Step-by-step process for diagnosing and resolving common Smart Splitter and app issues.

If you&apos;re experiencing app/Smart Splitter issues, try these simple troubleshooting steps below: Take our new troubleshooting wizard: <a data-fr-linked="true" href="https://neocharge.typeform.com/troubleshoot" id="isPasted">https://neocharge.typeform.com/troubleshoot</a> Specific issues: 1. <a href="https://help.getneocharge.com/en-US/having-smart-splitter-app-connection-issues-758665">Smart Splitter WiFi/App Connection Guide</a> 2. <a href="https://help.getneocharge.com/en-US/why-are-costs-not-tracking-for-my-smart-splitter-devices-821821">Costs Not Tracking on Splitter? CLICK HERE.</a> 3. <a href="https://help.getneocharge.com/en-US/my-vehicle-makemodel-is-not-supported-in-the-app---what-should-i-do-758662">EV Not Listed?</a> 4.&#xA0;<a href="https://help.getneocharge.com/en-US/smart-schedule-not-working-758670" id="isPasted">Smart Scheduling Issues? CLICK HERE</a>.App issues<ul style="font-weight: initial; list-style-type: circle;"><li style="font-size: 16px; line-height: 1.15; font-family: Inter;">Ensure your app is updated to the latest version. It is recommended to have automatic app updates turned on in your IOS/Android settings. </li><li style="font-weight: bold; font-family: Inter;">*Log out of your account and log back in*.&#xA0;If problems persist, try force closing the neocharge app and reopening.</li></ul>Smart Splitter Issues<ul><li style="line-height: 1; font-size: 16px; font-family: Inter;">Look at the last seen time on the Smart Splitter tile on the home screen. If longer then a day, try power cycling the device by flipping the circuit breaker off and then on again ONE time. This can help kick-start WiFi.</li><li style="font-family: Inter;">Ensure the Smart Splitter is plugged in and the circuit breaker in the panel is in the ON position.</li><li style="font-size: 16px; line-height: 1; font-family: Inter;">If the above doesn&apos;t work, please factory reset (turn your breaker off/on 5 times waiting 4 seconds in between each on and off flip) and re-pair your Smart Splitter within the NeoCharge app. This can often fix wifi connection issues and help you update to the latest firmware. Find more details in our&#xA0;<a href="https://help.getneocharge.com/en-US/having-smart-splitter-app-connection-issues-758665">Smart Splitter WiFi/App Connection Guide</a></li></ul> If none of these steps resolve your issue, please contact our support team with specific details about the problem you&apos;re experiencing. If it is an app-related issue, please create a bug report by shaking your phone in the NeoCharge app.

General Smart Splitter Troubleshooting Steps

A simple guide to performing a factory reset by cycling power five times to resolve common issues.

Having an issue with your Smart Splitter? The first thing we will recommend users try in most cases is to perform a factory reset.&#xA0;To perform a factory reset, you will need to power cycle your NeoCharge 5 times - you can do this by flipping the breaker on and off 5 times. Wait 4 seconds in between each ON and OFF switch.Once the reset is successfully performed, you will see both the indicator LEDs flash RED and then go back to WHITE. Bluetooth on the smart splitter will be active for 5 minutes after your factory reset and is indicated by blinking BLUE lights on the smart splitter. You should also hear the device click when the unit boots back up.&#xA0;Still having trouble or have additional questions? Go ahead and contact our customer support and we&apos;ll help get you situated.

Smart Splitter - Factory Reset Instructions

Troubleshooting steps to resolve issues with the auto-switching functionality between Primary and Secondary outlets.

When Your Smart Splitter Stops Working ProperlyIf your Smart Splitter has been working fine but suddenly isn&apos;t switching between devices as expected, don&apos;t worry - this is often easily resolved. This guide will walk you through systematic troubleshooting steps to get your Smart Splitter working properly again.Common Switching IssuesSymptoms You May Experience:<ul><li>Primary device finishes but Secondary doesn&apos;t start</li><li>Both outlets trying to run simultaneously (causing breaker trips)</li><li>Smart Splitter not recognizing when Primary device stops</li><li>Delayed or inconsistent switching behavior</li><li>LED indicators showing unexpected colors/patterns</li></ul>Step-by-Step TroubleshootingStep 1: Verify Your Charging Settings Haven&apos;t ChangedWhy This Matters:Even if nothing has physically changed, software updates to your EV or charger can alter amperage settings or charging schedules without your knowledge.What to Check:<ul><li>Total load calculation: Primary + Secondary must not exceed switching limits</li><li>30A circuits: Each device must pull a maximum of 24A for proper switching</li><li>50A circuits: Combined load must be 40A or less for simultaneous charging. If the combined load exceeds the switching limit (44A), the Smart Splitter will shut off the Secondary</li></ul>Common Culprit:<ul><li>Vehicle software updates may reset charging to default (often 32A)</li><li>Smart charger apps may have updated settings</li><li>Time-of-use schedules may have changed amperage</li></ul>Step 2: Perform a Factory ResetPurpose: Clears any corrupted settings and resets internal relaysFactory Reset Procedure:<ol><li>Locate your Smart Splitter&apos;s circuit breaker</li><li>Power cycle EXACTLY 5 times:<ul><li>Turn breaker OFF (wait 4 seconds)</li><li>Turn breaker ON (wait 4 seconds)</li><li>Repeat 4 more times (5 total cycles)</li></ul></li><li>Watch for confirmation:<ul><li>LEDs flash RED briefly</li><li>Return to WHITE</li><li>You should hear relay clicks</li></ul></li></ol>Important: Count carefully - must be exactly 5 cycles for proper resetStep 3: Update Firmware via WiFiWhy Firmware Matters:<ul><li>Fixes known bugs</li><li>Improves switching algorithms</li><li>Enhances compatibility with newer EVs/chargers</li></ul>How to Check/Update:<ol><li>Open the NeoCharge app</li><li>Confirm your Smart Splitter shows as &quot;Connected&quot;</li><li>If not connected:<ul><li>Perform factory reset (Step 2)</li><li>Look for BLUE flashing LED (pairing mode)</li><li>Follow in-app connection instructions</li></ul></li><li>Once connected, firmware updates automatically when:<ul><li>No power is being drawn from either outlet</li><li>Device has been idle for a few minutes</li></ul></li></ol>Note: Keep the Smart Splitter connected to WiFi for automatic future updatesStep 4: Test Basic FunctionalitySimple Switching Test:<ol><li>Plug a simple appliance (lamp, fan) into Primary</li><li>Plug EV charger into Secondary</li><li>Turn on appliance - Secondary should pause</li><li>Turn off appliance - Secondary should resume</li><li>If this works, issue may be device-specific</li></ol>Check LED Indicators:<ul><li>WHITE: Normal idle state</li><li>GREEN: Active power draw</li><li>YELLOW: Secondary paused by Primary</li><li>ORANGE: Overcurrent detected</li><li>RED: Internal fault</li></ul>Step 5: Advanced ChecksVerify Physical Connections:<ul><li>Ensure Primary (PRI) and Secondary (SEC) aren&apos;t reversed</li><li>Check for loose connections at outlet</li><li>Confirm mounting bracket isn&apos;t causing shorts</li><li>Look for any signs of overheating or damage</li></ul>Check for Conflicting Schedules:<ul><li>EV charging schedules</li><li>Smart charger schedules</li><li>Time-of-use settings</li><li>NeoCharge app schedules</li></ul>Environmental Factors:<ul><li>Recent power outages</li><li>Electrical work in home</li><li>New appliances on same circuit</li><li>Weather-related power fluctuations</li></ul>When to Contact SupportEscalate to NeoCharge Support If:<ul><li>Factory reset doesn&apos;t resolve the issue</li><li>Firmware is up-to-date but problems persist</li><li>LED indicators show RED (blinking or solid)</li><li>Physical damage is visible</li><li>Switching worked briefly after reset but failed again</li></ul>Information to Provide Support:<ol><li>Serial number (found on device label)</li><li>When the issue started (specific date if possible)</li><li>What changed (new EV, charger, settings, etc.)</li><li>LED colors/patterns during the issue</li><li>Results of troubleshooting steps</li></ol>Support Can Check Logs For:<ul><li>Historical switching patterns</li><li>Overcurrent events</li><li>Firmware version</li><li>Connection stability</li><li>Internal error codes</li></ul>Preventive MeasuresKeep Your Smart Splitter Healthy:<ol><li>Maintain WiFi connection for automatic updates</li><li>Monitor amperage settings after any changes</li><li>Check monthly that mounting is secure</li><li>Document your settings for future reference</li></ol>Regular Maintenance:<ul><li>Visual inspection every 3-6 months</li><li>Ensure adequate ventilation around device</li><li>Keep the area around outlet clear</li><li>Test switching periodically</li></ul>Quick Resolution Checklist<ul><li>Verified amperage settings are within limits</li><li>Performed factory reset (5 power cycles)</li><li>Connected to WiFi for firmware updates</li><li>Tested with simple appliances</li><li>Checked all physical connections</li><li>Reviewed LED indicator meanings</li><li>Gathered info for support (if needed)</li></ul>Bottom LineMost switching issues are resolved through the steps above, particularly the factory reset and firmware update. The Smart Splitter is designed to be highly reliable, and when issues occur, they&apos;re typically related to settings or temporary software glitches rather than hardware failures.If you&apos;ve completed all troubleshooting steps without success, our support team has additional diagnostic tools to identify and resolve the issue quickly. Don&apos;t hesitate to reach out - we&apos;re here to ensure your Smart Splitter works perfectly for years to come.

Smart Splitter Not Switching Correctly - Troubleshooting Guide

Comprehensive guide to understanding what each LED color and pattern indicates about your Smart Splitter's status.

Your Smart Splitter uses LED indicators to communicate its status. Here&apos;s what each color and pattern means:<img src="https://attachments.gorgias.help/P4k1n6jALLxreOX9/hc/r1WE86rb816J4Mvg/2025020600-4a9dd289-776e-4e6d-a130-37ab071799fb-group%201597880576%20(1).png" style="width: 300px;" class="fr-fic fr-dii">Power Status:<ul><li>WHITE: Idle</li><li>GREEN: Receiving power</li><li>YELLOW: Secondary paused by Primary Session</li><li>YELLOW (blinking): Secondary paused by App Schedule</li></ul>Connection Status:<ul><li>BLUE (double blink): WiFi Setup - Pairing Mode</li><li>BLUE (solid for 3 seconds): Indicates successful WiFi connection on startup</li><li>PURPLE (blinking): Firmware update in progress</li></ul>Error Status:<ul><li>ORANGE (solid): Secondary Error - Overcurrent. Verify charging rate is less than Max Load (see Table A below)</li><li>ORANGE (blinking): Secondary Error - Persistent Overcurrent. Reboot Smart Splitter (turn the breaker OFF/ON one time) and adjust charge rate</li><li>RED (solid for 3 seconds): Indicates Successful Factory Reset</li><li>RED (blinking): Internal Fault. Please reach out to NeoCharge Support</li></ul>Table A<table style="width: 100%;"><tbody><tr><td style="width: 33.3333%; background-color: rgb(209, 213, 216);">Circuit Breaker</td><td style="width: 33.3333%; background-color: rgb(209, 213, 216);">Switching Limit*</td><td style="width: 33.3333%; background-color: rgb(209, 213, 216);">Max Load (each outlet)</td></tr><tr><td style="width: 33.3333%;">50 Amps</td><td style="width: 33.3333%;">44 Amps</td><td style="width: 33.3333%;">40A on Pri / 32A Recommended for Sec (max 40A)</td></tr><tr><td style="width: 33.3333%;">40 Amps</td><td style="width: 33.3333%;">34A</td><td style="width: 33.3333%;">32A</td></tr><tr><td style="width: 33.3333%;">30 Amps</td><td style="width: 33.3333%;">10A</td><td style="width: 33.3333%;">24A</td></tr><tr><td style="width: 33.3333%;">20 Amps</td><td style="width: 33.3333%;">10A</td><td style="width: 33.3333%;">26A</td></tr></tbody></table>

Smart Splitter - LED Status Guide

Learn why circuit breakers trip when charging amperage exceeds 24A on 30A circuits and how to adjust your settings to prevent this.

Understanding Why Circuit Breakers TripCircuit breakers are critical safety devices that protect your home&apos;s electrical system. When they trip, they&apos;re doing their job - preventing potential fire hazards and electrical damage.How Breakers Work<ul><li>Thermal Protection: Breakers contain a thin metal alloy strip that heats up as current flows through it</li><li>Temperature Threshold: When the metal reaches a certain temperature, it bends and breaks the circuit</li><li>Time Factor: Breakers don&apos;t trip based on instantaneous current readings - they trip from sustained heat buildup</li><li>Gradual Degradation: Consistent overcurrent situations cause the breaker to degrade over time, leading to more frequent trips</li></ul>The 80% Rule (NEC Code Requirement)The National Electrical Code (NEC) mandates that continuous loads should not exceed 80% of the circuit breaker rating. This is why:Maximum Safe Charging Rates:<ul><li>30A Breaker: Maximum 24A continuous charging</li><li>40A Breaker: Maximum 32A continuous charging</li><li>50A Breaker: Maximum 40A continuous charging</li></ul>Important:&#xA0;The Smart Splitter has an internal software breaker designed to protect your system by shutting off the Secondary outlet during extended overcurrent situations.Why Your Breaker is TrippingIf you&apos;re charging above the safe limits:<ul><li>32A charging on a 30A breaker: This exceeds the 24A safe limit by 33%</li><li>Initial tolerance: The breaker may not trip immediately due to thermal mass</li><li>Progressive degradation: Over weeks or months, the breaker&apos;s metal alloy weakens from repeated overheating</li><li>Eventual failure: The breaker begins tripping more frequently as it degrades</li></ul>Real-World Example:A 32A charger on a 30A circuit might work fine for months. However, the consistent 8A overcurrent gradually damages the breaker&apos;s thermal element, eventually causing frequent trips. This is the breaker protecting your home from potential fire hazards.Solutions (In Order of Recommendation)Solution 1: Reduce Charging Amperage (Immediate Fix)For 30A Circuits:<ul><li>Set charging to 24A or less</li><li>Check your vehicle&apos;s app or dashboard settings</li><li>Some vehicles allow in-car amperage adjustment (Tesla, BMW, etc.)</li></ul>For 40A Circuits:<ul><li>Set charging to 32A or less</li></ul>For 50A Circuits:<ul><li>Set charging to 40A or less</li></ul>Solution 2: Purchase an Adjustable EV ChargerIf your current charger is locked at 32A (common with Ford, VW, and some other manufacturer-provided chargers):Recommended Options:<ul><li>LENZ Level 2 Charger: Manual amperage adjustment via dip switches</li><li>Wallbox Pulsar Plus: Smart charger with app-based amperage control</li><li>You&apos;ll need a NEMA adapter (~$35) to match your outlet configuration</li><li>These remain compatible with your Smart Splitter</li></ul>Solution 3: Electrical Panel Upgrade (Long-term Solution)If you have available panel capacity:<ul><li>Install a 50A dedicated circuit</li><li>Allows full 32A charging without issues</li><li>Future-proof for dual EV charging with Smart Splitter</li><li>More expensive due to installation costs</li><li>Requires licensed electrician</li></ul>Troubleshooting Steps<ol><li>Verify Current Charging Rate<ul><li>Check your EV&apos;s app or dashboard</li><li>Contact your EV manufacturer if unsure</li><li>Some chargers display current draw on the unit itself</li></ul></li><li>Adjust If Possible<ul><li>Try setting to 20A initially (safe for all circuits)</li><li>Gradually increase if needed, staying within limits</li></ul></li><li>Monitor Performance<ul><li>If breaker continues tripping at safe amperage levels, the breaker may be damaged</li><li>Consider having an electrician inspect/replace the breaker</li></ul></li></ol>When to Take ActionImmediate Action Required If:<ul><li>Breaker trips frequently (daily/weekly)</li><li>You smell burning or see discoloration at the outlet</li><li>The breaker feels hot to touch</li><li>You cannot reduce charging amperage</li></ul>Contact Support If:<ul><li>You need help identifying your charging rate</li><li>You want specific charger recommendations</li><li>The issue persists after reducing amperage</li></ul>Safety ReminderThe Smart Splitter&apos;s internal protection and your home&apos;s circuit breaker are working together to keep you safe. When they trip or shut off, they&apos;re preventing potentially dangerous situations. Never attempt to bypass or modify these safety features.Always consult a licensed electrician for:<ul><li>Breaker replacements</li><li>Circuit upgrades</li><li>Any electrical work beyond adjusting charging settings</li></ul>Remember: It&apos;s better to charge slower and safely than to risk electrical fires or damage to your home&apos;s wiring.<div data-block="true" data-editor="5frha" data-offset-key="bm0a4-0-0"> </div>

Circuit Breaker Tripping Troubleshooting Guide

Quick guide to rebooting your Smart Splitter to resolve common issues and ensure proper operation.

Rebooting your Smart Splitter is simple and an effective way to ensure things are working correctly. To reboot your splitter you just need to turn the circuit breaker to your splitter off/on ONE time.&#xA0; This often will ensure your WiFi connection is reinitiated if your Smart Splitter hasn&apos;t been communicating with the cloud for a few days-ensuring your sessions/energy sessions are coming through. We are working on improving reliability but this is the best work around in the meantime.Feel free to chat with your energy assistant in app if you need anything!

How and why should I reboot my Smart Splitter?

Troubleshooting guide for when your Secondary outlet stops providing power.

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&apos;s what you can do:<ol><li dir="ltr" style="text-decoration:none;">Factory reset your device by flipping your circuit breaker off/on 5 times, waiting 3 seconds in between each ON and OFF flip. The Smart Splitter will have blinking BLUE indicators to show that the reset was successful and the device is in Bluetooth pairing mode. Pairing mode will be engaged for 5 minutes after the reset.</li><li dir="ltr" style="text-decoration:none;">Reconnect the Smart Splitter to WiFi via the NeoCharge App. This will ensure the latest firmware is automatically pushed out to your Smart Splitter.</li><li dir="ltr" style="text-decoration:none;">Try running the device plugged into the Secondary side of your Smart Splitter with no power from the Primary side to see if the switching issue continues.</li></ol>If none of these steps resolve the issue, it&apos;s likely a firmware bug that needs to be addressed by our development team. Please contact our support team for further assistance and to report this issue.

Secondary Side of Smart Splitter Shuts Off?

What is a GFCI Breaker?. A Ground Fault Circuit Interrupter (GFCI) is a safety device designed to protect people from electrical shock. It monitors the electrical current flowing through a circuit and quickly shuts off power (trips) when it detects a

<div data-test-render-count="1" id="isPasted"><div data-is-streaming="false">What is a GFCI Breaker?A Ground Fault Circuit Interrupter (GFCI) is a safety device designed to protect people from electrical shock. It monitors the electrical current flowing through a circuit and quickly shuts off power (trips) when it detects an imbalance between the hot and neutral wires - which could indicate electricity is flowing through an unintended path, such as through water or a person.GFCI breakers are commonly required by code in areas where water and electricity may come into contact (bathrooms, kitchens, garages, outdoors). They typically trip when detecting a ground fault current as small as 5-6 milliamps (Class A) or 20 milliamps (Class B, designed for EV charging).Why GFCI Breakers Trip with Smart SplittersBased on our product documentation, GFCI breakers can trip when used with Smart Splitters due to cumulative leakage current. Here&apos;s what happens:<ol><li>Multiple Device Leakage: Every electrical device has some small amount of normal leakage current</li><li>Cumulative Effect: When you have three devices connected (Smart Splitter + 2 EVSEs), the combined leakage current from all three can exceed the GFCI&apos;s threshold</li><li>Sensitivity: Even Class B GFCI breakers (designed for EV charging with a 20mA limit) can be triggered by the cumulative leakage</li></ol>Important Note: Certain EV chargers, particularly the JuiceBox (no longer sold in North America), are known to be especially sensitive and may throw GFCI faults when connected through a Smart Splitter. This is&#xA0;Troubleshooting Steps1. Verify GFCI Type<ul><li>Check if you have a Class A (5-6mA) or Class B (20mA) GFCI breaker</li><li>Class B is recommended for EV charging applications</li></ul>2. Test Individual Components<ul><li>Disconnect the Smart Splitter and test each EVSE directly on the outlet</li><li>If either EVSE trips the GFCI alone, that device may have excessive leakage</li><li>Test the Smart Splitter with only one device connected</li></ul>3. Check for Known Sensitive Chargers<ul><li>JuiceBox chargers are particularly prone to GFCI issues with splitters</li><li>Consider using a different EVSE model if you have a JuiceBox. JuiceBox no longer supports it&apos;s devices in North America</li></ul>Solutions and RecommendationsOption 1: Replace GFCI with Standard Breaker<ul><li>Important: Only if local code permits and the circuit doesn&apos;t require GFCI protection</li><li>Consult with a licensed electrician to ensure code compliance</li><li>This is often the most effective solution for dedicated EV charging circuits</li></ul>Option 2: Upgrade to Class B GFCI<ul><li>If you have a Class A GFCI, upgrade to a Class B (20mA) breaker</li><li>Designed specifically for EV charging applications</li><li>May still experience issues due to cumulative leakage</li></ul>Option 3: Install Dedicated Circuit<ul><li>Consider installing a non-GFCI circuit specifically for EV charging</li><li>Ensures reliable charging without GFCI compatibility issues</li><li>Must comply with local electrical codes</li></ul>Option 4: Use Different Equipment<ul><li>Some EVSE models have lower leakage current</li><li>Avoid known problematic combinations (e.g., JuiceBox with Smart Splitter)</li></ul>Key Points to Remember<ul><li>GFCI outlets are not designed to be split - this is a fundamental limitation</li><li>The Smart Splitter itself is safe and UL-certified, but the combination of devices can trigger sensitive GFCI protection</li><li>This is not a defect in the Smart Splitter but rather an incompatibility between GFCI protection and multiple connected devices</li></ul>When to EscalateContact NeoCharge support if:<ul><li>The issue persists after trying these solutions</li><li>You need specific EVSE recommendations</li><li>You experience other electrical issues beyond GFCI tripping</li></ul>Always recommend customers consult with a licensed electrician for any electrical modifications or if they&apos;re unsure about their specific setup.</div></div> <fieldset> </fieldset>

GFCI Breaker Troubleshooting

When Your Smart Splitter Doesn't Fit. The Smart Splitter's compact design (5.25" x 5.25" x 2.8") works in most installations, but space constraints can occasionally pose challenges. When plugged in with cables on both sides, the total width needed ca

<div data-test-render-count="1" id="isPasted"><div data-is-streaming="false">When Your Smart Splitter Doesn&apos;t FitThe Smart Splitter&apos;s compact design (5.25&quot; x 5.25&quot; x 2.8&quot;) works in most installations, but space constraints can occasionally pose challenges. When plugged in with cables on both sides, the total width needed can exceed 12 inches. Here&apos;s how to address common space issues.Common Space Constraint Scenarios1. Outlet Too Close to Wall/Corner<ul><li>Smart Splitter + cables need approximately 6-8 inches of clearance on each side</li><li>Tight corners prevent proper cable management</li><li>May violate electrical code requirements</li></ul>2. Outlet Behind Appliances<ul><li>Dryer or other appliances pushed against the wall</li><li>No room for Smart Splitter between appliance and outlet</li><li>Creates strain on plugs and potential safety hazards</li></ul>3. Low Ceiling/Overhead Obstruction<ul><li>Garage installations with low clearance</li><li>Overhead storage or garage door tracks interfering</li><li>Vertical space needed for cable bend radius</li></ul>Electrical Code RequirementsNEC (National Electrical Code) Guidelines:<ul><li>Working Space: The NEC requires adequate working space around electrical equipment</li><li>Section 110.26: Mandates minimum 30 inches of width for working space in front of electrical panels and equipment</li><li>Accessibility: Outlets must remain accessible and not be blocked by permanent structures</li></ul>Practical Requirements:<ul><li>Outlets should have sufficient clearance for safe plug insertion/removal</li><li>No permanent obstructions should block access to the outlet</li><li>Adequate space for natural cable bend radius (typically 4-6x cable diameter)</li></ul>Note: If your outlet is already too close to a wall to safely use, it may be in violation of code and should be addressed regardless of Smart Splitter installation.Recommended SolutionsSolution 1: Relocate the Outlet (Best Option)Why This Works Best:<ul><li>Permanently solves the space issue</li><li>Ensures code compliance</li><li>Improves overall safety and accessibility</li><li>Typical cost: $150-$400 depending on complexity</li></ul>Ideal Relocation Specs:<ul><li>Move outlet 2-3 feet from corners</li><li>Mount at accessible height (18-48 inches typical)</li><li>Ensure 12+ inches clearance on both sides</li><li>Consider future accessibility needs</li></ul>Solution 2: Use Extension CordsTemporary Solution:<ul><li>Use our 25-foot extension cords to reach a better location</li><li>Allows Smart Splitter to be positioned away from tight spaces</li><li>Must use appropriately rated cords (we sell compatible options)</li></ul>Important: Extension cords should be:<ul><li>Properly rated for the amperage</li><li>UL certified</li><li>Not run through walls or under carpets</li><li>Considered a temporary solution</li></ul>Solution 3: Adjust Mounting HeightFor Vertical Constraints:<ul><li>Have electrician move outlet higher or lower</li><li>Typical garage outlets can be mounted at 48 inches</li><li>Provides better clearance from floors and obstructions</li></ul>Installation Planning TipsBefore Installation, Measure:<ol><li>Horizontal clearance: Need 12+ inches total width</li><li>Vertical clearance: Account for cable droop and bend</li><li>Depth clearance: Smart Splitter extends 2.8&quot; from wall + plug depth</li><li>Access path: Ensure you can safely reach the outlet</li></ol>Red Flags to Address:<ul><li>Outlet behind immovable objects</li><li>Less than 6 inches from corner</li><li>Blocked by permanent structures</li><li>Requires moving appliances to access</li></ul>When to Call an ElectricianDefinitely Call If:<ul><li>Outlet is less than 6 inches from a wall/corner</li><li>You need to relocate the outlet</li><li>Current installation appears unsafe</li><li>You&apos;re unsure about code compliance</li></ul>DIY Considerations:<ul><li>Never attempt electrical work without proper knowledge</li><li>Moving outlets requires permit in most jurisdictions</li><li>Improper installation voids warranties and insurance</li></ul>Cost-Benefit AnalysisRelocating Outlet:<ul><li>Cost: $150-$400</li><li>Benefits: Permanent solution, code compliance, improved safety</li><li>Time: 1-2 hours professional installation</li></ul>Alternative Solutions:<ul><li>Extension Cord: $50-$100 (temporary fix)</li><li>Different Location: $0 (if another suitable outlet exists)</li></ul>Safety FirstNever Force Installation If:<ul><li>Cables are severely bent or stressed</li><li>Outlet box is pulling from wall</li><li>You can&apos;t maintain proper plug connection</li><li>Access for emergency disconnect is blocked</li></ul>Code Compliance Resources<ul><li>Consult local electrical codes (may exceed NEC)</li><li>Most jurisdictions adopt NEC with modifications</li><li>Your electrician should know local requirements</li><li>Building department can clarify specific codes</li></ul>Bottom LineIf your Smart Splitter doesn&apos;t fit due to space constraints, the safest and most code-compliant solution is relocating the outlet. This one-time investment ensures:<ul><li>Safe, accessible installation</li><li>Code compliance</li><li>Optimal Smart Splitter performance</li><li>Peace of mind</li></ul>Remember: The cost of properly relocating an outlet is minimal compared to potential safety hazards or the inconvenience of an unusable installation. When in doubt, consult with a licensed electrician who can assess your specific situation and ensure a safe, code-compliant installation.</div></div> <fieldset> </fieldset>

Space Constraints: Smart Splitter Installation Guide

Immediate Safety Actions. STOP - ASSESS - ACT. If you notice overheating, melting, burning smells, or visible damage:. Safety Assessment Checklist. Visual Inspection (From a Safe Distance). Check for these warning signs:. Document Everything. Take ph

Immediate Safety ActionsSTOP - ASSESS - ACTIf you notice overheating, melting, burning smells, or visible damage:<ol><li>STOP using the Smart Splitter immediately</li><li>Turn OFF the circuit breaker</li><li>Do NOT touch any hot surfaces</li><li>Document the damage with photos</li><li>Keep the area clear until inspected</li></ol>Safety Assessment ChecklistVisual Inspection (From a Safe Distance)Check for these warning signs:<ul><li>Discoloration on outlet faceplate</li><li>Melted or deformed plastic</li><li>Burn marks or charring</li><li>Exposed wires</li><li>Unusual gaps between outlet and wall</li><li>Damage to plugs or cords</li></ul>Document EverythingTake photos of:<ul><li>The outlet from multiple angles</li><li>The Smart Splitter unit</li><li>Any visible damage or discoloration</li><li>Your electrical panel/breaker</li><li>Serial number of your Smart Splitter</li></ul>Required Professional InspectionWhen to Call an Electrician:<ul><li>Any visible melting or burning</li><li>Exposed wires</li><li>Damage to the wall around the outlet</li><li>Multiple outlets affected</li><li>Burning smell persists after power is off</li></ul>What the Electrician Should Check:<ol><li>Wire Connections<ul><li>Loose connections at the outlet</li><li>Proper wire gauge for the circuit</li><li>Signs of arcing or overheating</li></ul></li><li>Outlet Condition<ul><li>Internal damage</li><li>Proper outlet rating for the circuit</li><li>Need for industrial-grade replacement</li></ul></li><li>Circuit Assessment<ul><li>Breaker condition and rating</li><li>Overall circuit load</li><li>Proper grounding</li></ul></li></ol>Recommended Upgrades<a href="https://getneocharge.com/a/blog/industrial-vs-residential-grade-240v-outlets">Industrial-Grade Outlet Upgrade</a>Why Upgrade:<ul><li>Superior heat dissipation</li><li>Better connection pressure</li><li>Designed for continuous high loads</li><li>Significantly reduces overheating risk</li></ul>Recommended Brands:<ul><li>Hubbell (HBL9450A for NEMA 14-50)</li><li>Bryant Electric</li><li>Leviton Industrial Series (14-50R)</li></ul>Installation Note: Must be installed by a licensed electricianNext Steps with NeoChargeWhat We&apos;re Doing:<ol><li>Log Analysis<ul><li>Reviewing your Smart Splitter&apos;s operating history</li><li>Checking for overcurrent events</li><li>Analyzing temperature data</li></ul></li><li>Technical Assessment<ul><li>Determining if issue is device-related</li><li>Identifying contributing factors</li><li>Preparing recommendations</li></ul></li><li>Follow-Up Support<ul><li>Personalized email with findings</li><li>Warranty replacement if applicable</li><li>Installation guidance for upgrades</li></ul></li></ol><ul><li>Ongoing: Support through resolution</li></ul>Prevention GuidelinesTo Prevent Future Issues:<ol><li>Maintain Proper Amperage<ul><li>Never exceed 80% of breaker rating</li><li>30A circuit: Maximum 24A charging</li><li>50A circuit: Maximum 40A charging</li></ul></li><li>Regular Inspections<ul><li>Monthly visual checks</li><li>Annual electrician inspection</li><li>Monitor for warning signs</li></ul></li><li>Quality Components<ul><li>Industrial-grade outlets for EV charging</li><li>Properly rated wiring</li><li>Regular outlet replacement (every 10-15 years)</li></ul></li></ol>Warranty &amp; ReplacementCovered Under Warranty:<ul><li>Smart Splitter device defects</li><li>Manufacturing issues</li><li>Component failures</li></ul>Not Covered:<ul><li>Damage from improper installation</li><li>Exceeding amperage ratings</li><li>Outlet or wiring issues</li></ul>Replacement Process:<ol><li>Complete safety assessment</li><li>Submit photos and documentation</li><li>Receive warranty determination</li><li>Get replacement unit (if applicable)</li></ol>Emergency Situations:If you experience:<ul><li>Active fire or smoke</li><li>Electrical shocks</li><li>Immediate safety concerns</li></ul>Call 911 immediately and evacuate the area.Important Reminders<ul><li>Your safety comes first - never attempt repairs yourself</li><li>Professional inspection is required for any heat damage</li><li>Document everything for insurance and warranty purposes</li><li>Upgrade to industrial outlets for long-term safety</li><li>We&apos;re here to help through the entire process</li></ul><hr>Note: This guide is for informational purposes. Always consult with a licensed electrician for electrical safety issues. When in doubt, err on the side of caution and discontinue use until professionally inspected.

Overheating Smart Splitter / Wall Receptacle - Safety Checklist

Your Smart Splitter has detected elevated operating temperatures over recent charging sessions. This notification is triggered when the average temperature exceeds safe operating thresholds across your last 10 charging sessions. The most common cause

<h2 id="isPasted">What does this notification mean?</h2>Your Smart Splitter has detected elevated operating temperatures over recent charging sessions. This notification is triggered when the average temperature exceeds safe operating thresholds across your last 10 charging sessions.<h2 id="immediate-actions-required">Immediate Actions Required</h2><h3 id="1-safety-first---visual-inspection">1. Safety First - Visual Inspection</h3><ul><li>Check for visible signs of damage or overheating on your Smart Splitter and wall outlet</li><li>Look for:<ul><li>Discoloration or melting on the outlet or Smart Splitter</li><li>Burning smell</li><li>Loose connections</li><li>Damaged or worn outlet receptacles</li></ul></li></ul><h3 id="2-if-you-notice-any-damage">2. If You Notice Any Damage:</h3><ul><li>Immediately unplug your Smart Splitter</li><li>Turn OFF the circuit breaker</li><li>Do not use the outlet until inspected by a qualified electrician</li><li>Wait for our support team to contact you - we&apos;ve been automatically notified</li></ul><h3 id="3-if-no-visible-damage">3. If No Visible Damage:</h3><ul><li>You may continue using your Smart Splitter while we investigate</li><li>Our team has been notified and will review your charging logs</li><li>Expect an email from our support team within 1 business day - we prioritize the troubleshooting for devices that display high temperature readings</li></ul><h2 id="common-causes-of-high-temperatures">Common Causes of High Temperatures</h2><h3 id="1-cause-residential-grade-outlets">#1 Cause: Residential-Grade Outlets</h3>The most common cause of overheating is using a standard residential-grade outlet instead of an industrial/commercial-grade outlet. Industrial-grade outlets are specifically designed for:<ul><li>Continuous high-amperage loads</li><li>Daily EV charging sessions</li><li>Better heat dissipation</li><li>More secure connections</li></ul>We STRONGLY recommend upgrading to an industrial-grade outlet if you haven&apos;t already.Read more in&#xA0;<a href="https://getneocharge.com/a/blog/industrial-vs-residential-grade-240v-outlets" class="fr-green">HERE</a>&#xA0;-&#xA0;<a href="https://getneocharge.com/a/blog/industrial-vs-residential-grade-240v-outlets" class="fr-green">&quot;Industrial vs Residential Grade 240V Outlets - Why You Should Upgrade for Your Home EV Charging&quot;</a><h3 id="other-contributing-factors">Other Contributing Factors:</h3><ul><li>Charging at maximum amperage continuously</li><li>Loose outlet connections</li><li>Older outlets (10+ years)</li><li>Non-adjustable EV chargers pulling more than the recommended amperage</li></ul><h2 id="what-happens-next">What Happens Next?</h2><ol><li>Our team will analyze your charging data to understand the temperature patterns</li><li>We&apos;ll reach out via email with personalized recommendations</li><li>If necessary, we may offer a warranty replacement of your Smart Splitter</li><li>We&apos;ll help you identify the root cause to prevent future issues</li></ol><h2 id="recommended-solutions">Recommended Solutions</h2><h3 id="upgrade-to-industrial-grade-outlet">Upgrade to Industrial-Grade Outlet</h3><ul><li>Hubbell or Bryant Electric industrial outlets are strongly recommended - especially for higher powered NEMA 14-50 outlets (50A circuits)</li><li>Professional installation by a licensed electrician</li><li>Significantly reduces operating temperatures</li></ul><h3 id="verify-charging-settings">Verify Charging Settings</h3><ul><li>Ensure charging amperage doesn&apos;t exceed 80% of breaker rating:<ul><li>30A breaker: Maximum 24A charging</li><li>50A breaker: Maximum 40A charging</li></ul></li><li>Check both your EV and EVSE settings</li></ul><h3 id="professional-inspection">Professional Inspection</h3>Consider having an electrician inspect:<ul><li>Wire gauge compatibility</li><li>Breaker condition</li><li>Overall circuit health</li></ul><h2 id="need-help">Need Help?</h2>Our support team is here to assist you:<ul><li>Email: <a href="mailto:support@getneocharge.com">support@getneocharge.com</a></li><li>Text: 805-622-2783</li></ul>We take overheating seriously and will work with you to ensure safe, reliable charging for your electric vehicle.<hr>Note: This notification system helps us proactively identify and resolve potential issues before they become serious problems. Your safety is our top priority.

Smart Splitter High Temperature Alert

Calibration ensures your Smart Splitter accurately measures power consumption. You should calibrate if you notice:. Smart Splitters use precision current sensors that can be affected by:. Calibration aligns your Smart Splitter's readings with your ve

<h1 id="isPasted">Smart Splitter Calibration Guide</h1><h2 id="when-to-calibrate-your-smart-splitter">When to Calibrate Your Smart Splitter</h2>Calibration ensures your Smart Splitter accurately measures power consumption. You should calibrate if you notice:<h3 id="signs-calibration-is-needed">Signs Calibration is Needed:</h3><ul><li>Unexpected tripping - Smart Splitter shuts off power when it shouldn&apos;t</li><li>Amperage mismatch - The NeoCharge app shows different amperage than your car or EVSE displays</li><li>After installation - Always calibrate a new installation for best accuracy</li><li>Inconsistent readings - Power measurements fluctuate unexpectedly</li></ul><h2 id="how-to-calibrate">How to Calibrate</h2><h3 id="step-1-access-calibration-settings">Step 1: Access Calibration Settings</h3><ol><li>Open the NeoCharge app</li><li>Select your Smart Splitter from the device list</li><li>Tap Settings (gear icon)</li><li>Select Calibrate Sensors</li></ol><h3 id="step-2-prepare-for-calibration">Step 2: Prepare for Calibration</h3><ol><li>Start charging your EV at your normal charging rate</li><li>Wait at least 1 minute for the charging speed to stabilize</li><li>Note the actual charging amperage from one of these sources:<ul><li>Your vehicle&apos;s charging display (most accurate)</li><li>Your EV charger&apos;s display</li><li>Your vehicle&apos;s mobile app</li></ul></li></ol><h3 id="step-3-enter-the-true-reading">Step 3: Enter the True Reading</h3><ol><li>In the calibration screen, enter the actual amperage your vehicle/EVSE shows</li><li>This is your &quot;true reading&quot; - what the equipment is actually drawing</li><li>Tap Calibrate to save</li></ol><h3 id="step-4-verify-calibration">Step 4: Verify Calibration</h3><ol><li>The app should now show amperage matching your vehicle/EVSE</li><li>If still mismatched, repeat the process</li><li>You can recalibrate or reset to defaults anytime</li></ol><h2 id="why-calibration-is-important">Why Calibration is Important</h2>Smart Splitters use precision current sensors that can be affected by:<ul><li>Manufacturing tolerances</li><li>Installation variables (wire positioning, cable routing)</li><li>Environmental conditions (temperature, electromagnetic interference)</li><li>Normal sensor drift over time</li></ul>Calibration aligns your Smart Splitter&apos;s readings with your vehicle&apos;s actual power draw, ensuring:<ul><li>Accurate power monitoring</li><li>Correct cost calculations</li><li>Proper load management</li><li>Prevention of unnecessary tripping</li></ul><h2 id="troubleshooting-calibration-issues">Troubleshooting Calibration Issues</h2><h3 id="if-calibration-doesnt-resolve-the-issue">If calibration doesn&apos;t resolve the issue:</h3><ol><li>Check physical connections - Ensure all plugs are fully seated</li><li>Try different charging rates - Calibrate at the amperage you use most</li><li>Reset to factory defaults - Then recalibrate from scratch</li><li>Contact support if problems persist</li></ol><h2 id="pro-tips">Pro Tips</h2><ul><li>Calibrate at your most common charging rate for best results</li><li>If you change EVs or chargers, recalibrate for the new equipment</li><li>Seasonal temperature changes may require recalibration</li><li>Don&apos;t worry about mistakes - you can always reset and start over</li></ul>

Calibrate Smart Splitter

If one or both outlets on your Smart Splitter have no power, follow these steps in order:. This quickly identifies if it's an outlet issue or equipment issue:. Ensure the Smart Splitter itself is receiving power:. Contact support for a warranty repla

<h2 id="isPasted">Quick Diagnostics</h2>If one or both outlets on your Smart Splitter have no power, follow these steps in order:<h2 id="step-1-check-the-sec-secondary-side">Step 1: Check the SEC (Secondary) Side</h2><h3 id="if-the-sec-outlet-has-no-power">If the SEC outlet has no power:</h3><ol><li>Check app schedules<ul><li>Open the NeoCharge app</li><li>Go to your Smart Splitter settings</li><li>Look for any active schedules</li><li>Disable all schedules temporarily to test</li></ul></li><li>Check external schedules<ul><li>Your EV may have scheduled charging enabled</li><li>Your EVSE may have its own schedule settings</li><li>Temporarily disable these to isolate the issue</li></ul></li><li>Verify time settings<ul><li>Ensure your Smart Splitter has the correct time zone</li><li>Check that current time matches your location</li></ul></li></ol><h2 id="step-2-perform-the-swap-test">Step 2: Perform the Swap Test</h2>This quickly identifies if it&apos;s an outlet issue or equipment issue:<ol><li>Unplug both devices from the Smart Splitter</li><li>Swap the plugs - Put the PRI device in SEC outlet and vice versa</li><li>Test both outlets again</li></ol><h3 id="interpreting-swap-test-results">Interpreting swap test results:</h3><ul><li>Same outlet still dead &#x2192; Outlet-specific issue, likely hardware</li><li>Problem follows the device &#x2192; Issue with that specific device/charger</li><li>Both work after swap &#x2192; May have been a connection issue</li></ul><h2 id="step-3-test-basic-functionality">Step 3: Test Basic Functionality</h2><ol><li>Try a simple device like a lamp in each outlet</li><li>Check the LED indicatorson the Smart Splitter<ul><li>Green = Power available</li><li>Red = Power limited/managed</li><li>No light = Check main power supply</li></ul></li></ol><h2 id="step-4-power-cycle-the-system">Step 4: Power Cycle the System</h2><ol><li>Turn off the circuit breaker for 30 seconds</li><li>Turn breaker back on</li><li>Wait 2 minutes for Smart Splitter to fully boot</li><li>Test outlets again</li></ol><h2 id="step-5-check-input-power">Step 5: Check Input Power</h2>Ensure the Smart Splitter itself is receiving power:<ol><li>Check your electrical panel - Breaker should be ON</li><li>Verify inlet connection if using plug-in model</li><li>Check for tripped GFCI if applicable</li><li>Test voltage at input with multimeter if available</li></ol><h2 id="when-to-contact-support">When to Contact Support</h2>Contact support for a warranty replacement if:<ul><li>Swap test confirms one outlet is dead</li><li>Both outlets have no power but input power is confirmed</li><li>Power cycling doesn&apos;t resolve the issue</li><li>You&apos;re within the warranty period</li></ul><h3 id="information-to-have-ready">Information to have ready:</h3><ul><li>Serial number of your Smart Splitter</li><li>Which outlet is affected (PRI, SEC, or both)</li><li>Results of swap test</li><li>Any error messages in the app</li><li>Purchase date for warranty verification</li></ul><h2 id="common-causes-and-solutions">Common Causes and Solutions</h2><pre><table><thead><tr><th>Symptom</th><th>Likely Cause</th><th>Solution</th></tr></thead><tbody><tr><td>SEC has no power during certain hours</td><td>Schedule is active</td><td>Disable schedules in app and external devices</td></tr><tr><td>Both outlets dead</td><td>Input power issue</td><td>Check breaker and connections</td></tr><tr><td>One outlet always dead</td><td>Hardware failure</td><td>Contact support for replacement</td></tr><tr><td>Intermittent power</td><td>Loose connection</td><td>Ensure plugs are fully seated</td></tr><tr><td>Power cuts off during use</td><td>Overload protection</td><td>Reduce total load or check calibration</td></tr></tbody></table></pre>

No Power to One or Both Sides of Smart Splitter

The LED indicators on your Smart Splitter provide at-a-glance status information. If they're not working, here's what to do:. No - A non-functioning LED is primarily a cosmetic issue. Your Smart Splitter can operate normally without the LED indicator

<h2 id="isPasted">Understanding LED Indicators</h2>The LED indicators on your Smart Splitter provide at-a-glance status information. If they&apos;re not working, here&apos;s what to do:<h2 id="is-this-a-serious-problem">Is This a Serious Problem?</h2>No - A non-functioning LED is primarily a cosmetic issue. Your Smart Splitter can operate normally without the LED indicators.<h3 id="you-can-still-monitor-your-smart-splitter-through">You can still monitor your Smart Splitter through:</h3><ul><li>NeoCharge app - Shows real-time status, power usage, and any alerts</li><li>Power delivery - If devices are charging, the unit is working</li><li>App notifications - Alerts for any actual issues</li></ul><h2 id="step-1-try-a-power-cycle">Step 1: Try a Power Cycle</h2>Often resolves temporary LED issues:<ol><li>Turn off the circuit breaker feeding the Smart Splitter</li><li>Wait 30 seconds</li><li>Turn the breaker back on</li><li>Wait 2 minutes for full system boot</li><li>Check if LEDs are now working</li></ol><h2 id="step-2-verify-smart-splitter-functionality">Step 2: Verify Smart Splitter Functionality</h2>Even without LEDs, confirm your unit is operating:<ol><li>Open the NeoCharge app<ul><li>Check connection status</li><li>Verify power readings</li><li>Look for any error messages</li></ul></li><li>Test both outlets<ul><li>Plug in devices to PRI and SEC</li><li>Confirm both can receive power</li></ul></li><li>Check power management<ul><li>Verify load sharing is working via app</li><li>Ensure scheduled charging functions properly</li></ul></li></ol><h2 id="what-the-leds-normally-show">What the LEDs Normally Show</h2>For reference, here&apos;s what you&apos;re missing visually:<pre><table><thead><tr><th>LED Color</th><th>Normal Meaning</th></tr></thead><tbody><tr><td>Solid Green</td><td>Power available, normal operation</td></tr><tr><td>Solid Red</td><td>Power management active, one outlet limited</td></tr><tr><td>Flashing Red</td><td>Overload or error condition</td></tr><tr><td>No Light</td><td>No power or LED failure</td></tr></tbody></table></pre><h2 id="living-without-leds">Living Without LEDs</h2>Since the LED is cosmetic, you can continue using your Smart Splitter normally:<h3 id="use-the-app-instead">Use the App Instead:</h3><ul><li>Real-time status - More detailed than LEDs anyway</li><li>Power consumption - Exact amperage readings</li><li>Historical data - Track usage over time</li><li>Push notifications - Alerts for any issues</li></ul><h3 id="benefits-of-app-monitoring">Benefits of app monitoring:</h3><ul><li>More detailed information than simple LED colors</li><li>Remote monitoring capability</li><li>Historical trends and patterns</li><li>Precise power measurements</li></ul><h2 id="when-to-request-a-replacement">When to Request a Replacement</h2>While not critical, you may want a replacement if:<ol><li>You&apos;re under warranty - Free replacement available</li><li>You prefer visual indicators - Personal preference</li><li>Multiple issues exist - LED failure plus other problems</li><li>Professional setting - Where appearance matters</li></ol><h2 id="contacting-support-for-replacement">Contacting Support for Replacement</h2><h3 id="have-this-information-ready">Have this information ready:</h3><ol><li>Serial number of your Smart Splitter</li><li>Purchase date and order number</li><li>Confirmation that:<ul><li>Power cycle was attempted</li><li>Unit otherwise functions normally</li><li>You&apos;re within warranty period</li></ul></li><li>Your preference:<ul><li>Immediate replacement needed</li><li>Can wait for convenient timing</li><li>Just reporting for warranty record</li></ul></li></ol><h3 id="what-to-expect">What to expect:</h3><ul><li>Support will verify warranty status</li><li>May offer troubleshooting if not already tried</li><li>Will arrange replacement if under warranty</li><li>You may need to return the old unit</li></ul><h2 id="temporary-workarounds">Temporary Workarounds</h2>While waiting for replacement or if keeping current unit:<ol><li>Set app notifications for any status changes</li><li>Create charging schedules in app for predictability</li><li>Check app periodically during important charging sessions</li><li>Place phone/tablet nearby showing app status if visual feedback needed</li></ol><h2 id="note-on-warranty">Note on Warranty</h2><ul><li>LED failure is covered under standard warranty</li><li>Cosmetic issues don&apos;t affect warranty timer</li><li>Document the issue date for your records</li><li>Replacement process is typically quick</li></ul>Remember: Your Smart Splitter is fully functional without the LED. The NeoCharge app provides all the same information and more, making the LED a nice-to-have rather than a necessity.

LED Indicator Not On

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