EV Charger Support
Get rollin' with your new EV charger! Here you'll find all the relevant guidance and support to make the most of your home charging point.
Start charging
Hooray! You can now take advantage of cheaper, greener car charging (if you’re with Octopus) - directly from your doorstep! Your charger will work straight away and can power your car 2 to 4x faster than a standard three-pin plug. But we recommend installing the charger manufacturer’s app before you get started to access all of the features and complete your first charge. Once you’ve set up the app controls, we’ve provided guidance below on joining a tariff, and setting a charging schedule.
Follow the links below to find tailored guidance on getting started with each of the apps
Save with a smart tariff
Charge up while you sleep with one of our cutting-edge EV tariffs, with green electricity and no exit fees.
With a smart tariff like Intelligent Octopus Go, you can save £100's each year by taking advantage of 6 hours of cheap energy every night, without the need to schedule anything yourself.
IO Go charges automatically when energy is cheapest and greenest. Just let us know via the app when you need your car charged and by how much, and we’ll handle the rest. Just be sure to remove any existing charging schedules set in your EV or charger.
We also offer Octopus Go and a range of other smart tariffs to suit your home's needs. Try our smart tariff quiz to find the right tariff for you.
How to set up Intelligent Octopus Go
First, If you're not yet an Octopus customer, switch to our standard tariff – Flexible Octopus now, and we'll help you move to Intelligent Octopus Go once your switch is complete.
Onboarding tips:
- You'll need a working smart meter. If you don't have one, get in touch and we'll arrange this for you.
- You'll need to be at home with your car plugged in to start the set-up.
- Your charger will need to be connected to the internet and online.
Follow the onboarding steps for your charger, and find answers to FAQs from the links below:
How to join Intelligent Octopus Go by charger:
How to set a charging schedule
While you can plug in and start using your charger straight away, to make the most of the chargers you may want to set up schedules to suit how you use your vehicle and make the most of any cheaper electricity rates you may have. All of this can be done in the charger apps.
Remember, if you are on the Intelligent Octopus Tariff you will need to use the Octopus app to set this, unless you have an Ohme when you will need to do everything through the Ohme app.
- Ohme: There are multiple ways to control when you charge with an Ohme, including setting a price cap, ‘Dynamic Charging’ and setting routines. You can find more details on this here.
- Zappi: Schedules on the Zappi are called timed boosts, you can still make the most of any excess solar outside of the schedule as well. There is more information on setting schedules here.
- Hypervolt: For Hypervolt chargers you can set multiple schedules and also pick different charging modes for each period. For more details on this please see here.
Troubleshooting
Having charger troubles? Start by checking the troubleshooting tips below. Then if you still feel that something’s not right, you can get in touch.
(Psst: for any issue with your charger, we recommend first trying to turn it off and on again, and checking for any firmware updates – this can often do the trick!)
I'm having trouble charging my EV on Intelligent Octopus Go
- Make sure the charger is online. If it is not connected to the internet we will not be able to communicate with it.
- Check that there aren’t any conflicting schedules or settings in your vehicle or charger which may interfere with the Octopus schedule. These will need to be removed for charging to work successfully.
- Set how much you want to charge based on your battery level %. When using the Intelligent Octopus GO tariff, we do not have any connection with your vehicle (unless your car is supported by Ohme API).
This means we don’t know how much charge is in your car when you plug in and will assume it’s at 0%. Rather than setting a target percentage to reach you may need to set the amount of charge you want to add. For example if you plug in with 50% battery left and want to reach a target of 80%, you would need to change the settings to add 30% additional charge. This will ensure your IO schedule runs correctly.
If you’re still having trouble charging,get in touch.
My charging app stopped working and I can’t schedule charges
There are many reasons why your app might not function properly.
Try these quick fixes first:
- Check if you’re using the latest version of the app. There might be a recent update that fixes a bug you’re experiencing.
- Try reinstalling the app - sometimes that does the trick.
- Check there aren’t any conflicts with other charging services. For example, other apps or the charging schedule of your EV itself.
Instant advice for the app of your charger:
- Ohme app (troubleshooting guide on page 20)
- Intelligent Octopus Go and the Ohme app
- Myenergi help forum
- Hypervolt app
If you’re still experiencing issues with the app for your charger, contact the support team of the charger manufacturer. They’ll be able to share more information with us if we need to fix something on your charger.
There's no power to my charger
If your charger appears to have no power, the first place to check is your distribution board (aka your fuse board). If none of the switches have tripped and there are no known power outages in your area, then get in touch.
If you can see that a fuse has tripped, resetting it should get your charger back in action. However if the fuse continues to trip, there may be an underlying issue that needs to be investigated, and we’d recommend not using your charger for the time being. In this case, get in touch with our team and we’ll take a look.
My charger is working at reduced capacity
If you're struggling to get enough power to your car, you may have a limit set within the vehicle on the amount of charge it is able to accept. If you have any trouble identifying or changing this, we recommend getting in touch with your vehicle manufacturer.
The amp limit should be set to 32 amps to ensure you're getting the best out of your charger.
How to power cycle a charger?
You can turn off the power by switching off the breaker or the power cut-off switch to completely power down the charger. After turning off the power, please wait a few minutes. This pause allows the charger's internal systems to fully reset.
For further support with your specific model, check out the manufacturers help and troubleshooting pages below.
Frequently asked questions
What’s the difference between smart charging and bump charging?
Smart Charging is when we use technology like Krakenflex to find the cheapest and greenest times to charge your car within a timeframe. A bump charge temporarily turns off smart charging to charge your car immediately and consistently.
Can I charge my car with solar energy?
Yes! Both the Hypervolt and MyEnergi Zappi chargers can control how much solar energy is used to charge your car.
You can get Octopus solar panels here and if you're looking to sell surplus energy back to the grid, check out Outgoing Octopus.
What's the best way to charge when on-the-go?
Need to charge your car when you’re out and about? Check out Octopus Electroverse to get one-tap access to more than 420,000 public chargers across the UK & Europe. And all with zero added costs or ongoing fees.
Because your EV charger was installed by an Octopus engineer you can get £10 credit when you sign up for an Electrocard.
Maintenance and warranty
Because a qualified Octopus engineer has installed your charge point, it comes with a 3-year warranty from the manufacturer. It covers unit and installation faults, and you can benefit from this from the day of installation.
If you experience any issues with your charger within your warranty period, please let us know. One of our engineers can come out to help you or complete remote tests to look if a replacement is necessary.
Find the warranty for your charger below
Top tips for extending the life of your charger
- Aim to charge to 80%
While occasional full charging isn't harmful, regularly charging to 100% can negatively impact long-term battery health. Aim for 80% for daily use and only charge to 100% when you need maximum range. - Charge often
Unlike gasoline cars, EVs benefit from regular charging, so don't let the battery sit at very low levels for extended periods. - Avoid deep discharging
Lithium-ion batteries perform best when the battery level stays between 20% and 80%. - Charging speed
If the car battery is cold the charging speed will be reduced, the optimum temperature for charging is around 20°C. Once the battery level goes past 80% the charging rate will be reduced to help protect the battery.
Contact us
If you need support with your EV charger after installation, the simplest way to in touch is to send an email to
ev-aftercare@octopusenergy.services.
Or call our freephone helpline on 0808 196 6842
(our phone lines are open 9am - 5pm, Monday to Thursday, and 9am - 4pm Friday.)
Alternatively, If you need further support with setting up an Octopus smart tariff, please email hello@octopus.energy
If you'd like to make a complaint, find our complaints process here.
Hey I'm Constantine, welcome to Octopus Energy!
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