Charging Paused? How the EMS Handles Internet and Power InterruptionsUpdated an hour ago
Overview:
Your Energy Management System (EMS) only lets the EV charger draw as much current as your panel can safely handle. To do that, it needs live readings from the Energy Monitor and a working connection to the charger. When either is missing, the EMS protects your panel first.
What Happens During an Interruption:
- Internet or Wi-Fi drops, or the Energy Monitor goes offline: the EMS can't verify available capacity, so charging pauses after a short safety timeout. The app shows Charging paused.
- Power to the charger goes out: charging stops until power returns.
- Your home's electricity use rises (oven, dryer, AC, etc.): charging slows or pauses, then increases again as capacity frees up. This is the system working, not a fault.
When Does Charging Resume?
Charging is designed to resume automatically once all of these are true:
- Power, communication and monitoring are back (the charger and Energy Monitor are both powered and online)
- The vehicle is plugged in and ready to charge
- There is capacity available on your panel
- Your charging schedule and settings allow charging
Reconnecting alone doesn't mean an instant restart. When charging resumes, the current ramps up gradually over 1-2 minutes while the Energy Monitor confirms there is headroom available.
Still Paused? Check in This Order:
- Both devices powered and online. In the NeoCharge app, check that the charger and Energy Monitor both show online. The Energy Monitor's status light should be WHITE / GREEN. See the Energy Monitor Status Light Guide.
- Home internet working. Restart your router if needed. Your phone having Wi-Fi doesn't guarantee the Energy Monitor or charger does. If you changed your Wi-Fi name or password, both devices need to be re-added. Contact support for help.
- Vehicle plugged in and ready. Make sure the car isn't already full or on its own charging schedule.
- Schedule allows charging. Check your NeoCharge charging schedule and settings.
- Call support at +1 888 944 5581.
Charger error codes: fault codes shown on the charger or in the Autel app come from the charger itself. See the Autel user manual, or contact support if you're unsure.