How do I get my charger into the app? Your installer adds the charger to Vorsprung and gives you its charger ID and a 6-digit PIN. Download the app, create an account, then scan the QR code on the charger or type the ID and PIN.
What times does it charge by default? From 22:00 to 08:00, outside the busy hours on the grid. The first time you open the app you can keep those times or change them, and you can change them again whenever you like.
Why does charging start a few minutes late? UK smart charging rules ask chargers to start at a random moment up to 10 minutes after the set time, so thousands of cars don't switch on at once. You can turn the randomised start off in Settings.
Do I need Octopus Energy? No. On Octopus Agile the app reads your area's prices every half hour. On Economy 7, Intelligent Octopus Go or any other cheap-rate tariff, enter your cheap hours. Lowest carbon works on every tariff.
What if I need the car sooner? Tap Charge now and the charger starts straight away, whatever the schedule. Tap Stop to end the charge.
Can someone else use my charger? Only if you let them. Choose whether charging starts from the app only, whenever a car plugs in, or with an RFID card you have added.
What if my internet goes down? The charger keeps the charging times it already has, and RFID cards still work. The app shows when the charger is offline, and you can connect it to a new network over Bluetooth while standing next to it.
What happens when I move house? The charger stays with the home. Delete your account or ask your installer to unlink it, and the next owner links it with a new PIN. They see only their own sessions.
What happens to my data? We keep what the app needs to run your charger: your account, your charger and its charging history. We don't sell it or use it for advertising. The privacy policy has the detail.
How do I delete my account? In the app, go to Settings and tap Delete account. Without the app, follow the steps on the delete your account page.
