# Your charging session didn’t work – what happened?

Written by Rahel Kunkel  
November 20, 2025

First things first: we’re really sorry! 💚

This shouldn’t happen – and it’s not what we aim for. That said, sometimes a NeoGrid® session doesn’t start as expected. Below are the most common reasons – and what you can do about them:

## 1. Your EV was reported as “unplugged”

Usually, we automatically receive status updates from your car – for example when it’s plugged in, charging, or plugged in but not charging.

❗ **What can go wrong?**  
Some EV manufacturers don’t reliably send these updates. If your vehicle tells us it’s "unplugged", NeoGrid® won’t initiate a new charging session – even if the car is actually connected.

✅ **What you can do**  
Open the app and check that your EV is _not_ shown as ‘unplugged’. If it shows as connected, you’re good to go.

## 2. We couldn’t detect a connection between your car and the charger (ev-charger pair)

If NeoGrid® only works via your charger, we need to identify a pair before we can start a session. Only via the charger can we optimize with NeoGrid®.

❗ **What can go wrong?**  
We detect the connection by comparing data from both your EV and charger. If either device doesn’t send the proper signals, we cannot confirm the link – and NeoGrid® won’t start.

✅ **What you can do**  
Check your EV screen in the app: just below your car manufacturer’s logo, we’ll show whether the car is connected to the charger.  
If the connection status isn’t shown, unplug and replug the cable.

💡 Note: It may take up to **15 minutes** for the connection to register.

## 3. Remote control of the charger or EV failed

This one is trickier (and more frustrating). Sometimes the remote control of either the EV or the charger fails.

❗ **What can go wrong?**  
Some manufacturers restrict API access or require manual settings to allow remote control. In these cases, NeoGrid® can’t optimize the charging process – and the session may not begin at all.

✅ **What you can do**  
Please check both your EV and charger manufacturer apps to ensure that:

- **Remote control** is enabled  
- **Grid import** is allowed (especially for solar-priority settings)  
- **API / Cloud access** is activated

## Still need help?

At Ostrom, we’re dedicated to delivering fair, transparent and sustainable energy for your EV-charging needs. If you're still stuck, feel free to contact us directly – we'll dig into your setup and find a solution together. 💪