Get to know your Sync EV

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:

1. Open the Sync EV app on your smart device.
2. Select the Sync EV that you want to make changes to (for most people, this should appear as soon as you open the app)
3. Tap the settings icon.
4. Tap configuration.
5. Tap the keep-awake mode option.
6. Tap the drop-down menu (In most cases this is set to “pulse charging” by default)
7. Tap “charging at min power”
8. Tap “Save changes”

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:

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

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.

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)

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: 

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