Your contact to us

If you want to complain about products, please fill out this form. It is of great concern to us to process your complaint quickly and efficiently in order to avoid unnecessary waiting times.

Complaint form

First name

Last name

Address

Address line 1

City

Postal code

Phone number

E-mail

From which dealer/contract partner was the wallbox purchased?

Part number ("Item No."). You will find the item number on the type plate on the side of the wallbox.

Heidelberg Wallbox Energy Control Amperfied Wallbox connect.home
Heidelberg Wallbox Home Eco

Serial number ("SN" or "Serial No."): You can find the serial number on the type plate on the side of the wallbox

Heidelberg Wallbox Energy Control Amperfied Wallbox connect.home
Heidelberg Wallbox Home Eco

How was the wallbox operated?

1-phase

3-phase

Has the wallbox ever charged?

Yes

When did the error occur?

During the charging process

After charging

After how many days/weeks/months did the error occur?

What brand is the electric or hybrid vehicle?

What is the model of the electric or hybrid vehicle?

What is the year of manufacture of the electric or hybrid vehicle?

Which drivetrain does your vehicle have?

Hybrid

Full electric

See the figure below: At which setting is the rotary switch? Has the rotary switch (S1 and S3) on the lower board been set to the correct value for max. current limitation in the de-energized state?

Heidelberg Wallbox Home Eco (S1) Amperfied Wallbox connect.home (S3)
Heidelberg Wallbox Energy Control (S1)

Please upload your invoice here

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Potential reasons for the failure of the wallbox? (For example, after a thunderstorm, power failure, etc.)

Which of our products is it?

Heidelberg Wallbox Home Eco

Heidelberg Wallbox Energy Control

Amperfied Wallbox connect.home

Amperfied charger compact.lite

Please provide us with information on the error pattern of your Heidelberg Wallbox Home Eco. You will find information on faults in the operating instructions under "Diagnostic options".

Does not light

Constant green

Constant yellow

Constant red

Flashing yellow (steady/slow/fast)

Flashing yellow/red

None of the above. My problem was not listed

If "does not light up" is ticked, please send us a photo of the section of the circuit board of your wallbox marked in red.

Upload here

Select file

If your problem is not listed, please describe it to us

Please provide us with information on the error pattern of your Heidelberg Wallbox Energy Control. You will find information on faults in the operating instructions under "Diagnostic options".

6x flashing white, pause, lights blue (3s), pause

6x flashing white, pause, 3x flashing blue (50% on, 50% off), pause

6x flashing white, pause, 3x flashing blue (90 % on, 10 % off), pause

6x flashing white, pause, 3x flashing blue (10 % on, 90 % off), pause

6x flashing white, pause, 6x flashing blue, pause

The Heidelberg Wallbox Energy Control shows no operating function

None of the above references

If you operate an Energy-Control as a stand-alone device, no settings need to be made on the control board (upper circuit board). Make sure that only the rotary switch (S1) on the main board (lower board) has been set to the required current value in the de-energized state.

Does the problem still exist?

yes

Fantastic! Then we wish you a lot of fun with your wallbox. Sending the complaint form is therefore not necessary. It saves you nerves and us a guilty conscience.

To be able to help you, we need a look at the circuit board of your wallbox. Please take a picture of the section marked in red and upload it.

Upload here

Select file

Other reason (error code not listed)

Please describe the blink code of the status LED of the wallbox. You will find information on potential solutions in the operating instructions. If the problem persists, simply click on "Submit Form" and we will get back to you in a timely manner.

Please describe the blink code of the status LED on the communication module. You will find information on potential solutions in the operating instructions. If the problem persists, simply click on "Submit Form" and we will get back to you in a timely manner.

Before disassembly and return, please check the following points to exclude a possible error of the installation:

Has the rotary switch (S3) on the lower circuit board for maximum current limitation in the de-energized state been set to the correct value? (Note: For Renault Zoe, Smart, Renault Twingo, Peugeot 208, Opel Corsa-e, at least position 2 must be selected or at least 10 A).

yes

Okay. Then please just click on "Submit Form" and we will get back to you in a timely manner.

Please set the rotary switch (S3) on the lower board to the correct value. Does the problem still exist?

The problem still exists, but you'll work it out.

Problem has solved

But of course. Simply click on "Submit form" and we will get back to you promptly.

Fantastic! Then we wish you a lot of fun with your wallbox. Sending the complaint form is therefore not necessary. It saves you nerves and us a guilty conscience.

My problem was not listed

If your problem is not listed, please describe it to us

Is the power cord plugged in properly, does the outlet have power, and is the disconnect properly connected (Mode 2 Universal only)?

yes

Do any of the following error messages appear?

1. overheating of the charger

2. overheating of the mains plug

Charger overheating

Overheating of the mains plug

None of them

Do any of the following error messages appear?

1. fault in the vehicle

2. error in the charger

3. fault in the house installation

Vehicle error

Charger error

Fault in the house installation

None of them

The vehicle seems to be the problem. Please check the plug connections between the vehicle and the mobile charging station.

In case of repeated occurrence, please contact the automotive workshop of your confidence.

We cannot help you with this, therefore it is not necessary to send the complaint form .

The charger seems to be the problem. Please check the plug connections of the mobile charging station first.

If the problem has occurred repeatedly, you have come to the right place. Click on "Submit form" and we will get in touch with you as soon as possible.

The power source seems to be the problem. Please check the plug connections between your house connection and the mobile charging station.

In case of repeated occurrence, please contact the electrician you trust.

We cannot help you with this, so it is not necessary to send the complaint form.

Do any of the following error messages appear?

1. fault in the vehicle

2. error in the charger

3. fault in the house installation

Vehicle error

Charger error

Fault in the house installation

My problem was not listed here

The vehicle seems to be the problem. In case of repeated occurrence, please contact the automotive workshop of your confidence.

We cannot help you with this, so it is not necessary to send the complaint form.

The house installation seems to be the problem. Please contact an electrician you trust in case of repeated occurrence.

We cannot help you with this, so sending the complaint form is not necessary.

If your problem is not listed, please describe it to us.

I have read, understood and accepted the privacy policy.

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