Have you received a notification in the Ostrom app saying that your car isn't receiving power? This notification may appear during a charging session or afterwards, indicating that your last charging session was affected.
Here, we'll explain what this means, what might be causing it, and how you can fix the problem.
What does this notification mean?
NeoGrid® AI tried to charge your car, but no power was delivered to it through your charger. As a result, your car couldn't charge as planned and may not reach your desired battery level.
Your car tells us that it isn't receiving power, but we can't identify the exact cause. In most cases, it's related to one of the following settings or technical issues.
We recommend checking all four possible causes to find out what's preventing your car from charging.
Possible causes and solutions
1. Power supply is interrupted
If there's a power outage or a circuit breaker has tripped, your charger can't supply power.
What you can do:
Check whether your home has electricity.
Make sure the circuit breaker for your charger is switched on.
2. Charging cable or charger isn't ready
If the charging cable isn't properly connected or your charger is locked or hasn't been activated, your car can't charge.
What you can do:
Make sure the charging cable is securely plugged into both your car and your charger.
Check that your charger is switched on and charging is authorized, for example via its app or an RFID card.
3. Your charger is preventing charging
NeoGrid® AI controls when your car charges. However, if your charger has its own charging schedule or uses a solar surplus charging mode (e.g. Eco or solar-only), these settings may conflict with NeoGrid® AI. As a result, your charger may prevent charging.
Other apps that control your charger can also interfere with charging.
What you can do:
Disable any charging schedules in your charger or its app.
Turn off modes such as "Eco" or "solar-only" that restrict charging to certain times.
Check whether other charging apps are controlling your charger and disable their charging controls.
4. Your car is preventing charging
Your car may also have its own charging schedules or settings that prevent charging at certain times. These can conflict with NeoGrid® AI's charging controls.
The same applies to other apps that control your car.
What you can do:
Disable any charging schedules in your car or the manufacturer's app.
Check whether other charging apps are controlling your car and disable their charging controls.
What happens once the problem is resolved?
Once your car can receive power again, NeoGrid® AI will automatically resume managing your charging within a few minutes. You don't need to do anything else.
Tip: Keep push notifications enabled in the Ostrom app. This way, you'll know as soon as your car isn't receiving power and can take action before your desired battery level is at risk.
Still not receiving power?
If you've checked all the points above and the problem persists, please contact our customer support team. We'll take a closer look at the available data and help you identify the cause.