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App Troubleshooting

General Troubleshooting Steps

If you're experiencing app/Smart Splitter issues, try these simple troubleshooting steps below:Specific issues:1. Smart Scheduling Issues? CLICK HERE.2. Costs Not Tracking on Splitter? CLICK HERE.3. EV Not Listed?4. Splitter Connection Issues. App is

How do I report a bug in the app?

How to Report a Bug:1. Navigate to the screen where you came across the bug2. Shake your phone. This will trigger a form to appear where you can enter bug details or feedback. Alternatively, click "Feedback" in the settings menu.3. Fill out the form:

My Vehicle Make/Model is not supported in the app - what should I do?

We currently integrate with 15 EV brands and we are working on new brand integrations over the coming months, hoping to integrate brands such as Jeep, Subaru, Ram, Dodge, Fiat, Polestar, Chrysler, and Mazda very soon.Find our extensive list of suppor

Secondary Side of Smart Splitter Shuts Off?

If the secondary side of your Smart Splitter is not functioning correctly and showing a red light, this could be due to a firmware issue and you will want to ensure you are on the most recent firmware for the Smart Splitter. Here's what you can do:.

Having Smart Splitter App Connection Issues?

There are three steps to connect your Smart Splitter to WiFi. Identify the step you are having issues with and proceed to the correct troubleshooting steps:. 1.) Connecting to the Smart Splitter via Bluetooth. 2.) Connecting the Smart Splitter to you

Why does my EV and Smart Splitter data not match up in the statistics?

It's common to see slight differences between the energy data reported by your EV and the NeoCharge Smart Splitter. Let's explore why this happens and what's considered normal. Why Differences Occur:. Measurement Points:. Normal Discrepancies:. Large

How do I remove a vehicle from the app?

In the near future our team will be adding the ability for users to manually remove a vehicle from the app. At the moment this can only be completed through our backend as a manual process. If you would like for a vehicle to be removed from your acco

Issues with Specific EV Brands (Hyundai, Kia, GMC, Ford)

We've identified some challenges with certain electric vehicle brands and models, specifically Ford, Kia, Hyundai, GMC, Chevy, Cadillac, and the Nissan Leaf. These issues stem from inconsistencies in these manufacturers' APIs, which can affect the re

Smart Schedule not working

In order for a Smart Schedule to work in the NeoCharge App, you must have a connected vehicle brand (like Tesla, Audi, BMW, Ford, GMC, Hyundai, Jaguar, Land Rover, Lexus, Porsche, Toyota Bz4X, and Volvo). Mercedes and Rivian do not yet offer Scheduli

Why are costs not tracking for my Smart Splitter devices?

Accurate cost tracking starts with having a location setup and then attaching a utility rate to the location. Setting Up Utility Rate:. Custom Utility Rates:. Smart Splitter Cost Tracking:. ❌ If you are still seeing this purple dot below on your Smar

Why is nothing showing in my account?

If you have an issue where data is not populating or the screen is blank, this is fixed by signing out and signing back in. If you are still having issues AFTER signing out and back in, please shake your phone or use the "Feedback" button in the sett