Smart charge app not updating activity over the weekend, why?

Hello Everyone,

My car is currently on smart charge, but normally in the activity section it’s shows the kwhs/£ for that session but for the last two charging sessions it’s not, (since yesterday) - any ideas?

thanks 

Hi Rob, I’m assuming it has charged okay? I’d put it down to the OVO app not updating for whatever reason, you’ll probably see it appear in a few days. Also, not sure, could it be a function of the charging price change where they’ve ramped charge anytime price? Who knows...cheers Sam

Yeah charged okay, took screenshots, so will speak to them on Monday (not that I have any faith that they will be helpful) 

I have had the same issue. Tested an urgent charge when I had my charger installed, have charged car a couple of times since and they showed on the app a few minutes behind real time, but close enough to monitor. 

Did a scheduled charge on Thursday and nothing showed, so cut it short, have got to today and needed to charge, tried both a scheduled charge and urgent charge, neither are showing in the OVO app ( although both show on the front screen in the pulsing circle), both show on the Zappi app and the car is charging successfully. I have emailed the team with screenshots from Thursday's charge, but don't fancy the extra legwork for every charge going forward! 

Morning ​@Robd922 and thanks for your post.

Welcome to the OVO Forum, and welcome also ​@Dk45. I’ve awarded you both the EV badge so that other Forum members can recognise the kit you have.

Have either of you heard back from the Charge Anytime team about this yet? I’ll ask internally as well, and will let you know if I get an answer back.

Cheers!

Hey ​@Ben_OVO nothing yet, but I think there is an issue on OVOs side.(similar to what happened a few weeks ago) trying to get through to them on the phone to find out. 

​@Dk45 there must be an issue with it, if you are experiencing the same. 

I was happy to find someone else who sounds like they have the same issue, so it's not just me! Not heard anything yet either, will be ringing tomorrow if I don't hear anything. ( time not on my side today) ​@Robd922 ​@Ben_OVO . 

​@Ben_OVO ​@Dk45 finally got through - sounds like a wide spread issue. Advised to take screenshots to evidence on smart charge. No fix yet. 

​@Robd922 

Thanks for the update ( and however long it took you to get through!) 

Hi again ​@Robd922 and ​@Dk45,

I’ve heard back internally that this is indeed a widespread issue that’s being looked into - hopefully it’ll be fixed soon!

Thanks ​@Ben_OVO  that’s helpful to know it’s not just us. It might worth while to understand how OVO plan to reimburse customers - I have three sessions missed and recording manually the data and luckily I have screenshots off smart charge - I have two evs and plan to charge today - it is small amounts of money but it does add up. I didn’t get confidence on the phone on how this will be addressed. 

Hi ​@Chris W ,

This sounds like a known issue that’s currently being investigated. Please keep an eye out for updates on the Forum.

Thanks!

Having the same problem. I won’t post another thread. But I’m missing my last 2 charges from Sat/Sun and Sun/Mon. 

Having the same problem. I won’t post another thread. But I’m missing 2 charges from Sat/Sun and Sun/Mon. 

Me too last charge updated Wed 12th Nov.    Shows on my house OVO app but I have no idea if it has changed at the charge anytime rate. It charged at the most expensive least green part of the day too🤦‍♂️

Fingers crossed this will be resolved by our Tech team soon. This has been raised internally and, apparently, should be fixed within the next few days.

Thanks for your post ​@Chris W, and welcome to the Forum ​@Hoof. I’ve added EV badges to your Forum accounts.

Just to let you all know, this is a widespread technical error, as advised by ​@Blastoise186, and our Tech teams are looking into this at the moment. This should be fixed within the next few days.

Good to hear it is not just me experiencing this.

I am a relatively new customer (only got my EV last month) but had a few teething problems to start with and thought I had finally got everything working OK only to find the same issue a few days ago.

I emailed OVO and they suggested removing and re-adding my vehicle, which I did, and that then showed a few more charge sessions over the weekend.  However, last night’s charge isn’t showing and now the app seems to have removed my car - “We couldn’t load your car details”.  I won’t try to re-add my vehicle again at the moment as this is probably related to the wider issue.  Will see what happens over the next couple of days

Thank you. Seems to have connected again but not tried charging yet 

Cheers ​@CraigEV, we did also have another type of outage yesterday which was causing problems with our own apps.

Our Charge Anytime team have come back to me and asked me to tell you that this is all most likely linked to the wider issues and, if you are still getting any errors next week, to get in touch with them.

Hello ​@Ben_OVO Can you give us an idea of how this wider outage manifests so we can avoid chasing the charge anytime team unnecessarily. 
My issue is that

Indra app acknowledges car is plugged in, but the OVO charge app permanently shows as not plugged in. Would this appear to be related to the outage?

Just incase this helps anyone.

The new Ovo Charge app doesn’t always auto refresh / update like the old Charge Anytime app did.

However the app does support pull-to-refresh when on the charge tab.

Tom…

Hello ​@TomThumb My issue does appear to be related. Tried to refresh, also tried restarting the app. However, for me it’s not a big issue. Once Kaluza starts charging it forces the app to wake up and if I need ‘Boost’ I can always use the Indra app(I hope).