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Not quite ready for an installation yet?

Access our FREE guide to home charger installation.

Your FREE and exclusive interactive Go Electric guide
The latest EV charger reviews
New car releases and EV news
App set-up guides and more electric car charging tips

Not quite ready for an installation yet?

Access our FREE guide to home charger installation.

Your FREE and exclusive interactive Go Electric guide
The latest EV charger reviews
New car releases and EV news
App set-up guides and more electric car charging tips

You can unsubscribe at any time.

You are signing up to receive the Smart Home Charge newsletter. Terms and conditions apply.

Get to know your Sync EV

We've created this page to help understand your EV charger so you can get the most out of it and deal with any potential hiccups along the way. Get started with these key features for your Sync EV.

LED light indicator

The Sync EV displays statuses and technical issues using an LED light ring that circulates the charging port. Each colour represents a different message:

Solid Yellow: Indicates that the Sync EV unit has power but is not connected to the Sync EV network

Flashing Yellow: Indicates that a charging schedule has ended successfully and/or the vehicle is fully charged

Solid Blue: The Sync EV unit is receiving power and is connected to the Sync EV network (This should be the colour you see when a cable is not plugged into the unit).

Flashing Blue: This means that the Sync EV is connected to your vehicle with a cable and is awaiting further instructions.

Solid Green: The Sync EV is currently charging the plugged-in vehicle.

Pulsing Green: The Sync EV is in scheduled charging mode and is ready to charge the vehicle during the times set in the app.

Solid red: There's an internal fault. This means that there's a technical fault with either the unit or the connected vehicle

Set up a schedule

The Sync EV app allows you to set pre-defined times for your EV to charge, making it more convenient, as well as potentially helping you to save money if you have an energy tariff with an off-peak rate.

Sync EV calls its charge schedule feature “SMART Charging” and to set one you’ll need to: .

Open the Sync EV app on your mobile device
Select the charger you want to set a schedule for (Most people will only have one charger available on their app).
Tap the toggle switch labelled “SMART Charging” to the 'on' position
An option called 'mode' will appear which you can tap to reveal your charge schedule options.
On the screen, you should see an option to adjust the start and end time of your charge schedule.
Tap the “start time” option and enter the time that you want your charge schedule to start and tap confirm once done.
Do the same as above for the “End Time” option for when you want your Sync EV to stop charging.

Tap 'save changes' when you are happy with the set schedule.

Setting a target charge

If you want your car to be charged to a specific battery percentage when you get into it, setting a target charge will do just that. To set one, you will need to:

Open the Sync EV app on your mobile device
Tap the charger you want to set a target charge for (Most people will only have one charger available).
Tap the cog icon in the top right corner
Tap the configuration option
Tap the SMART Charging option.
Tap the "mode" drop-down menu and select the “scheduled” option.
A toggle switch labelled target charge will appear which you will need to switch to the on position.
Enter the minimum and maximum percentage that you want your vehicle to charge to during your charge schedule.

Once done, tap “save changes”

Dimming the light around the charging port

By default, the LED light around the Sync EV shines bright for visibility purposes. This can make your charge point quite noticeable especially if it’s mounted on the front of your house. Luckily Sync EV has added a feature that allows you to dim the LED ring and this is how you do it:

Open the Sync EV app on your smart device.
Select the Sync EV that you want to make changes to (for most people, this should appear as soon as you open the app)
Tap the settings icon.
Tap configuration.
Tap the LED Ring Brightness option.
In the drop-down menu, there are three options: Low, Medium and High.
Select the option you want.
Tap save changes

Need to contact Sync EV?

If you nneed to contact Sync EV, you can do so by visiting the 'contact us' page on their website and filling out your details on their contact form. Sync EV will then get in touch with you directly via phone or email.

Charger isn't working? Try these steps first!

Most EV chargers are very reliable and should charge your vehicle as intended. However, there are lots of variables with EV charging that can occasionally interrupt this process. Make sure you've checked the below before moving on to the advanced troubleshooting steps further down the page, as there could be a simple solution to the problem.

Is the cable plugged in correctly?

The Sync EV is an untethered charger meaning that you will need to plug in an external cable to start a charge.

Once a cable has been correctly plugged into a vehicle and the Sync EV, you should hear a beep followed by a clicking noise which is the Sync EV engaging with the cable. If a cable isn’t properly connected into both your vehicle and your charger, the Sync EV might struggle to engage with your cable properly which will stop your charge session from beginning.

If you think this has happened to you, we advise you unplug your cable from both the charger and the vehicle before trying to plug them both ends back in again. We also reccomend you hold each end of the cable in place until you hear the noises mentioned above

Is the vehicle charging rate not what you expected?

Most vehicles can accept a charge rate of up to a 7.4kW AC using a typical dedicated home charge point, while some can accept a higher rate (up to 22kW) if you have a three-phase charger and three-phase electrical supply at home, though this is rare in the UK.

However, some electric cars, such as the original Nissan Leaf, are limited to lower charging rate. For example, some vehicles are limited to 6.6kW or even 3.7kW which means no matter what charge speed your Sync EV outputs, your vehicle will only accept its own max limit.

This means your car may be charging "slower" than the 7.4kW advertised by the EV charging unit, but this is perfectly normal if your vehicle has its own charging limit.

You can check your vehicle's charge speed by finding it on our vehicle database. You should also be able to find your vehicle's max charge speed in its manual.

Another point to check is

Check the vehicle's onboard charging settings

If you know your vehicle can accept the max charge speed offered by your Sync EV, but it's still charging at a slower rate then it's worth checking the settings as some cars can manually limit charging speed as a menu option. We recommend you check your vehicle's settings to make sure that the limiter is either off or set to the max output of your Sync EV.

Is your vehicle's settings clashing with your charger app schedule?

If you are finding your vehicle hasn't charged fully or at all after a charge schedule, it could be due to the vehicle itself. Some vehicles have built-in charge scheduling features which can interfere with and "contradict" the Sync EVs' own charge schedule. Every vehicle is different, so we advise checking the manual that came with your vehicle if you are unsure how to turn off or modify its charge scheduling.

Has the charger tripped at the consumer unit?

It's rare, but an EV charger may trip at the consumer unit if it detects a fault . This is a safety feature, but simply switching the car charger back on at the consumer unit should get you up and running again.

If it keeps recurring then check the specific troubleshooting issues further down the page.

Reset the Sync EV

It's a cliché but have you tried turning your Sync EV off and on again? A good old reset (also known as power cycling) is sometimes all that a charger needs to resolve any connectivity or technical issues. The Sync EV doesn’t have any external switches, so to reset the unit you’ll need to:

Locate the dedicated circuit breaker (see photos below). This should be where your installer connected the charger’s cabling to your mains supply.
Switch it off and leave for 10 seconds.
Now switch back on again

Sync EV Advanced Troubleshooting

The light indicator on my Sync EV is glowing solid red

When the Sync EV does this it could mean either the Sync EV has an internal fault or the vehicle it’s plugged into has a fault. Unfortunately, if this persists even after a reset then you’ll need to contact Sync EV.

I’ve plugged my car into the Sync EV and changed the charge schedule settings on my app but my vehicle still charged using my old settings.

If you plug your vehicle into a Sync EV with a charge schedule enabled, the Sync EV will charge using the last saved schedule before you plugged in. This means that if you plug your vehicle into the Sync EV before adjusting the charge schedule settings then the Sync EV will charge the vehicle using the previous schedule settings rather than your new settings.

To stop this from happening, you’ll need to unplug the charging cable from the Sync EV first before you save the new settings on the app. Once you've hit save and plugged the vehicle back into the Sync EV then the charger should start charging using your new settings.

I’ve plugged my car into the Sync EV and changed the charge schedule settings on my app but my vehicle still charged using my old settings.

This means that the Sync EV unit is having problems connecting to the Sync EV network.

Unless specified, our installers connect Sync EV’s chargers to the Sync EV network using a WiFi connection rather than a mobile connection. If your Sync EV struggles to maintain a stable connection with your WiFi Router, it might be better switching to a mobile data connection instead. To do this, you’ll need to contact Sync EV and they will switch your unit to Wi-Fi mode remotely.

If you would rather keep your Sync EV connected to WiFI or you know that the mobile reception in your area is unstable, you can also try moving your router closer to your charger or purchasing a WiFi range extender.

If you have tried the steps suggestions above and you are still experiencing problems then please contact Sync EV regarding the issue.

I have set a schedule on my Sync EV but my EV didn’t charge

If you are finding that your car isn't charging according to your set charging schedule, please make sure that the 'enable keep-awake' toggle switch located in the power management settings is set to the 'on' position. To do this you will need to:

Open the Sync EV app on your smart device.
Select the Sync EV that you want to make changes to (for most people, this should appear as soon as you open the app)
Tap the settings icon.
Tap configuration.
Tap the "Power management"
Slide the 'Enable keep-awake' toggle switch to the on position if it's not already
Tap 'Save Changes'

If the 'enable keep-awake' toggle switch is set to the 'on' position and your vehicle is still not charging according to your charge schedule, please contact Sync EV.

How do I make changes to the power management on my Sync EV?

In most cases, the engineer will set up the power management on your Sync EV for you after installation. But if you ever need to make changes yourself then here is what you need to do:

Open the Sync EV app on your smart device
Select the Sync EV that you want to make changes to (for most people, this should appear as soon as you open the app)
Tap the settings icon.
Tap configuration.
Tap the Power Management option
Tap the drop-down menu to select the number of amps that you want your Sync EV to output
Tap save changes

Despite being set to “smart” mode, my Sync EV is still charging my vehicle at low power outside of my set charge schedule. The LED light around the charging port is also flashing green and blue.

If you find that your charger is doing this you can rest assured knowing that this is perfectly normal.

To conserve power, electric vehicles go into standby mode if no communication has been made between you and the vehicle for a while.

This means that if your EV doesn’t detect any current, the onboard charger will go into standby mode and prevent any charge from being received. To stop this from happening, Sync EVs use pulse technology that sends a small current to your vehicle which keeps the onboard charger awake until it’s time to charge at full power at your set schedule time. When the lights on the Sync EV alternate between green and blue, it means that this feature is currently active.

The power going to your unit when this feature is active is very low so you won’t need to worry about it increasing your electricity bill.

The problem with my unit is not listed on here or the advice given has not solved my issue

If none of the advice below works then you might need to contact Sync EV by visiting the 'contact us' page on their website and filling out your details on their contact form.

Sync EV Installation and Setup Guidance for installers

Step 1: Check the charger

Customers should receive their Sync EV charger before installation day (if ordered via Smart Home Charge). It’s good to check the contents inside the box to make sure there isn’t any damage and to check the correct product has been sent.

Step 2: Download the app

Before installation, customers should download the Sync EV app from the smartphone app store. Click the links below to download the Sync EV app:

Download the Sync EV app for iOS (Apple iPhone and iPad)
Download the Sync EV app for Android (Google, Samsung phones etc)

Step 3: Create your account

Once you have download the Sync EV app, you should be able to create your account. Enter your details, including your username/email and a password.

After this has been completed, the app is ready to be connected to your Sync EV unit after it has been installed.

1. Open the Sync EV app

2. Customers should create a Sync EV account. Follow the on-screen instructions.

3. Once registered, the customer will receive an email to confirm the account.

4. Open the email from Sync EV and click the “Confirm” button.

5. Return to the app and sign in with the correct username/email address and password.

Step 4: Pair the app with the charge point

After installation, installers should pair the Sync EV with the Sync EV app to enable the full features available on the charger. Follow these instructions:

Select "Add Charger"
Scan the QR code on the Sync EV card or type in the 5-digit number where it says "QR Code ID"
Enter the PIN code. This is also found on the Sync EV card that came with the charger
The charger is now ready to charge the customer's EV and set up smart charging.

Not ready for a home EV charger yet?

Still have questions?

Download our FREE Go Electric guide to home charger installation.

BE THE FIRST TO KNOW

Your FREE and exclusive interactive Go Electric guide
The latest EV charger reviews
New car releases and EV news
App set-up guides and more electric car charging tips

You can unsubscribe at any time.

You are signing up to receive the Smart Home Charge newsletter. Terms and conditions apply.

Help and support

Get to know your Sync EV

Charger isn't working? Try these steps first!

Sync EV Advanced Troubleshooting