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</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

What to do when your Smart Splitter shows signs of hardware failure and how to get support.

<p id="isPasted" style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12); margin: 0px; margin-block-start: 0px !important; color: rgb(31, 31, 31); font-family: Montserrat, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgba(31, 31, 31, 0.05); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If your Smart Splitter appears to have a hardware failure, please reach out to our <a href="https://neocharge.gorgias.help/en-US/contact" style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12); color: inherit; text-decoration: inherit; background: linear-gradient(to right, currentcolor, currentcolor) 0px min(100%, 1.35em) / 100% 1px no-repeat; transition: background-size 0.3s ease-in-out 0s, color 0.3s ease-in-out 0s; margin-block-start: 0px !important;">Customer Support</a> team and we will help get you situated. Indications of a hardware failure include the following:<ul style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12); margin: 0px; padding: 0px; list-style: inside; margin-block-start: var(--spacing-4); row-gap: 0.6em; display: grid; color: rgb(31, 31, 31); font-family: Montserrat, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgba(31, 31, 31, 0.05); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12);">LED lights on either side of the unit are not turning on</li><li style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12);">Overheating</li><li style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12);">The circuit works when plugged directly into the wall outlet, but does not work when the Smart Splitter is plugged in.</li></ul><p style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12); margin: 0px; margin-block-start: var(--spacing-6); margin-block-end: 0px !important; color: rgb(31, 31, 31); font-family: Montserrat, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgba(31, 31, 31, 0.05); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Most other cases can be resolved by performing a factory reset. Please run through the reset instructions to see if that fixes your issue. If not, our <a href="https://neocharge.gorgias.help/en-US/contact" style="box-sizing: border-box; border-style: solid; border-width: 0px; border-color: rgb(var(--text-color) / .12); color: inherit; text-decoration: inherit; background: linear-gradient(to right, currentcolor, currentcolor) 0px min(100%, 1.35em) / 100% 1px no-repeat; transition: background-size 0.3s ease-in-out 0s, color 0.3s ease-in-out 0s; margin-block-end: 0px !important;" target="_blank" title="https://neocharge.gorgias.help/en-US/contact">Customer Support</a> team is happy to help!

Hardware Failure

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?

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: 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 Troubleshooting Steps

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?

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?

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, if you don&apos;t do in app you will do this in your IPhone NeoCharge app settings.</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 enabled
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 the latest version of our 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;">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><li style="font-family: Inter;">Note:&#xA0;Pairing mode stays active for only 5 minutes</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></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

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?

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

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Find quick solutions and step-by-step guides to resolve common questions about your Smart Splitter and app.