Have you received a notification in the Ostrom app saying that your car is reporting an error? 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 your car reported an error that prevented it from charging. As a result, your car couldn't charge as planned and may not reach your desired battery level.
Your car reports an error to us, but doesn't tell us exactly what's causing it. In many cases, it's related to one of the following issues.
We recommend checking both possibilities to find out what's preventing your car from charging.
Possible causes and solutions
1. The charging cable connection is faulty
If the charging cable isn't properly plugged in or a connection is loose, communication between your car and charger may be disrupted. This can cause your car to report an error.
What you can do:
Unplug the charging cable and reconnect it securely, both at your car and at the charger.
Make sure the cable is properly connected at both ends.
This re-establishes the connection between your car and charger, which can often resolve the error.
2. Your car or charger has a technical issue
Your car or charger may also be experiencing a technical issue. The display or manufacturer's app often provides more details, such as an error code or instructions on how to resolve the problem.
What you can do:
Check your car's and charger's displays and apps for error messages or error codes.
Follow any troubleshooting instructions provided.
If you can't resolve the issue yourself, contact the manufacturer of the affected device.
What happens once the problem is resolved?
Once the error is resolved, 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 can't charge and can take action before your desired battery level is at risk.
Is your car still reporting an error?
If you've checked both points 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.