First things first: we’re really sorry! 💚
This shouldn’t happen – and it’s not what we aim for. That said, sometimes a NeoGrid® session doesn’t start as expected. Below are the most common reasons – and what you can do about them:
1. Your EV was reported as “unplugged”
Usually, we automatically receive status updates from your car – for example when it’s plugged in, charging, or plugged in but not charging.
❗ What can go wrong?
Some EV manufacturers don’t reliably send these updates. If your vehicle tells us it’s "unplugged", NeoGrid® won’t initiate a new charging session – even if the car is actually connected.
✅ What you can do
Open the app and check that your EV is not shown as ‘unplugged’. If it shows as connected, you’re good to go.
2. We couldn’t detect a connection between your car and the charger (ev-charger pair)
If NeoGrid® only works via your charger, we need to identify a pair before we can start a session. Only via the charger can we optimize with NeoGrid®.
❗ What can go wrong?
We detect the connection by comparing data from both your EV and charger. If either device doesn’t send the proper signals, we cannot confirm the link – and NeoGrid® won’t start.
✅ What you can do
Check your EV screen in the app: just below your car manufacturer’s logo, we’ll show whether the car is connected to the charger.
If the connection status isn’t shown, unplug and replug the cable.
💡 Note: It may take up to 15 minutes for the connection to register.
3. Remote control of the charger or EV failed
This one is trickier (and more frustrating). Sometimes the remote control of either the EV or the charger fails.
❗ What can go wrong?
Some manufacturers restrict API access or require manual settings to allow remote control. In these cases, NeoGrid® can’t optimize the charging process – and the session may not begin at all.
✅ What you can do
Please check both your EV and charger manufacturer apps to ensure that:
Remote control is enabled
Grid import is allowed (especially for solar-priority settings)
API / Cloud access is activated
Still need help?
At Ostrom, we’re dedicated to delivering fair, transparent and sustainable energy for your EV-charging needs. If you're still stuck, feel free to contact us directly – we'll dig into your setup and find a solution together. 💪