How to restore your charger’s internet connection using Wi-Fi, cellular or Ethernet troubleshooting steps.
In this article
If your charger shows a flashing purple light, it means your charger is offline and has lost its internet connection (Wi-Fi or cellular).
Please allow 10 minutes for the charger to recover itself.⏱️
Important: If your charger is offline, you can still charge your vehicle by pressing the Boost button on the front of the charger. This will start an immediate charging session, allowing you to charge even when the charger is not connected to the internet. Boost
If it remains flashing purple after this time, please proceed with the instructions outlined in this article.
Restart your charger
Powercycle/Restart/Reboot
For instructions on how to restart your charger follow the link below
Restarting the charger If the charger shows a white light, it is now connected to the internet ✅
If the light remains flashing purple, please proceed to the next step.
Connecting using the App
If you have the Indra App it will direct you to reconnect if your charger loses its connection to the internet (goes offline).
Please note the app must be updated to version 3.1.0 or higher for this feature. To identify what app version you have, go to Settings > About.
If you charger has lost connection for less than 20 minutes, it will automatically attempt to reconnect.
If your charger has lost connection for more than 20 minutes you will see that your 'Charger is offline' and will be prompted to 'Connect' to the internet.
When you click 'Get back online' the app will walk you through the relevant instructions to get you reconnected based on how your charger is connected.
If you are not seeing these screens, please ensure that you are on the latest version of the app.
If you do not have the customer app, please identify how your charger is connected using the below link and follow the relevant instructions.
How is my charger connected?
❓ If you are unsure how your charger is connected, please follow the below link
How to Identify Charger Connectivity Method
Connected via Wi-Fi 🛜
Important: If you are connected via Wi-Fi and you have recently changed your Wi-Fi router/broadband, you will need to follow these steps to connect the new router.
Note: If your charger is experiencing intermittent Wi-Fi connection or you are unable to connect to the Wi-Fi at all, we recommend fitting a Wi-Fi extender close to the charger.
WPS Pairing
- Press the WPS button on your router for 5 seconds. (all routers are different, but you should see a Wi-Fi symbol LED start to flash)
- On your charger, press and hold the Boost Button on the front of the charger for 11 beeps.
- LEDs will flash orange while connecting:
✅ Green flash = success
❌ Red flash = not successful -
After the green flash the charger may flash purple briefly before going solid white.
If it fails to connect on the first attempt, please try once more!🔃
Connected via cellular 📶
If your charger does not go back to a white light after a restart you will need to contact us.
Connected via an ethernet cable 🔌
An Ethernet connection may also be described as a hardwired connection. The cable itself may be referred to as an Ethernet, Cat5 or data cable.
If your charger uses a hardwired connection, check:
- The Ethernet cable is securely connected to your router.
- The cable and its connectors do not appear loose or damaged.
- Whether the cable connects directly to your router or through a Wi-Fi booster or extender.
- If it connects through a booster or extender, check that this device is powered on and connected to your router.
Ethernet is generally the most reliable way to connect your charger to the internet. If the checks above do not resolve the problem, there may be an issue with the cable or its connections. We recommend asking a qualified electrician to inspect the Ethernet cable and connections for damage and perform a continuity test
If the steps above do not bring your charger back online, please submit a support request so we can investigate. When completing the form, tell us approximately how long your charger has been offline.