Learn what to check if you’re having trouble adding your charging station in the Zaptec App.
If the charging station is already set up elsewhere
If the app says "Failed to set up the charger", it means the charging station is already linked to another account or system.
What it means
One of these is likely true:
You removed your own access or deleted your Zaptec account.
Your CPO (charging point operator) created the installation and added the charging station without adding your use account.
You bought the charger second-hand or moved into a property that already has a Zaptec charging station.
The installer set it up without inviting you as the owner.
Someone else in your household added it first, and you also want access.
Your charging operator added it in the Zaptec Portal for use with their own app (OCPP).
What to do
- Ask the installer, CPO, or the person who set it up to add you as an owner in the Zaptec App. See how.
- If that is not possible, contact Zaptec Support.
If you’re out of Bluetooth range
You need to be close to the charging station to add it. Move closer and try again.
If the serial number is wrong
Even one wrong digit will stop the setup. Double-check the number on the charger’s label and try again.
If you're adding a Zaptec Pro instead of a Zaptec Go
Zaptec Pro and system chargers aren't added in the Zaptec App. They must be added in the Zaptec Portal, usually by the installer during the installation process. If you want to manage Zaptec Pro in the app, ask the installation owner to give you access.
Learn more about adding Zaptec Pro here.
Need more help?
Contact Zaptec Zaptec Support. We’ll help you get connected!
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