smart charge@home Frequently asked questions

Product

Please check the specifications of smart charge@home wallboxes on the smart Marketplace and choose the version suiting your requirements.

In some countries, the wallbox needs to be registered with the local power grid operator. For instance in Germany, installation of a wallbox with the charging capacity of more than 11 kW must be registered and approved by the grid operator, while installation of a wallbox with the charging capacity up to 11 kW only needs to be reported to the grid operator. Please check the local requirements for your country.

The smart charge@home wallbox works in offline mode and requires only the Bluetooth connection. Internet connection is not needed for wallbox.

The average charging speed with a single phase wallbox is about 15 Km per hour and with a three phase charger is about 45 Km per hour.

The typical charging time to fully charge the vehicle with an AC wallbox is between 3 to 10 hours. This time will depend on the vehicle’s battery capacity and the starting state of charge.

There are two types of smart charge@home wallboxes, with 7.4 kW, 1 Phase up to to 32A and 22 kW, 3 Phase up to 32A.

The cable length of the smart charge@home wallbox cable version is 5 meters.

The smart charge@home wallbox is made to be installed in indoor and outdoor environments. The IP rating of the wallbox is IP54.

The smart charge@home wallbox supports TT, TN, IT and Split-phase network connections. During the installation, the certified installer will make sure that the right network connections are used.

The maximum sound level of the smart charge@home wallbox is 45 dBA at 1 meter. This sound is coming from the onboard charger inside the wallbox.

The smart charge@home wallbox, has 30mA for AC and 6mA for DC current leakage detection. Besides having this detection, according to the local standards, usually it is required an upstream Residual Current Device (minimum type A).

The minimum required current by the smart charge@home wallbox is 6A.

The smart charge@home wallbox with 4G feature supports Nano-SIM M2M type SIM cards.

The smart vehicle already comes with a Type 2 to Type 2 model EV charging cable. Currently the charging cable can not be ordered separately and it will be available on the Marketplace in the future. If another charging cable is needed it has to be ordered elsewhere. The wallbox works with any type of Type2 to Type2 certified cable.

All the smart charge@home wallbox models are CE approved.

The Energy consumption of the smart charge@home wallbox in idle status is 4W for non display version and 4.6 W for the display version.

The display light of the smart charge@home wallbox can not be dimmed. It also can’t be turned off completely.

smart charge@home wallbox does not have a cable holder. The cable can be wrapped around the housing of the wallbox.

The smart charge@home wallbox keeps its settings and configurations. In case of a blackout, reconfiguration of the wallbox is not needed.

The smart charge@home wallbox comes with one RFID card. This card only works with the smart Terra AC Wallbox and can not be used in public spaces with other wallboxes.

subsidies may vary in different countries, regions, cities and they are subject to frequent changes. Customer needs to verify and request them by themselves preferably before purchasing the wallbox.

An ongoing charging session can be stopped by the RFID card which is inside the wallbox package.

The smart charge@home wallbox supports Modbus RS-485. The display version wallbox also supports Modbus TCP/IP.

This can be done by downloading the charging statistics history via the hello smart App. This feature is not currently available and is planned to be supported in the future via introducing a new sofeware and firmware upgrade.

The smart charge@home wallbox supports static and dynamic load management features. In case load management was agreed to be in the scope of installation, the configuration will be done by the insllation partner company during commissioning of the wallbox via TerraConfig App.

The C sticker is the fuel label indicating which type of EV connector is supported, either cable or socket. The C sticker can be easily removed but the local legislation needs to be checked first.

In case the PIN Code of the wallbox is lost, you need to contact the Customer Support team.

The PIN code which is found inside the installation leaflet is a unique code for each wallbox which is needed for connecting the wallbox to the commissioning App. Please hand it over to the installer during the wallbox installation and afterwards keep it in a safe place. The PIN code should never be lost.

Please make sure to select and purchase the most suitable bundle on the marketplace (wallbox with or without installation service/pedestal), because partial purchase or cancellation is not possible. Otherwise you will have to cancel your order and purchase the correct bundle including the installation services or pedestal again. You can cancel your order and get a full refund within 14 days from delivery.

Installation

The installation of the smart charge@home wallbox must be done by a certified installer.

smart charge@home wallbox package includes: the wallbox, fixing materials for wall-mounting, RFID card, drilling template, installation leaflet including the wallbox PIN code for the connection with TerraConfig commissioning App, smart leaflet with QR code to the ABB landing page, Simplified EU Declaration of Conformity, Warning page and Multi-language safety instructions.

Grid

During installation of the smart charge@home wallbox , the certified installer will make sure the wallbox is connected to the grid correctly.

The smart charge@home wallbox will be set to the maximum charging current capacity (permissible by the local utility) by the installation partner company. In Germany, the installation of a wall box with a charging capacity of up to 11 kW only needs to be reported to the power grid operator and authorization is not required.

Warranty

The warranty period for the smart charge@home wallbox is 2 years, from the date of installation.

Charging

If the smart charge@home wallbox has already been paired with the Hello smart App, the charging process can automatically start via bluetooth when the charging cable has been connected to the car. In addition, the authentication can also be done via RFID card.

The smart charge@home wallbox has certain protections according to the standards like overvoltage, undervoltage and overcurrent protections which will prevent damaging the fuse. In addition, in order not to blow the fuse, the installer will set the maximum charging current during commissioning with TerraConfig App. Besides that, the wallbox supports load management feature with an external smart meter and if it was agreed, it will be configured by the installer during commissioning.

After Sales

In order to figure out why the smart charge@home wallbox is not charging, the following questions needs to verified:
– Is the grid stable?
– Is the charging cable connected correctly?
– Any LED on the wallbox is red? If yes, check the error. – Any limitation set in the car?
– Make sure the car is not already fully charged.
– Make sure the charging cable/connectors are not damaged
Clear information needs to be provided to the Customer Support, in order to request an assistance.

In order to figure out why the smart charge@home wallbox is not charging, the following questions needs to verified:
– Is the grid stable?
– Is the charging cable connected correctly?
– Any LED on the wallbox is red? If yes, check the error.
– Any limitation set in the car?
– Make sure the car is not already fully charged.
– Make sure the charging cable/connectors are not damaged
Clear information needs to be provided to the Customer Support, in order to request an assistance.

In case the smart charge@home wallbox is a cable version and was received with a damaged charging cable, the wallbox will be replaced by a new one under warranty. ABB Customer Support needs to be contacted and they will handle the replacement order. If the smart charge@home wallbox is a socket version with an EV charging cable provided separately by smart, Customer Support needs to be contacted for a replacement. The charging cable can also be ordered elsewhere. The wallbox works with any type of Type2 to Type2 certified cable.

TerraConfig App is self-sign-up. Installers need to create their username and password and login to the App.

At the moment ordering extra RFID cards is not be possible. In addition to the RFID card which is found inside the wallbox package, you can also start the charging session via the Hello smart App.

App

The smart charge@home wallbox can be connected to TerraConfig App via the PIN code which is found inside the wallbox package.

Do you need further support?

Our team is here to assist you.