Problems setting up Charge Anytime. Error message

Hi, yes I’ve emailed them but have had no reply as of yet ?

They’ll be in touch soon. I’m afraid I can’t speed up their response as I don’t work for OVO myself and can’t access the systems.

Ok Thank you

I’m having problems setting up Charge Anytime. No one on OVOs customer phone line could help and so I’ve emailed the smart home team but I doubt any response will be forthcoming. 
I’m sure it’s just something to do with OVO account/MyRenault/Charge Anytime connectivity and will be easy to fix but I need to talk to a human not a chatbot. 
anyone able to help me? 
🙏 

Well done for emailing the Smart Home team, @Gilly S. They’ll be picking this up and replying this week. Let me know if they don’t. 

In the meantime, can you describe what’s happening? It sounds like you’ve got an eligible EV so you’d be using the direct to vehicle (D2V) options with the Kaluza app. 

Hi @Tim_OVO 

thank you for responding so quickly. 
still no reply from the Smart Home team. 
meanwhile, we have a Renault Zoe5 and a PodPoint charger. 
I’ve set up the Charge Anytime App and sometimes it seems to know if my car is plugged in and its battery level but not always. 
how do I know if it’s working with my car and linking to my OVO account? Eg I’ve just plugged my car into the charger but the Charge Anytime app says it’s unplugged and the most recent update was 1227 today. 
the My Renault app says it’s plugged in and charging. As this is using peak hour rates it could be expensive. Normally I’d charge it between midnight and 7am. 
so many apps, so confusing…

I can’t find a Kaluza app on the App store. The link in your message takes me to OVO. 
 

thanks for any help or light you can shine on this for me! 
 

Thanks for this detail, @Gilly S.

From my knowledge of Charge Anytime with direct to vehicle (D2V), you should be using the Kaluza Charge Anytime app to manage your charge, and not your Renault app. This might be causing some issues. The Smart home team will be able to advise on how to correct this. I’ll just tag @Dark @FatOldSun and @Muppet In The Corner in case they can advise...

@Tim_OVO @Gilly S I’m not sure I can help much here by I will try.

I have a Renault Zoe and a Skoda Enyaq. When the Charge Anytime app first appeared, I downloaded it and linked it to my Skoda account. I questioned how I could also link it to my Renault account, but then I discovered that I didn’t need the Charge Anytime app at all, as I could link Charge Anytime directly to my charger instead, and this solved the problem of having multiple cars on one account.

For the short time I had the Charge Anytime app installed, I seem to remember there were discrepancies between the status on there and the status on the Indra app, for example one would say it was charging and the other would not. @Gilly S have you specified a “Ready by” schedule on the Charge Anytime app? It’s worth trying to set one for, say, 2 hours from when you next try it, as it should then begin to charge almost immediately. However, you won’t know whether it’s worked until the next day, by logging into your Ovo account and clicking Your EV. It will show you your savings if you have any.

Hiya, 

Not sure if this is the case, but I wonder if there is a time lag between the car starting charging & this finding its way back to OVO.

So the car may be charging but the app hasn't picked it up yet? 

I guess the only way to be sure would be to have a look at the car itself to see if it is indeed charging, which will tell you which app is lagging behind. 

If it is charging, but the OVO app still thinks it ain't, then this does sound like some form of timing/ update issue as OVO get the info from the car itself in this case (as Pod Point doesn't support this).

In this case I'd check the OVO app periodically, probably every 30 minutes if they stay out of step, to check when/ if they start saying the same thing. 

The real test would then be with your next couple of bills to make sure the electricity used to charge your car is indeed being picked up properly and you're being credited for the Charge Anytime lower rate. 

If you find issues on the bill, the Pod Point app will tell you how much electricity has actually been used to charge your car & you could use that to talk with OVO.

Again, the above is only guesswork, but if I read it right Charge Anytime is retrospective, so it is likely the OVO app will be lagging behind.