Schneider Charge Support | Schneider Electric Canada

Schneider Charge FAQs

Account, Privacy & Security

You can follow these best practices to help protect your account:

Keep the Schneider Charge app up to date by enabling automatic updates from the Apple App Store or Google Play Store. Updates may include security improvements and fixes.
Use a strong, unique password and avoid reusing it across other services.
Do not share your username or password with anyone. Schneider Electric will never ask for your password.
Use trusted networks when accessing your account and avoid unsecured public Wi‑Fi when possible.

Uninstalling the app deletes the app and its locally stored data from your phone. Your Schneider Charge account and charging data are not deleted. You can reinstall the app at any time and sign back in to access your information again.

Before deleting your account, first remove your EV charger from your account.

To delete your account permanently:

Go to Menu (☰) > Settings > Privacy Settings.
Select Delete My Account.
Select Continue.
Read the instructions to remove your account and personal data.
Select Continue To Delete.

Note: Account deletion is permanent and cannot be undone. After it is deleted, you will no longer be able to access your data or create a new account with the same username.

To remove your EV charger from your account:

Go to Menu (☰) > EV Charger Details.
Select Remove Device.
Confirm by tapping Remove.

When you remove the EV charger:

• The EV charger is deleted from your account.
• You will no longer be able to control or monitor it through the app.
• Charger-related data (such as charging sessions, schedules, and tariffs) is permanently deleted and cannot be recovered.

Note: You can still charge your EV by plugging it in, but you won’t be able to use app features like monitoring and scheduled charging.

You should remove your EV charger from the Schneider Charge app when:

• You are deleting your account.
• You are replacing your EV charger with a new unit.
• You are uninstalling the EV charger from your home.

ZZ_Example description

To report vulnerabilities or suspicious activity:

• Make a report on the Schneider Electric Trust Center
• Contact technical support

Visit the Schneider Electric Trust Center and subscribe to security notifications.

Charger Setup & Connection

Turn the breaker for the EV charger off, wait 30 seconds, then turn it back on. When the LED is solid yellow, the Wi-Fi Access Point is available.

The EV charger's Wi-Fi Access Point must be activated before you can connect the app to the EV charger.

To connect:

Activate the Wi-Fi access point by turning the breaker for the EV charger off, waiting 30 seconds, then turning it back on.
Wait until startup has finished. When the LED is solid yellow, the Wi-Fi Access point is available.
In the Schneider Charge app, follow the onboarding process to set up your device.
When prompted, allow the Schneider Charge app to access your camera.
Scan the QR code on the right side of the EV charger to populate the EV charger details in the app.

To connect:

Activate the Wi-Fi access point by turning the breaker for the EV charger off, waiting 30 seconds, then turning it back on.
Wait until startup has finished. When the LED is solid yellow, the Wi-Fi Access point is available.
In the Schneider Charge app, follow the onboarding process to set up your device.
When prompted, allow the Schneider Charge app to access your camera.
Scan the QR code on the right side of the EV charger.
Select your 2.4GHz home Wi-Fi network from the list and enter your password.
Wait for the EV charger to join the Wi-Fi network.
After joining, the app adds the EV charger to your Schneider Charge account.

If the app can't connect to Wi-Fi, it will display a "Wi-Fi unavailable" status.

To troubleshoot:

Confirm that the EV charger is powered on.
Confirm that the LED is solid yellow.
Confirm that your home Wi‑Fi network is selected, ensure it is a 2.4 GHz network, and verify that the password is correct.

If you still can't connect, turn the breaker for the charging station off, wait 30 seconds, and then turn it back on. After startup is finished and the LED is solid yellow, try connecting to the Wi-Fi again.

If you still can't connect to Wi-Fi, contact technical support. You can still charge your EV by plugging it in, but additional app features are not available

ZZ_Heading

ZZ_Example description

ZZ_Heading

ZZ_Example description

Charger Status

Available to charge means your EV charger is ready to start a charging session. Plug in the charging connector to your EV. Charging will begin when your EV is ready.

Note: If your EV also has a charging schedule set in its own app or system, it may affect when charging starts. To avoid unexpected behavior, make sure schedules are configured in only one place or aligned between both systems

A charging schedule is active. Charging will start automatically at the scheduled time. Ensure the charging connector is plugged into your EV. A scheduled charging session can be manually overridden by tapping Charge Now at any time.

SmartAmp helps prevent electrical overload by monitoring your home's power usage and automatically adjusting charging speed. Charging speed may be reduced when:

Your home's electrical demand is high.
The EV charger temperature is above the normal operating range.

Charging will return to normal when there is less demand for electricity in your home or when the EV charger temperature returns to its normal range.

When is SmartAmp active?

Load-Related: SmartAmp reduces charging speed when your home's power usage is nearing panel capacity.
Temperature-Related: To help prevent overheating, charging speed may be reduced if the EV charger ambient temperature exceeds 95°F (35°C).

Your charging session has ended. This can happen when:

Your EV is fully charged.
A charging schedule (in the Schneider Charge app or your EV) has ended.
Charging was stopped remotely from the Schneider Charge app.

EV charger offline means your charger is not connected to the internet.

To troubleshoot:

Confirm that the EV charger is powered on.
Confirm that your 2.4 GHz home Wi-Fi network is available.

If the EV charger is still offline:

Restart the EV charger: Turn the breaker off, wait 30 seconds, then turn it back on.
After the EV charger restarts and the LED is solid yellow, wait up to 2 minutes. The charger will automatically try to reconnect to Wi‑Fi.
If needed, reconnect to Wi‑Fi:

• Select your 2.4 GHz home network
• Check that the password is correct

If the EV charger still doesn’t connect, contact technical support.

Note: You can still charge your EV by plugging it in, but you won’t be able to use app features like monitoring and scheduled charging.

Follow the guidance provided in the app. If the alert persists or the EV charger shows a blinking red LED, contact technical support.

• Blinking green and yellow: The EV charger is starting up

• Solid green: Available, ready to use

• Solid yellow: Wi‑Fi Access Point is active; EV charger available, ready to use

• Blinking blue and yellow: Initiating charge

• Pulsing blue: Charging in progress

• Solid blue: EV is plugged in; charging station standby or charging complete, or charging is scheduled. If SmartAmp is enabled, there may be no available charging capacity

• Blinking blue and green: Charging suspended by the EV

• Blinking red: Troubleshooting required. Contact technical support

• Pulsing yellow: Firmware update in progress

Refer to the Schneider Charge Homeowner's Guide for more details.

APC product resources

UPS Selector

Select the right UPS for your home, home office, small business, server room, or network closet applications.

UPS Replacement Battery Selector

Find the genuine APC replacement battery for your UPS.

UPS Buying Guide

Choose the best UPS battery backup to protect devices and stay powered during outages.

APC product resources

UPS Selector

Select the right UPS for your home, home office, small business, server room, or network closet applications.

UPS Replacement Battery Selector

Find the genuine APC replacement battery for your UPS.

UPS Buying Guide

Choose the best UPS battery backup to protect devices and stay powered during outages.

ZZ_Heading

ZZ_Example description

ZZ_Heading

ZZ_Example description

Charging & Energy Rates

In the Schneider Charge app:

Go to Menu (☰) > Settings > Energy Rates
Select Create New Tariff.
Enter your zip code.
If available, select your energy provider from the list.
Select your rate plan.
Select Continue.
Review and Confirm Rates.

If your energy provider is not listed after entering your zip code, you'll need to create a tariff manually:

Select Add your energy rates.
Enter a plan name, the effective date, and choose a tariff type. (Note: Tariff type cannot be changed after it is saved.)
Select Continue to create a manual tariff.
Define the Seasons for your rate plan by setting start and end dates. You can add, delete, or customize seasons.
Select Continue.
Enter your energy price for all required fields.
Select Continue.
Review and Confirm Rates.

In the Schneider Charge app:

Go to Menu (☰) > Settings > Charging Schedule.
Select Add.
Enter the schedule name.
Select the days of the week you want the schedule to run.
Select the start and end dates.
To activate the schedule, select Save.

To edit or delete a schedule, return to Charging Schedule and swipe left on an existing schedule.

Note: If your EV also has a charging schedule set in its own app or system, it may conflict with the schedule you create here. To avoid unexpected charging behavior, make sure schedules are configured in only one place or aligned between both systems.

When the Home screen shows “Available to charge”, plug in the charging connector to your EV. Charging will begin when your EV is ready.

When the Home screen shows “Charging scheduled,” a charging schedule is active. Charging will start automatically at the scheduled time. Ensure the charging connector is plugged into your EV. A scheduled charging session can be manually overridden by tapping "Charge Now" at any time.

You can stop charging in two ways:

Unplug the charging cable from your EV.
To stop remotely, tap “Stop Charging” on the Home screen in the Schneider Charge app.

Need help?

Product Selector

Quickly and easily find the right products and accessories for your applications.

Get a Quote

Start your sales inquiry online and en expert will connect with you.

Where to buy?

Easily find the nearest Schneider Electric distributor in your location.

Help Center

Find support resources for all your needs, in one place.

Schneider Charge FAQs

Account, Privacy & Security

App Permissions

ZZ_Heading

ZZ_Heading

Charger Setup & Connection

ZZ_Heading

ZZ_Heading

Charger Status

APC product resources

APC product resources

ZZ_Heading

ZZ_Heading

Charging & Energy Rates

Support

Company

Product Resources

Quick Links

Partners

Industries

Insights
opens new tab

Accessibility