General Troubleshooting StepsUpdated 4 days ago
If you're experiencing app/Smart Splitter issues, try these simple troubleshooting steps below:
Specific issues:
1. Smart Splitter WiFi/App Connection Guide
2. Costs Not Tracking on Splitter? CLICK HERE.
3. EV Not Listed?
4. Smart Scheduling Issues? CLICK HERE.
App issues
- Ensure your app is updated to the latest version. It is recommended to have automatic app updates turned on in your IOS/Android settings.
*Log out of your account and log back in*. If problems persist, try force closing the neocharge app and reopening.
Smart Splitter Issues
- 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.
Ensure the Smart Splitter is plugged in and the circuit breaker in the panel is in the ON position.
- If the above doesn'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 Smart Splitter WiFi/App Connection Guide
If none of these steps resolve your issue, please contact our support team with specific details about the problem you're experiencing. If it is an app-related issue, please create a bug report by shaking your phone in the NeoCharge app.