General Information
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Helpful information for Customer Support for home charging issues
Helpful information for Customer Support for home charging issues
ŠKODA AUTO customer service
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All our private chargers have a charging point.
The charger and the sealed plug connector of your charging cable are splash-water protected on all sides (IP54).
Protection class IP54 guarantees this. Dust may ingress at low amounts, but this is harmless and perfectly normal.
Electromobility is increasingly dominating. This represents a great challenge for the general power supply. Occasionally this borders on the feasibility limits. Therefore, asking whether several chargers can be used in parallel is a legitimate question. In general, there are two basic prerequisites, that need to be met:
Obtain a permit from your local electricity grid operator
Commission your installation partner to inform your electricity grid operator about your project. Electricity grid operators have a good overview of the local network load and thus prevent temporal overloads.
Have the existing electrical installation in the house checked
The conditions applying to the local electricity grid, also apply to your own household. There generally also are limits to the power that it can access at a time. If your electricall installation reaches its limits, or if your maximum consumption power from the electricity grid has been limited by your network operator, load management may be reasonable. Load management regulates the charging power so that both the electricity grid or your household electrical installation are not overloaded.
We generally recommend contacting an electrician. They are familiar with the local conditions and can give you best-possible advice.
The charger is intended for electric vehicles of the European market and is delivered with the standardized AC plug connector for the European market (type 2).
The MID-certified energy meter in your Wallbox is installed in all Pro/Connect+ models. The meter measures the charging power and provides the measurement result for every charging session in your app. In this way you can track how many kWh you charged per charging session.
What is the added value of the installed energy meter?
Transparency: The energy meter gives you more transparency with regard to your charging sessions and you can exactly track how much you charged at what time.
Accounting: The energy meter comes in particularly handy for drivers of company cars or freelancers. For example, if you want to clearly distinguish between company-related and private charging sessions in your app, the energy meter is the perfect option for you. In this way, you can present bills for company-related charging sessions to your employer or ad them to your tax declaration.
Please note that the energy meter cannot be used as a basis for commercial settlement of public charging sessions since it does not comply with local calibration law (e.g. in Germany and Austria). However, this just means that you cannot operate your Wallbox as a public, fee-based charging point in these countries.
What does MID mean?
MID is short for Measurement Instruments Directive, which is the name of a directive for measurement instruments in the European Union. The directive generally describes the standards for calibration of measurement instruments. The energy meter in the internet-enabled Wallboxes are MID-certified and thus complied with this directive.
Does you installer or do you require technical details about your charger?
You will find all the technical information about the chargers
- Charger (without connectivity)
- Charger Connect
- Charger Pro / Connect+
for the brands
- Volkswagen
- Seat / Cupra
- Škoda
- Elli
- Audi
at www.elli.eco/downloads under "Data Sheet."
Currently, the wallbox is oriented primarily toward end customers. In order to meet the requirements of our business customers better in the future as well, we are working on a calibration law-compliant solution.
In principle, certainly, although the law states that everyone living in the multi-residence building must be in agreement. If, for example, at the annual owners’ meeting there is a vote on your plans, you must contact members who aren’t present, such as rental owners, and ask for their signature.
The feasibility of the installation also depends on the access to the electrical infrastructure at your parking space. If you select our preferred installation partner, they will help by providing a professional assessment of your situation. Alternatively, you may ask your own electrician for an assessment.
Why all the stress with a charger if I have normal sockets at home as well?
The simple answer: speed.
Using the normal household socket, you can mostly manage, depending on your local conditions, up to 2.3 kW. With a medium-size 58 kWh battery, that can mean approximately 26 hours until it is charged up again.
If you have a charger, theoretically up to 11 kW is possible, depending on local conditions. You then charge up the same battery (at 11 kW) in approximately 6 hours and have a fully charged battery every morning.
The charger is our charger for home use, three different versions of which are available. These are the Elli Charger (without connectivity), the Elli Charger Connect and the Elli Charger Pro.
The charger essentially differ with regard to the following:
- The capability of connecting to the Internet and therefore remote access via the app
- The capability of whether an Internet connection can be established via Ethernet, WiFi or LTE
- The capability of controlling the charger access using an charging card (RFID)
- The presence of an MID-certified energy meter
Here is an overview of the chargers:
Elli Charger (without connectivity)
- Basic version of charger
- Allows simple charging (access control not possible)
- Cannot be connected to the Internet, and does not benefit from software updates
- Does not have an energy meter installed
Elli Charger Connect (opt. with LTE)
- Connected to the Internet via WiFi or Ethernet
- Has an LTE module installed which is not activated (subsequent activation possible in some countries with additional charge)
- Benefits from software updates
- Access can be controlled via an charge card
- Does not have an energy meter installed
Elli Charger Pro (incl. LTE)
- Connected to the Internet via WiFi, Ethernet or LTE (permanently activated in the factory)
- Benefits from software updates
- Access can be controlled via an charge card
- Has a MID-certified energy meter installed in order to measure charge quantities and bill the employer for them if necessary.
Depending on your country, 7.4 kW (single-phase) or 11 kW versions (three-phase) of the charger are available. More information about this can be found here.
All models have a fixed-installed charging cable. Here you can find more information for choosing the right cable lenght (4.5m or 7.5m).
For more information about the different models, please contact your vendor or contact our customer service.
That depends on several different things. If you live in your own home, with your own electricity meter, garage or parking space, you meet the most important criteria. If, for example, you rent a property but have your own parking space, it is usually also possible to install a Wallbox. The best thing to do to find out is to get in touch – by email, via our hotline or your nearest automotive partner.
To order additional charging cards, please contact the dealer of your charger or our customer service.
An MID-certified energy meter is integrated in our internet-enabled charger.
The energy meter measures the charging power and provides the measurement result for each charging session in the app. In this way you can track how many kWh you have charge per charging session.
The energy meter comes in particularly handy for drivers of company cars. For example, if you want to clearly distinguish between company-related and private charging sessions, the energy meter is the perfect option for you. In this way, you can present bills for company-related charging sessions to your employer or ad them to your tax declaration.
Look forward to improved export options!
We are currently working at an optimized possibility of exporting individual charging sessions. This will provide even better overview and usability of data. The function will be made available via a future software update.
We offer two power variants for our chargers: single-phase with up to 7.4 kilowatt (kW) charging power or three-phase with up to 11 kW charging power. Please note that some models may not be available in your country or that the power needs to be reduced due to statutory regulations. Best obtain information on this in the Internet or from your dealer.
If at your location both the single-phase 7.4kW variant and the three-phase 11kW variant is available, there are a few noteworthy differences:
What does "charging power" mean?
Generally, the charging power indicates how fast the battery can be charged at ideal conditions. To achieve maximum charging power, it is important (1) for the charger to support the power, (2) for you to have the required household connection, and (3) for your car to support the power.
Charging power is stated in kW (kilowatt). This means, after charging for one hour, you will have charged 11 kWh, overall. You just add the "h" to the unit. If you are charging for two hours, you will have charged double the amount, i.e. 22 kWh.
Your household connection - a little excursion in the field of electrical engineering
Now it gets a little complicated: To ensure that your charger can achieve the charging power, a few conditions must be met at home. The important factor is the number of the so-called phases. Simply put, phases are the live wires in a line. Mostly, a differentiation is made between single-phase and three-phase current ("alternating current"). For example, your conventional household socket provides single-phase current in most cases. Some household appliances (e.g. cooking zone or hob) often are separately provided with three-phase current since they consume a lot of energy.
If at your location both the 7.4kW and the 11kW variant is available, you can have a three-phase connection locally installed and buy the three-phase 11kWh charger since it is three-phase operated. However, if you only have a single-phase installation on site, you should opt for the 7.4kWh charger since it is single-phase operated.
Can I operate an 11 kW charger with a single-phase connection?
In theory, you can, but we do not recommend it. The important thing is not only the number of phases but also how much current flows through the wires. With the 11 kW variant it is 16 A (Ampere) per phase or wire. With the single-phase 7.4 kW variant it is 32 A to achieve the best possible result despite the single phase.
In other words, if you use an 11 kW charger for single-phase charging, you “only” charge at max. 16 A, which is equivalent to 3.6 kW. In the case of two-phase charging, this would be 7.2 kW.
With the 7.4 kW charger, it depends solely on what maximum current is configured in the charger settings. As a general rule, 32 A is the maximum charging current that is technically possible.
| Art der Ladestation | |||
| Single-phase | Three-phase | ||
| Connected phases | Single-phase | 7,4 kW | 3,6 kW |
| Two-phase | N/V | 7,4 kW | |
| Three-phase | N/V | 11 kW | |
| Important: The number of phases of the installation’s power supply that are connected determines the maximum charging rate. | |||
Please note: In some countries, the power for single-phase operation is limited. So it may be the case that you can only load at less than the technically possible 7.4 kW. Consult your installation partner for this purpose.
What role does the car play?
The car also has something to say in this context: The car must also support both the number of phases and the maximum charging power. Should you use a three-phase 11 kW charger, make sure that your car supports a three-phase 11 kW charger.
Our models can be mounted on suitable walls or other permanent surfaces that fulfill certain requirements. These surfaces also include steles/stands.
Thus, normally you can have the charger installed on a stele/stand if the minimum criteria are fulfilled. However, we currently do not offer corresponding accessories. Have you installation partner advise you here.
Installation
Please see your shipping box
When your charger is prepared for dispatch the sticker is also placed in the shipping box. Sometimes it may shift or hide somewhere in the box.
Please check all the contents of the box to rule out that the sticker has hidden somewhere.
Sticker not found or lost?
No problem, we are happy to send you a digital replacement sticker. Please contact us so we can support you! You can find information about this in the app under Account Settings, "Help" or "Contact Us".
Please keep the serial number of your charger ready. You can find it at the underside of the charger housing next to the outlet of the charging cable.
To install your charger, work on your home's electrical system is necessary. Since this is dangerous, you are not allowed to install your charger yourself, but must hire someone who has permission to do the work according to local regulations.
To make it extra easy, you can use our preferred installation partner.
You can find the CE certificate at: https://www.elli.eco/downloads (in the "CE certificate" tab). Look for the appropriate document for your Wallbox.
The internet-enabled Wallboxes comply with the following standards & regulations:
- EN/IEC 61851-1 (2018)
- EN/IEC 61851-21-2 (2018)
- EN 301 489-1 V2.2.2
- EN 301 489-3 V2.1.1
- EN 301 489-17 V3.2.0
- EN 301 489-52 V1.1.0
- EN 301 908-1 V11.1.1
- EN 301 511 V12.5.1
- EN 300 330 V2.1.1
- EN 300 328 V2.1.1
- EN 301 893 V2.1.1
Important: Your electricity grid operator requires certificates for compliance with the standards IEC 61000-3-2, IEC 61000-3-3, IEC 61000-3-11, IEC 61000-3-12 but you cannot find them in the list? No problem: The standard EN/IEC 61851-21-2 (2018) includes the aforementioned standards. Just inform your electricity grid operator about this.
The Wallbox without connectivity complies with the following standards & regulations:
- EN/IEC 61851-1 (2018)
- EN/IEC 61851-21-2 (2018)
- EN/IEC 61000-32 (2014)
- EN/IEC 61000-3-3 (2013)
Would you like an overview of the charger components? You will find a short list here:
- Panel
- Front cover (including the LED display & RFID reader)
- Main module with kWh meter and feed-through terminals (depending on charger model)
- Charging cable (including CP cable)
- HMI cable (only internet-enabled charger)
- RFID cable (only internet-enabled charger)
- RS485 cable (only internet-enabled charger)
- 2 charging cards (RFID) (only internet-enabled charger)
Other components of the scope of delivery
Other components for fitting to the wall are made available with the delivery:
- Wall bracket
- Mounting set for main module (depending on charger model)
- Fastening screws for front cover
- Installation and user manual A
- Installation manual B
If everything is present, your installer can start with the installation.
Do you want to have a charger installed in the basement? In principle, the process for this is no different to that for the installation in a usual garage.
Internet connection in the basement
If you want to have an Internet-capable charger installed in the basement, the Internet connection is frequently a small challenge.
Find out what is possible in your case
You have several options for getting your charger connected:
- Ethernet: To ensure the best stability, we recommend – including in basements – having an Ethernet cable installed. Therefore, you are best to check whether this is practical in your case.
- WiFi: Of course, WiFi also works in theory. However, connection problems often result here, mostly due to the large distance to the router and the huge walls.
- LTE: A useful workaround here is LTE. You will be surprised, but in many garages the LTE signal is sufficiently good. If your cell phone has a solid LTE reception at the desired location of your charger, LTE is the practical means of choice.
When buying the charger, ensure that the chosen modell supports the desired connection type.
All our models can be mounted on suitable walls or other permanent surfaces that fulfil the following requirements:
- The surface must be even.
- The surface must allow the installation of the charger in such a way that the charger is protected from external damage.
- The surface must allow the installation of the charger in such a way that a 300 mm perimeter around the charger remains free.
- The surface must be protected from extreme solar radiation.
- The surface must have a carrying capacity of at least 100 kg.
Your installer will find all the necessary information for the installation in the user manual as well as at www.elli.eco/downloads.
Please be aware that you are not allowed to install your charger yourself! Please use our professional installation partner or mandate someone who is permitted to carry out the work according to local regulations.
When installing your Wallbox, we recommend having the installation documented.
Often installation partners use their own protocols for this that document the hardware type, testing activities, installation details and other information. In case your installation partner does not intend documenting the installation, please ask them to do so. This may be required in the future, in warranty cases, for example.
You can download a model acceptance protocol in our download area under "Commissioning Protocol" (https://www.elli.eco/downloads).
Advice: ask your installation partner to document the wiring with photos. In this way we can ideally support you in the further process, without you having to consult your installation partner.
If you want to connect your internet-enabled charger with the internet, please proceed as follows.
If you want to establish a connection via Ethernet (or LAN), ask your installation partner to connect the Ethernet cable during installation. If everything is connected correctly and linked with the router, you don't have to do anything else.
Activation and connection with the Wi-Fi hotspot of the charger
- Restart the charger.
- Wait for the blue charger LED (far left LED) to stop flashing.
- Search for Wi-Fi networks with your device (e.g. smartphone or laptop).
- Select the Wi-Fi hotspot SSID (number 1 in the image).
- Enter the Wi-Fi hotspot password and confirm your entry (number 2 in the image).
- Observe if your device establishes a connection with the charger.
All required data are provided on the supplied Configuration Sticker:
Opening the Configuration Manager
- Open your browser on your smartphone or computer (Chrome of Firefox works best).
- Enter the IP address (192.168.123.4) in the address bar (number 4 in the image).
- If a safety warning is displayed, you can ignore it and continue.
Navigate to the internet settings
- Enter the Configuration Page Password to log in (number 5 in the image).
- If you have assigned your own password and for got it, use your PUK to reset it (number 6 in the image).
- Navigate to the "Connections" menu item (or "Connectivity").
- Now you can select the connection type.
If you want to establish an LTE connection
- Navigate to "LTE".
- Click "TURN ON LTE".
- Important: Even if indicated, don't be fooled by a supposedly weak signal. As a rule, even weak signals are absolutely sufficient.
- Now click "LOGOUT" in the menu.
- Close the Configuration Manager by clicking "Close Hotspot" in the lower margin of the screen.
- Now your charger should be successfully connected with the internet via LTE.
If you want to establish a Wi-Fi connection
- Verify that LTE is turned off. To do this, navigate to "LTE" and click to "TURN OFF LTE" in case it is turned on.
- Navigate to "Wi-Fi".
- Click "SCAN FOR NETWORKS".
- Select the desired Wi-Fi network.
- Enter the network key and press "CONNECT".
- Important: You will not receive a successful message, instead you will be forwarded to the list of available networks. Your charger will connect in the background.
- Important: In the menu, click "Logout". Only then, the settings will be applied.
- Close the Configuration Manager by clicking "Close Hotspot" in the lower margin of the screen.
- Now your charger should be successfully connected with the internet via Wi-Fi.
You can currently only pair your charger with a user account.
However, there are options to separately record charging sessions and individually display them in the app by means of different charge cards.
Our wallboxes support so-called load management and therefore provide various solutions on how to make sure that your household connection is not overloaded.
Configuration & Pairing
The internet-enabled chargers support the widely used WPA2 standard.
Please note that the brand of your charger must match the app.
Log on
If you havent't done before, please log on to the app. To do this, tap the person icon in the top right. Tap "Log on" and enter your account information or register.
Start the pairing process
On the main screen (of the card) tap the charger icon (an icon with a charger and a lightning bolt) on the right-hand side.
In the lower margin tap "Pair a charger".
Pair the charger
You will be prompted to specify the charger model. Tap the correct model.
This opens your camera and you can scan the QR code from your configuration sticker. The sticker is supplied together with the charger. As soon as the app has recognized the sticker, it will automatically perform pairing with your charger. You don't have to do anything else.
If it didn't work or you have a problem with your camera, you need to manually insert the pairing code. For this purpose, tap "Enter code". Make sure you enter all characters and numbers. Dashes are automatically filled by the app. If you have correctly and completely entered the code, the app will automatically pair with your charger.
Now the charger has been paired.
Set up your charger
You can now directly setup your charger. You can assign it a funny name and specify your location. You can also activate the "Private charging" access limitation (e.g. via the charge card) and add your charge card.
If you have made all your settings, tap "Finish".
If you have downloaded the wrong charging app and paired your charger with it, we will explain step by step how to unpair your charger in the charging app:
1. Open your charging app.
2. Browse to the charger section.
3. Then open your charger settings.
4. In this menu, click "Unpair charging station".
5. Click "Unpair" to confirm that you really want to unpair your charger in the charging app.
6. Download the correct charging app from the Apple App Store or Google Play Store.
Important: Unfortunately all charger charging processes up to this point will subsequently no longer be available and they cannot be transferred to the new account.
Charging & Usage
Yes! The connected charge card can be used directly.
If you use the Volkswagen app, you have to activate the charge card under "Charge on the go".
If you use the Volkswagen app, you have to activate the charge card under "Charge on the go".
You can charge all electric vehicles, fully electric and Plug-in hybrids, by VWGroup with our charger. Generally, you should bear in mind three things: the correct connector type, the charging mode and the supported number of phases.
Plug connector type and charging mode
Should you own a car of another brand, please bear in mind the following criteria, which your car must meet:
- Type 2 plug connector: The charging socket of your car must support so-called type 2 plug connectors. The type describes the design of the plug connector.
- Mode 3 charging mode: Your car must support the so-called "Mode 3" charging mode. Simply put, this describes the "method" of charging incl. communication.
Since the two criteria comply with the European standard, in all probability there should not be any compatibility issues if you bought your car in Europe. If in doubt, please contact your car dealer for information.
Single-phase or three-phase
You can decide, whether you purchase a single-phase (max. 7.4 kW) or a three-phase (max. 11 kW) charger (provided both variants are available in your country). This largely depends on your car, since it needs to support the number of phases. For more information, please see here.
For example, do you have a cheap day/night power tariff or a photovoltaic system and would therefore like to charge your car n a certain time slot?
It is not currently possible to set a time slot at your charger (e.g. between 22:00 and 06:00) during which your car should be charged so that you can charge using a specific cheaper overnight power tariff, for example.
There are usually two ways of charging your car
Immediate charging: As soon as your car is connected to the charger, it starts to charge.
Charging with departure time: If you have set a departure time in your car, your car does not start charging as soon as you connect it to your charger. Your car then starts charging as late as possible, so that it is only fully charged just in time for your departure. Your car battery is charged in a way that is easy on the battery using this method.
If you have a Volkswagen car, when charging with a departure time you can also select a time slot during which charging should preferably take place. To do this, you must set up a "Charging location" in your car under menu item "Charging locations". For more information, please refer to your car's operating instructions with regard to whether and how you can make the settings.
It couldn't be easier: As soon as your Wallbox is switched on, you just need to connect the plug connector of your Wallbox with the charging socket of your car. If you haven't previously activated private mode, your car will automatically identify the Wallbox and will start charging immediately.
To terminate charging, just unplug the connector. Make sure that your car is unlocked for this.
In case you have activated private mode, you additionally need to authorize the charging session (e.g. via your charge card).
You own an internet-enabled charger? Perfect!
By means of RFID authorization you can decide who may use your charger. You can activate the corresponding "Private mode" function via your app. Then, charging is only possible with a charge card.
Use several charge cards
If you want to enable several users and/or distribute charging sessions among several users, we recommend simply using various charge cards. This makes distributing of charging sessions among various users/cars possible.
As a rule, you will receive two charge cards with your charger. You can directly order additional cards in the app or from our customer support.
RFID authentication is a function of the internet-enabled chargers with the help of which you can decide yourself, who can use your charger.
You can activate and/or deactivate this function using your app. If this function is activated, charging is possible only with an RFID card. The RFID charging card looks like a usual credit card and serves as a "key." The charging process can only be started with an RFID charging card approved in the app.
Please note that you need an internet connection for the initial configuration of the RFID charging card.
If you are using an internet-enabled charger, you can view your charging sessions in the app. For every charging session you can see the corresponding duration during which your vehicle was connected to the charger and the respective quantity of charged kWh. For this purpose your Charger needs to be paired with the app.
Look forward to improved export options
We are currently working at an optimized possibility of exporting individual charging sessions. This will provide even better overview and usability of data. The function will be made available via a future software update.
Of course! You can manage our internet-enabled models using an app for iOS or Android.
Since our chargers are available for various brands of the Volkswagen Group, ensure that you download the right app.
- If you use a Elli Connect or Pro, please download the Elli app.
You don't need to switch off your charger. After a short while of inactivity it will automatically switch to energy saving mode. This status is indicated by all LEDs being switched off. As soon as you connect your car, your charger will automatically switch on again. (Notice: Some chargers do not yet support energy saving mode. However, we will provide this function with one of our next software updates.)
If you want to permanently switch off your charger, you can also have the dedicated fuse of your charger switched off. However, with your charger switched off, there is no internet connection active and no software updates can be performed.
Of course, you can add further chargers to your account.
Via the app
If you are using an internet-enabled charger you can simply trigger restart via your app. To do this, access the settings of your charger and tap "Restart" or "Restart charger".
Via power supply
If you are using a charger (without connectivity) or the method via the app is not possible, have the power supply (mostly via the fuses in the control cabinet) interrupted. After waiting for approx. one minute, power supply can be re-established.
Setting a minimum charging power for your charger is not possible.
The reason for this is that your charger can just tell your car which maximum is available, but not the minimum.
The reason for this is that your charger can just tell your car which maximum is available, but not the minimum.
In this way, you can limit the charging flow, but not set a minimum thereshold.
By the way: As a rule, electric vehicles will only perform a charging session if a certain minimum value of available power is present. This frequently is 6 Ampere. Some cars even allow setting this minimum value. Best take a look in the operating manual of your car.
By using the app you can, for instance, get an overview of your charging history, manage your charging cards (RFID) and find public charging stations close by easily. Also, the app is important to keep your wallbox up to date.
We constantly expand the features of the app to provide you with the best charging experience possible.
We constantly expand the features of the app to provide you with the best charging experience possible.
The dream configuration with regard to sustainability: you have a photovoltaic system (PV system) on your roof, and the sun is shining.
Would you like to charge your car with self-produced electricity, and only use a minimum of electricity from the mains in order to save money and charge the car with locally generated green solar electricity?
Your car is always be charged with the maximum power that is available as soon as it is connected to the Wallbox. If the PV system is only generating a little electricity, the majority of electricity used to charge you car will come from the mains, and only a small proportion from the PV system.
Previously it was not possible to reduce the charging power at the Wallbox. However, if you have a Volkswagen car, it is highly likely that the charging power can be reduced in the settings of your car. To do this, you must activate the "Reduce AC charging current" under the "Charge" menu item in your car's settings. You can also select a preferred charging time slot in your saved charging location, during which sufficient self-produced solar power is always available.
Please refer to your car's operating instructions with regard to whether and where you can make these settings.
After a certain period of inactivity the energy saving mode is switched on and thus reduces power consumption. You can identify this by all LEDs of your charger going out. The complete shutdown of the LEDs only occurs on the Elli Charger model, without connectivity. The power supply is reduced for the Connect and Pro/Connect+ models. Of course, you can always "wake up" your charger at any time. Just connect your car.
Notice, Some models do not yet support energy saving mode. This function will soon be provided via an software update.
The table below lists the respective power consumption of the various chargers in energy saving mode.
|
Model
|
1-phase (max. 7.4 kW)
|
3-phase (max. 11 kW)
| |
|---|---|---|---|
|
Elli Charger (without connectivity)
|
0.55 W
|
0.65 W
| > additional power savings through LED's off |
|
Elli Charger Connect
|
0.70 W
|
0.83 W
| > only reduce the power supply |
|
Elli Charger Pro/Connect+
|
0.70 W
|
0.83 W
| > only reduce the power supply |
Please note that individual models may not be available in some countries.
Of course, you can also offer your wallbox to a guest for them to charge their car.
Unfortunately, automatic billing is not yet possible for various reasons. If you have a Wallbox with MID certified energy meter, you could view the charging quantities via the app and inform your guest.
For a better overview, you could hand out your guest a separate charge card so that charging sessions are more clearly separated and displayed in the app. If you know the rates of your power supply contract, you can charge your guest the pro rata costs.
For a better overview, you could hand out your guest a separate charge card so that charging sessions are more clearly separated and displayed in the app. If you know the rates of your power supply contract, you can charge your guest the pro rata costs.
You can exclusively use the charger for charging electric vehicles that are compatible with a type 2 plug connector and the "Mode 3" charging mode.
The charger is not intended for devices other than electric vehicles.
The charger is not intended for devices other than electric vehicles.
Unfortunately you cannot read the overall counter reading of your energy meter (only with the models Pro or Connect+). However, you can view and track individual charging sessions via the app.
Look forward to improved export options
We are currently working at an optimized possibility of exporting individual charging sessions. This will provide even better overview and usability of data. The function will be made available via a future software update.
Activate the private mode
As soon as you activate the private mode of your charger, only those persons can use it as a charging station that you authorize to do so. For this, access your charger settings in the app and activate "Private mode".
If you have activated the private mode, the following options are available for charging.
Charge card (RFID)
You can start individual charging sessions by means of the supplied charge card. To do this, you must first pair the charging card with your charger.
Remote start
Soon you can manually start individual charging sessions via the app on your smartphone. This is especially handy if a guest wants to charge their car. For some models, this function is still being developed but as soon as it is available, it will be activated via a software update.
Your charger supports enabling by chargins cards (RFID) and you want to pair your charge cards with your app? No problem.
Please note that the brand of your charge card must match the app. If you have a
Please note that the brand of your charge card must match the app. If you have a
- Volkswagen card (WeCharge), please use the Volkswagen app
- Seat card or Cupra card, please use the SEAT & CUPRA Easy Charging app
- Škoda card, please use the Powerpass app
- Elli card, please use the Elli app
- Audi card, please use the MyAudi app
Important: Before pairing your charge card with your app, you first need to pair the charger. To see how to do that, click here for the Volkswagen app or here for all other apps (Powerpass, SEAT & CUPRA Easy Charging, Elli).
Procedure for the Volkswagen app:
- Please access the account settings in the bottom right margin of the screen
- Click "We Charge", then "Charging at home", then "Charge cards" and finally "Activate card" at the bottom margin of the screen
- Enter the ID that is printed on your Volkswagen We Charge card
- Click "Activate"
- Now activate the "private mode". Now, you need the charge card to start a charging session
- Done
Procedure for Elli App, SEAT & CUPRA Easy Charging App and Škoda Powerpass App:
- Access the account settings at the top right margin of the screen
- Click "My cards" and then "Add card"
- Enter the ID that is printed on your charge card (advice: please also enter dashes)
- Click "Connect card"
- Now activate the "private mode". Now, you need the charge card to start a charging session.
- Done
You want to charge your car in a manner that a specific charged condition of your battery is never exceeded?
If your car supports this, you need to actively make these settings in your car.
The charger is technically not capable of commanding the car up to which charged condition it is a allowed to charge. Your charger can only control the charging speed. The charger merely communicates the available speed to the car.
The charger is technically not capable of commanding the car up to which charged condition it is a allowed to charge. Your charger can only control the charging speed. The charger merely communicates the available speed to the car.
Software Updates
It goes without saying that you are at liberty to reject the update. However, this may impair the security as well as functionality of your charger. You will then also potentially not be able to use new functions or functionalities may be restricted.
Very important: If you fail to install the update within the prescribed 14-day period, Elli will subsequently not be liable for any product defects that are caused by a lack of updates.
Once a new update is available, you can trigger its installation yourself at any time in the charger settings of your charging app.
Please note: If you fail to install the update within the prescribed 14-day period, Elli will subsequently not be liable for any product defects that are caused by a lack of updates.
The changelog of our software update on this website and the FAQs provide detailed information about the content of our software updates as well as questions and answers on the subject. It goes without saying that our customer service will also be happy to personally advise you.
For this purpose, please initially check your Internet connection and try to optimize it, if at all possible.
In parallel, we will be checking chargers with internet capability that are having issues installing the update in our IT systems and will enable the option to change between LTE, WiFi and Lan on affected chargers. If your charger is affected, we ask you to also change to a more stable alternative.
Are you unsure about how to change between LTE, WiFi and Lan? We are happy to help you with that. For this purpose, simply check our instructions.
Please do not hesitate to drop us a line by email or give us a call if you have any more questions or require support.
If you had previously rejected an update and decide to nevertheless install it at a later point, you can trigger the update at any point in the charger settings of your charging app in the "Charging at home" section.
If you have a charger with internet capability, you can find the current charger software version in your charging app in the charger's settings in "Charging at home".
The charger will always prioritize the update during installation. It will not be possible to charge with the charger during this time. However, the software installation usually only takes a few minutes.
The update will only be installed after having completed the charging process (if the charger is online). The charging process will not be interrupted.
You can tell by the first LED on the left of your charger changing its lighting or flashing pattern while all other LEDs are off.
- The charger permanently lights up yellow as soon as the file is being downloaded.
- It will subsequently briefly light up yellow.
- Your charger will then restart. In this process, the left-hand LED flashes blue.
- After the restart the left-hand LED will flash green.
- The LED will permanently light up green (normal state) as soon as the update has been installed successfully.
Important: Please do not disconnect the charger from the power supply or the Internet while the update is installing. This is absolutely necessary to successfully install the update and prevent any charger faults.
We are continuously working on improving our products and being able to offer you new features.
As soon as a software update is available and you have linked your charger with Internet capability to a charging app, you will be notified in your app and be able to directly start the update from there.
For this reason, we recommend you regularly open the app to check whether a current software update is available.
Home Energy Management System
A Home Energy Management System is a system for planning and controlling energy usage in private households. As well as saving resources and being environmentally friendly, the goal is, for example, to reduce energy costs to a minimum and simultaneously ensure the energy requirements of the user – or to best distribute self-produced photovoltaic electricity.
The system also ensures that the electrical installation at your home is not overloaded while using more flexible, easily controllable electrical equipment.
The system also ensures that the electrical installation at your home is not overloaded while using more flexible, easily controllable electrical equipment.
The perfect situation in terms of sustainability: The sun is shining and you want to directly use the sustainably produced power in your car or realize charging with excess power?
Our Internet-ready chargers feature EEBus communication which allows your charging station and photovoltaic installation to coordinate.
EEBus is an IP-based communication standard used by many home energy management systems (HEMSs) to manage power installations. Optimized charging is now possible thanks to a new software update (v3.8.12; v3.29.1). This means your charger can pair with the photovoltaic installation via an EEBus-enabled HEMS.
Additional conditions for compatibility with a PV system
- Your PV system supports communication via EEBus
- You already have a HEMS, possibly already integrated in your PV control; best ask your electrician about this
- You have an internet-enabled charger
- Your charger is running on software version v3.8.12; v3.29 or higher
- The electrical infrastructure of your house is designed accordingly. It's best to ask your electrician
You are worried that your charging station might overload the household electricity connection?
Due to the high charging power you may individually be required to take preventive measures. Your charging station provides a number of options for this. Please consult your electrician to discuss the option best suitable for your needs. They are familiar with your household installation and will know best which option makes sense for you and which doesn't.
Static limitation of power
You can limit the charging power of your charging station to a fixed value. The advantage of this option is that it can be realized fairly easily. However, the charging power will never be higher than the set limit. If your household conumes less power at a certain time, and thus theoretically permits higher power of the charging station, you will never utilize the full potential. Commission your installation partner with setting a static limit.
Dynamic load management via CT coils
Other than with the static limit of power you can have your charging station set so that it always utilized the available potential of the household connection. For this purpose, your electrician needs to install so-called CT coils that - simply put - measure the household consumption and communicate that to your charging station. Then your charging station will control the charging power so that charging takes place as fast as possible without overloading your household connection. Please commission your installation partner with installing dynamic load management via CT coils.
Please note that in some countries increased technical requirements apply for dynamic load management. Please obtain information from your electrician.
Dynamic load management via EEBus
Your internet-enabled charger supports intelligent controlling via EEBus via the software update (version v3.8.12;v3.29.1).
In this context a so-called Home Energy Management System (HEMS) is frequently used, which controls all energy consumers and energy sources in your household (e.g. PV system) in real time. Many of these devices communicate via the IP-based EEBus communication. The charger supports the functions "Blackout Protection" and "PV optimized charging" via the EEBus interface. Please note that the EEBus remote station also supports these functions.
The standardised device language EEBus enables simple and direct data exchange between your home appliances. This enables you to intelligently control your daily power flows and save costs, for example.
This requires EEBus communication which is available on our Internet-ready chargers. If the latest version of the software is installed on your charger, you can intelligently manage daily power flows.
Troubleshooting - General
Your car controls the charging speed
Generally, there may be various reasons why the charging speed is slower than you expected. The charger is least likely to be the reason for the problem, since the speed is actively controlled by the car. The charger merely communicates the available speed to the car.
Therefore, please check if you have made any settings at the car that limit the power of the charger. Frequent reasons for a lower charging speed are:
- Your car optimized the charging session to increase the service life of the battery. You can optionally adjust the settings here.
- Due to current transformation processes in your car, noticeable losses occur. As a rule, this is normal and no reason for concern.
The charger and the car must be compliant.
Make sure that your car supports the number of phases, the amperage and the maximum charging speed. For example, if you are using a three-phase charger (with max. 11 kW) but your car only supports single-phase, only one phase will be conducted to the battery of the car.
Please also observe tha appropriate amperage: The three-phase charger will charge with maximum 16 A per phase. The single-phase charger will charge with maximum 32 A. Now if you connect a three-phase charger to your car that supports the 32 A but only charges with a single phase, the charger will only consume power from one phase at 16 A, which is only half the quantity the car could actually manage. In this case, we recommend changing to a single-phase charger, since it supports 32 A with the one phase. (Please note that some models may not be available in your country. In this case, it's best to obtain information from the internet or your dealer.)
If your car generally only supports a lower charging speed (kW) than your charger can provide, charging will not be any faster.
Last suspicion: The settings of your charger
In rare cases, the settings made by the electrician may cause a lower charging speed. For this purpose, contact your electrician and try to find the potential causes. These are your options:
- Did your electrician reduce the maximum speed, e.g. to prevent overload to your household connection or to comply with statutory regulations?
- Did your electrician install and configure so-called CT coils to enable dynamic load management and to prevent overload to your household connection?
- Did your electrician make general settings on the circuit board of the charger (particularly so-called DIP switches?
Ask your electrician to check this and ideally take photos of the circuit board configuration (especially the DIP switches). In case you need further help, contact your dealer or our customer support.
Please note that in some countries increased technical requirements apply for dynamic load management. Please obtain information from your electrician.
If you are using a Pro/Connect+ model all information on your charging sessions, incl. kWh values should be displayed in the app per charging session. However, in individual cases the values may not be displayed.
Values are generally not displayed
If the kwh value is not displayed for any of your charging sessions, please perform the following steps:
- Check that your charger is equipped with an energy meter. Please note that only a Pro/Connect+ model is equipped with an energy meter. The Connect model does not have an energy meter and is therefore not able to display the kWh values.
- If you are using a Pro/Connect+ model, check that your smartphone and the v are connected to the Internet and that your app has been correctly paired with the charger. If charging sessions are generally displayed, everything is in order here.
- If the app has been paired correctly, check that your app is up to date. If not, update your app.
- In case that values are still not displayed successfully after the update, restart your charger and subsequently try another charging session.
- If restart doesn't help, log off the app and uninstall the app. Then try installing the app again and log on.
- If the problem continues to persist, this is most probably due to an error in the installation. Contact your electrician and ask them to check the correct connection between the meter and the circuit board (particularly the RS485 cable). Ideally, they make photos of the charger wiring, so we can give you optimum support.
- If even a check by the installing electrician doesn't help, please contact our customer support.
Values are not displayed occasionally
If it is sometimes the case that no kWh value is displayed, but mostly the values are shown, a measurement error may have occurred during this charging session. To make sure that you can still use the data without concern, the faulty value is hidden. However, this occurs very rarely, if at all.
If this issue occurs frequently, please perform the steps as specified in "Values are generally not displayed".
Search for helpful information
The majority of potential errors has already been reported and we are familiar with them. Therefore, we have provided a large list of articles that may help you in troubleshooting. Just search for a few keywords in the search function or acess "Troubleshooting". There you will also find explanations on the different LED indications.
Contact customer support
Please also feel free to contact customer support. You can contact us via our hotline or via our e-mail adress. We will directly take care of your request. With internet-enabled models, many malfunctions can be solved easily via remote access. Otherwise we will send an installer to you as soon as possible.
Important: We will of course correct malfunctions free of charge. However, it is a requirement that these are not self-inflicted. So that you are optimally preotected, we recommend our professional installation service.
Don't worry. This is normal in the most cases.
Your charger emits a slight operating noise, which you can hear in its absolute proximity. This is normal and no reason for concern. If you walk away from the charger a few steps, you will no longer hear it.
In rare cases, the noise may be louder. If you perceive the noise as particularly loud and disturbing, and if you are able to still hear it at a greater distance, please contact our customer support.
Is your car locked and set correctly?
As a rule, your car will interlock the charging cable as soon as you lock the car. This is to make sure that nobody can end your charging session in an unauthorized manner. If you unlock your car, you should be able to remove the plug connector.
If your car is unlocked but the cable can still not be removed, try interrupting the charging session. You can either do this via the app or by holding a charge card, if used, in front of the reader at the wallbox.
Check your car for any settings you made that prevent removing the charging cable. Maybe the car prevents removal of the cable as long as the charging session is still active.
Do not exert too much force.
Under normal conditions, the charging cable can be removed fairly easily. Therefore, do not exert high force to prevent any damage to the charging cable.
If you still cannot remove the charging cable, please contact your dealer or our customer support.
Tripping of the fault-current circuit breaker or the line protection circuit breaker may have a various causes that are either due to the wallbox or your house infrastructure.
To protect both your wallbox and your infrastructure, we recommend contacting your installation partner. They should check the wallbox and the relevant components of your household electrical system.
Please do not try switching on fuses without prior consultation of your electrician!
Please perform the following steps:
- Check the LEDs on your charger for any indicated fault condition. If there is a fault present, please see the operating instructions or here in the help center for any troubleshooting instructions.
- If your charger does not indicate a fault, check that your vehicle detects a charging session.
- If your vehicle does detects no or a faulty charging session, check the app to see if a charging session has been started or if a fault is indicated there. If so, please follow the instructions in the app.
- If no fault is indicated in the app or if you are not using an app, please check that you have correctly connected the charging cable. Also check the cable for defects.
- If the charging cable is correctly connected and not defective or soiled, this is most probably due to an error in the installation. Contact your electrician and ask them to check the correct connection between the meter and the circuit board (particularly the RS485 cable). Ideally, they make photos of the charger wiring, so we can give you optimum support.
- If even a check by the installing electrician doesn't help, please contact your dealer or our customer support.
Search for additional helpful articles via the search function
Maybe there is a helpful article already available that exactly covers your request. Feel free to use the search function. This is the quickest way to get the help you need.
Contact customer support
Please also feel free to contact customer support. You can find the contact data here in the app, in Account Settings under "Help" or "Contact us".
How to interpret the displayed charging duration.
After you have connected your car and authenticated yourself, the charging session is started and the "clock is ticking". However, the clock doesn't stop ticking after the car is fully charged but only when you remove the connector from your car. In summary: the displayed duration does not give you any information on how long current has flown but only on how long your car was connected to the station.
In fact, it is not easy to define when a charging session is actually over. Ultimately, it is always the car that decides when current is required and thus activates current flow. The charger only acts as a mere switch between the car and your houshold electrical system and thus make sure that your car gets the current neede, if connected.
You can often view the duration of the exact active charging session in your car.
By the way: If your app displays an endless charging session, although no car was connected, this is probably due to an error. In that case, please contact your support.
How to interpret the displayed charging duration.
Maybe you have compared the measured values of your charger with the values of your car. It would indeed be a miracle if they were perfectly identical.
The difference generally is due to transformation losses and the own consumption of the car. For example, transformation of alternating current to direct current in your car will cause energy losses.
Use the values indicated in the app for any payments and settlements. These values indicate the actual (cost-relevant) consumption or the current that you need to pay for charging your car. In this way you can make sure that you are not stuck with any additional costs.
Check that your app has been correctly paired
First, check that you have paired your app with the charger. If this is not yet the case, use the QR code that has been supplied on the Configuration Sticker. The app will indicate how to proceed step by step.
By the way: It is only possible to pair one app with the charger at a time. In case you have previously used several apps that are compatible with the charging station, unlink the charger from the app you no longer want to use. Then pair the desired app.
Important: If the charger was paired with a new account or the app has been changed in the meantime, the data of the previous account are no longer accessible.
If general data for your charging sessions are displayed but not the kWh quantities, please see here.
Please carefully check all parts present in your shipping box. Sometimes small objects may cunningly hide from you particularly the Configuration Sticker.
Please compare all parts with the scope of delivery list in the operating manual.
If you indeed find that a part is missing, contact your dealer or our customer support.
Troubleshooting - LED's
What condition is present?
- Charger LED lights up yellow
- Vehicle LED lights up yellow
- House LED lights up yellow
- Charging is not possible
What does that mean?
The installed CT coils or your House Energy Management System (HEMS) indicate that the overall power consumption of the house is too high and interrupt charging. This prevents overload of your household connection. Your charger will increase the charging speed as soon as more power is available.
What can I do?
You have not installed dynamic load management (via CT coils or EEBus) or you are not aware of it?
- Please contact us so we can support you!
You have installed dynamic load management?
- Are many household appliances in use while charging? If several devices are active at the same time, your maximum connected load can be reached quickly. Try to avoid using many devices at the same time.
- The problem occurs regularly and often and you do not suspect a connection with other consumers in the house? Ask your installation partner to check the setting of the charger (especially the DIP switches) again and compare it with those in the operating instructions. It is possible that the values were set too conservatively. Advice: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present:
- All LEDs are off
What does that mean?
Your charger is probably switched of or is in energy saving mode.
What can I do?
- Connect the car to the charger. If the LEDs light up, your charger was in energy saving mode and is now ready for charging.
- If the LEDs remain switched off, make sure that the fuses and the fault-current circuit breaker are switched on.
- If the fuses do not present a problem, contact your installation partner and ask them to check that wiring (especially the CP cable) was performed correctly. An exact description can be found in the operating instructions and the installation instructions (https: //www.elli .eco / downloads). A tip: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you! You can find information about this in the app under Account Settings and "Help" or "Contact Us".
What condition is present?
- Charger LED lights up yellow
- House LED lights up yellow
- Vehicle LED is unchanged
- Charging is possible
What does that mean?
The installed CT coils or your House Energy Management System (HEMS) indicate that the overall power consumption of the house is too high and slow down charging. This prevents overload of your household connection. Your charger will increase the charging speed as soon as more power is available.
What can I do?
You have not installed dynamic load management (via CT coils or EEBus) or you are not aware of it?
- Please contact us so we can support you!
You have installed dynamic load management?
- Are many household appliances in use while charging? If several devices are active at the same time, your maximum connected load can be reached quickly. Try to avoid using many devices at the same time.
- The problem occurs regularly and often and you do not suspect a connection with other consumers in the house? Ask your installation partner to check the setting of the charger (DIP switch) again and compare it with those in the operating instructions. It is possible that the values were set too conservatively. A tip: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- Charger LED lights up red
- Vehicle LED lights up red
- Charging is not possible
What does that mean?
Your charger has detected a ground fault (mass) that is caused by your vehicle.
What can I do?
Do you own an internet-enabled charger?
- Please check that the latest software update is installed. Please see here on how to get your charger updated.
- In case you have already installed the latest update, continue with the help information for the charger (without connectivity) (see below).
Do you own the charger (without connectivity) or have you installed the latest update?
- If the car is connected to a charger, please disconnect it. Wait for the charger to be ready for operation before reconnecting the car.
- If the car is not connected to a charger of disconnecting was not successful, restart your charger. Please see here for details on how to do this.
- If the fault continues to persist, have the charging cable and the plug connector checked for contamination.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- Charger LED lights up red
- Vehicle LED and house LED are either unchanged or off
- Charging is not possible
What does that mean?
Your charger detected an internal error during a self-test, has lost the protective earth or is overheated.
What can I do?
The problem occurs when the device is started up for the first time.
Do you have an internet-enabled charger and the problem persists immediately after installing the charger? Please note the following:
- Ask your installer to check the wiring of the charger. Advice: ask your installation partner to document the wiring with photos. In this way we can ideally support you in the further process, if you need further support.
- If the installer cannot find a fault, please leave the charger switched on and wait approx. 24 hours.
- If possible, try to connect the charger to the internet. You can set this up using the Configuration Manager. If you do not have the opportunity to do this, it is not necessarily a problem. In this error state, the charger automatically switches on the LTE module (also with a charger without connectivity).
- In the meantime, your charger carries out a self-test and a software update - practically the self-healing scheme.
- Please make sure that you leave the charger switched on during this time.
- If you still have no success after 24 hours, contact us so that we can support you!
Important: Always leave your charger switched on until you receive a response from your support partner.
The problem occurs suddenly and charging has already worked before.
Please proceed as follows:
- If a car is connected, disconnect it from your charger. Wait for about an hour. If the error disappears, try again.
- If no car is connected or the previous step was unsuccessful, switch off your charger and avoid sources of heat (e.g. direct sunlight). Your charger may be overheated. After about two hours of waiting, restart your charger. Please read more information here on how to best proceed.
- If the problem persists, please ask your installation partner to check the wiring of your charger. Often the so-called HMI cable is not connected correctly or the power cables are mixed up. Information on correct wiring can be found in the operating instructions and the installation instructions ( https: //www.elli .eco / downloads ). A tip: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Important: Always leave your charger switched on until you receive a response from your support partner.
What condition is present?
- Charger LED lights up green
- Vehicle LED lights up green
- Charging session has been paused
What does that mean?
The vehicle is connected to the charger. Charging is currently not taking place. Either your car is fully charged or it has paused the session.
What can I do?
- Check that your car is fully loaded. Sometimes charging is faster than you think...
- If your car hasn't been fully charged, please check your vehicle settings to see if maybe your car blocks the charging session due to a setting.
- If you cannot find a fault, restart the charging session by removing the charging cable, waiting for a short wile and reconnecting the charging cable.
What condition is present?
- Charger LED lights up green
- Vehicle LED lights up red
- House LED is unchanged
- Charging is not possible
What does that mean?
A ground fault may be present in the control line. Also, communication between the car and the charger may be invalid.
What can I do?
Is this message also displayed if the car is not connected to the charger?
- Please check that the plug connector of the charging cable or the charging socket of the car are not soiled or damaged. If this is the case, have the soiling/contamination or the defect removed by your electrician.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
The problem is only indicated if the car is connected to the charger or you are not sure about it?
- Disconnect the connection with your car and wait for the charger to be ready for operation (charger LED light up green). Then re-connect the charging connector in your car. If the problem could thus be remedied, it may be due to soiling/contamination of the plug so that the connection with the car is not always stable.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Your house LED is green?
That’s a good thing!
Your wallbox is successfully connected to your HEMS (Home Energy Management System) or to the CT coils and will intervene when necessary. If, for example, an overload is detected and the load management is properly configured, your wallbox and your car will automatically reduce the available charging power from now on.
What condition is present?
- The RFID LED flashes green.
What does that mean?
The vehicle is connected to the charger. The charger has accepted authorization and the charging session is starting.
What condition is present?
- The RFID LED flashes white
What does that mean?
The vehicle is connected to the charger. The charger check the authentication of the charge card used.
What can I do?
- Please wait for at least 1 Minute. Generally this process is completed automatically. Should the RFID LED continue flashing, please follow the steps below.
- Please restart your charger. Please see here on how to do this.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- All LEDs light up red
- Charging is not possible
What does that mean?
There may be various reasons for this message.
What can I do?
Is your car connected to the charger?
- Disconnect the connection with your car and wait for your charger to be read for operation (charger LED lights up green). Then reconnect the plug connector with your car.
- If this doesn't work, check if the app may have been deactivated on the charger.
- If you cannot find a fault in the app, please restart your charger. If this also doesn't help, pleas follow the next steps.
Do you have an internet-enabled charger?
- Please check your network settings in the app and make sure that the charger has a working Internet connection. Please contact us so we can support you!
Always leave your charging station switched on until you receive a response from your support partner.
Do you have the charger without connectivity?
- There may be a technical problem. Please contact us so we can support you!
What condition is present?
- The RFID LED flashes red
- Charging is not possible
What does that mean?
The charger has rejected authorization.
What can I do?
- Your charge card is rejected? Please make sure that your charge card is paired with the charger via the app.
- Please note that you can only use the charge card that is intended for the respective app. If, for example, you own an "ID.Charger Connect" and you want to use the supplied VW charge card with an app other than the one specified for VW, an error message will be displayed. Therefore, please use the app that is compatible with your charge card.
What condition is present?
- The RFID LED lights up green.
- All other LEDs are unchanged
What does that mean?
The car is connected to a charger. The charger is waiting for authentification via charge card or via the app.
What can I do?
- To start the charging session, authorize the charging session either by your charge card or via the app (Notice: activation via the app may not be available yet and will soon be activated by means of a software update)
- You wand to manage the settings for authorization of your charging sessions? Please see here on how to change the settings for your authorization.
What condition is present?
- All LEDs are flashing red
- Charging is not possible
What does that mean?
| WARNING: ELECTROCUTION HAZARD! |
- There is a risk of life-threatening electric shock that can cause burns, serious injury and death.
- Please be extremely careful and do not reach into contacts.
- Your charger has detected that the output relay contacts have fused. If the charger is switched on, voltage may be present at the charging connector.
What can I do?
- Have your charger be shut down at the control cabinet. If possible, disconnect the charging connector from the car and attach the cap onto the plug connector. Please contact your installation partner and have the charger checked. Ask your installation partner to document the wiring inside the charger by means of photos.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Info: This article only applies for internet-enabled chargers.
What condition is present?
- The charger LED lights up blue
- Charging is not possible
What does that mean?
The Configuration Manager can be accessed via a Wi-Fi hotspot. In this condition your charger is not yet ready for charging.
What can I do?
- You want to configure your charger? For a detailed description on how to configure your Elli charger, please see the Configuration Instructions at https://www.elli.eco/downloads.
- You want to charge immediately? Please wait for at least 5 minutes. Generally this process is completed automatically. The charger LED will then light up green.
- If the charger remains in this condition, open the Configuration Manager and manually close the hotspot by clicking "Close Hotspot" in the lower margin of the screen.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Info: This article only applies for internet-enabled chargers.
What condition is present?
- Charger LED flashes blue
- Charging is not possible
What does that mean?
The charger is currently booting and starting up. This generally takes place after restart.
What can I do?
- Please wait for at least 5 minutes. As a rule, this process is completed automatically. Then, the blue LED stops flashing and lights up permanently. Now you can configure the charger. For a detailed description on how to configure your Elli charger, please see the Configuration Instructions at https://www.elli.eco/downloads.
- If the LED doesn't stop flashing, restart your charger and wait again for the blue LED to stop flashing.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- The charger LED lights up green
- The house LED is unchanged
What does that mean?
Your charger is in ready condition and, as a rule, is ready for charging.
What can I do?
- Start the charging session by connecting the charging cable to your car. If you have activated the private mode, you need to authorize the session.
- You want to charge your car but the charging session doesn't start? Please check your vehicle settings to see if maybe your car blocks the charging session due to a setting.
- If your vehicle settings are alright, contact your installation partner and ask them to check that wiring (especially the CP cable) was performed correctly. An exact description can be found in the operating instructions and the installation instructions ( https: //www.elli .eco / downloads ). A tip: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- Charger LED lights up yellow
- Vehicle LED lights up yellow
- Charging session has been paused
What does that mean?
The charging session has been paused by the app or the charger.
What can I do?
- Please stop the charging session and restart your charger. Please see here on how to do this.
- If the error occurs again, deactivate the private mode in the app. Subsequently, charge briefly (for approx. 10 seconds) and then stop the charging session. Then reactivate the private mode in the app. Then try again charging with your charge card. Important: The charger must be online during this entire process!
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Info: This article only applies for internet-enabled chargers.
What condition is present?
- Charger LED flashes green
- Vehicle LED is unchanged
- House LED is unchanged
- Charging is still possible, incl. authorization via RFID
What does that mean?
Your charger has lost the internet connection to the Elli servers. Consequently, digital services via the app are currently only available to a limited extent.
What can I do?
Is your charger connected to the internet via Wi-Fi?
- First, try resetting the router. Then your charger will automatically re-establish the connection.
- If this didn't help yet, please restart your charger. Please see here on how to do this.
- If the problem persists, plese check your network settings. You will find a detailed description on how to connect your charger here.
- Possibly the available signal strength of the Wi-Fi connection is not sufficient. It can be improved e.g. with the help of repeaters that are installed in the proximity of your charger to amplify the signal there.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Is your charger connected to the internet via Ethernet?
- First, try resetting the router. Then your charger will automatically re-establish the connection.
- If this didn't help yet, please restart your charger. Please see here on how to do this.
- If this didn't help either, check all your connectors and cables that are part of the network connection. Attention: The plug connection inside the charger must only be checked by your installation partner. Before contacting them, please perform all other steps.
- If everything seems to be in order, please also consult your internet provider. Maybe they can detect a fault in your household connection, that is easily remedied.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Is your charger connected to the internet via LTE?
- Please check the signal strength of the mobile radio network at your charger, e.g. via your mobile phone. If your mobile phone only receives a weak signal, the same may be the case at your charger. In this case check in the Configuration Manager whether your Wi-Fi connection is switched off. Many people have their Wi-Fi option permanantly activated, which may disturb the signal. If you cannot resolve this problem, you may want to opt for an internet connection via Wi-Fi or Ethernet.
- You have checked your signal strength at the charger and the signal is alright? Please restart your charger. Please see here on how to do this.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
What condition is present?
- Charger LED lights up green
- Vehicle LED flashes green
- The vehicle is charging
What does that mean?
The car is connected and currently charging.
What condition is present?
- Charger LED lights up yellow
- Vehicle LED flashes green
- Charging is possible
What does that mean?
Due to increased temperatures in your charger, it only allows charging sessions at lower power. As soon as the charger has cooled down, it will continue the charging session at maximum power.
What can I do?
- Is your charging station exposed to sources of heat that may cause increased temperatures (e.g. direct sunlight)? Try preventing such sources of heat to ensure maximum charging power.
- If this condition occurs regularly and even at times where external influences are ruled out almost completely (e.g. during cool nights), please contact us so we can support you!
What condition is present?
- House LED lights up red
- Charging is not possible
What does that mean?
It seems the CT coils are incorrectly configured.
What can I do?
- Contact your installation partner and ask them to check the settings of the DIP switches. They need to comply with the settings described in the manual. An exact description can be found in the operating instructions and the installation instructions ( https: //www.elli .eco / downloads ). A tip: ask your installation partner to document this with photos if they cannot help you. In this way we can ideally support you in the further process.
- Unfortunately, that didn't help yet? Please contact us so we can support you!
Purchase & Payment Modalities
Please check the reminder's reference and your orders with already initiated payments. We would like to ask you to send our customer service proof of payment so they can further verify your payment.
It is not possible to change the invoice address unless you change the company name, address, etc. Please contact our customer service and send us a copy of the commercial register entry, etc.
Please note that your invoice address must match the VAT ID and associated company data saved by the tax authority.
We currently offer payment via bank transfer.
Invoices will be issued upon delivering the goods and will be sent to the email address saved in the account. Check your email’s spam folder as the email may have ended up there. Please contact our customer service if this is not the case.
Please refer to your order or the invoice for information about the payment terms.
Credit notes will also be sent by email upon receiving your return within the required timeframe.
Invoices issued by CSM (Charging Site Management – manage charging stations) must not be paid in conjunction with invoices issued by the Elli Partner Shop. These must always be paid for with separate payments.
If the billing does not work, please contact our customer service by phone or e-mail. Of course, we will support you in case of problems with the billing.
Regardless of the place of delivery, any invoices for orders from the Elli Partner Shop will be issued in EUROS. Unfortunately, it is not possible to issue invoices in a different currency.
Invoices for goods sold within Germany will contain the sales VAT applicable at the time of delivery.
Sales VAT will not be charged for goods sold outside Germany. This requires your VAT ID having been enabled for cross-border business within the EU by the tax authority responsible for you. VIES
Orders from the Elli Partner Shop require a correct, valid and validated VAT ID.
Please send us a proof of the change in company name, e.g. a copy of the commercial register entry and we will adapt your master data in the dealer account accordingly.
Please contact our customer service to help you with your issue.
Delivery
In this case please immediately contact our customer service so that we can verify where your delivery is together with our logistics partner.
Please refer to the product information in the Elli Partner Shop for data on delivery times. Please note that delivery times may temporarily change.
If you reject the delivery, please immediately contact our customer service. Returns will be checked upon reaching our logistics center.
If you have received goods that do not match your order, please contact our customer service immediately so that we can initiate a replacement delivery.
Please do not independently return goods without having been instructed accordingly by Elli.
Registration
The name, address, and VAT ID provided is compared with the data saved by your national tax authority (VIES) https://ec.europa.eu/taxation_customs/vies/#/vat-validation.
The data must match otherwise registering your company at the Elli Partner Shop will not be possible.
Please note that only one registration/login is possible per company.
Please contact customer service to reset your password.
Please note that we require a valid Partner-ID that has been assigned to you to be able to register your company. The Partner-ID should contain 5 digits. You will also have to select the brand your Partner-ID is associated with.
Please contact our customer service if you are unable to complete your registration despite having a valid Partner-ID number.
As part of registration, the validity of your Partner-ID is compared with the data saved by Volkswagen Group. If the data does not match, it will not be possible to enable your account.
Your account is immediately enabled for the Shop once the data you provided as part of registration has been validated (valid Partner-ID and VAT ID).
Your VAT ID must correspond to the data saved by your national tax authority for successful account activation and registration to the Elli Partner Shop. You can check your company’s name, address, and VAT ID (tax ID) as per commercial register (VIES) https://ec.europa.eu/taxation_customs/vies/#/vat-validation.
Please note that your Partner-ID must be valid. If your data is invalid, please contact our customer service.
You can add an email address for invoices only during registration. Please contact customer service if you need to add or edit the invoice email address.
At this point registration is only available for authorized Volkswagen Group dealers with a valid PARTNER number for their company.
You need to successfully register your company at the Elli Partner Shop to be able to submit an order for your dealer account.
Please note that existing accounts from the old "Dealer Webshop" https://dealer-webshop.elli.eco/ are no longer valid for the Elli Partner Shop. Also, existing registrations for the "Charging Site Management Console" cannot be used to log in to the Elli Partner Shop. It is absolutely necessary to register anew to be able to submit orders at the Elli Partner Shop.
The Partner Shop is available at:
- Germany https://partner.elli.eco/de
- Italy https://partner.elli.eco/it
- Poland https://partner.elli.eco/pl
- Sweden https://partner.elli.eco/sv
- Spain https://partner.elli.eco/es
- All other countries https://partner.elli.eco/en
Follow the steps of the registration flow.
The following information is required for this purpose:
- Name, address, and valid VAT ID (tax ID) as per commercial register (VIES) https://ec.europa.eu/taxation_customs/vies/#/vat-validation
- Your company's valid Partner-ID
- Invoice address and the invoice email
You can submit orders for your site/company once you have successfully registered. If there are any problems with the registration, please contact our customer service.
Please note that currently only one registration or login is possible.
Please check your email’s spam folder. If the email is still not received, please contact our customer service.
It is currently not possible to register several locations/branches using one login. If you want to register a different branch of your company, you need to use different login data for this purpose (different email address) and create a new account with the associated information for this location/branch as part of registration.
Please refer to this article for more information about registration.
Products
You can purchase sets consisting of 25 RFID cards from the Elli Partner Shop. These can be used to authorize charging processes at the wallbox and/or for charging at public infrastructure (MSP), providing they have been linked to the corresponding user's account.
You can also purchase sets consisting of 5 RFID cards to authorize charging processes at your site's charging stations available as part of the “Charging Site Management” product (VAS products only).
Please refer to the information in the Elli Partner Shop for product details and more information about using the two products.
As a dealer, you can buy items belonging to different brands in the Elli Partner Shop.
The Elli Partnershop offers the relevant charger models, spare parts and RFID cards from the Elli product portfolio, as a Volkswagen Group Charging GmbH brand, for your respective market.
Please refer to the offer in the "Products" section of the Elli Partnershop for the corresponding product variations.
The Elli Partnershop offers the relevant charger models, spare parts and RFID cards from the Elli product portfolio, as a Volkswagen Group Charging GmbH brand, for your respective market.
Please refer to the offer in the "Products" section of the Elli Partnershop for the corresponding product variations.
Dealers are at liberty to offer products at any sales price for their own markets.
Wallboxes for the various brands' corresponding models do not differ from each other in their functional scope.
For instance VW ID. Charger Connect, Škoda iV Charger Connect, Seat Charger Connect, Elli Charger Connect, AUDI Wallbox plus are technologically identical.
For instance VW ID. Charger Connect, Škoda iV Charger Connect, Seat Charger Connect, Elli Charger Connect, AUDI Wallbox plus are technologically identical.
No. As soon as a new update is available, we will notify wallbox users about this in the app, provided the wallbox has been linked using an Elli charging app.
The app will feature step-by-step instructions about how to directly start the update in the app to update the wallbox.
The app will feature step-by-step instructions about how to directly start the update in the app to update the wallbox.
Order
Once our logistics partner has shipped the charger you will receive a shipping notification by email featuring a tracking link to check the delivery status.
Unfortunately, you can no longer change the order after having completed it. Alternatively use the option to cancel the order. For this reason, also refer to this article.
Orders must be submitted in the Elli Partner Shop and we cannot accept orders by phone or email.
If you are unable to complete an order in the Elli Partner Shop, please contact our customer service and state the error message and include screenshots of the entire screen where possible.
If your VAT ID has not been enabled for cross-border business within the EU, please contact your national tax authority responsible for your company. You can exclusively submit orders at the Elli Partner Shop if you have provided a correct, valid and validated VAT ID.
Contact Elli customer service if you are still experiencing issues.
Canceling possible in the Shop:
After having completed the order you can only cancel it if the order has not yet been set to “In delivery” status. You can view and cancel the order in the Elli Partner Shop in the "My Account" section.
Canceling possible with customer service:
After having successfully completed the order it will be possible to cancel it before the order has been set to “In delivery” status. You can contact customer service and have the order canceled.
Orders that have already been set to “In delivery” status will be shipped to the delivery address stated in the order. Any already completed deliveries can be returned as defined in the general terms and conditions. For more information refer to this article.
Wallboxes are shipped free of charge, shipping costs are already included.
Use the tracking link included in the shipping notification to obtain information about the delivery status. All items are shipped individually.
Any items that have already been delivered can be returned as defined in the general terms and conditions.
Unfortunately, it is not possible to cancel items individually. Please cancel the entire order and submit a new order. For more information refer this article.
Yes, as a dealer you are not tied to a brand when ordering wallboxes. You can also order wallboxes by several brands in one order.
It is unfortunately not possible to change the delivery address after successfully completing the order. However, if the order is not yet in “In delivery” status, you can cancel the order and submit a new order stating the preferred delivery address.
Orders that are already in “In delivery” status will be shipped to the delivery address stated in the order.
No, we currently do not grant volume discounts on the sales price.
Items can be returned as specified in the terms and condition. Please contact our customer service if you would like to return items. Please note that vouchers cannot be returned.
Please note there is a flat-rate handling fee per wallbox. Please refer to our general terms and conditions for more detailed information, available at the following link: https://partner.elli.eco/en/public/terms-and-conditions
Please note there is a flat-rate handling fee per wallbox. Please refer to our general terms and conditions for more detailed information, available at the following link: https://partner.elli.eco/en/public/terms-and-conditions
Yes, this is possible in the check-out process.
Warranty
In an effort to guarantee smooth processing of your issue for you and your customers, consumers are welcome to contact the Elli customer service of the corresponding brand who will also deal with device replacements, if required.
We are happy to help if you as a dealer have been tasked with directly processing the issue on behalf of customers. Please first of all obtain the following information from your customer to process the issue:
- Copy of the original invoice issued to the customer
- Complaint form including the documents described therein
Please forward these documents to customer service for downstream processing. The customer service contact details are here:
- Email: dealer-info@elli.eco
- Phone: +800 3554 5555
We will keep you updated about the verification and processing of the complaint case.
Vouchers
Instructions on how to redeem the credit for charging at public infrastructure using the following apps have been printed on the vouchers.
- Elli Charging
- Volkwagen App
- MyŠkoda
- MyCUPRA
The (remaining) credit is displayed to users in the corresponding app after having redeemed the voucher.
For more information about vouchers' terms and conditions of use have been listed here.
The Elli Partner Shop offers you 25 Euro and 100 Euro vouchers, for Sweden 250 and 1000 SEK. These can be redeemed as credit to settle charging processes as part of the Mobility Service provided by Elli in the following apps:
- Elli Charging
- Volkwagen App
- MyŠkoda
- MyCUPRA
For more information about the Mobility Service range offered by Elli has been provided here:
Vouchers cannot be returned or revoked once your order is shipped.
In case of damage or loss during the shipping process of vouchers, you can contact customer service and get the items replaced.
Unable to find an answer to your question?
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Customer Service
Contact form -
Questions about the Elli Wallbox
dealer-info@elli.eco -
Telephone number
00800-35545555