Your charging session didn’t work – what happened?

First of all: 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:

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 car 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 can you do?
Just check in the app: if your vehicle does not show up as “unplugged”, you're good to go on this part.

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 this connection by comparing data from both your EV and your charger. If either doesn’t send the right signals, we can’t confirm the link – and NeoGrid won’t start.

✅ What can you 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 isn’t shown, try unplugging and replugging the cable.
💡 Note: It can take up to 15 minutes for the connection to be detected.

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 start at all.

✅ What can you do?
Please check both your EV and charger manufacturer apps to ensure that:

If you're still stuck, feel free to contact us directly.
We'll dig into your setup and find a solution together 💪