My charge point is offline. What should I do?

If your charge point appears offline in the Andersen app, it usually means it has lost its connection to your home Wi-Fi network.

• Check for Power: First, ensure your charge point is powered on and the status light is visible.
• Use the App: Head directly to the Andersen app and follow the on-screen instructions to get back online.

To reconnect your charger, you must do so while logged into your personal account.

• Ensure your charge point is powered on.
• Create an account (if you haven't already) and log into the Andersen app.
• Follow the instructions inside the app to connect your charge point to your Wi-Fi network.

You can manage your Wi-Fi network settings at any stag from within the Settings page, by selecting your charge point and then selecting Network.

The app will talk you through the process, but here is what to expect just in case you need extra help:

• Select your model: Choose the specific Andersen charger model you have.
• Enter setup mode: Follow the app prompts to put your charger into setup mode. (Note: You may be asked to press the physical button on the charger three times consecutively).
• Initialise: Once the charger is in setup mode, the app will show either Retry Initialisation or Connect. If you see Retry Initialisation, press that first, then press Connect.
• If you are struggling to connect, please ensure your Bluetooth is on and you have allowed the necessary app permissions.
• Find your serial number: You should see your charger's serial number appear on the screen. Select your charger and press Connect.
• Enter Wi-Fi details: Choose your home Wi-Fi network from the list, enter your Wi-Fi password, and press Connect.

• The Installer Toolbox is designed exclusively for electricians setting up the charge point who do not require login access to the unit. Please use this dedicated tool for the initial configuration.

If you are still having issues, there are a few home network factors you can look into. Please note that maintaining your home infrastructure is your responsibility, but we recommend checking the following:

• Confirming that your home Wi-Fi is working on other devices.
• Ensuring the charger is within adequate range of your Wi-Fi signal.
• Ensure your Wi-Fi router or access point is set to broadcast a 2.4GHz network.
• Restarting your home Wi-Fi router.
• Checking your fuse box to see if the circuit has tripped (only perform a hard reboot if it is safe to do so).

If the charger remains offline after trying these steps, please contact us.