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SUPPORT

Questions & Answers

 

Funding

The conditions for subsidising charging stations vary widely. We suggest you enquire locally whether and under which conditions you can receive a grant for a mobile or stationary charger.

You need to submit a grant claim to a corresponding authority in your country. Remember to read the conditions on receiving the grant before. 
 

General product information

Our chargers are able to charge all models of battery electric vehicles (BEV) and plug-in hybrid electric vehicles (PHEV) of all car brands.
 

Whether or not to obtain permission to use the go-eCharger depends on the country's regulations. It may also depend on which go-eCharger model you intend to use. Please contact your local electricity network operator in advance to find out whether the charger requires registration or approval. 
 

The go-eCharger has an unbeatable price-performance ratio. Our go-eCharger HOMEfix 11 kW was even voted the best and cheapest product by the ADAC in the wallbox test 2022. It comes with an intuitive app that allows you to adjust various settings and fully control the charging process remotely. go-eChargers provide numerous functions that enable you to charge even more sustainably and financially advantageously. Of course, you can also simply charge your car with the go-e charging station as easily as a smartphone. In addition, the go-eCharger HOME+ model is mobile, which means you can carry it with you when going travelling or camping.
 

You can only charge a car’s battery at the maximum charge rate the car can accept. So if your EV’s charging speed is 11 kW or lower, the go-eCharger 11 kW is a good choice. If it’s higher, opt for the go-eCharger 22 kW to enjoy faster charging. 
Note: As the go-eCharger 22 kW can also be operated permanently at 11 kW, you can choose it anyway to not limit yourself in your choice of future electric vehicles. If your house connection is not dimensioned for high charging currents and the expansion would be associated with high costs, then the 11 kW variant of the go-eCharger would be the right choice.
 

The main difference between the two types of chargers is that HOME+ is a wallbox which could be used mobile, while HOMEfix is stationary. The first one allows you to take the charger with you wherever you go, whereas with the second one, you are more likely in most countries to receive subsidies. 
 

Installation

You don’t need an electrician for the go-eCharger HOME+ and Gemini flex as you can simply plug it in a suitable socket and start charging.

You do need an electrician for the go-eCharger HOMEfix and Gemini as it should be connected to the electrical system of the building by a professional. 
 

No, only the wall bracket has to be screwed on.
 

Weather protection is always an advantage, but it is not necessary if you use the go-eCharger. The wallbox is protected with IP54 against dust and water and can operate at a temperature of up to +40° C. 
It is recommended to protect the charger from direct sunlight. Nevertheless, thanks to extra safety features, the appliance's output power will automatically decrease when its temperature rises to avoid overheating. 
Note: Only vertical placement of the go-eCharger is acceptable. Otherwise, there is a risk of water entering the type 2 socket of the charger. 
 

The go-eCharger has a built-in RCD protection module with direct current detection (30 mA AC and 6 mA DC). Therefore, only a type A RCD is required on the building side unless local regulations deviate from this. Regardless of this, a miniature circuit breaker has to be connected upstream of each charger.

The miniature circuit breaker is a fuse that switches off in case of overload. It protects the line from damage caused by heating as a result of excessive current. For 32 A maximum current, we recommend a cable cross-section of at least

  • 6 mm² for surface mounted cables (not installed in a wall)
  • 6-10 mm² for cables in installation pipes
  • 10 mm² for cables in thermally insulated walls. 
     

For 16 A, we recommend a cable cross section of at least 

  • 2.5 mm² for surface mounted cables
  • 4 mm² for cables in installation pipes
  • 10 mm² for cables in thermally insulated walls. 
     

However, it is up to the electrician to decide according to the local situation. 
An installer must also pay attention to the simultaneity factor! When calculating the cable cross-section the simultaneity factor must be set to 1. This means that the electrician must assume that the cable is always fully charged.
 

The electrician should consider the following dimensions:

  • 32 A three-phase = miniature circuit breaker 3- or 4-pole 32 A (go-eCharger 22 KW).
  • 16A three-phase = miniature circuit breaker 3- or 4-pole 16 A (go-eCharger 11 KW).
  • 32A single-phase = miniature circuit breaker 2-pole 32 A (go-eCharger 22 KW).
  • 16A single-phase = miniature circuit breaker 2-pole 16 A (go-eCharger 11 KW).

Note: The miniature circuit breaker can be used with characteristics B or C.

If you have the go-eCharger with maximum charging current of 22 kW, you can select current from 6 A to 32 A. If you have the go-eCharger with maximum charging current of 11 kW, you can select from 6 A to 16 A. In both cases, you can also limit it to lower power. If you wish to use the go-eCharger in the 22 kW variant with the full charging power, a fuse of 32 amps is required, in the 11 kW variant a fuse of 16 amps is required.
Note: The more amperes are set, the faster the car charges. With lower amperages, you charge more sustainably, which can have a positive effect on the battery life and the stability of the power grid. The actual charging power is limited by the car and can therefore be lower.
 

Current adjustments can be made via the go-eCharger app or the button on the charger. If you use the app, you can change the power in 1-ampere steps. 

A 2-phase connection of the go-eCharger is not possible. It can only be connected with a single or three phases. The device checks the phases at the entry and goes into fault mode (PHASE fault) if the connection is 2-phase.
Depending on the specification of the on-board charger of the electric vehicle, the go-eCharger charges 1-, 2- or 3-phase. Ask your car dealer for the exact charging power and the number of phases used to charge the vehicle. 
 

For go-eChargers with serial numbers starting with CC1- or CM-02-, the number of phases to be used for charging is not changeable. However, single-phase charging can be forced with an appropriate adapter (only possible for the go-eCharger HOME+) or single-phase charging cable. For the go-eChargers of the HOME series with the latest hardware (serial number starts with CM-03-), it is possible to switch between single-phase and three-phase charging in the app. 
 

Note that the go-eCharger is suitable for charging gassing vehicle drive batteries (e.g. lead-acid batteries) only in well-ventilated rooms. Please consult your vehicle manufacturer if you are unsure. 

Using the charger

The go-eCharger is suitable for charging all electric vehicles with a type 2 plug. The vehicles with type 1 plugs can also be charged with the go-eCharger by using a type 1 to type 2 adapter or cable.

Plug&Play allows using the charger immediately after plugging in.

The go-eCharger HOMEfix can be used right after it gets installed by a qualified electrician.

If you have the go-eCharger HOME+, you need to plug it in a socket and connect it to your car with a type 2 cable. If you have the go-eCharger HOMEfix, you can start using it after it is installed by an electrician. Simply plug the type 2 cable into the car and the charger and charging will start automatically (default settings).

You can change this setting via the app, which means that the charging process will not start until you unlock the charger via the app or RFID chip.

The charging process ends automatically when the car's batteries are charged or an event defined by you via the app occurs. You can also stop charging prematurely either via the app (“Charging” tab) or by simply unplugging the charging cable on the vehicle side.

Please do not disconnect the go-eCharger from the power supply during charging. Please also note that the type 2 cable can only be unlocked as long as the go-eCharger still has power; except for devices with the latest hardware (serial number starting with CM-03- / hardware version V3) when set accordingly via the app.

Yes. All the main functions, such as start/stop charging and adjusting the charging current, can be done without the go-eCharger app. 
If you want to change basic device settings, use the comfort functions, read the internal electricity metre or control the charger remotely, you need the go-eCharger app. You will then be able to control the device from close range via the built-in access point. To remotely control the charger, you need to connect the device to your WiFi network.
 

No, as the app can also be used via the access point built into the charger. Only the remote control and some functions such as flexible electricity tariffs or load balancing are not possible without WiFi.
 

To do this, simply download the go-eCharger app for your smartphone and, from the second smartphone onwards, add your charger via the blue “+” in the app with the option “Add an already set up go-eCharger”. Enter the token of the respective charger (if available on the reset card), otherwise, use the device password you have set (from chargers with serial number CM-03- / hardware version V3), in the app.

The charging power can be set either by the button at the device (5 predefined values) or via the app. The button values can be set as desired in the app in the range of 6 to 16 or 32 amperes (depending on the maximum charging capacity of the charger - 11 or 22 kW). If you want to change the charging power during the charging process, you need to use the app.

You cannot deactivate the LEDs during the charging process. Nevertheless, the LEDs can be switched off after 10 seconds in standby mode. Their brightness can be adjusted in the app.

In the app, you can view the amount of electricity charged during a charging process as well as the total amount of kWh charged. This information is available in the “Charging” tab of the app. In addition, charging energy can be displayed for all user accounts (RFID chips – maximum 10). In the latest version of the go-eCharger (serial numbers start with CM-03- / hardware version V3), a detailed charging history can also be downloaded.

Neither the go-eCharger HOME+ nor the go-eCharger HOMEfix has a MID-compliant metre (Measurements Instruments Directive). In certain countries a MID-certified metre is required to sell electricity.

The go-eCharger is delivered with a U-piece, which you can attach to the wall directly above the charger. This means the unit can no longer be removed from the wall bracket. In addition, a padlock can be attached (not part of the scope of delivery).
Note: The charging cable that connects the charger and vehicle is locked during the charging process and in default mode after charging is finished. This ensures that no one can use it until you unlock the cable.
 

From our experience, charging capacity has a barely noticeable effect on battery ageing, especially when charging with alternating current. There are many other claims circulating on the internet, but they are mostly based on old battery technology and low battery capacity.

The so-called C-rate is a good reference point for charging capacity, which is gentle on the battery. It describes the relationship between charging current and battery capacity. Suppose you charge your car with 22 kW current, and the battery has a capacity of 22 kWh. Then C = 1. If the battery capacity is halved and the charging current remains the same, then C = 2. The higher the C value, the greater the effect of the charging process on the life of the battery. However, this can only be determined with very high mileage. When C = 1, the reduction in battery life is barely noticeable.
 

PV connection / Flexibility tariffs / Load balancing

There is an HTTP REST API that can be used via a local WiFi connection. The API is an open interface that allows other intelligent devices to communicate with the charger. In addition, the Modbus TCP API is integrated in the go-eCharger as of firmware version 0.40. Like the go-e network operator API, it provides authorised access to the go-eCharger by the electricity network operator to control the power supply to the grid.

Yes. With the go-eCharger you can use surplus energy from the photovoltaic system to charge your electric vehicle. The prerequisite for this is that the charger is connected to an additional energy management system, which has an open API like the go-eCharger. Communication between the charger and the PV inverter can be established via this energy management system. Programming knowledge is required for setup. Compatible energy managers include e.g. Home Assistant, ioBroker, openHAB, openWB Loxone, Solar Manager, GridX or Alpiq. If you cannot program the system yourself, you could ask a solar specialist to do so. go-e does not offer a ready-to-use connection. You can find the API documentation here.

With the go-eCharger, a car can also be charged with flexible electricity tariffs. Currently, only the tariff from aWATTar (for Austria and Germany only) is integrated for automatic detection of the cheapest charging hours. Further flexible electricity tariffs will follow. If you want to charge your go-eCharger via a flexible current tariff, you will need a smart metre. If it is not already installed, contact your network operator. You should also switch from your current electricity provider to a provider whose electricity tariff is integrated in the go-eCharger.
The actual charging process with a flexible tariff can be set via the go-eCharger app. When using this function, go-eCharger automatically searches for the cheapest consecutive hours to charge your electric vehicle or for hours in which the price falls below a set level.
 

No additional hardware is required for static load balancing with multiple charging stations. The charging stations can be combined into a load balancing group via the app, allowing the stations to exchange data with each other via the cloud (WiFi connection required). As a result, the performance of individual charging stations is automatically adjusted downwards or upwards depending on the number of vehicles being charged. Priorities for individual charging units can be set in the app.

Product functions

The go-eCharger has a type 2 socket. You need an appropriate charging cable with a type 2 plug. Most new electric vehicles are equipped with a type 2 socket. Older vehicles with a type 1 socket can also be charged with the go-eCharger by using a type 1 to type 2 adapter cable. That means, the go-eCharger can be used universally. It charges every electric car approved for Europe.

As soon as a go-eCharger has been mounted or installed, you can immediately start the first charging process. With a portable go-eCharger you don't even need an electrician to install it.

The original go-e adapters enable charging of electric vehicles with the go-eCharger HOME+ or go-e Charger Gemini flex at any socket. Whether at home at the 16 A three-phase socket, in the harbour and on the camping site at CEE blue 16 A or when visiting relatives at a 16 A domestic socket. With the 22 kW variant of the go-eCharger, automatic reduction of the charging current to 16 A by plugging in the adapter is only possible in conjunction with original go-e adapters. We recommend a maximum charging current of 10 A for use with domestic plugs, as very few domestic sockets/electrical installations are suitable for continuous operation with 16 A! National regulations may prescribe lower charging currents.

These communication interfaces provide many additional benefits. If you wish, you can connect the go-eCharger to the Internet (control via app over an existing WiFi network) or control it directly via local hotspot to benefit from further functions.
 

You can use our free app to check the number of kWh charged, adjust the current, configure many additional features and even control the charging process remotely. Cars can also be charged without an app in the default setting.

Access to the charging station can be restricted and personalised using the RFID function. This means that no one can start a charging process without authorisation. In addition, all charging processes can be saved on up to 10 accounts. RFID makes it possible to authorise, evaluate charges for different users and export them as a CSV file. By default, you can charge without RFID authorisation. This can be changed in the app.

Various settings can be customised via the go-eCharger app. For example, the colours of the charger's LEDs. Bright or colourful - just as you wish. The locking variant of the box can also be configured according to personal needs. In addition, each RFID card can be assigned to a personal account, which makes it possible to read the charged current for each card/user.

The scheduler can be used to determine when to start charging. This is optimal for charging at night or early in the morning, for example (savings potential due to night electricity tariffs). The function also pays off for the environment, similar to the flexible electricity function. By not charging at peak times, voltage peaks can be reduced and the excess current can be used at night.

Installing updates is a major advantage of chargers connected to the Internet. You don’t have to send the go-eCharger to the service to install updates. Updates are easy to initialise via the app.

Type A RCDs, commonly used in buildings, protect against sinusoidal and pulsating fault currents. However, due to the design of some on-board chargers in electric vehicles (e.g. Renault ZOE), DC faults can also occur. Therefore, additional DC fault protection is required on the building side or in the charging station in the form of a type B RCD or RCD protection module. The RCD protection module integrated in the go-eCharger switches off the charging station in the event of a fault current generated by the car and thus ensures the highest possible level of safety. Therefore, only a type An RCD is required on the building side, unless local regulations deviate from this.

The go-eCharger offers safety in case of incorrectly installed sockets. If a phase (neutral conductor or earthing) is not properly connected, the system switches off and thus prevents damage to the vehicle.

The electrical network is not grounded everywhere. Particularly in areas with high safety requirements or in areas with permafrost soils, isolating transformers are used to eliminate the risk of electric shock at the end devices. In order for the go-eCharger to work in these regions as well, the earth detection can be deactivated. It also works with networks where no grounding can be detected (e.g. in Norway).

IP (International Protection) defines the protection of electrical equipment for different environmental conditions. For example, the ingress of foreign bodies (such as dust) and water. With protection class IP54 (HOME series) or IP55 (Gemini series), the go-eCharger is suitable for permanent outdoor operation. The unit is protected against splashing water and can withstand heavy rainfall.

The go-eCharger can use surplus current from a photovoltaic installation via API (an open software interface - an additional energy management system for communication with the inverter is necessary) to charge an electric car. For this purpose, the charger and energy management system communicate via the API interface (programming by qualified personnel required). The well-documented API of the charging box for communication between the charging box and the photovoltaic inverter can be downloaded here.

With several charging stations per household (per grid connection), load balancing will be indispensable. When charging several electric vehicles at the same time, normal household connections are overloaded. With the help of load balancing, the charging boxes communicate with each other. This ensures efficient and safe power distribution.

Access control / RFID

The RFID function is designed to personalise access to the charging station. This means that no one can start the charging process without authorisation.

The access control can be set via the app in such a way that an RFID identification is required before charging. If the identification is unknown, the charger is not released for charging.

The go-eCharger can register up to 10 cards/chips.

Most RFID cards or RFID chips can be trained for the go-eCharger. This means you can also use your EC/bankomat card, for example. Should it not be possible to train the RFID card, it doesn’t transmit at the required frequency of 13.56 MHz.

Maintenance and care

No, the chargers from go-e are maintenance-free.

If you have a technical problem with the go-eCharger and have not found a solution in the user manual, FAQ or troubleshooting guide, you should first contact our technical support. This can be done via email, support form on our website or telephone. In many cases, we can resolve the problem without the need for repair.

Please contact go-e customer service before disassembling the charger and wait for their decision on how to proceed with the service case. For safety reasons, an allegedly defective, stationary installed go-eCharger may only be dismantled by a qualified electrician. 

Wipe the appliance with a cloth moistened with water. Please do not clean the charger with a high-pressure cleaner or under running water to avoid damage.

Information about the firmware and updates (software updates) can be found in the app in the “Internet” tab.

Updates require the charger to be actively connected to the internet. Once connected to the internet, possible updates are visible in the "Internet" tab of the app.

Fine-wire fuses are only required for the go-eCharger HOME series. A replacement fuse is already enclosed with the units. You need a 2 A ceramic fuse with a breaking capacity of at least 1500 A. The fuses are available in our shop.

Buying in the go-e Shop

Please contact us via our e-mail address office@go-e.com and include a copy of the invoice.

Once your order has left our warehouse, you receive a tracking number via email that allows you to check the delivery status.
 

End customers can claim their warranty rights for up to 2 years.

Please contact us at: office@go-e.com. Do not forget to indicate your address. We are required to put it on the return-label.

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Any questions? We will be happy to advise you!

Write to us directly or contact our phone support.