Onboarding
FAQ

SWTCH-approved hardware undergoes rigorous testing to guarantee compliance with OCPP standards and ensure reliable performance. This meticulous testing process provides a positive experience for both customers and drivers, ensuring seamless functionality and optimal reliability.

At SWTCH, we take pride in offering round-the-clock live support, available 24/7/365, to ensure uninterrupted assistance for our customers. With a proven track record of maintaining 99% network reliability, we prioritize maximizing charger uptime. By ensuring a robust network connection, we enable remote monitoring, diagnostics, and efficient issue resolution. Our goal is to provide a seamless and dependable charging experience for all drivers.

The SWTCH Control Technical Form captures vital information regarding circuit capacity, charge specifications, and control settings. This comprehensive form ensures that chargers operate efficiently within designated electrical capacities. By accurately documenting these details, we can optimize the performance of the chargers while maintaining compliance with electrical capacity limitations.

The commissioning process ensures there is a robust network connection in place, that chargers are visible on the back-end of our network, and that no additional site visits are required to complete remote configuration of the chargers.

The Customer Onboarding Team requires 1-3 business days, depending on weekly installation volumes.  The Customer Configuration form provides all vital details needed in order to execute the Site Operator Agreement and configure the chargers including access rules and charging rates.  Delays can be caused if we do not receive the Customer Configuration Form or if the Site Operator Agreement is not in place – it is advantageous to introduce the Customer to our Onboarding Team early in the process.

You can locate both the charger ID and Network ID on the front of the charger unit. These identifiers are typically printed on a label and may include a serial number or QR code for easy reference during setup or support.

Look for one of the following indicators:

•  An LED light that is solid or blinking.
•  A screen display showing the word “Available”, which means the charger is receiving power

If there are no lights or display on the charger, ensure:

• The power terminals to the charger are properly installed 
• The circuit breaker or power source is turned on.

Look at the charger’s screen:

If you see an upside-down triangle icon (⋁) — this indicates the charger is successfully connected to Wi-Fi.

No triangle? That likely means there’s no active Wi-Fi connection.

Check the modem’s power. This is inside the Cellular Gateway enclosure.

• Ensure it’s plugged in and powered on.
• Verify that the modem’s status lights are solid.

Maintain proximity

• The charger must be within 80 feet of a wireless access point or Cellular Gateway if outdoors
• A clear line of sight between charger and wireless access point helpsensure a stronger signal.

Avoid using port 5 on the POE switch

Port 5 does not support power delivery, so connecting to it will prevent the Cellular Gateway or Wireless Access Points from receiving power. If the problem persists, you may need to:

• Restart the charger and modem.
• Check Wi-Fi credentials or perform a factory reset

Remove the Cellular Gateway’s faceplate by unscrewing the four corner screws. Inside, you’ll find a small grey box with status indicator lights. These lights provide key information about the modem’s current state:

• All three lights blinking simultaneously – the modem is initializing.
• Lights blinking in sequence (3-2-1) – the modem is searching for a signal from the station.
• All lights solid (not blinking) – the modem is powered and successfully connected to the internet.
• Make sure the lights are on—if none are lit, check the power supply to the modem.

If you see “SMALL SD: GiB” on the LED screen of the Lite-ON charger, power cycle the charger by flipping the breaker off for 5 minutes. If the error remains, please contact SWTCH support.

1. Check for the Wi-Fi symbol
2. Power cycle the charger
3. Make sure the serial number in the app matches the one on the charger
4. If the issue continues, reach out to support

1. Confirm the WAP is connected to an open PoE port and powered (steady green light).
2. Ensure it is installed within 80  ft line-of-sight of EV chargers and not obstructed by walls or other barriers.
3. Check the SSID (Wi-Fi name) on your phone—it should show “SWTCH”.

Yes, the certified electrician who installed the SWTCH EV Chargers must power on and commission the site with SWTCH.

For Wallbox chargers, update the firmware before setting the OCPP URL.

Please allow for 20–30 minutes to complete the checklist and verify charger connectivity if all equipment is powered on.

To commission your chargers without the SWTCH Install app, please click here to commission your chargers.

To bring your Wallbox charger online, you’ll need a smartphone or other mobile device, the Wallbox app installed on your device, your SWTCH Charger ID Labels. With these tools, follow the setup instructions in the Wallbox app to connect your charger to the network. Please refer to the following link.

No. Outdoor installations use a 208V-powered Cellular Gateway, which removes the need for a PoE switch and Wireless Access Points.

Pedestal Setup: Mount at the centermost pedestal, top-mounted, within 60 ft of each charger.

Wall Mount: Mount on the closest wall to the chargers, again within 60 ft line-of-sight.

Wall mount the gateway outside of the building. Ensure signal location is greater than -90dBM, and the CAT5/6 run to the PoE switch for power is within 250ft.