Frequently asked questions
Have questions? Here you’ll find the answers most valued by our partners and customers.
Installation, Maintenance & General Use
How should I install an AC charger?
Installation of an AC charger should be done by a qualified electrician. Make sure the installation is done in a safe and convenient location, such as a parking lot or garage, where the charger is easily accessible to your vehicle. Always follow the manufacturer’s installation instructions and ensure that all required safety precautions are followed.
Does one need to be a certified installer to install an AC charger?
Yes, you should use a certified and experienced installer to install your AC charger. This ensures that the installation meets all safety standards and that the charger works correctly and efficiently.
What should I do if my AC charger does not work?
If your AC charger does not work, first check that the power supply is connected properly. If the charger is not receiving power, check fuses and outlets. If everything seems fine, consult the charger’s manual for error codes or indications. If the problem persists, contact the manufacturer or a certified installer to inspect the charger.
Can I repair the AC charger myself if it doesn't work?
It is unwise that you make your own repairs to an AC charger. Chargers contain high-voltage components that can be dangerous. Contact a certified technician or the manufacturer’s customer service department for troubleshooting assistance.
Is it possible to install the AC charger in an outdoor location?
Yes, AC chargers can be installed outdoors provided the installation meets the specific requirements for outdoor use, such as waterproof enclosures and weather protection. Refer to the installation manual for proper installation instructions.
What is the cost of installing an AC charger?
The cost of installation can vary, depending on the complexity of the installation, the location, and the installer. On average, you can expect to pay between €300 and €800 for installation, not including the cost of the charger itself.
What should I do if my AC charger charges slowly?
If you notice that the AC charger is charging slowly, this could have several causes, such as too low a charging current, a problem with the power supply, or the outlet’s capacity is too low. Check that the charger is set up correctly and that your vehicle is compatible with the charger. If the problem persists, contact the installer.
Should I maintain my AC charger regularly?
AC chargers require relatively little maintenance, but periodic inspection and servicing are necessary. For example, wear and tear can damage cables or connections over time. To ensure safe and reliable operation, it is important for a professional to regularly inspect the charger and perform maintenance according to the manufacturer’s guidelines.
Can I move the AC charger itself if I change my parking space?
It is possible to move the AC charger, but this should always be done by a qualified installer. Moving the charger can affect the installation and safety of the system, so it is important to have it rechecked and recalibrated.
Can I use my AC charger with an outdated power grid?
It is important to check that your electrical grid is suitable for the charger you want to install. In some cases, especially in older homes, it may be necessary to upgrade the power supply to ensure charging safety and efficiency. A certified electrician can assess this.
How can I software update my AC charger?
We always perform software updates remotely. This way we ensure that your charger is automatically equipped with the latest features and continues to meet the latest standards. Do you have questions about updates or specific features? Please feel free to contact us.
Charging Capabilities & Compatibility
Can I charge multiple vehicles at the same time with one AC charger?
It depends on the type of charger. Our Solar City Charger can charge two cars simultaneously. Our wallbox-chargers are available with one or two sockets.
Can I plug the AC charger into a wall outlet or do I need a special connection?
Although it is possible to connect an AC charger to a normal wall outlet, it is recommended to install a dedicated charging station with a separate power supply for a faster and safer charging session. This requires additional installation by a certified electrician.
What is the charging speed of an AC charger?
The charging rate of an AC charger depends on both the capacity of the charger (for example, 3.7 kW, 7.4 kW, 11 kW or 22 kW) and the maximum AC charging capacity of your vehicle. Although some chargers can deliver up to 22 kW, most electric vehicles limit AC charging to 11 kW. That means a faster charger will not necessarily ensure shorter charging times if your vehicle does not support that higher speed. Additionally, the final charging time depends on the size of your battery.
How do I know if my AC charger is compatible with my electric vehicle?
Most AC chargers are compatible with virtually all electric vehicles (EVs) that use a or Type 2 charging connector. Although different plug types exist, this is hardly a barrier these days: Type 2 is now the standard in Europe. To be sure, check the technical specifications of both your vehicle and charger, or contact the manufacturer for confirmation.
What is the difference between an AC charger and a DC charger?
An AC (alternating current) charger charges your vehicle using power from the regular electrical grid. Inside the car, this AC power is then converted to direct current to charge the battery. A DC (direct current) charger delivers direct direct current to the battery. AC chargers are ideal for home or work, where longer charging times are not an issue. DC chargers are primarily used in locations where fast charging is desired, such as along highways or at fast-charging stations.
Can my AC charger work on a charging station for another brand of EV?
Yes, our AC chargers are designed to work with multiple brands of electric vehicles, as long as the vehicle has the correct charging connector (for example, Type 2 for AC charging). Always check the specifications of the charger and your vehicle to confirm compatibility.
Can I use my AC charger for a hybrid vehicle?
Yes, hybrid vehicles can also be charged with an AC charger, as they use the same type of charging connectors as fully electric vehicles. However, keep in mind that the charging rate and battery capacity of a hybrid vehicle may be different from fully electric vehicles.
Do your charging stations have a fixed cable, or do I have to connect a cable myself?
Our wallbox-chargers offer both options. A fixed cable is useful for daily use at a fixed location, while a socket is more flexible – for example, if several cars with different connections use the same charger. Feel free to contact us if you are unsure about what is best for your situation.
Technical Details & Functionality
Are your chargers suitable for both 1-phase and 3-phase charging?
Yes, our chargers support both 1-phase and 3-phase charging.
What is the warranty on an AC charger?
Our standard warranty on an AC charger is 24 months. This warranty can be extended to a maximum of 5 years for a fee. In some cases, an extension to 12 years is even possible, provided this is stipulated right at the time of purchase and the annual extension fee is paid from the start. Check the warranty terms of your specific charger for full details on coverage and duration. Feel free to contact us to discuss options for your situation.
What should I do if my AC charger gives an error?
First, check if there’s a problem with the power supply, or a problem with the vehicle. If you can’t find the cause, contact our 24/7 customer service via +31 (0) 10-23660923.
Smart Features, Safety & Other Use Cases
How can I upgrade my AC charger to bidirectional charging (V2G)?
Most chargers cannot be upgraded to bidirectional charging or only with difficulty. In contrast, our AC chargers are fully prepared in terms of hardware for bidirectional charging. If you want to charge bi-directionally in the future, we do not need to modify anything on the hardware – only a few software updates will be required, which we will perform for you.
What happens if the charging cable gets damaged?
If your charging cable is damaged, stop using it and contact the manufacturer or installer for replacement. A damaged cable can compromise the safety of the charging process and may cause a short circuit or fire hazard.
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