Help Centre
Troubleshooting
LED states, connectivity, rebooting and common charger issues.
What do the LED light colours mean on my charge point?The LED status light on your Andersen charger helps show the current status of the charger, including whether it is ready, charging, locked, offline or showing an error.ReadMy 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.ReadThe reset button in the app does not work. What should I do?If the reset button in the Andersen app is not responding, it typically means your charge point is offline or unable to receive the command from your phone.ReadHow do I perform a hard reboot on my charge point?A hard reboot (or power cycle) completely turns the power to your charge point off and back on again. This can help restore your charge point if it becomes unresponsive or loses its network connection.ReadMy car is charging slower than expected. What should I do?If your vehicle is charging slower than anticipated, it is often due to vehicle settings, your battery's state of charge, household power demands, or built-in safety features.ReadWhat is a supply voltage error?A supply voltage error means your Andersen charge point has detected that the incoming electrical voltage at your property is outside the standard operating range required for safe charging.ReadHow do I release the cable from my car?If your charging cable will not release from your vehicle, it is usually because the car is locked or the active charging session hasn't completely finalised.ReadAre Andersen charge points Wi-Fi only?Yes. Andersen home charge points connect to your home network via Wi-Fi and do not feature an Ethernet port or a wired internet connection option.ReadHow do I connect my charger to WiFi?Follow the below steps to connect your Andersen charger to WiFi.ReadHow do I link/unlink my Andersen charge point from the Octopus Energy app?Connection to your Octopus Energy account is controlled from within your Octopus Energy App.Read