Step 1: Basic check – charging is not working at all
Before taking any further steps, please check the basic setup first:
Correct product? Make sure you are using the right LOCIO product for your situation:
LinkOne is plugged between a fixed Type 2 cable at the charging station and the vehicle.
LinkTwo is plugged between the charging station socket (Type 2 outlet) and a mobile charging cable.
Mixing up the two devices is a common source of issues.
Check the plug connection: Make sure the LOCIO plug is fully and firmly connected – on both the charging station side and the vehicle side. Try unplugging and plugging it back in several times.
Check the Type 2 locking mechanism: Verify that the Type 2 connector is correctly locked – the connectors have openings on the sides for the automatic locking mechanism.
Inspect the connector contacts: Check all contacts for dirt, corrosion, or visible damage. If necessary, carefully clean them with a dry cloth.
Charging station error message: If your charging station displays "Connect charging plug" or a similar message even though everything is correctly plugged in, the issue may be related to phase switching (→ Step 3b).
Safety notice: Never use force to remove a plug. Always end the charging session at the vehicle or charging station first. The device must be fully de-energised before it is disconnected. Repairs must only be carried out by the manufacturer.
Step 2: Check for a beep at the start of the charging session
The beep is the most important diagnostic signal from your LOCIO cable:
One short beep when plugging in → The device is active and starting the charging session. Continue with Step 4.
No beep → The device is not receiving power, is deeply discharged, or needs a reset. Continue with Step 3.
Repeated beeping (e.g. 3x per second) → The device requires an internal inspection. Please contact LOCIO Support.
Step 3: No beep – possible causes
a) Deeply discharged internal battery (especially LinkTwo)
The LinkTwo has an internal battery that charges only during an active charging session. If the battery is completely drained, the device will not start and will not be visible via Bluetooth.
Solution:
Connect the cable fully (charging station → LinkTwo → vehicle).
Leave the cable connected for at least 30 minutes to allow the battery to charge sufficiently.
Then attempt to start a charging session again. You will hear the beep once the first successful session begins.
Note: If your vehicle charges fine directly at the charging station but not with the LOCIO cable in between, this may also be caused by a drained battery or by phase switching (→ Step 3b).
b) Automatic phase switching active on the charging station
LOCIO devices do not support single-phase charging via Phase 2 or 3 without using Phase 1. Many modern charging stations have an automatic phase switching feature – if this is active and a charging session is not initiated via Phase 1, the LOCIO cable will not detect any power.
Consequences of active phase switching:
The cable does not beep and does not start a charging session.
Individual charging sessions may not be recorded with the correct date and time.
However, the consumed kilowatt-hours are registered by the internal energy meter and will be captured in the next charging session via Phase 1.
Solution: Disable the automatic phase switching in your charging station's settings. If you need assistance with this, please contact your charging station manufacturer or LOCIO Support with the following information:
Charging station manufacturer and model
Vehicle make and model
Any special installation (PV system, battery storage, energy management system)
c) Device needs a reset – full discharge (LinkOne v2 only)
This applies exclusively to the LinkOne v2, identifiable by its non-transparent housing. It typically occurs when a user has been charging without issues for an extended period and suddenly no charging sessions are being recorded anymore.
In this case, the device may have entered a blocked state from which it cannot recover as long as it is receiving power.
Solution:
Disconnect the cable completely from the charging station and the vehicle.
Leave the device completely unused for 4 days to allow the internal battery to fully discharge and the device to reset itself.
Reconnect the cable afterwards and start a new charging session.
Step 4: Establishing a Bluetooth connection (LinkOne / LinkTwo)
If the device cannot be found via Bluetooth in the LOCIO app:
Keep the charging session active: The LOCIO device must be powered to be discoverable via Bluetooth. Make sure an active charging session is running before attempting to connect.
Stay close to the device: Hold your smartphone in the immediate vicinity of the cable (less than 2 metres) when connecting.
Is Bluetooth enabled? Make sure Bluetooth is turned on on your smartphone.
Check app permissions: Verify that the LOCIO app has the required Bluetooth permissions (Settings → Apps → LOCIO → Permissions).
Use the latest app version: Make sure you are using the current version of the LOCIO app from the App Store (iOS) or Google Play Store (Android).
Reinstall the app: If none of the above steps help, delete the app and reinstall it.
Step 5: Error message in the LOCIO app
If the LOCIO app displays an error message (e.g. unable to log out, connection error):
Make sure you are using the latest app version.
Close the app completely and reopen it.
Restart your smartphone.
If the problem persists: take a screenshot of the error message and contact LOCIO Support.
Step 6: Cable transmitting errors or recording incorrect charging sessions
If the cable beeps repeatedly, the connection drops every few seconds, or unrealistic charging sessions are being recorded (e.g. many sessions in a single day, or very high kWh values over a very short period):
Please pause charging temporarily and do not create any further receipts.
Contact LOCIO Support with the device ID (6-digit ID on the back of the device) so the cable can be inspected internally.
In such cases, LOCIO will provide a return label and send the cable back after inspection and repair within 1–2 weeks.
Contact Support
If none of the above steps have resolved the issue, the following options are available:
In-app help: Open the LOCIO app and use the built-in help function – the most common issues are listed there with guided solution steps.
Dashboard help: Log in to the LOCIO Dashboard and open the support chat – this is where workflows are best set up for a quick resolution.
Email: Write to us at [email protected] with the following information:
Device ID (6-digit ID on the back of the device)
Description of the problem (What exactly is happening? Is there a beep?)
Charging station model and phase switching settings if applicable
Vehicle model
Screenshot of any error message (if applicable)
Our team typically responds within 1 business day.