News from Indra

Around 70% of our customers qualify for a standard installation. To find out if you do, we’ll send you a quick guided survey straight to your phone by SMS.

The survey is simple to complete and walks you through everything step by step—no electrical knowledge needed. Once you’ve finished, we’ll confirm whether your installation is standard or if any extra work is required. If additional work is needed, we’ll explain what’s involved and share any costs upfront. Below is what’s included in our standard installation.

• Installation of the charge point on a brick or plaster wall, or other suitable permanent structure
• Surface-mounted external cable clipped direct to the wall surface, no more than 1.8m above the ground
• The fitting and testing of electrical connections as required
• Make good all drilling and penetrations to walls
• Ensure connectivity for Smart functionality on the unit
• Customer demonstration of unit, controls and mobile application
• Transport of unit from storage to customer property along with all required installation materials
• Up to 10 metres of cable, run and neatly clipped to the wall between the electricity supply meter or distribution board and the charging point
• Compliant to latest wiring regulations
• Up to 3 metres of plastic conduit/trunking to conceal interior wiring
• An electrical certificate will be issued to the Customer within 1 week of the installation following an internal checking and auditing process

What can increase the cost of your EV chargepoint installation?

There are a number of factors, but here are a few examples that can increase the cost of your installation:

• Extra cabling - if more cabling over the 10 metres already included is needed then this will cost extra.
• Water or gas bonding - Your house should already have this but if not, we are legally obliged to ensure a house has gas and water bonding before we do any work, in our case, install your EV charger. Bonding is a connection of metallic parts with a protective bonding conductor. Without bonding, in a fault condition, metal appliances connected to the gas or water pipes could cause the associated pipework to become live. If you then touch them, you could receive a potentially fatal electric shock.
• Extra labour - for more complex installations or for jobs that will simply take longer (above the three hours included).

Around 7 in 10 installations are standard so if yours is one, the price you see on the website will be the price you pay.

To check whether you qualify for a standard installation we ask you to do a short online home survey. This is sent to your mobile via text. Once completed you will be contacted by an installer to confirm whether or not yours qualifies as a standard installation and to provide you with your no-obligation quote.

If there are any additional costs due to your home set up, we will be clear about the costs. You can decide whether or not to go ahead.

Indra chargers need off-street parking so that the charger can be attached to your home and the charger cable doesn’t cross a public pavement and become a trip hazard.

By off-street parking, we mean things like a garage, or a driveway that’s part of your property.

If you have solar panels already installed at home, you can use the power of the sun to charge your EV for free.

The charger will automatically use any surplus solar power that’s not being used by your home, and as long as your EV is plugged in (and the sun is shining) you can start charging from your panels.

You have two options to choose from with EV chargers: tethered and untethered.

Tethered means the charger has the charging lead permanently attached to it, which makes it more convenient. You can just plug in your EV to start charging. Indra charging leads come in a variety of lengths and wrap neatly around the charger when not in use. Choosing a tethered charger means that, unlike with an untethered charger, you're not having to store what can become a dirty cable in the boot of your car. Our research suggests that many first-time buyers choose an untethered charger but would, with the benefit of hindsight, choose a tethered option.

Untethered means you’ll need a separate charge lead which you’ll plug into both the charging unit and the vehicle when you need to charge. This option means you can choose the length of cable you need, or even use a charging cable you might already own. Untethered chargers are great if you want a minimalist-looking charger with sleek lines.

Around 7 in 10 homes are a standard installation. However, to ensure that you are not hit by any unexpected extra costs, we ask you to do a short online home survey. This is sent to your mobile via text. Once completed you will be contacted by an installer to confirm whether or not yours qualifies as a standard installation and to provide you with your no- obligation quote.

A Mac address is a unique ID which identifies your particular EV charger. The MAC address looks like a series of numbers and letters (e.g., 00:1A:2B:3C:4D:5E). You can find your Mac address in 2 ways, either using the Indra App or by looking on the EV charger itself.

Using the Indra App

1. Select 'Settings' from the bottom menu - see below
2. Select 'Charger' from the list - see below

3. You can then see the Mac address at the top of the Charger page - see below.

On the charger 

You can find the MAC address on the sticker located on the side of your EV charger. Please refer to the example shown below.

Knowing what the primary LED light on an Indra charger is doing really helps us to resolve your issue.  Depending on your model of charger, the primary LED will be one of the 3 versions below.

Tell us what colour it is and whether its solid or flashing.

Purple-Solid

If your charger LED light stays purple for more than 30 seconds, there could be a problem. Please submit a ticket and we'll help sort it.

Purple - Flashing

Your charge point is offline. Before submitting a ticket please refer to our troubleshooting guide. Your charger will continue to follow the existing charging schedule created in the Indra app.

Red - solid

There is a hardware fault or fault with the wiring. Please submit a ticket and we'll get right on it.

Red - flashing

This is a temporary fault, please reboot the charger to clear the red LED. If it persists, please submit a ticket,

Blue & Orange - Flashing

Your charger is in Bluetooth pairing mode. Before you submit a ticket, wait for 15 mins as the flashing should stop. If problems persist, please submit a ticket.

Orange - flashing

Your unit is in WPS pairing mode. Before you submit a ticket, please wait 2 mins for the LED to return to a white colour. If the problem persists, please submit a ticket.

Green - Solid

A charging schedule is active. Relax, there is no fault with the charger and you do not need to submit a ticket.

Indra has partnered with Klarna, a leading payment provider, to give you more flexibility in your purchase experience.

Why use Klarna

• No interest
• Easy automatic payments
• Simple, safe and smooth

Quick facts

• What it is: Split your total into 3 equal payments, with no interest if paid on time.
• When payments are taken: 1st payment at order confirmation, then 2nd at ~30 days and 3rd at ~60 days.
• Where to manage payments: the Klarna app or klarna.com.

How it works (step-by-step)

1. Add items to your basket and go to checkout.
2. Choose Klarna → Pay in 3 as the payment method.
3. Enter a few details (name, billing address, email, mobile) and a debit or credit card to be used for repayments.
4. If approved, your order is confirmed and dispatched as normal. Klarna will automatically take the first instalment immediately and the remaining two instalments about 30 and 60 days after the order.

Klarna checklist - what you need

• Be 18+.
• A valid mobile number and email address.
• Your billing and delivery address (best if they match).
• A UK residential address (if buying from UK store).
• A debit or credit card that will be valid for the next 60 days.
• Make sure you have enough funds on your card for the first payment when you place the order.

Eligibility & approval
Klarna’s offer is subject to a quick assessment of the information you provide. Approval depends on factors such as order value, your details, order history and item availability. Being accepted one time does not guarantee approval for every order. If you are not offered Pay in 3 this time, you can still try again on a future order.

Does Klarna do a credit check?
Klarna may perform a soft (unrecorded) credit check for Pay in 3 which does not affect your credit score.

Missed payments — what happens
If a scheduled payment cannot be collected, Klarna will try again and will notify you. Continued missed payments can lead to reminders, fees, or collection actions and could affect your ability to use Klarna in the future. For full detail on late payments and fees, refer to Klarna’s terms and the Klarna app.

Returns, cancellations & refunds

• If you cancel or return your order and we (the store) confirm the refund, Klarna will cancel any future scheduled payments and refund amounts already collected where applicable.
• For partial returns Klarna will update your payment schedule and statement. For full returns any collected payments will be refunded.
• Always keep your proof of return and check the Klarna app for updated payment information.

Can I pay earlier?
Yes — you can pay off your remaining balance early through the Klarna app or by logging into your Klarna account online.

What information is shared with Klarna?
We share order and contact details with Klarna so they can assess and manage the payment plan. Card processing and payment security are handled by Klarna — we don’t receive or store your card details for the instalments. Your data is handled according to applicable data-protection laws and Klarna’s privacy policy.

Need help or have questions?

• Check the Klarna app or klarna.com for your payment schedule, confirmations and FAQs.
• If you have questions about your order (delivery, returns), contact our customer success team.
• For Klarna-specific queries (approval reasons, missed payment notices, refunds handled by Klarna) use the Klarna app or Klarna support.

Legal & responsible borrowing
Klarna Pay in 3 is a credit product. Please only use it if you can afford the repayments on time. For the full terms and conditions please see Klarna’s Pay in 3 terms.

Indra is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.

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If additional work is required, we’ll explain it clearly and transparently. We’ll provide a detailed quotation explaining what is involved and why. You’ll be able to review this quote and decide if you’re happy to proceed with the plan and the price quoted. If you are we will progress your order. However, if you do not wish to proceed, we will issue a refund.

What might cause my installation to be non-standard?

Examples of some non-standard situations include:

• The electricity supply or distribution board is located more than 10 metres from where you’d like the charger installed and requires a greater length of cabling
• Your charger needs to be installed on a detached garage, carport or post mount requiring a longer or more complicated installation job, which will take more than the included three hours of labour
• The cable route involves going through complex structures, such as loft spaces or under floors, taking longer than the included time allocation
• You require an upgrade to your main consumer unit, earthing or bonding arrangements. Bonding for gas and water is something we are legally required to ensure a house is fitted with. Without proper bonding, metal appliances or gas and water pipes can become live, creating life-threatening situations.