Frequently asked questions

Here are some of our most common FAQs but please click through to see them all, or drop us a line here.
Intelligent Scheduling
Can I use the 'Automatic Scheduling' mode if I'm on a single rate tariff?
Yes, you can use 'Automatic Scheduling' if you're on a single rate tariff to optimise your charging for the lowest CO2 emissions. However, we won't be able to optimise your charging costs unless you're on a multi-rate tariff.
How do I enable 'Automatic Scheduling'?
Within the ‘Charging mode’ settings, you can select ‘Automatic scheduling’. After inputting your preferences, Raya, our Smart Energy Assistant, will select the cheapest and greenest time periods each day to schedule your car charging.
Why am I blocked from using 'Automatic Scheduling'?
Contact our support team if you're having trouble with 'Automatic Scheduling'. Let us know if you've got solar panels and a battery - some battery and solar setups can prevent automatic scheduling from working as expected. We can solve this for you on our end.
Can I use the 'Intelligent Scheduling' mode if I'm on a single rate tariff?
Yes, you can use 'Intelligent Scheduling' if you're on a single rate tariff to optimise your charging for the lowest CO2 emissions. However, we won't be able to optimise your charging costs unless you're on a multi-rate tariff.
How do I enable 'Intelligent Scheduling'?
Within the ‘Charging mode’ settings, you can select ‘Intelligent scheduling’. After inputting your preferences, Raya, our Smart Energy Assistant, will select the cheapest and greenest time periods each day to schedule your car charging.
Why am I blocked from using 'Intelligent Scheduling'?
Contact our support team if you're having trouble with 'Automatic Scheduling'. Let us know if you've got solar panels and a battery - some battery and solar setups can prevent intelligent scheduling from working as expected. We can solve this for you on our end.
Manual Scheduling
How do I enable “Manual Scheduling”?
Within the ‘Charging mode’ settings, select ‘Manual scheduling’. Here you can configure your charging schedules to allow you to charge only when it suits you - particularly if you’re on a time-of-use tariff. We recommend you enter the times to match your on-peak (e.g. day-time) and off-peak (e.g. night-time) energy tariff rates set by your energy supplier. You can also enter your electricity rates (£/kWh), which will enable the app to calculate the cost of your charging sessions.
Solar Charging
Why isn't my car charging with solar?
Your solar panels need to be exporting at a minimum of 1.4kW to be used to charge your car. Check you're exporting enough energy for this - if not, you may need to boost your charge instead. Boosting the charge will override solar and draw energy from the grid.
I have or am looking to have solar panels installed, how do I activate solar charging?
You can access solar charging in the ‘Charging mode’ settings, select ‘Manual scheduling’. Here you can configure your charging schedules to allow you to charge only when it suits you - particularly if you’re on a time-of-use tariff. We recommend you enter the times to match your on-peak (e.g. day-time) and off-peak (e.g. night-time) energy tariff rates set by your energy supplier. You can also enter your electricity rates (pence/kWh), which will enable the app to calculate the cost of your charging sessions.
Is the VCHRGD Seven charger compatible with my solar system?
The VCHRGD Seven is compatible with all solar systems. It can be configured to prioritise sending excess solar energy to your EV instead of exporting it back to the grid. You can enable solar within the Powerverse app by toggling Solar Panels 'ON'.
Can I join Powerverse now and add solar to my home later?
Yes. You can join Powerverse and have the VCHRGD Seven home EV charger installed now, and install solar at a later date. Just let us know via the app so that we can get you set up correctly.
Instant Charge
Why is there a delay when starting a charge?
The UK Smart Charging regulations require us to add a random delay to the start of any charging session. This includes any charging sessions you've scheduled in the app, even at off-peak times. This is to ensure that demand on the grid is balanced and hence the grid remains stable all day. You can override the delay by pressing the [Play] button in the app.
Charger Authorisation
How do I set up Charger Authorisation?
Within the ‘Charging mode’ settings, you can enable and disable 'Basic charger protection'. Your charger will be pre-set with charger protection toggled 'On', meaning you'll need to tap the button on the home screen to authorise each time you plug in.
Can I lock my charger to prevent unauthorised use?
Yes. You can prevent unauthorised use of your charger by toggling Charger protection to ‘ON’ in the Powerverse app. Once enabled, you will be prompted to authenticate yourself with the Powerverse app. Alternatively, you can authorise and start your charge by tapping your RFID card on the 'V' logo of the charge (included with the charger), each time you connect your EV.
Remote Start/Stop Control
My charge has just started but I've received a 'remote charge finished' notification in my EV app. Why?
We've noticed that some older EVs (such as the older Nissan leaf) send this notification when the charging session starts. Please ignore this notification - your Powerverse app will show the correct charging information.
Tariffs
I want to switch my tariff, can you help me with this?
We don't currently offer tariff switching services, but we hope to do so in future.
Where can I find the per kWh price information for my tariff?
You can find the price per kWh of your energy by looking at a recent energy bill. If you're not sure where to find this information, contact your energy supplier who can point you in the right direction.
Is the Powerverse app compatible with Octopus Energy's "Octopus Go", "Agile Octopus" and "Intelligent Octopus" time-of-use tariffs?
The Powerverse app is not directly integrated with Octopus Energy’s “Octopus Go” or "Intelligent Octopus" time-of-use tariffs, but you can still use the Powerverse app and manually enter your rates in the 'Tariff' section. If you're on the Intelligent Octopus or OVO Charge Anytime tariffs, use the Powerverse app in Instant Charge mode.
Do I have to change my charging mode when connected with the Agile tariff?
You can charge in any mode with the Agile tariff, but we recommend that you use our Automatic Scheduling feature to get the most out of your Agile Tariff.
What charging mode should I use to charge at the cheapest times?
Use the 'PowerSaver' mode within Automatic Scheduling to charge at the cheapest times. Our 'Smart Top-Up' feature enables you to add additional charge whenever the Agile price drops below the price you've chosen, meaning you can maximise your use of cheap energy.
I've switched away from the Octopus Agile tariff, what should I do?
If you've switched to a different tariff, let us know by updating your details in the 'Tariff' section of the app. You can fill in your new details manually.
How are the prices for the Agile tariff calculated?
We receive updated prices directly from Octopus each day.
App
Where can I find the User Guide for the app?
You can view the User Guide here .
I can't start a charge in the app - what should I do?
In rare cases, you may not be to start a charge for several minutes in the app. This is caused when connection to the charger is temporarily lost. To get unstuck, disconnect your cable on the car side, refresh the app by closing and re-opening, and try again. If the issue persists, contact our support team.
I'm on a 100% renewable tariff. Why should I still charge at off peak times?
Having a renewable energy tariff is beneficial because your energy supplier buys the energy you need from certified renewable sources. But the amount of renewable energy on the grid varies over a 24 hour period. During peak times, energy demand increases and excess energy sources need to be turned on. This means that traditional energy sources, such as fossil fuel powered generators, are fired up to meet the demand - particularly in the afternoon and early evening. Shifting your energy usage to an off-peak time, such as overnight, is beneficial because there is more renewable energy available at these times, meaning the carbon intensity of the energy you consume is lowered.
How can I get in contact with you via the app?
Within the 'Account' settings, under 'Support', you can either 'Ask a question' via email or chat with us via our live chat option. We are available Monday-Friday from 9-5.
How much does it cost to charge an EV with the VCHRGD Seven charger?
There is no simple answer to this question as it depends on many factors. For illustrative purposes, a typical EV with a 60kWh battery and ~200 mile range would cost about £17 to fully charge. (This assumes you're paying 32p/kWh to your energy supplier and the usable capacity of the car battery is ~54kWh (90%).) You'll rarely need a full charge. You can save money by switching to a time-of-use electricity tariff and configuring a charging schedule to charge your car during the low-cost overnight period. Time-of-use tariffs typically offer discounts of 50% - 75% on electricity used overnight compared to their standard day rate.
How long does it take to charge an EV with the VCHRGD Seven charger?
The VCHRGD Seven charger has a maximum output of 32A / 7.4kW. The charger can charge the EV at a rate of 7kW per hour. On average, you should expect to add approximately 25 miles of range per hour (depending on conditions). To calculate how long it will take to charge your car from zero to 100%, you would need to take the total battery capacity of the vehicle and divide it by the charger power rating. For example, if your EV has a 60kWh battery, and the charger is 7kW, then 60kWh/7kW = 8.5 hours to fully charge.
How can I track the cost of my charging sessions?
The latest release of the Powerverse App includes the ability to track the cost of your charging session when using smart charging. Head over to the configuration page, and tap the "Smart Charging" option, make sure it's set to scheduled and turn on the "track electricity costs" feature. You can now enter the cost of your electricity, if you have a variable tariff then enter the day and night rates. Setting your schedule to correspond with these rates will ensure that you're always charging when it's the cheapest for you! Tap "Save Changes" button and then you're good to go. Please note that currently the track electricity cost feature only works in smart charging mode, but we're working to make is available across the board.
What is the best time to charge?
There are a number of factors that influence the best time to charge. We recommend programming your on and off-peak electricity tariff into the Powerverse app, and selecting Automatic or Manual Scheduling. With Automatic Scheduling, the Powerverse charger will boost your charge when electricity is cheapest and/or greenest. With Manual Scheduling, you can select specific charging times. If you generate power for your home via a solar panel, then you can use renewable energy to power your car when it’s available, at no cost to you.
Why is my car not charging at the 7kW?
Here are a few reasons why your vehicle may not be charging at full capacity: The vehicle is nearing the end of its charging session The battery is nearly full The charger is charging in “Solar Mode” The charger is in 'balancing mode (meaning your charger has reduced power to protect your fuse) Your vehicle onboard charger is not rated at 7kW If you're unsure why your EV is not charging as you expect, contact our support team
What do I do if I change my broadband provider?
Visit the VCHRGD User Guide to change your Wi-Fi connection settings on the charger.
What should I do if my app isn't working?
Contact our support team if you have any issues with the app. In the meantime, you can charge using your RFID card, which comes with your charger. Tap the RFID card on the 'V' logo on the charger to start the charge. To end the charging session, tap the RFID card on the 'V' again.
What happens if my charger loses WiFi connection?
If your Powerverse charger loses WiFi connection during a charging session, it will revert to Instant Charge mode, and charge your vehicle at full power until the session is complete or terminated. The charger will continue to try and reconnect to your WiFi, and when it has, you will see the session on your Powerverse app.
What should I do if I'm having issues with the display in the app?
Contact our support team to let us know if your app display doesn't look as you expect. In the meantime, check your phone system settings are set to 'default'.
What information or data is collected and stored by Powerverse? Who has access to this data?
When you place your order we capture Name, Address, Phone Number and some details as to whether you are a home owner and whether your home has off-street parking. We need this data to determine whether we can serve you and also to be able to assign an installer from our trusted installer network based on your location. During the Digital Home Assessment, we capture details about your home energy use as well as more technical details about your current electrical installation - including photographs of things such as your consumer unit (fuse box), and the location where you want your charger to be installed. Powerverse and our installation partners use this information to plan your installation and also to determine whether you need to apply to your Distribution Network Operator (DNO) before installation, or possibly have an isolation switch fitted. (See other FAQ entries for information on DNO applications and isolation switches.) We collect technical information pertaining to each individual charging session - start / stop time, rate of charge (kW), energy added during charging session (kWh). Additionally we capture the total amount of power being accessed by the home. If charging authorisation is enabled then we process each request for authorisation. Data security is of paramount importance to Powerverse, all data is stored securely, is encrypted in transit and personal data is only accessed by staff when their job role demands it such as, for example, for the purposes of contacting you about your installation, answering a query, or helping to resolve an issue.
What version of iOS or Android is needed for the Powerverse app to work?
The minimum version for the Powerverse app to work is iOS 12.4 and Android 6.0.
My phone is running on Android 6, what should I do?
Google play store have made an update which means that phones that run Android 6 (circa 2015) will no longer be able to update their apps to the latest version. This impacts all apps across the Play store. If you're currently running Android 6 you'll be able to use the version of the app you currently have, but you won't be able to access future updates to the app. If you delete the Powerverse app from your phone, you won't be able to re-download it. If you're a new customer you will not be able to download the Powerverse app - please contact our support team. You can still charge using your RFID card.
Charger
What are RFID cards and how many will I receive with my VCHRGD Seven charger?
The RFID cards which come with your VCHRGD Seven charger provide the ability to authorise charging sessions without logging into the Powerverse app. You do this by touching your RFID card on the RFID reader on the charger. You will receive two RFID cards with your VCHRGD Seven charger.
How can I delete personal information from my charger?
The only personal data that is stored natively on the charge point itself are your wifi details. To delete this information, follow these steps: Download the VCHRGD Installer app Allow bluetooth permissions when prompted Tap on the ES____ number Enter your Installer Password provided with the unit Select Simple Configuration Delete your Wi-Fi SSID and type wifissid Tap SET once your details have been removed Your details have now been removed. You can remove other personal account details in the app by selecting the Close account option within the Account section.
Can I get a refund before installation has taken place?
Yes, if at any point up until the installation date you do not wish to proceed, you can cancel and we will provide you with a full refund. There may be a small cost if the charger has been dispatched to your address before the request for a refund has taken place.
Should I choose a Tethered or Untethered charger?
This really depends on your needs and preference. Here are some things you might want to consider.

- Convenience: Tethered chargers have a permanently attached cable. The VCHRGD tethered chargers comes with a Type 2 connector.

- Flexibility:While you need to plug the cable into an untethered charger, you can use both Type 1 or Type 2 cables.

- Cable Length: Our tethered charger's cable is 5m in length, whereas an untethered charging cable can be up to 10m for either connector type.

- Cost: We're offering both tethered and untethered chargers at the same great price. You'll need to purchase a cable separately if you purchase an untethered charger.
What is Auto Power Balancing?
Auto Power Balancing is an important safety feature. The VCHRGD Seven charger can charge your electric vehicle (EV) at a maximum of 32A. If there are other appliances using electricity in your home at the same time as the charger, such as your dishwasher or electric shower, Auto Power Balancing will adjust the amount of electricity going to your EV to prevent overloading your circuit and potentially tripping your fuse.
What is the maximum charge rate of the VCHRGD chargers?
The maximum charging rate of the charger is 32A / 7.4kW.
Why is my EV not charging?
There are a few reasons why your car might not charge when you were expecting it to. The random delay applied to the beginning of your charging session has not yet finished. Your EV may not be properly connected i.e. is not securely plugged in. Your EV battery is full and hence cannot accept further charge. Some EVs have their own smart charging mode that adjusts the charging rate based on various factors. This mode might prevent the car from charging under certain conditions or times of the day. For example: The EV may be set to only charge when it is in Park and when it is locked. The EV’s charging schedule may conflict with the schedule set by Powerverse.
Will the VCHRGD charger work with my electric vehicle?
The VCHRGD chargers come in 2 options: tethered or untethered. The tethered version has the cable and connector built-in and will only work with electric vehicles that charge with a Type 2 connector. Type 2 connectors are the most common European standard connector. The untethered version comes with a Type 2 socket; this is a universal solution because there will always be a cable that connects your car to a Type 2 socket, whether it’s Type 1 or Type 2. If you're in doubt about the connector type your vehicle uses, check with the car manufacturer.
I'm going on holiday - when should I schedule my charging?
Your charger is set to GMT/BST. Even if you're in a different time zone, you should set any schedules as if you were in the UK.
Why is my EV not charging?
There are a few reasons why your car might not charge when you were expecting it to. The random delay applied to the beginning of your charging session has not yet finished Your EV may not be properly connected i.e. is not securely plugged in. Your EV battery is full and hence cannot accept further charge. Some EVs have their own smart charging mode that adjusts the charging rate based on various factors. This mode might prevent the car from charging under certain conditions or times of the day. For example: The EV may be set to only charge when it is in Park and when it is locked. The EV’s charging schedule may conflict with the schedule set by Powerverse.
My charger says that the car isn't charging - how do I end the session?
End your session by disconnecting your cable on the car side.
What warranty is offered on the VCHRGD chargers?
The VCHRGD chargers come with a 3 year warranty as standard.
Do the VCHRGD chargers require internet connection?
Yes, the charger will need to be installed in a location with Wi-Fi access. If you do not have a good Wi-Fi connection at the location you want your charger installed, a Wi-Fi extender can be a good option to extend the range of your existing Wi-Fi network. These are readily available online or from many home electrical outlets.
How can I delete personal information from my charger?
The only personal data that is stored natively on the charge point itself are your wifi details. To delete this information, follow these steps: 1. Download the VCHRGD Installer app 2. Allow bluetooth permissions when prompted 3. Tap on the ES____ number 4. Enter your Installer Password provided with the unit 5. Select Simple Configuration 6. Delete your Wi-Fi SSID and type wifissid 7. Tap SET once your details have been removed 9. Your details have now been removed. You can remove other personal account details in the app by selecting the Close account option within the Account section.
My charger LED is flashing red - what should I do?
If your charger is showing a fault, please consult the user manual for your charger to get the charger back up and running quickly. We also recommend contacting the Powerverse support team. We'll be able to investigate the issue causing the fault and prevent it from happening again.
What do the colours on my VCHRGD Seven Pro mean?
Solid Blue: Standby Flashing green: Plugged in, waiting to charge Solid green: Charging White, no light: Power off (Turn RCBO back on, notify Powerverse) Solid Yellow: In app mode but not connected to app (Check server URL or WiFi details) Red: Fault (4 flashes - over voltage fault - contact Powerverse, 8 flashes - tamper detection - replace front plate, any other number of flashes contact Powerverse)
Installation
What does 'Standard Installation' include?
Standard Installation, which is included with all purchases, includes the fitting of the VCHRGD Seven charger to a brick or plaster wall up to 1.8 metres high; up to 15m cable run including 5m of white plastic conduit to conceal interior wiring; drilling through a wall up to 500mm thick; and a demo of the charger and Powerverse app before the engineer leaves your premises. We will also install a Type 2 Surge Protection Device as part of our Standard Installation package, which protects your EV charger and EV from a voltage surge at your property. For the full Standard Installation specification, please view the Customer Terms & Conditions here
What happens if I need an isolation switch to be installed at my property?
If our installers identify that you need an isolation switch fitted to your property, you will need to contact your energy supplier directly to request one be fitted. An isolation switch is installed alongside your electricity meter and is part of your electricity metering setup. Only specially accredited engineers are authorised to fit an isolation switch; it is not a job that most household electricians are legally permitted to undertake. The vast majority of accredited engineers work for energy suppliers which is why, in most cases, you will need to contact your energy supplier to fit an isolation switch. Depending on their availability, this process usually takes between 2 - 4 weeks. Powerverse is unable to influence this process and we are not able to install your charger until an isolation switch is fitted. Your energy supplier may charge for the supply and installation of your isolation switch.
What happens if my installation is 'non-Standard'?
If our installers identify that additional works are required to complete your installation, they will provide a quote for this work. This may happen before your installation is scheduled, based on your Digital Home Assessment submission, or on the day of installation if unforeseen additional works are required. You will need to pay for the additional works for the installation to proceed. In rare cases we may not be able to go ahead with your installation and will therefore refund you in full.
What happens if my local Distribution Network Operator (DNO) needs to upgrade the supply to my home?
Our trusted installers will help you apply for an electrical supply upgrade from your DNO if required to accommodate your Powerverse EV charger. Please be aware that, depending on your DNO's availability, this process usually takes between 4 to 16 weeks. Powerverse is unable to influence this process and we are not able to install your charger until the upgrade is complete. Your DNO will typically upgrade your supply at not cost to you; however, in a small number of circumstances, they may charge to upgrade your supply.
What happens on the day of my install?
Our installation engineer will arrive at your property ready to install your VCHRGD Seven charger on the scheduled day of installation. On arrival they will survey the installation area to check that the installation can be undertaken safely and in accordance with our 'Standard Installation' criteria. The engineer will typically take 2 - 3 hours to install the charger. They will need to connect your charger to your Wi-Fi network, and use your Wi-Fi network to help you set-up the Powerverse app. Once the charger is installed and the app is set-up, you will be ready to start charging!
What warranty is offered on the installation of the charger?
Installation of the charger by one of our accredited installers comes with a one year warranty as standard.
Who do you use for installations?
We work with a network of professional, OZEV-registered installation engineers around the country.
Will the charger be delivered to my address?
Yes. Your charger will be delivered to your address approximately one week before your confirmed installation date.
Customer Support
What customer support is offered for customers post-installation?
We have a dedicated Customer Support team who will respond to any queries or issues you have with the Powerverse app and VCHRGD charger. You can contact the support team via the Powerverse app and we aim to respond as soon as possible.
What customer support is offered for customers pre-installation?
We have a dedicated Customer Support team who will respond to any queries or issues you have pre-installation. You can contact the support team via support@powerverse.com; we aim to respond to all enquiries within 48 hours, Monday to Friday.
Where can I review your Terms and Conditions?
You can review our Terms and Conditions here.

Need help with your VCHRGD Seven charger or the app?

Use Live Chat within the app
 Or call technical
support: 020 4586 6768

Need help with something else?

Email us at: support@powerverse.com

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