Technical Support

If you need help with the Monta app, please click read more.

Experiencing disruptions in your electric vehicle charging sessions can be frustrating. This guide will help you troubleshoot common issues that may arise during charging with your Cord wall-mounted charger. 

Charging Interruptions Loss of Power During Charging: If your charging session suddenly stops, the issue could be related to power fluctuations or an interruption in the electrical supply. Follow the troubleshooting steps below to address this issue.  Charging Stops and Restarts: Sometimes, charging sessions might stop and then restart. This could occur due to minor fluctuations in the power grid or issues with the charger's communication with the vehicle. The below steps can help fix this issue.     Green LED light showing, App connected but vehicle not charging or charging slowly:  If the charger appears operational and the app is connected but you're experiencing problems charging please follow...

If your charger shows as ‘Disconnected’ in the Monta App, it means the local internet connection is unstable or that your charger has lost its connection.  
Perform a hard reboot Reset the power to the unit by flicking the switch in the mini consumer unit (fusebox). Leave for approx 1 minute, then re-activate it. Wait for 5 minutes for the charger to reboot.  Check if the charge point establishes an internet connection within this time. No action is required in the Monta app. If the charge point successfully connects to the internet and integrates with Monta, it will automatically switch to "Available" in the app.  If the above steps do not fix the issue, please feel free to contact our support team.

Make sure your charger is switched on and that the charging cable is securely plugged in. 
Check that the schedule is correct in the Monta App. 
Check that your charger is connected to the internet. 
For additional support please check the Monta App support page at https://monta.com/uk/help-center/category/app/

This delay, also known as "randomised delay mode," is in place by UK legislation to make sure we don't put too much load on the electricity grid in the event of electricity reconnection following a power cut.    Under this regulation, the start or stop of a charge point will be subjected to a random delay of up to 600 seconds (10 minutes). You may experience that the charging session will not start at the exact scheduled time and should take this into account when checking the charging status. You can override this delay in the Monta app by tapping on “Switch to Charge now” right after the swipe to charge on each charging instance.

As we don’t connect directly to your fusebox it is highly unlikely that your EV charger is causing this. We recommend that you get in touch with a qualified electrician for further advice.  

It's perfectly normal for EV chargers to start off slow and then ramp up to their maximum power output. This is to protect the vehicle batteries. Once they reach about 80% charged, they'll slow down a bit.  Some vehicles have their own limits on how much power they can take in. For specific details, check out your vehicle's manual.  The health and capacity of your battery can also influence charging speed. For more details, refer to your vehicle’s manual.  Hybrid vehicles have their own charging limits, typically up to 3kW. Some models may not hit the full 3kW. Your vehicle's manual will have all the specifics.  If there's high demand for power in your property, the EV charger will alter its output to protect your home. This is called load balancing. 

While there are many reasons for an App to not respond, here are a few of the most common steps to help get you back up and running.   Close the app and reopen it.   Make sure your App is up to date by checking for updates in the App Store for iPhones and the Play store for Android devices.   Check the App store page for details on supported devices.   Check that your phone is up to date with the latest OS version. Please refer to your device manufacturer for details on how to check this.   Make sure your device has enough storage to install App updates. Remember, even if an App says it’s only 10mb, your phone will still need more storage than this to install the App. Please refer to your device manufacturer for details on how to check this.  

Gently unwind the charging cable from the charger and plug it into your vehicle. 
You can use the supplied RFID tag, or the Monta app to start the charging session.  
Check your Monta app. It will let you know that the charging session has started, and you'll also see the charger's light flashing green every few seconds. Happy charging! 
For future sessions, you can also set the Monta app to automatically charge the vehicle once it is plugged in. 

Please find a copy of the declaration of conformity here

To download the latest product manuals, please click here

Cord EV chargers product warranty    We are proud of the quality of our chargers. All Cord EV chargers come with a 3 year warranty as standard.  If you are experiencing an issue with your Cord charger, please contact us and we'll help you get back on track.   Product warranty details (the legal stuff) Where a fault occurs with the goods supplied by us within a warranty period of 36 months from the date of installation (or date of supply where we do not install the goods), we will provide free technical repairs and/or replacements (at our option).   Our warranty covers both parts and labour and will be subject to the provisions set out below.
You must promptly notify us of any fault or issue with the goods and at least within 7 days of becoming aware of the issue.
Our warranty obligations as set out in this box do not apply in the event that the...

Like all EV chargers, Cord EV chargers can only work on the 2.4GHz network band. Most routers today combine their 2.4GHz and 5GHz network to have the same name (SSID) which can occasionally lead to connectivity issues. If you are experiencing Wi-Fi connectivity issues, please either split the SSID or disable the 5GHz network during the setup of your Cord charger, using the corresponding guide for your network provider. For the most up to date information, please check with your network provider.
Vodafone
Please follow the below link. For further information, please reach out to Vodafone support. https://www.vodafone.co.uk/cs/groups/public/documents/contentdocuments/vfcon090504.pdf   Hyperoptic Please follow the below link and look for the section marked ‘Changing the wifi name (SSID) and password’ next to your...

If there is overvoltage or undervoltage, our chargers will stop charging immediately for both regulatory and safety reasons, protecting you and the charger. If you have these issues and your charger is connected to Wi-Fi / 4G, we can provide charging logs which can be shared with your DNO (Distribution Network Operator) to prove the over or undervoltage issues. In the first instance, the DNO will normally visit your property to run tests before agreeing any action that needs to be taken to rectify.  It is the DNO's responsibility to ensure the power supply to your property falls within the safe standard limits.    Overvoltage Error:
An overvoltage detection indicates that the supply voltage to your property exceeds the safe standard limits of between 207-253V in the UK. This could indicate a potential safety risk and the charger will stop charging until a normal voltage level is detected. If an Overvoltage is detected, immediately cease usage of...

How to connect to Wi-Fi If you can't connect your Cord charger to Wi-Fi or have recently changed your broadband provider or password, please read our guide here to get connected.  

If your charger isn't connected to Wi-Fi or 4G - please view our technical support guides.