Help & advice

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Need help choosing the right Cord for you?  Or would like to understand more about what happens with installation? Then you're in the right place. 

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Product advice
Are home electric vehicle (EV) chargers AC or DC?
Home EV chargers are AC and as most UK homes have single phase electricity supply they are limited to charge a car at a maximum of 7.4kW - or more simply, overnight - ready for you in the morning. 
Can I get a home electric vehicle (EV) charger if I rent the property?
Yes! You’ll need the landlord’s permission, but if you rent a house or a flat you can get up to £350 off the cost of the charger through a Government OZEV grant. 
I want to understand more about charging tariffs
Understanding the charging tariffs for your Cord wall-mounted charger is essential for managing your charging costs effectively. This guide provides information about different tariff options and how they impact your billing. Remember for detailed information...
What is dynamic load balancing?
Dynamic load balancing is like the brainy sidekick of EV charging! It's a smart way to make sure your EV gets the juiciest charge while keeping your home electrical grid happy and steady - removing the risk of "tripping".    Here's how it...
Will Cord chargers still work without an internet connection?
Yes! You can still authorise a charging session without an internet connection by using the supplied RFID card. However, you will not be able to use the Monta App or its features without an internet connection. 
Will my Cord EV charger stop when the vehicle is full?
Your Cord EV charger is smart! It knows when your vehicle doesn't need any more juice, so it will stop charging automatically. 
Keep an eye on the charger's light. When charging is complete, the charger will show a sold green light.   <...
Can my vehicle affect how my charger works?
Some electric vehicles come with their own unique charging settings that can influence how the charging process goes.  Make sure to double-check your vehicle's charging settings. Sometimes, it might need to be in park and locked during charging...
Can the charger tell me how much charge is in my EV?
No, the charger cannot display the battery level of your vehicle. However, the Monta App supplied with the Cord charger can display your cars current battery level.  
Cord charger quick start guide
Please view our quick start guide here  
Are Cord chargers compatible with Intelligent Octopus Go energy tariff?
Yes - Cord chargers are compatible with Intelligent Octopus Go energy tariff. You will need a compatible vehicle - you can check this on the Octopus...
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Installation
How long does the installation take?
After the completion of your home check, the typical timeframe for installing your EV charger is around 3 weeks. This allows for the necessary application process with your local Distribution Network Operator to gain approval for network connection.&...
How do I know if my installation will be standard?
Our home surveyor will perform an assessment of your home prior to installation.  
Most homes are “standard”, however sometimes it is necessary for additional work to be completed to ensure the charger is safe to use and meets modern...
I need to change my survey or installation date
If you need to reschedule, please call our support team on 0800 368 9470 (Monday - Friday, 9am – 5:00pm) and they'll help you reschedule your installation.  
Can I take my charger with me if I move home?
If you're moving home, you can take your charger with you. However, it is important to note that the cabling for the charger will remain in place. 
 
Cord can schedule an appointment for an installer to safely uninstall the charger and...
Does my main fuse need upgrading before installing the EV charger?
The main fuse in most homes is typically between 60 and 100 amps.  Most homes will not need a main fuse upgrade, but some older homes, or those with power hungry devices may need an upgrade before installing an EV charger.  What is...
I've been informed my gas/water bonding needs installing or upgrading - what does this mean?
Why gas/oil and water earth bonding matters for EV charger installation: Installing an EV charging point involves more than just connecting cables. It also requires safety measures like earth bonding. This post explains why gas/oil ...
What is looped supply?
Most houses in the UK have their own incoming power supply, however a looped supply is when two properties share a single electricity cable from the main network, often in semi-detached or terraced houses.  The cable enters the first house from...
What happens on the day of my installation?
Once we have arranged a date for your installation, you will receive confirmation via email, along with the scheduled arrival time of the electrician. Typically, the installation process takes around 3-4 hours, and the electrician will give you a heads...
Is the installation available nationally?
Installation is available everywhere in Great Britain. Unfortunately we do not currently cover Northern Ireland. 
Can you undertake groundworks, or dig a trench?
Unfortunately it is not possible for us to complete significant groundworks (i.e. digging a trench) to install an EV charger. On a case by case basis, we are able to complete simple jobs such as lifting of a paving slab. Please show your home surveyor...
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Technical support
I need help with the Monta App
If you need help with the Monta app, please click read more.
My charging has been disrupted or isn't working
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...
My charger shows as disconnected in the Monta app?
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...
Why did my scheduled charge not work?
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...
Why does it take up to ten minutes for the charging to start?
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.   Before charging, factor in a bit of extra time for the charging session to kick off.   But...
My fusebox keeps tripping. Is it my EV charger?
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.  
Why is my EV charger not charging at full power?
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...
My Monta app is not responding?
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...
How do I start a charging session?
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...
I would like to see the product declaration of conformity
Please find a copy of the declaration of conformity here
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