Dépannage

Find the symptom, then work down the checks in order. Most field problems so far were sensor ports, sensor direction, the Autel firmware or the OCPP key. If you're still stuck, call NeoCharge install support at +1 888 944 5581 before you leave site.

No status light

The monitor has no power.

1. Check that the main breaker and the monitor's supply breaker are on.
2. Check that the harness plug is fully seated in the right-side port.
3. Check black (L1) is on a hot breaker pole and white (N) on the neutral bar (or the breaker's neutral terminal on an AFCI/GFCI). See Step 5.

Status light is orange

The voltage harness doesn't match the service type: a missing or swapped phase, or the neutral isn't landed.

1. Check red (L2) is on the opposite leg from black (L1): the stacked breaker directly above or below, or the other pole of a 2-pole.
2. Check white (N) is landed.
3. Check blue (L3) is capped, on the third phase (3-phase only), or spliced to L1 (battery on CT 3 only). It must never touch neutral.

Fix it before you leave the panel. The full colour list is in Status light.

The app can't find the monitor

1. Power: the status light is on. If not, see No status light.
2. Bluetooth open: the light should be purple with a blue blink. Purple with no blink means Bluetooth has closed: press the button on the monitor once.
3. Phone: Bluetooth on. On Android, turn on Location Services so the phone can scan. On iPhone, allow Bluetooth for the NeoCharge app in Settings › NeoCharge.
4. Distance: stand at the panel. A metal panel cover shortens the range.
5. Restart the NeoCharge app, then the phone. Power-cycle the monitor's breaker.

Bluetooth times out on the second try

The first connection worked, but a retry fails with "Security1Handshake timeout".

1. Turn the phone's Bluetooth off for 5 s, then back on.
2. Power-cycle the Energy Monitor at its supply breaker.
3. Retry Set Up Energy Management from the start.

The monitor won't get online (Wi-Fi or Ethernet)

1. 2.4 GHz only. The monitor and the Autel can't join a 5 GHz-only network. If the router combines bands under one name, pick the 2.4 GHz network or ask the homeowner to enable it.
2. Antenna: screwed fully onto the coax connector, and the antenna itself outside the metal enclosure. Inside a wall is fine; inside the box isn't.
3. Signal: check the Wi-Fi strength at the panel with a phone. Weak signal needs an extender or Ethernet.
4. Password: re-enter it. It is case-sensitive.
5. Ethernet: the cable is seated at both ends (monitor and router/switch). If Ethernet and Wi-Fi are both connected, the monitor uses Ethernet.
6. Network: a firewall or guest-network isolation can block new devices.
7. Power-cycle the monitor's breaker.

The charger is offline in the NeoCharge app, or OCPP won't verify

If the Autel works in the Autel app, its Wi-Fi is fine. Don't leave blaming the network. Work through these in order:

1. Firmware: the actual version is 1.36 or later. "Up to date" doesn't count.
2. Factory reset: done after the update, then the charger is reconnected to Wi-Fi.
3. Fresh credentials: in the NeoCharge app, use the Server URL, Charger ID and Authorization Key shown right now. Re-adding the charger issues a new ID and key; an old or retyped key is rejected.
4. Right screen: Autel app › OCPP Server › Custom.
5. Paste, don't type: paste all 3 fields. Check for leading or trailing spaces.
6. Server Path box: if the Autel app shows Server URL and Server Path separately (or says "Enter the correct path (Beginning with the character "/")"), put the address up to the domain in Server URL and the rest, starting with "/", in Server Path.
7. Wait 60–90 s after saving before you tap verify.
8. Internet light: the charger's Internet light must be on. If it isn't, rejoin the home 2.4 GHz Wi-Fi in the Autel app.

Still failing? Send NeoCharge a screenshot of each app's OCPP screen (hide the key) and the Autel firmware version.

The Autel app says the serial number and PIN don't match

The PIN in the Autel Quick Start booklet doesn't match that charger. Only Autel can fix this.

1. Call Autel Customer Support at 1 (844) 765-0150 from site, with the charger serial number.
2. Autel gives you the correct PIN. They can also release a charger still registered to another Autel account.
3. Remove the charger from the Autel app and add it again with the correct PIN.

The installer PIN is rejected

1. Check you're using the 6-digit PIN from the Energy Monitor back label, not the Autel charger PIN.
2. Check the serial on the label matches the monitor you onboarded.
3. Use Scan label QR code instead of typing.
4. If it still fails, call NeoCharge install support with the serial number.

Charging is stuck at 16 A, 7 A or another low value

The Autel's own limit is lower than what the EMS allows.

1. Stuck at 16 A: factory reset the Autel from the Autel app, then set the max current again.
2. Check the max current in the Autel app matches the circuit (for example 40 A on a 50 A breaker).
3. Check the rotary dial inside the Autel. A dial left at the default limits the charger whatever the app says.
4. If the home really is near its panel rating, low current is the EMS working. Check the mains reading in the NeoCharge app.

Charging paused

The app shows Charging paused when the EMS has lost monitoring or the charger has lost its connection. Charging pauses after a short safety timeout.

1. Check the Energy Monitor is online (white with a green pulse) and the charger is online in the NeoCharge app.
2. Fix whichever is offline: see The monitor won't get online or The charger is offline.
3. Charging is designed to resume automatically once power, the connection and monitoring are back, the vehicle is ready, capacity is available and the schedule allows it.

If the EMS pauses or throttles every minute, check the ports first: a branch CT in port 1 or 2 makes the charger read as the mains. See Readings don't match.

Readings don't match

Run the test charge and compare CT 4 (and CT 3 if it's on the Autel) with the charger's own current, and with the rise in the mains.

Readings are negative

1. Solar or battery exporting? With a source in the panel, the mains read negative when it exports. Midday negative readings are normal and look exactly like reversed sensors. Idle the sources and retest.
2. Sensor backwards? - Split-core main CT: the arrow points toward the load. - Branch CT: the arrow points toward the load. On a battery or solar line, the battery or inverter is the load. - Flex coil: the arrow points toward the load.
3. Polarity swapped in the plug? If a lead was ever unscrewed or re-terminated, the black and white wires may be swapped. Every channel reading negative usually means this. Restore the factory positions, and don't cut or re-terminate leads again.
4. Battery on CT 3: negative while the battery discharges is correct. It reads charging and discharging with opposite signs. Check blue L3 is spliced to L1 so the direction reads correctly.

Port or sensor mix-ups

• The app treats CT 1 and CT 2 as the mains, always. A branch CT in port 1 or 2, or a main sensor in port 3 or 4, breaks every reading.
• CT 4 is always the Autel. If CT 4 is on another load, move it.
• A plug straddling two terminals reads wrong on both ports. Reseat it.

Status light

The full list of colours is in Status light. Quick actions:

Factory reset the Energy Monitor

Holding the button on the bottom of the monitor steps through: blue (release to reopen Bluetooth), red (release to do nothing), then three red flashes at 3 s (factory reset armed). Use a factory reset only when NeoCharge support asks for it.