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

The most common reason that your Neocharge Smart Splitter has turned off (breaker tripped) during a charging cycle is that charging is set at a rate of more than 24 amps while on a 30A breaker. Charging at rates higher than 24 amps on a 30 amp circuit is against the recommendation of the NEC (National Electrical Code) and the 80% rule. Our Smart Splitter is equipped with a thermomagnetic breaker to prevent over-current, which prevents such misuse. When it trips, it is protecting your home. If you are unsure what your EV charger amperage is set to, please the car dealership, EV charger manufacturer, or our &#xA0;Customer Support. If you know or can limit the charge rate to stay below 24 amps, then it will usually resolve the breaker tripping issue.Another potential reason is that you have a GFCI (Ground Fault Circuit Interrupter) breaker. Even if you&apos;re using a higher limit Class B GFCI breaker designed for EV charging, this can occur because the cumulative leakage current from all three devices (two EVSEs and the splitter) can exceed the 20mA limit set by the Class B GFCI breaker, triggering it to trip. It&apos;s important to note that GFCI outlets are not designed to be split, and doing so can lead to issues with the upstream breaker. Additionally, certain EVSEs, such as the Juicebox, are particularly sensitive and may throw GFCI faults when connected to a splitter in this setup.<div data-block="true" data-editor="5frha" data-offset-key="bm0a4-0-0"> </div>

Smart Splitter - Circuit Breaker Tripping

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.

<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 the switching doesn&apos;t seem to be working as expected, please following the following steps and our team will get you back up and running.<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); 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;">1.) To update your device, you will need to connect your Smart Splitter to&#xA0;<a href="https://getneocharge.com/pages/wifi-ble" 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;" title="WiFi-BLE">WiFi</a> following the instructions attached below. Once connected, the device will reboot a couple of times as it will update to the latest available firmware.<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;">2.) Once updated, if you are still experiencing issues with your Smart Splitter, 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-end: 0px !important;">Customer Support</a> and let us know you are experiencing ongoing switching issues. We will work with you to re-create the issue and examine the charging logs to see if there&apos;s different issue at play here

Smart Splitter - Switching Problems

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

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

Current process for removing vehicles from your account through customer support.

In the near future our team will be adding the ability for users to manually remove a vehicle from the app. At the moment this can only be completed through our backend as a manual process. If you would like for a vehicle to be removed from your account, please use the Feedback button in the settings and let our team know which vehicle you would like to have removed.If you have multiple vehicles from the same manufacturer and would like to remove one of them, note that ALL vehicles of that same manufacturer will have to be removed. Our team is working to streamline the vehicle removal process.

How do I remove a vehicle from the app?

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.

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?

Please take a look at our articles to see if we may have an answer to your question. If you would still like some additional help, please reach out to our Customer Support team and we will get back to you as soon as possible!

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