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FAQs

What charge access do I have?

 

NEO offers two charging access modes. Plug and Charge, and Authorization. Plug and Charge is preset as the factory default, which means your wallbox offers free access to all EV drivers, so it is highly recommended to use in your private area. Authorization means every charging session needs to be started by RFID or APP.

 

 

Can I use the RAEDIAN Wallbox for charging the EV with a type 1 socket?

 

Yes.

NEO socket variants come with a Type 2 socket. If your EV comes with Type 1 or CCS1 inlet, we suggest you order socket variants and charge with Type 2 to Type 1 cable.

 

How should I decide between 11kW and 22kW charging power if I have a three phase electricity supply?

 

On Board Charger(OBC) of your EV determines the maximum AC charging rate, often measured in kW (kilowatts). Generally, 11kW wallbox is suitable for most mainstream electrical vehicles in the market. A 22kW EV wallbox considered as future-proof and getting more popular. If you purchase RAEDIAN NEO 22KW charger, setting the charging current in the app, you can set the full range of the charging power from 1.4kW to 22kW.

 

Which car models can I charge with the RAEDIAN Wallbox?

 

RAEDIAN Wallbox is able to charge all models of electrical vehicles (EV), plug-in hybrid electric vehicles (PHEV), and range-extended electric vehicles (REEV) of all automobile brands.
Do I need an electrician to install the RAEDIAN Wallbox?   Yes. You need an electrician for installation, as it should be connected to the electrical system by a certified installer. Which variant do I need, cable variant or socket variant?   Mostly it depends on your use case and scenarios. In households or private facilities, we suggest buying the tethered cable variant. If used in semi-public or public places, for example, shopping malls, hotels, or workplaces, we suggest you order a socket variant, which is more versatile for different cables with Type 1 or Type 2 charging cables.

What type of RCBO breakers should be picked for the installation of RAEDIAN Wallbox? Please see the below table on recommended RCBO breaker selection. Which size of cable should I use with the RAEDIAN Wallbox? Please see below table on recommend cable.

How do I stop charging?

 

You can stop charging by RFID card, RAEDIAN APP, or simply stop the charging in your EV, once the connector is unlocked on the EV side, you can unplug the cable.

How do I start charging?

RAEDIAN wallbox is preset with Plug and Charge mode. It means when wallbox installation is done, you just need to connect the EV and it will start charging immediately. You can also change to access mode in the APP to Authorization mode, then you can start charging by RFID card or via RAEDIAN APP.

Does my wallbox have to be connected to WiFi?

 

No.

With built-in Bluetooth, you can connect and control nearby RAEDIAN wallbox. If your wallbox has WiFi connectivity, it will enable you to have remote control and more features in the APP. If you choose NEO variants with 4G, your wallbox will have instant connectivity when installed anywhere with a 4G network.

Where can I see the charged kilowatt-hours (kWh)?

 

If you want to monitor the ongoing amount of delivered energy during a charging session, you can check the real-time energy delivered on OLED display or in the APP.

Does the RAEDIAN Wallbox have anti-theft protection?

 

Yes.

During wallbox installation, there are two security screws to tighten the wallbox at the top and bottom. Afterward, stick the security label on the top of the security screws for protecting your wallbox. Besides installation security, NEO socket variant will also provide anti-theft features for your charging cable, you can set Auto Lock or Always Lock in the APP to protect your charging cable.

Can somebody use my wallbox without my permission?

It depends on the charge access setting. If plug and charge access is selected, it means your wallbox offers free access to all EV drivers. So it is highly recommended to use it in your private facility. If authorization access is selected, nobody can use your wallbox except you give him/her an RFID card or approve charging via RAEDIAN app.

 

What benefits do I get if activate Home Balance?

  • Optimized Charging Speed: The system dynamically adjusts the charging speed based on real-time household current values. This ensures an optimal charging rate, preventing overloads and enhancing the efficiency of the charging process.
  • Grid Capacity Management: By monitoring and balancing the charging current, the system helps manage the overall grid capacity effectively. This can potentially eliminate the need for expensive upgrades to the home's electrical infrastructure.
  • Cost Savings: The optimized use of electricity during charging sessions can lead to cost savings for the user, as it minimizes the demand for additional grid capacity and reduces the risk of incurring extra expenses related to infrastructure upgrades.
  • Enhanced Safety: The system contributes to the safety of the household electrical system by preventing power trips and overloads. It ensures that the charging process aligns with the available capacity, minimizing the risk of electrical issues.

Do I need to install an external RCD?

Yes. You need to have an external RCD installed in the upstream. RAEDIAN Wallbox is compliant with IEC 62955:2018 with 6mA DC residual current protection integrated into the charger. However, an RCD/RCCB/RCBO, at least type A, characteristics C must be installed to provide the maximum protection of the electrical safety.

How do I maintain the wallbox?

Chargers do not need special maintenance. You are advised to check whether the charger and accessories such as the charging connector and cable are intact every six months.

Can I use NEO without app ?

 

Yes.

You can use NEO without APP. Every wallbox is preset with Plug and Charge mode without the need of authorization.

 

What is charger share?

 

It is to share limited charging access with your family and friends.

 

What is the warranty period for the RAEDIAN Wallbox?

Our standard warranty period is two years. Please consult local sales about

 

warranty policy.

If you want to buy extended warranty, please contact us via support@raedian.com

 

Questions supplementary

Tethered variant, socket variant

Single phase three phase usage

Longer charging cable

  1. RAEDIAN grants:

 

  • a 36 months manufacturer's guarantee for RAEDIAN Charging Stations sold in the territory of Europe.    
  • a 60 months manufacturer's guarantee for RAEDIAN Charging Stations sold in the territory of Norway.

 

 

against material and functional defects in accordance with the following conditions. The manufacturer's guarantee and statutory warranty period starts from receipt of the goods after the first purchase of the product from RAEDIAN or a reseller. The manufacturer's guarantee is in addition to the statutory warranty and does not limit it.

 

  1. The manufacturer's guarantee and the statutory warranty are only valid on presentation of proof of purchase stating the date of purchase.

 

  1. In the event of a manufacturer's guarantee or statutory warranty claim, the customer has to inform RAEDIAN immediately in text form to complain about the defect. In the event of a justified notice of defect, RAEDIAN is obliged to improve or replace the goods as soon as possible or to arrange this. In the (justified) case of the return of the defective product to RAEDIAN, during the first 3 months after sale (according to the date on the receipt), distributors can apply for the replacement of the whole chargers; and starting from the 4th month after sale (according to the date on the receipt), distributors are responsible for covering the shipping costs when sending back a defective charger to RAEDIAN EU warehouse. RAEDIAN EU will then send a refurbished or renewed unit and cover the delivery costs for its return. If, in the event of a guarantee or statutory warranty claim, it becomes apparent that the device needs to be replaced, the customer waives ownership of the previous device from the date of return shipment and the refurbished or renewed device simultaneously becomes the property of the buyer. This transfer of ownership also applies if, as a gesture of goodwill, a device is replaced outside the guarantee and warranty period at reduced conditions. In any case, evidence in the form of an invoice has to be provided. Before dismantling the product, always contact RAEDIAN technical customer support and wait for its decision on the further procedure for handling the service case. Repairs may only be carried out by the manufacturer RAEDIAN. For repairs not carried out by RAEDIAN, there shall be no claim to reimbursement of costs under the guarantee.

 

  1. In the event of incorrect storage, use or installation/mounting by the buyer/installer and resulting damage to the product or other technical defects caused by the buyer/installer, the guarantee and statutory warranty shall expire. In this case the buyer bears the shipping costs. This applies especially if the product is not operated with a special original adapter manufactured by RAEDIAN or is used for other purposes than those specified by the manufacturer.

 

 

 

  1. The manufacturer's guarantee and statutory warranty also expires in the event of any modification or opening of a RAEDIAN product or if there is no proof of installation by a qualified professional. (e.g. commissioning certificate)

 

 

  1. RAEDIAN shall make every reasonable effort to provide the operation the digital supplementary services in accordance with the representations in the operating instructions of the products, including but not limited to app and cloud functions. RAEDIAN does not, however, guarantee that these will always function error-free, fully available and without interruption. RAEDIAN does not provide any manufacturer's guarantee, statutory warranty or assurance for these digital additional functions, but will endeavor to provide a workaround or update to rectify errors or eliminate faults free of charge within a reasonable period of time following an error/fault report by the customer. The customer’s report can be made by telephone during RAEDIAN business hours, by e-mail to support@raedian.com or by using the contact form on the raedian website. RAEDIAN shall be entitled to apply restrictions for the elimination of errors/malfunctions and/or workarounds, as well as to postpone the elimination of errors/malfunctions until the release of an update. In order to fulfill this obligation, RAEDIAN is entitled to suspend the digital supplementary services due to planned or unplanned maintenance work, which is why RAEDIAN does not guarantee that the digital services will be available without restriction at any given time.

 

 

  1. Claims arising from this guarantee shall be governed exclusively by the law of the UK, excluding the conflict of laws provisions, in particular the UN Convention on Contracts for the International Sale of Goods.

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