Simple instructions for reporting bugs by shaking your phone while using the NeoCharge app.

<div data-block="true" data-editor="2bt1" data-offset-key="fhmte-0-0" id="isPasted"><div data-offset-key="fhmte-0-0">How to Report a Bug:</div></div><div data-block="true" data-editor="2bt1" data-offset-key="fqp1m-0-0"><div data-offset-key="fqp1m-0-0">1. Navigate to the screen where you came across the bug</div></div><div data-block="true" data-editor="2bt1" data-offset-key="dibgv-0-0"><div data-offset-key="dibgv-0-0">2. Shake your phone. This will trigger a form to appear where you can enter bug details or feedback. Alternatively, click &quot;Feedback&quot; in the settings menu.</div></div><div data-block="true" data-editor="2bt1" data-offset-key="6mnas-0-0"><div data-offset-key="6mnas-0-0">3. Fill out the form: Describe the issue you encountered. Be as detailed as possible</div></div><div data-block="true" data-editor="2bt1" data-offset-key="ahngi-0-0"><div data-offset-key="ahngi-0-0">4. Submit: Send your report. It will automatically include relevant logs and screenshots</div></div>

How do I report a bug in the app?

Information about current vehicle compatibility and upcoming brand integrations.

We currently integrate with 15 EV brands and we are working on new brand integrations over the coming months as well. In Q4 2024 we have added BETA integrations with Jeep, Subaru, Ram, Dodge, Fiat, Chrysler, and Mazda. Some have better integrations then others and you can&#xA0;<a href="https://developers.enode.com/api/capabilities/vehicle">Find our extensive list of supported vehicles here.</a> If you have a non-compatible vehicle, you can utilize the Smart Splitter for energy and cost tracking. So long as you have a location/rate set to the Smart Splitter, the Smart Splitter will continue to track costs and enable accurate energy session tracking.If you have a Smart EV charger (Wallbox, ChargePoint, JuiceBox, or the new Tesla Wall Connector) we have a direct integration with these chargers. This will allow Smart Scheduling to be scheduled through the NeoCharge app using the charger&apos;s API controls.&#xA0;Future Integrations:<ul><li style="font-size: 16px;">Some integrations and brands can be more difficult, but we&apos;re continuously working on expanding our coverage.</li></ul>

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

Details about known challenges with certain vehicle brands and available workarounds.

We&apos;ve identified some challenges with certain electric vehicle brands and models, specifically&#xA0;Ford, Kia, Hyundai, GMC, Chevy, Cadillac, and the Nissan Leaf.&#xA0;These issues stem from inconsistencies in these manufacturers&apos; APIs, which can affect the reliability of our app&apos;s features for these vehicles.What this means for you:<ul><li dir="ltr" style="text-decoration:none;">Some features may not work intermittently</li><li dir="ltr" style="text-decoration:none;">Data updates might be delayed or inconsistent</li><li dir="ltr" style="text-decoration:none;">Certain functions may be limited or unavailable</li></ul>We&apos;re actively working with these manufacturers to improve integration. In the meantime, we recommend:<ul><li dir="ltr" style="text-decoration:none;">Keeping your app updated to the latest version</li><li dir="ltr" style="text-decoration:none;">Manually refreshing data when needed</li><li dir="ltr" style="text-decoration:none;">Using basic timer functions as a backup</li></ul>We apologize for any inconvenience and appreciate your patience as we work to resolve these issues. We are working on some workarounds using Smart EV Chargers that can be used to mitigate unreliable vehicle APIs.

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

Guide to resolving scheduling issues and ensuring proper vehicle compatibility.

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 Scheduling.&#xA0; Additionally,&#xA0;please make sure that the scheduling feature on your EV is turned off, as the Smart Schedule in the NeoCharge App WILL be overridden by any schedule you set in your EV. If you are still having issues with scheduling we would suggest deleting your schedule and recreating them. This can help fix issues.For now, what we recommend for non-compatible vehicles is to utilize the Smart Splitter for energy and cost tracking. If you have a Smart EV charger (Wallbox, ChargePoint, JuiceBox, or the new Tesla Wall Connector) we will be adding a direct integration with these chargers in a few months. This will allow Smart Scheduling through the NeoCharge app using the charger&apos;s API controls.&#xA0;

Smart Schedule not working

How to properly set up location and utility rates for accurate cost tracking.

Accurate cost tracking starts with having a location setup and then attaching a utility rate to the location.Setting Up Utility Rate:<ol><li style="font-size: 16px;">In the NeoCharge app, go to &apos;Settings&apos; &gt; &apos;Utility Rates OR Your Locations&apos;.</li><li style="font-size: 16px;">Select your utility provider and rate plan.</li><li style="font-size: 16px;">If your exact plan isn&apos;t listed, you can manually input your rates through our custom rates features.</li></ol>Custom Utility Rates:<ul><li style="font-size: 16px;">Include any Time-of-Use (TOU), weekend/weekday, and monthly differences in your rate.</li></ul>Smart Splitter Cost Tracking:<ul><li style="font-size: 16px;">To track costs through your Smart Splitter directly:<ol style="font-size: initial;"><li style="font-size: 16px;">Click on the Smart Splitter tile on the home screen.</li><li style="font-size: 16px;">Attach a location/rate to your splitter for energy tracking. You can do this by clicking the Smart Splitter at the top of the screen on your Smart Splitter page. Cost tracking will not work if you dont attach a location/rate to your Smart splitter. This is the screen for attaching your location/rate, press confirm to attach your rate.:</li></ol></li></ul><img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2024102917-e71e00e8-f397-4100-b149-dec98f740858-img_cc755405af91-1.jpeg" style="width: 300px;" class="fr-fic fr-dib">&#x274C; If you are still seeing this purple dot below on your Smart Splitter tile, you ARE NOT FULLY SETUP. This indicates that NO location/rate is attached so cost tracking will NOT work.&#xA0;<img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2024102917-b5b44dbb-e668-4d13-b8be-62e2cbde50b0-screenshot%202024-10-29%20at%2011.33.06%E2%80%AFam.png" style="width: 300px;" class="fr-fic fr-dib">&#x2705;&#xA0; This is what you will see when your Smart Splitter location/rate is correctly setup:<img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2024102917-6884c252-4439-4d84-83f7-d5f47e241d7d-img_c043ca42aff8-1.jpeg" style="width: 300px;" class="fr-fic fr-dib">Note: Cost tracking will start working for all future charging sessions once set up in app.

Why are costs not tracking for my Smart Splitter devices?

Quick fixes for blank screens and data population issues in your NeoCharge 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 &quot;Feedback&quot; button in the settings for further assistance.&#xA0;

Why is nothing showing in my account?

Complete walkthrough of connecting your Smart Splitter to your home network using Bluetooth and WiFi.

<h2 id="isPasted">Overview</h2>This guide walks you through connecting your Smart Splitter to your home network through a simple three-step process: Bluetooth pairing, WiFi connection, and dashboard setup. Whether you&apos;re setting up for the first time or troubleshooting connection issues, these instructions will help ensure successful installation and operation.<h2 id="before-you-begin">Before You Begin</h2><h3 id="isPasted">Required Device Settings</h3><ul><li>iOS Users:<ul><li>Be sure you accept/enable Bluetooth</li><li>Keep Bluetooth turned on throughout the setup process</li></ul></li><li>Android Users:&#xA0;Before starting, verify these required settings:<ul><li>Android OS 10 or higher</li><li>Power-Saving Mode is OFF</li><li>Airplane Mode is OFF</li><li>Location Permissions are granted to the NeoCharge app<ul><li>Note: Android requires location permission for Bluetooth Low Energy (BLE) scanning</li></ul></li><li>Bluetooth is enabled in phone settings</li><li>Location Services are enable</li><li>Keep both Bluetooth and Location turned on throughout the entire setup process</li></ul></li></ul><h3 id="isPasted" style="line-height: 1;">Installation Requirements</h3><ul><li>Ensure your Smart Splitter is properly installed and receiving power</li><li>Install / update to the latest version of the NeoCharge mobile app</li><li>Stay with 15 feet of your Smart Splitter</li><li>Have your WiFi network password ready</li></ul><h2 id="connection-process">Connection Process</h2><h3 id="isPasted">Step 1: Initiate Bluetooth Pairing Mode. First, you&apos;ll need to perform a factory reset to initiate Bluetooth pairing mode:</h3><ol><li style="font-family: Inter;">Locate the breaker your Smart Splitter is on in your electric panel.</li><li style="font-family: Inter;">Perform a factory reset:<ul style="font-family: initial;"><li style="font-family: Inter;">Turn breaker OFF (wait 4 seconds)</li><li style="font-family: Inter;">Turn breaker ON (wait 4 seconds)</li><li style="font-family: Inter;">Repeat 4 more times total</li></ul></li><li style="font-family: Inter;">After the factory reset completes:<ul style="font-family: initial;"><li style="font-family: Inter;">The device will briefly flash RED</li><li style="font-family: Inter;">Light will turn WHITE</li><li id="isPasted" style="font-family: Inter;">BLINKING BLUE&#xA0;will begin, indicating Bluetooth pairing mode.</li></ul></li></ol><h3 id="step-2-connect-via-bluetooth">Step 2: Connect via Bluetooth</h3><img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2025010420-48950b57-10c8-407e-9959-b237136227cb-mockuuups-3bdlf8jd9pymbjg4fnf2fd%20(3).png" style="width: 239px;" class="fr-fic fr-dib fr-fil">Once you see&#xA0;BLINKING BLUE&#xA0;lights:<ul><li style="font-family: Inter;">Bluetooth is active and ready to pair!</li><li style="font-family: Inter;">Stay within 15 feet of your Smart Splitter</li><li style="font-family: Inter;">&#xA0;Open the app and click the green &quot;Continue, I see Blinking Blue Lights&quot; button<ul style="font-family: initial;"><li style="font-family: Inter;">The app will begin searching for your Smart Splitter</li><li style="font-family: Inter;">Maintain proximity to the Smart Splitter during the connection process</li></ul></li></ul><h3 id="step-3-wifi-network-connection">Step 3: WiFi Network Connection<img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2025010419-3bdcec5b-2248-4a35-8011-554a12ceb66c-mockuuups-3bdlf8jd9pymbjg4fnf2fd%20(2).png" style="width: 239px;" class="fr-fic fr-dib fr-fil"></h3><ol><li style="font-family: Inter;">Once Bluetooth connection is established, you&apos;ll be prompted to select your WiFi network</li><li style="font-family: Inter;">Choose your home network from the available networks list</li><li style="font-family: Inter;">Enter your WiFi network password when prompted. Please double check you typed in the right WiFI password!</li><li style="font-family: Inter;">Wait for the connection process to complete<img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2025010419-4f5c8520-53d2-4496-a246-2ff22fde55e1-mockuuups-3bdlf8jd9pymbjg4fnf2fd.png" style="width: 243px;" class="fr-fic fr-dib fr-fil"></li><li style="font-family: Inter;">Once connected to WiFi, the Smart Splitter will automatically receive an over-the-air update if a new firmware version is available. A firmware update is in progress if the device is flashing PURPLE.</li></ol><h2 id="smart-splitter-troubleshooting"> Smart Splitter Troubleshooting</h2><h4 style="line-height: 1;" id="1-bluetooth-connection-issuesif-you-dont-see-blinking-blue-lights-the-most-common-reason-is-an-incomplete-factory-reset-or-outdated-firmware-if-you-bought-your-smart-splitter-before-2023-a-proper-factory-reset-is-required-to-initiate-bluetooth-pairing-mode">1. Bluetooth Connection Issues.&#xA0;If You Don&apos;t see blinking blue lights, the most common reason is an incomplete factory reset OR outdated firmware (if you bought your Smart Splitter before 2023). A proper factory reset is REQUIRED to initiate Bluetooth pairing mode.</h4>Factory Reset Steps:<ol><li style="font-family: Inter;">Locate the breaker controlling your Smart Splitter</li><li style="font-family: Inter;">Perform EXACTLY FIVE power cycles:<ul style="font-family: initial;"><li style="font-family: Inter;">Turn breaker OFF (wait 4 seconds)</li><li style="font-family: Inter;">Turn breaker ON (wait 4 seconds)</li><li style="font-family: Inter;">Repeat 4 more times (5 total cycles)</li></ul></li><li style="font-family: Inter;">Watch for this sequence:<ul style="font-family: initial;"><li style="font-family: Inter;">Brief RED flash</li><li style="font-family: Inter;">Solid WHITE light</li><li style="font-family: Inter;">BLUE flashing begins (confirms successful reset)</li><li style="font-family: Inter;">Pairing mode stays active for 5 minutes</li></ul></li></ol>For Older Smart Splitter Models:<ul><li style="font-family: Inter;">If your serial number contains P6, P5, P4, P3, or P2, contact NeoCharge support with your full Smart Splitter serial number.</li><li style="font-family: Inter;">These Smart Splitters may need firmware updates to enable detection via bluetooth for the NeoCharge app.</li></ul><h3 id="2-wifi-connection-issues-if-your-smart-splitter-wont-connect-to-wifi">2. WiFi Connection Issues. If your Smart Splitter won&apos;t connect to WiFi:</h3><ol><li style="font-family: Inter;">Verify WiFi Network Status:<ul style="font-family: initial;"><li style="font-family: Inter;">Test network with other devices</li><li style="font-family: Inter;">Confirm correct password entry</li><li style="font-family: Inter;">Check router signal strength at installation location</li></ul></li><li style="font-family: Inter;">Basic Troubleshooting:<ul style="font-family: initial;"><li style="font-family: Inter;">Perform a single power cycle using your breaker</li><li style="font-family: Inter;">Verify the device is within range of your WiFi router</li><li style="font-family: Inter;">Ensure stable network conditions</li></ul></li></ol><h3 id="3-dashboard-display-issues-if-your-smart-splitter-isnt-appearing-on-the-dashboard">3. Dashboard Display Issues. If your Smart Splitter isn&apos;t appearing on the dashboard:</h3><ol><li style="font-family: Inter;">Account-Related Checks:<ul style="font-family: initial;"><li style="font-family: Inter;">For users with a second account: Contact support for device reassociation</li><li style="font-family: Inter;">Verify device listing in &quot;Connected Devices&quot; settings and check WiFi connection status</li><li style="font-family: Inter;">Close and reopen the app</li><li style="font-family: Inter;">Try removing and re-adding the device</li><li style="font-family: Inter;">Contact NeoCharge support if issues persist</li></ul></li></ol><h3 id="4-device-enrollment-issues-if-your-device-shows-as-enrolled-to-another-user">4. Device Enrollment Issues. If your device shows as enrolled to another user:</h3><ol><li style="font-family: Inter;">Shake your phone while in the app</li><li style="font-family: Inter;">Provide your Smart Splitter serial number to support</li><li style="font-family: Inter;">Support will help transfer device ownership</li></ol><h2 id="isPasted">Light Indicator Guide</h2>Understanding your Smart Splitter&apos;s LED indicators:<ul><li style="font-family: Inter;">BLINKING BLUE: Bluetooth pairing mode is active (stays active for 5 minutes)</li><li style="font-family: Inter;">WHITE: Device is powered and operating normally</li><li style="font-family: Inter;">NO LIGHTS: Device may not be receiving power</li></ul><h2 id="additional-support">Additional Support</h2>For any issues not resolved by this guide:<ul><li style="font-family: Inter;">Use the in-app support feature (shake phone)</li><li style="font-family: Inter;">Have your Smart Splitter serial number ready</li><li style="font-family: Inter;">Support team will provide specialized assistance based on your specific situation and include screenshots or a screen recording for quickest assistance.</li></ul>

Smart Splitter Setup & Connection Guide

Legacy Smart Splitter Support Guide (Pre-2023 Models). Overview. If you purchased your Smart Splitter before 2023, you have one of our legacy models that helped pioneer home EV charging solutions. While these devices continue to provide reliable serv

Legacy Smart Splitter Support Guide (Pre-2023 Models)OverviewIf you purchased your Smart Splitter before 2023, you have one of our legacy models that helped pioneer home EV charging solutions. While these devices continue to provide reliable service for many users, they have some limitations compared to our current models. This guide will help you understand your options and ensure continued safe operation.Identifying Legacy ModelsYour Smart Splitter is a legacy model if:<ul><li>Purchased before January 2023</li><li>Serial number contains P6, P5, P4, P3, or P2</li><li>Has a 2-year warranty (current models have 3-year warranty)</li><li>Cannot connect to the NeoCharge app</li><li>Does not have blinking blue lights during pairing mode</li></ul>Key Limitations of Legacy Models1. App Compatibility<ul><li>Cannot connect to the NeoCharge app</li><li>No WiFi connectivity or firmware updates</li><li>No energy monitoring or scheduling features</li><li>Manual operation only</li></ul>2. Hardware Differences<ul><li>Earlier relay design</li><li>Previous generation safety components</li><li>Different internal architecture</li><li>Incompatible firmware branch</li></ul>3. Warranty Status<ul><li>Originally covered by 2-year warranty</li><li>Most units now outside warranty period</li><li>Limited repair options available</li></ul>Continued Safe OperationYour Legacy Smart Splitter Still Works For:<ul><li>&#x2705; Basic automatic switching between two devices</li><li>&#x2705; Standard appliance + EV charging setups</li><li>&#x2705; Dual EV sequential charging</li><li>&#x2705; All original safety features remain functional</li></ul>Operating Guidelines:<ol><li>Maintain proper amperage limits<ul><li>30A circuits: Maximum 24A per device</li><li>50A circuits: Maximum 40A per device</li></ul></li><li>Regular inspection<ul><li>Check for signs of overheating</li><li>Ensure secure outlet connection</li><li>Monitor for unusual sounds or smells</li></ul></li><li>Professional evaluation<ul><li>Have an electrician inspect if you notice any issues</li><li>Consider outlet replacement if showing wear</li></ul></li></ol>Upgrade to the Latest TechnologyWe appreciate our early adopters! As a thank you for being part of our journey, we offer an exclusive upgrade program for legacy Smart Splitter owners.&#x1F3AF; <a href="https://getneocharge.com/pages/smart-splitter-upgrade-claim">Click Here to Access Your Upgrade Offer</a>Upgrade Benefits:<ul><li>Special pricing for legacy owners</li><li>3-year warranty on new device</li><li>Full app connectivity and energy monitoring</li><li>Latest safety enhancements</li><li>Current firmware with automatic updates</li><li>Smart scheduling capabilities</li><li>Real-time energy tracking</li></ul>Troubleshooting Legacy ModelsCommon Issues and Solutions:Switching Problems:<ul><li>Perform manual power cycle (breaker off/on once)</li><li>Verify amperage settings haven&apos;t changed</li><li>Check physical connections</li></ul>Overheating Concerns:<ul><li>Reduce charging amperage</li><li>Inspect outlet condition</li><li>Consider industrial-grade outlet upgrade</li></ul>LED Indicators (Legacy Meanings):<ul><li>May differ from current models</li><li>Solid lights typically indicate normal operation</li><li>Flashing or off may indicate issues</li></ul>Safety ConsiderationsWhen to Replace Immediately:<ul><li>Visible damage or burn marks</li><li>Frequent breaker trips at proper amperage</li><li>Unusual smells or sounds</li><li>Loose outlet connection</li><li>Any signs of overheating</li></ul>Preventive Measures:<ul><li>Don&apos;t exceed recommended amperage</li><li>Ensure proper ventilation</li><li>Regular visual inspections</li><li>Professional evaluation if concerned</li></ul>Frequently Asked Questions&quot;Can I still use my legacy Smart Splitter?&quot;Yes, if it&apos;s functioning properly and showing no signs of damage. Follow the amperage guidelines and perform regular inspections.&quot;Is my legacy model less safe?&quot;While it lacks some modern enhancements, it still meets the safety standards from when it was manufactured. However, our current models include additional safety features and monitoring capabilities.&quot;Can my legacy model be updated?&quot;Unfortunately, the hardware and firmware architecture cannot be updated to work with our current app. The <a href="https://getneocharge.com/pages/smart-splitter-upgrade-claim">upgrade program</a> offers the best path to modern features.&quot;What if my legacy model fails?&quot;Visit our <a href="https://getneocharge.com/pages/smart-splitter-upgrade-claim">upgrade program page</a> for exclusive pricing available to legacy owners.Moving ForwardWhile your legacy Smart Splitter may continue working reliably, upgrading to a current model provides enhanced safety features, smart capabilities, and peace of mind with extended warranty coverage.Ready to Upgrade?<a href="https://getneocharge.com/pages/smart-splitter-upgrade-claim">Access Your Exclusive Upgrade Offer &#x2192;</a>

Legacy Smart Splitter Support Guide (Pre-2023 Models)

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Troubleshooting

Setting Up Your Smart Splitter (Installation Guide)

Smart Splitter Quick Start Guide

Smart Splitter Safety Guidelines and Cautionary Advice

Smart Splitter Mounting Bracket Guide

Understanding Smart Splitter Indicator Lights

Downloading and Setting Up the NeoCharge App

Getting Started - Smart Splitter

How Does the Smart Splitter Work?

Use Cases: What Appliances Does it Work With?

Primary vs Secondary Outlets Explained