Introducing Smart LUX™, our latest and most advanced EV charger Find Out More

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Introducing Smart LUX™, our latest and most advanced EV charger Find Out More

Choose your charger
Back to Help for customers


Troubleshooting common problems.

+ My EV hasn't charged as expected

Let's look at what might have happened

As you can see from the diagram above, there are lots of variables in the charging process, and therefore multiple things that can go wrong. Here are some common issues and what might be causing them:

EV didn’t use off peak tariff or charge overnight as it should have done

Use our troubleshooting checklist to get to the bottom of the problem

1. Double check your charging schedule on the app. Perhaps your EV wasn’t scheduled to charge like you thought? If that’s the case, you can always tweak your charging schedule in the settings section so it’s correct next time.

If you’re using more peak-time power than you expected, it’s worth knowing that sometimes off-peak isn’t long enough to add what you’ve requested within the timeframe you want. In these cases, the charger will use peak time charging as a top up. You can solve this by adding less charge and/or charging more frequently during off peak periods (eg every night instead of every other night).

2. It could be a power supply failure. You might have received a phone notification about it. Here’s how to diagnose a power problem:

  • Did your neighbours also have a power cut? This might be a temporary power outage in your area, which meant your EV couldn’t be charged as scheduled.
  • Were you using a lot more power than normal? Your household power limiter might have blocked power coming to the charger, if your circuits were overloaded during charging time.
  • Are there no lights showing on the front of your charger? That means there’s a power problem with it. Double check your fuse switch is on, and then contact us for advice.

3. It could be an EV problem. Sometimes an EV won’t accept a charge, even though the charger is ready. This could be for a number of reasons:

  • The battery is already full.
  • There’s already a charging schedule set on your EV, and it clashes with the charger’s schedule. Turn off all scheduling on your EV to fix this problem.
  • Your EV underwent an automatic firmware update overnight and that has changed some of its settings. You might need to reset them.

4. Check the indicator lights on your charger. Are you seeing any red or purple indicator lights? This indicates there might be a fault with the charger or it’s been unable to connect to the internet. Restart your charger, and/or your internet router, to see if that fixes the problem.

If your charger has been offline for a while, it might not have been updated with any schedule changes you’ve made. If this is the case, an offline charger will default to the previously saved schedule for that day.

If you continue having problems, get in touch

+ My EV hasn't charged to 100%

Charging to ‘full’

Your EV will allow you to set the ‘full’ point of your battery, depending on your preferences. Many users only charge to 80% full, for example, to help optimise the life of the battery.

Once the vehicle has reached its ‘full’ point, it stops accepting any more power. Then the charger will automatically stop charging.

You can only set the ‘full’ point via your vehicle, not via your Indra charger. The charger will not override any settings your vehicle has in place already.

+ Diagnosing a problem

The indicator lights on the front of your charger will tell you when there's a problem

What it means and what to do next
  • Red

    The charger has a fault. Turn the charger off for 30 seconds. When you restart it, wait 30 seconds. If the indicator light switches to white, the problem has cleared itself. If it stays red, get in touch with customer support. Learn how to do a restart.

  • Purple, solid

    The charger is powering up and running its start-up sequence, this will last for about 30 seconds. Do not plug your EV in to the charger while the purple light is on. Wait for the light to turn white, then plug in your EV. You’re good to go.

  • Purple, flashing

    The charger is having trouble connecting to the internet. Check all the cables connecting to your internet router are plugged in properly. Are other devices able to connect to your internet? Try turning the router off and restarting your charger.

    If that doesn’t fix the problem, get in touch with customer support. If you know your charger is using wifi to connect to your router, you might need to pair it again. To do this, please follow the steps outlined below. Reboot your Wi-Fi router. If your router has a reset button use this, or alternatively switch it off at the mains for 1 minute and then switch it back on again. Locate the WPS button on your router. Press the WPS button once and return to your EV charger. Within 2 minutes, press and hold the boost button on your EV charger for approximately 5 seconds until you hear 4 beeps. You should then see the LEDs on your unit change from their current state to flashing orange. Allow the unit some time to establish a connection.

    During this process, the LEDs on the unit will flash a single white light and the Indra logo will go green for 5 seconds. Please refrain from interrupting this step After approximately 3 minutes, Once the data has caught up, the unit should return to a solid white LED. This indicates that your EV charger has successfully reconnected to the Wi-Fi network. If the process is unsuccessful, please repeat the process or contact Indra.

  • No lights

    The charger has no power. Check the mains wiring and make sure that all connections are correctly plugged in. Check your fuse switches. If the connections are correct and checked twice, contact customer support.

+ Gaining access to the new app

We have created a handy guide to getting onto the new App.

What to do next

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