Access our FREE guide to home charger installation.
Access our FREE guide to home charger installation.
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
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: .
Tap 'save changes' when you are happy with the set schedule.
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:
Once done, tap “save changes”
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:
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.
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
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
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.
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.
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.
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:
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.
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.
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.
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 charging to send 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.
Some vehicles however do not support pulse charging meaning that their onboard charger will still power down after a certain period of time even after receiving the small amount of current. If you are finding that your vehicle is not charging during your set schedule then your EV could be one of them.
To get around this issue, Sync EV has built-in a backup that supplies your vehicle with a small continuous current rather than an intermittent one. To activate this backup, you need to:
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:
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.
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.
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.
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.
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:
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