Technical support & troubleshooting

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 these steps:  Disable charging from the car app. Using the Cord App and the car's App in parallel can cause conflicts and charging to fail. Disable the car app.  Check vehicle settings. If the car is charging slowly this is usually because a setting on the vehicle is restricting the charge rate. Check user manual and/or dashboard settings.  Test onboard AC charger by using a portable or "granny" charger. Most vehicles are provided with one. If this does not work it could indicate an issue with the vehicle's AC onboard charger or settings restricting charging (see steps 1 and 2 above).  Troubleshooting Steps Check the LED lights on the unit:  If there are no lights showing on the unit, this suggests the power supply has been interrupted. Please check the mini consumer unit (EVDB) to see if it has tripped. If so, please reset the trip switch and see if this fixes the issue. If there are lights showing, please refer to the product manual for advice.   Check the Power Supply: Ensure the power outlet is properly connected and supplying electricity. Check for tripped circuit breakers or blown fuses that could interrupt power flow.  Inspect Charging Cable: Examine the charging cable for any visible damage or wear. Make sure the cable is securely plugged into both the wall charger and your vehicle.  Verify Wi-Fi Connection: If your charger is Wi-Fi enabled, check if it's connected to your home network. A stable Wi-Fi connection is essential for real-time monitoring and updates.  Try Charging with the included RFID Tag: If you have access to the supplied RFID tag, try to start the charge with it.     Volvo PHEV Drivers There is a known issue with some Volvo Plug-in Hybrid vehicles where there can be difficulty charging. This is unrelated to the Cord charger and affects all EV chargers.  Volvo advises to schedule a charging session from the vehicle and set the charger to "plug and charge".   Contacting...

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. 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 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

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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. VodafonePlease 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 router type.  For further information, please reach out to Hyperoptic support. https://www.hyperoptic.com/help/router/#:~:text=Our%20dual%2Dband%20Hyperhub%20routers,the%20layout%20of%20your%20property   Talk Talk  Setting up 2.4 GHz on Your TalkTalk Router. For further information, please reach out to Talk Talk support. Step 1: Access Router Settings - Open a web browser and type "192.168.1.1" in the URL bar. Press enter to load the webpage. - Once the page loads, log in using the router's admin credentials as found on your router. Step 2: Customise Wireless Network - After logging in, click on the "Customise my Wireless Network" button. Step 3: Configure Frequency Bands - Find the "Wireless frequency bands" options and enable both 2.4 GHz and 5 GHz bands. This action will create two separate networks on your router. - If the settings page doesn't automatically distinguish between the two networks, we suggest giving the 2.4GHz and 5GHz different names. - Note: You'll need to connect your charger to the 2.4 GHz network as it does not work on 5GHz.   Step 4: Restart Router - After making these adjustments, we recommend restarting your router to apply the new settings.   Shell Energy  For the up-to-date guide please go to the below link and click on ‘Can I change the Wi-Fi Network Name and password?’. Please note, you should rename the 2.4Ghz and 5Ghz networks to have different names. For further information, please reach out to Shell Energy support.  https://www.shellenergy.co.uk/broadband/wifi-hub   EE Broadband It is not possible to split the SSIDs on an EE router. Instead, you should disable the 5GHz network whilst connecting the Cord charger to internet. To do this enter your routers admin setting page on the browser of a device that is connected to your home network and press enter (This is typically found on your router). Once in your router’s admin page, go to Advanced > Wireless Settings page to temporarily disable the 5 GHz band. For further information, please reach out to EE support.   BT Broadband It is not possible to...

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 your charger, disconnect it from your car and report the Overvoltage to your DNO (Distribution Network Operator). They will have to attend your property to monitor and fix the issue.   Undervoltage Error: An undervoltage detection indicates that the supply voltage to your property is below 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 undervoltage is detected, immediately cease usage of your charger, disconnect it from your car and report the Overvoltage to your DNO (Distribution Network Operator). They will have to attend your property to monitor and fix the issue.    

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 it OFF and call us immediately.

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.