I lost my RFID card. What do I do?

Support

November 20, 2024

5 min read

I lost my RFID card. What do I do?

If your RFID card has been misplaced or stolen, do not panic. Follow these steps to secure your account and get a replacement:

1. Report the card.

As soon as you realize your RFID card is missing, contact Ivy Support immediately at 1-800-301-1950 or support@ivycharge.com. Our team will be happy to assist you.

2. Deactivate your RFID card in the app.

You can also quickly deactivate your card directly in the Ivy Charging Network 2.0 app this way:

Open the Ivy app, then navigate to the Account tab on the bottom right.
Select RFID cards and choose the option to disconnect your card.

⚠️Note: You should also check if your credit card was compromised as sometimes this is the source of the issue. If so, remove this payment method from the Ivy app.

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3. Activate your new RFID card.

You can order a new RFID card in the app or via Ivy Support. When your replacement card arrives, activate it on the app this way:

Open the Ivy app and click Account on the bottom right.
Select RFID cards.
Click Activate card at the bottom of the screen.
Enter the new RFID card number and click Submit.
You will see an image of your new card appear and a message that your card was added successfully.

Note: Ensure that you still have a payment method added to your account (in case you removed it earlier). The RFID card uses that payment information to start sessions.

Your card is now ready for use!

IvyCharging-HowdoIactivatemyRFIDCardsteps-241113v4-GIF (1) (1)

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We're here to support you every step of the way. For any resources, information, or answers to your questions, start with our Support page. If you need immediate support for public charging, you can reach us 24/7 at 1.800.301.1950.

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How do I activate my RFID card?

Support

February 28, 2025

5 min read

How do I activate my RFID card?

Thank you for ordering an RFID card to charge with Ivy.

After receiving your card, you must activate it in the Ivy app before you can start using it for charging sessions. Here’s how:

Open the Ivy app and click Account on the bottom right
Select RFID cards.
Click Activate card at the bottom of the screen.
Enter the new RFID card number and click Submit.
You will see an image of your new card appear and a message that your card was added successfully.

Note: Ensure that you have a payment method added to your account. The RFID card uses that payment information to start sessions.

Your card is now ready for use!

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How can I order an RFID card?

Support

February 28, 2025

5 min read

How can I order an RFID card?

Ordering an RFID card.

Once you create your account in the Ivy app, you can order an RFID card by following these simple steps:

Open the Ivy app and select the Account tab on the bottom right.
Select RFID cards from the options available.
Click on Order card.
Fill in your name and mailing address, and click Place order. All done! Your RFID card will arrive within 7-10 business days.

HowdoIorderanRFIDcard--GIFSTEPS2-241113v6-GIF (1)

Activating your RFID card.

After receiving your RFID card, you must activate it in the Ivy app before you can start using it for charging sessions. Here’s how:

Open the Ivy app and click Account on the bottom right.
Select RFID cards.
Click Activate card at the bottom of the screen.
Enter the new RFID card number and click Submit.
You will see an image of your new card appear and a message that your card was added successfully.

Note: Ensure that you have a payment method added to your account. The RFID card uses that payment information to start sessions.

Your card is now ready for use!

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How to troubleshoot for public charging

Support

November 15, 2024

3 min read

How to troubleshoot for public charging

Issues starting a charging session?

If your charging session isn't starting, here's what might help:

Check for a timeout.

Chargers will time out within 90 seconds if you plug in without initiating a charge. Return the connector to its holster, then select Start session before plugging it in again.

Turn off power drains.

Some vehicles won't charge if power is being used. Ensure your car and any extras (radio, GPS or lights) are all turned off.

Firmly plug in.

Inspect the connector and port for debris. Then firmly push in the connector to ensure it locks into your car's port (check for a click/light indicator). For Tesla connectors at ONroute, support the adapter when plugging in.

Still stuck?

Lock up: Lock your doors and roll up the windows.
Adjust schedule: Turn off or adjust your vehicle's charging schedule.
Check payment method: Confirm if you have a valid payment method in the Ivy app (the Ivy RFID card requires this).
Double-check station ID: Confirm the station ID and port type.
Confirm charger status: Check the real-time status on the Ivy app.

Why can't I get the max charging speed?

There are a few external factors that may be impacting the charging speed your EV can receive. Learn more in the article below.

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How do I add or remove a payment method on the Ivy app?

Support

February 28, 2025

5 min read

How do I add or remove a payment method on the Ivy app?

Once you download the Ivy Charging Network app and create your profile, you can easily manage your payment methods by following these steps:

Adding a payment method.

Open the Ivy app and click Account on the bottom right
Select Payments from the list available.
Click Add payment method and input your credit card information.

Changing or deleting a payment method.

To update your primary payment method or remove an old one:

Select the Account tab on the bottom right
Click Payments.
Select Add payment method and enter your credit card details.
Click Make primary payment method and then Save
Return to the Payments page
Click on the credit card you want to delete
On the top right corner, click the Trash can icon
A popup will appear asking, Delete payment method? Select Delete.

Note: To remove your primary payment method, you must first add a new payment option before deleting the existing one.

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Ivy Home charger settings: Resetting your WiFi

Support

October 14, 2024

5 min read

Ivy Home charger settings: Resetting your WiFi

Your Ivy Home charger is built to offer a highly personalized charging experience. It connects to Wi-Fi to provide the best charging experience, allowing you to monitor and schedulre EV charging. In the event of connectivity issues, the following steps will allow you to reset your connection.

How to reset Wi-Fi in your Ivy Home charger

Unplug the charger.
Remove the front cover by removing the 4 screws at each corner of the charging station.
With the front cover placed to the side, locate the DIP switch on the Ivy Home charger circuit board. The DIP switch is a 4-position switch on the main circuit board, located directly to the left of the LED.
Move the DIP switch #1 to the down position. This applies to all 40A, 32A, 24A amperage settings. For 16A, set DIP #2 to the up position to set the chargers to 20A before proceeding.
Plug the charger back in. Wait 2 minutes. Ensure the indicator light is Blue/Magenta alternating with 1-second frequency.
Unplug the charger again.
Set the DIP switch back to the original position.
Plug the charger in. It will display the Blue/Magenta alternating indicator light.
Connect the charger to your Wi-Fi and mobile app. You can follow the instructions here.

For additional information, we recommend reading the full manual here.

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How to troubleshoot connection errors for the Ivy Home charger

Support

February 28, 2025

5 min read

How to troubleshoot connection errors for the Ivy Home charger

You can easily troubleshoot connection errors in your Ivy Home charger. Doing so will allow you to address any concerns and bring your unit to optimal performance. This article will teach you how to run tests for three key connection elements.

First, if your Ivy Home charger is not connecting to the network, ensure the following:

Ensure network frequency is 2.4ghz.
Confirm that signal strength is adequate.
Make sure your Wi-Fi password is correct.
Check if Network Filters/Firewalls are blocking charger communication.

How to troubleshoot signal strength

It is important to ensure a Wi-Fi signal strength of –67 dBm or greater where the charger is located. Next, check your location’s Wi-Fi signal strength to ensure a quality EV charging experience. In fact, you can use third-party mobile apps available to troubleshoot connection errors related to the strength of your connection. For locations that don’t have sufficiently strong Wi-Fi signal, follow one of the steps below to improve signal strength:

Move the Wi-Fi router as close to your EV charger as possible for the simplest solution.
Wi-Fi repeaters or extenders can boost the signal of existing access points.
Multiple access points may be required to provide network coverage.

• Wi-Fi repeater video - 1
• W-Fi repeater video - 2
• W-Fi repeater video - 3
• Wi-Fi repeater video - 4

How to troubleshoot Wi-Fi connection indicator

If the connection is successful, the Wi-Fi network UC_Smart_[ChargerSerial#] will no longer be discoverable. Additionally, the indicator light on the charger will alternate between Blue and Cyan.

Charger Blue-Cyan alternating colors video

How to troubleshoot Password

Verify that the Wi-Fi password entered matches the Wi-Fi network settings exactly. The charger will recycle the connection if password information is incorrect.

The password limit for the charger is 38 characters. The charger will not connect to Wi-Fi networks with passwords longer than this limit.

For additional information on how to troubleshoot connection errors in your Ivy Home charger, we recommend reading the full manual here.

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How do I manage payment methods on the Ivy app?

Support

October 8, 2024

5 min read

How do I manage payment methods on the Ivy app?

Manage payment methods on the Ivy App by following very simple steps. Once you download the Ivy Charging Network 2.0 app and create your profile, you can easily add or remove payment methods by following these steps:

Adding a payment method.

1. Open the Ivy app and click Account on the bottom right.

2. Pick Payments from the options available.

3. Click Add payment method and input your credit card information.

Note: To remove your primary payment method, you must first add a new payment option before deleting the existing one.

Changing or deleting a payment method.

To update your primary payment method or remove an old one:

1. Select the Account tab on the bottom right.

2. Choose Payments.

3. Click Add payment method and enter your credit card details.

4. Select Make primary payment method and then Save.

5. Return to the Payments page.

6. Click on the credit card you want to delete.

7. On the top right corner, click the Trash can icon.

8. A popup will appear asking, Delete payment method? Select Delete.

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How do I get billed for public charging sessions?

Support

April 29, 2024

5 min read

How do I get billed for public charging sessions?

Effective May 1, 2024, your payment method is billed immediately for each charging session started by app, RFID card, or by credit card.

You will receive an email notification that summarizes your session including the energy you’ve received, your charging location, and the total cost. Additionally, the credit card on your account will be charged immediately and the company name will appear as "Ivy Charging Network" on your credit card statement. You can view this under Payments on the app. Effective May 1, Ivy no longer performs monthly billing.

Authorizing a new credit card.

If you add a new credit card as your payment method, a pre-authorization fee of less than $2.00 is initiated to ensure your payment method is valid. This fee is released back to you in a few days. If the pre-authorization fails, the payment method will not be added and you will be notified so that you can check the card information you entered. The pre-authorization fee will also be returned to your card.

Pre-authorization hold for public charging sessions.

Before initiating a public charging session, we'll place a pre-authorization hold on your payment method. This hold will be set at $30. Once the charging session ends, we'll recalculate the total amount due. If the bill amount falls below $30, we'll release the hold and charge only the actual bill amount. In cases where the bill exceeds $30, we'll maintain the hold and charge solely the difference. This ensures a seamless and fair billing process, providing you with peace of mind throughout your charging experience.

Reversing payments.

Once a payment has been successfully processed on your current credit card, we are unable to issue refunds or transfer charges to a new card for those transactions.

To update your payment information for future public charging sessions, please follow these steps:

Log into the Ivy Charging Network 2.0 app.
Navigate to Payments.
Add a new payment method.

NOTE: If you had an existing payment method, you can delete it after adding a new payment method. Now all future sessions will be charged to this new payment method.

Happy charging!

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I lost my RFID card. What do I do?

1. Report the card.

2. Deactivate your RFID card in the app.

3. Activate your new RFID card.

Helpful articles.

How do I activate my RFID card?

How can I order an RFID card?

How to troubleshoot for public charging

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How do I activate my RFID card?

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