Mobile | Nexxtender solution

Due to their special Bluetooth chip settings, recent phones may have some difficulties connecting to other devices via Bluetooth. The smartphones behaving in such a manner identified so far are:

• Huawei P20
• Xiaomi Note 10
• Samsung S20

Situation

I enter the Serial Number of the device successfully, the Bluetooth pairing process does not go through to enable the connection.

Go to the App store (iOS) or Google Play (Android) and download the app Nexxtmove. Make sure the bluetooth and the WIFI or 4G is enabled on your smartphone.

Then follow the next steps:

1. Open the app and click Sign up

2. Choose your language

3. Accept the conditions

4. Fill in your account data

5. Choose your device and fill in the SN number (located on the sticker underneath the device)

Completing Bluetooth pairing between your Mobile and your smartphone:

Open your app and sign in then follow the next steps. Make sure your smartphone’s bluetooth is turned on and the device is plugged in without charging your car.

The bluetooth pairing can only be done with a Mobile Black or Red.

1. Click on the device

2. Click on 'Link my device'

3. Accept the conditions

4. Your smartphone will now connect to your device

Situation

You have plugged in your device; it has turned on and you are paired to your device, but the synchronization of your data is not working.

Possible causes

• You are not in range.
• You have disconnected your bluetooth connection.
• Your device is not plugged in.

Remedy

1. Stay in proximity of your charging device and click sync.
2. Go to your phone's Settings and turn on your Bluetooth. Try to disconnect and reconnect to your charging device and then click sync.
3. Make sure that your device is correctly plugged and that it turns on.
4. Make sure you have the latest software version

Condition

Your device does not appear as Paired on the Nexxtmove App.

Possible causes

• Someone else is already paired to that specific device
• Your Mobile provider is already registered on your account, please see with your Mobile supplier, leasing company
• The device is off
• The device is out of range when trying to pair

Remedy

Make sure that nobody else is paired to that device. If not, pairing can be done via the app Nexxtmove (Apple store and Google Play).

Other possible cause

• The device is off, make sure that your device is plugged in
• The device is out of range when trying to pair, make sure that you stay within 2 meters of the device.

Situation

Your device does not appear:

• In the My chargers screen on Nexxtmove
• In the My Devices list of the app

Possible causes 

The steps to a successful registration were not completed. After successful registration, the device should appear on the Nexxtmove platform and in the app.

Remedy

Make sure that you have followed all the instructions for registering your device. See Register a new charging device on page 10 for more information.

Other possible cause

Someone else is already registered to the device.

Remedy

To make sure that nobody else is registered to your device, contact your fleet manager or leasing company.

Check in Nexxtmove management if the device has no owner. If needed, reassign the device to the correct owner.

Situation

You cannot sign in to Nexxtmove because you do not remember your password.

Remedy

1. Go to https://nexxtmove.me/portal/login
2. Tap 'I forgot my password'
3. Enter username
4. Tap 'I forgot my password'

Result: A link to create a new password will be sent to the e-mail address linked to the account.

Tip: If you do not receive an e-mail, please check the junk/spam mail folder before contacting your supplier.

1.On the online platform.

• Go the website www.nexxtmove.me/register to create an account
  

• Select your language
  
  
• Accept the conditions

• Fill in the profile information

• Choose your device

• Choose whether your Mobile has SN and SF reference or just SN (on the sticker underneath the device)

• Save your profile

Situation

• I have some of my charges at 0 kWh.

• Consumption is too high/low

Possible cause

Hardware issue

Remedy

If it’s a Mobile Black or Red, please verify that the latest firmware version is installed. Otherwise, check the charges on the user’s Nexxtmove account. If a lot of charges seem strange or faulty, please contact the Support Center.

Situation

Some charging sessions are detailed but others are not.

Possible cause

The Mobile uses the Sigfox network to transfer consumption data to Nexxtmove platform. You may be charging in an area with little or no coverage and data transmission may be affected.

Remedy

1. Your device can transmit data in the hours following the charging session. If possible, wait until your Mobile is in a covered area.

! Notice: Nexxtmove will then receive only the total consumption with the corresponding timestamps. It will report it on your dashboard as a quantity of electricity, with no details. In other words, between the previous reported charging session and the last reported one, there may have been several sessions. But since the online platform did not receive the details, it will report it as one unique charge session. Nonetheless, the total amount of energy is still valid and ensures the reimbursement process stays valid too.

2. Your device can send charging session data to Nexxtmove via your phone’s BLE connection through a synchronization.

Situation

The consumption data are not shown on Nexxtmove.

Possible cause

The Mobile uses the Sigfox network to transfer consumption data to Nexxtmove. You may be charging in an area with little or no coverage.

Remedy
1. Your device can transmit data in the hours following the charging session. If possible, wait until your Mobile is in a Sigfox covered area. You can find the actual Sigfox coverage on the following link.

! Notice: Nexxtmove will then receive only the total consumption with the corresponding timestamps. It will report it on your dashboard as a quantity of electricity, with no details. In other words, between the previous reported charging session and the last reported one, there may have been several sessions. But since the online platform did not receive the details, it will report it as one charge. Nonetheless, the total amount of energy is still valid.

2. If no charges come through, please take the mobile in your car cabin after a charging session while driving to work or mall.

3. Your device can send charging session data to Nexxtmove via your phone’s BLE connection.

Situation

The Red led is blinking after a firmware update.

Cause

The internal clock is not synchronized.

Remedy

1. Please unplug and replug your Mobile in the power supply. 
2. Please use the app to synchronize the clock and start a new charge with your car. All parameters should go green.
3. If the problem persists, please contact the Support Center.

Situation

• I cannot switch between turtle and rabbit mode
• Auto switch between turtle and rabbit mode

Possible cause

High sensitivity of the buttons, especially if the Mobile lies on its back (buttons towards bottom)

! Notice: Mode can’t be switched during charging session

Remedy

Unplug and plug your Mobile back in.

The device doesn't memorise the last speed setting (turtle/rabbit). When you plug in the device, it always resets in rabbit mode.

If the button problem persists, please the Support Center.

Situation

My plug connector doesnt fit in my car’s plug.

Possible cause

• Connector is damaged
• Wrong type of connector (T1 vs T2 type connector)

Remedy

1. Make sure the condition of your connector is ok (no sign of burning)
2. If the connector is damaged or if this is the wrong type of connector, contact your Mobile Black smart cable provider.

Situation

• My Mobile is plugged in and led are lit up but my car doesnt charge.
• My Mobile is plugged in and at least 1 led is red.

Possible cause

• The hardware of your Mobile could be faulty
• Water infiltration
• Residual Current Monitoring is activated due to an electricity loss

Remedy

1. Make sure your electrical installation follows the legal requirements
2. If the problem persists, contact the Support Center

Situation

Plugging in your Mobile triggers the circuit breaker and shuts down the power of your installation.

Possible cause
The Mobile can consume from a minimum of 6 A up to a max of 10 A. If your electrical circuit is already loaded with another electricity-consuming device (washing machine, dryer, cooking plate, etc.), the electrical circuit will be overloaded, and the circuit breaker will be activated to protect your electrical installation.

Remedy
1. Make sure your electrical installation complies with legal electrical requirements
2. You can easily reduce your power consumption:

• Use a plug on a separate circuit or on a circuit which does not have other electricity-consuming sources.
• If not done already, reduce the consumption of your Mobile by selecting slow charging instead of fast charging (see How to change the charging speed (User manual p. 11). Slow charging consumes less current (6 A on each phase).

3. Charge your electric vehicle when there are fewer electricity-consuming devices connected, for instance at night.

4. If the problem persists, contact the Support Center

Situation

There is no power in your Mobile Black. When plugged in, the LED of your Mobile Black is off, and the device does not emit any sound.

Possible cause
The charging device is not connected correctly to the plug.

Remedy
Connect your Mobile correctly.

Other possible causes

- There is no power in your electrical installation.

- The circuit breaker or the residual current device is activated due to a fault.

1. Check your circuit breaker and residual current device. They are the electrical protection components of your installation. In some situations, they turn off and shut down the power of your installation to protect it. If one of your electrical protections is off, check that no high consumption device is turned on and turn your electrical protections back on before connecting your device again.
2. If the problem persists, contact the Support Center