Technical Support

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 app, it means the local internet connection is unstable or that your charger has lost its connection.     Check Wi-Fi connection Ensure the Wi-Fi router is as close as possible to the EV charger. If this is not possible, Wi-Fi boosters may be required.  If you've changed your Wi-Fi provider, or Wi-Fi password you'll need to reconnect the charger to Wi-Fi. Follow instructions here. 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 Cord app. ...

Make sure your charger is switched on and that the charging cable is securely plugged in.  Check that the schedule is correct in the Cord App. Check our app user guide. Check that your charger is connected to the internet.  Disable any scheduled charging that's set up in the car's app or dashboard settings. These can cause conflicts and the vehicle to block the scheduled charge from occuring. 

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 Cord app after starting each charge.

As we don’t connect directly to your home's 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.  

Please see our interactive guide for troubleshooting. 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. 

Please find a copy of the declaration of conformity here

To download the latest product manuals, please click here

Cord home EV chargers product warranty    We are proud of the quality of our chargers. All Cord EV chargers come with up to a 5 year warranty as standard. Full warranty details are available from here. If you are experiencing an issue with your Cord charger, please contact us and we'll help you get back on track.

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...

All Cord EV chargers come with 2 RFID cards in the box. If you have lost or misplaced these, we can supply replacement RFID cards. Please get in touch with us and we'll be happy to help. 

To reset your EV charger's fusebox (RCBO), please follow these steps:  Locate the RCBO
○ It is usually in the small consumer unit (fuse box) near your electric meter.
○ It will look like a small switch with ON / OFF positions. Check the switch position
○ If the RCBO has tripped, the switch will be in the middle or down position. Reset correctly (IMPORTANT!)
○ First push the switch fully DOWN (to OFF).
○ Only once it is fully down, push the switch back UP (to ON). If you try to push it straight up without pressing down first, it will not reset. Check your charger
○ Once the RCBO is reset, your charger should power back on.
○ If it trips again immediately, do not keep resetting. Contact us for support. Safety Reminders Never force the switch. Only reset once. If it keeps tripping, there may be a fault that needs inspection. If you notice any burning smells, damage, or hear unusual noises from the unit, leave...

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.