Frequently Asked Questions

We've assembled a collection of commonly asked questions to furnish you with more insights about our company, the services we offer, and further details on EV charging.


If you still can't find an answer to your question on the list below, why not try our virtual assistant? Click the icon in the bottom right corner of your screen to start chatting!

Alternatively, you can give our Customer Service guys a call at 1-800-775-5759,  drop us an email at info@hwisel.com or just visit our Contact Us page to leave a message.

Charging At Home

A:  90% of charging happens at home. Home chargers offer extremely fast charging times, up to 10 times faster, as opposed to a regular 120V outlet. Freedom to drive anywhere at any time without being concerned with finding a commercial charging station. Imagine the safety, reliability, and convenience of having your own personal fueling station in your garage.

A:  Complete our "Home Charger Installation Quote” form, hit submit and that is, it is that EASY! The form will provide us with your contact information and what is needed for us to provide you an accurate estimate.

A:  Licensed electricians are qualified to install a charger. However, chargers and EVs (Electric Vehicles) are new, and experience in this area is important for an effective installation. Consider that when it comes to electric appliances, car chargers are unique. When you plug in your car the charger will be drawing the maximum power available for many hours. This type of continuous load requires a specialized design to provide optimal performance and long-term reliability.

A: We aim to provide timely responses to customer inquiries, both online and over the phone. Typically, we strive to get back to customers on the same day, often within just a few hours of receiving their request. When scheduling home visits, we ask customers to visit our website and fill out our online form. This allows our electricians to have some background information, and if the details are complete, they can even quote based on the Home Installation Request provided.

A: We've perfected our installation process, partnering with licensed electrical contractors skilled in setting up our top-notch EV charging stations. Our priority? Aligning with companies renowned for their excellence and unwavering customer satisfaction record.

As for the installation warranty, yes, it is provided by our company. We stand behind the workmanship of our chosen contractors and the reliability of our hardware. In the event of any installation-related issues or defects, customers can rely on our warranty to ensure that any necessary repairs or corrections are promptly addressed, giving them peace of mind and confidence in our charging solutions.

You can find information about the range, charging speeds in comparison, plug type and max alternating current (AC) & (direct current) DC power capability of some electric car models here: BEV in US

A:  Generally, the guidelines are in Canada: 1. Electrical Permit 2. Licensed electrician 3. Approved
equipment. However, the National Fire Protection Association (NFPA) recently updated its guidelines to include the requirement for sprinklers. For more information about EV charging station installation, visit the Electrical Safety Authority website.

A: Optimizing your EV charger's health is more than extending lifespan; it upholds a constant, reliable power source. Regular maintenance can help to avoid failures, boost efficiency, and support the overall performance of your EV charging.

Benefits of Systematic Maintenance:

Efficiency Boost: Prevents minor issues, keeping optimal capacity.
Extended Longevity: Well-maintained EV chargers last longer, saving on replacements.
Enhanced Reliability: Consistent inspections reduce the risk of breakdowns, providing a positive charging experience.

Similar to health check-ups, efficient charging requires regular checks. Look for damage, odd noises, or abrupt changes. Proactive assessments save time, money, and prevent flat battery surprises. Watch for significant alterations in charging time or behavior—potential indicators of charger or vehicle battery issues. Stay vigilant!

To learn more about other tips and tricks click here.

A: Consistent cleaning is crucial to maintain the efficient operation of your EV charger.

Ensure the unit, cables, and connections remain free of dirt and dust, as unchecked grime can hinder operations and shorten the charger's lifespan.

Cleaning Tips for Your EV Charger:

Avoid Harsh Chemicals: Refrain from using strong cleaning agents; instead, opt for a damp cloth to wipe down the unit and cables.

Regular Dusting: Use a small, soft-bristle brush to reach and clean tiny crevices where dust accumulates.

Avoid Water: Do not use water directly on the charger to prevent potential damage.

A: Cables deliver valuable power, and their condition significantly influences the outcomes of the charging process.

Maintain cables neatly wound and stored away from sharp objects, adverse weather, and foot traffic. Steer clear of tight bends or kinks that may harm the internal wires. It's essential to note that a damaged cable is more than an inconvenience; it poses a safety hazard and requires immediate replacement.

Cable issues often arise from either neglect or inadvertent accidents. Therefore, take a moment after each charging session to invest time in properly storing your cable, minimizing the risk of potential mishaps.

A: Keeping up with recent updates ensures your charger benefits from manufacturer enhancements or fixes.
The importance of software updates:
Improved Efficiency: Similar to smartphone updates, these aim to boost overall performance and charging efficiency.
Safety Measures: Some updates include enhanced safety features, safeguarding both the charger and your EV.
Feature Enhancements: Updates often bring added features or improve existing ones.
Ensure your EV charger stays connected to home Wi-Fi for seamless updates or enable automatic updates for a hassle-free experience.

A: Despite your best efforts, occasional issues may arise necessitating professional intervention, be it a notable decline in charging speed, a malfunctioning unit, or a cable in need of replacement.

It's crucial to note that any maintenance beyond basic cleaning and physical checks should be entrusted to professionals. Attempting DIY fixes can lead to charger damage, harm to your vehicle, or even personal injury.

Safety must remain the foremost concern when dealing with electrical appliances, particularly an EV charger.

A: Our chargers come with either IK08 or IK10 protection. Think of IK ratings as a way to measure how well something can handle being bumped or hit. These ratings basically tell us how strong the charger's defense is against outside forces. It's like a score that shows how tough the charger is to withstand any accidental knocks or resist vandalism and weather conditions impacts.

Hence:

IK08- Protected against 5 joules of impact (the equivalent to the impact of a 1.7kg mass dropped from 300mm above the impacted surface);

IK10- Protected against 20 joules of impact (the equivalent to the impact of a 5kg mass dropped from 400mm above the impacted surface).

To learn more about the IK protection rating, click here.

A:  Rebates and incentives are constantly changing. Please reach out to us when you are ready to purchase.

A:  Vehicle manufacturers recommend that you plug in your vehicle any time you are parked. This allows you to maximize your range as well as the life of the battery. However, for daily driving to and from work, shopping, etc. it is not necessary. With a home charger you can avoid public charging stations, their cost, for lower at home rates that may include time-of-use rates during off-peak hours.

A:  Each installation is unique and varies among customers. The national average ranges from $500- $2,500, and is influenced by the factors such as the age of your home, the location of your charging station, utility involvement, permitting costs, etc. Fill out our Home Installation Quote request form to get your free customized quote today.

A:  The best way to answer this question is to provide our office with information on your home electrical panel. Our qualified electricians will evaluate your home capacity including the load calculation. 

A:  That entirely depends on how much you drive and the mileage that your EV (Electric Vehicles) has. Generally, estimates for an average driver are $30 per month with home charging.

A:  Most car batteries can be fully recharged using a Level 2 home charging station in as little as 2-3 hours but from empty this may take hours.

A:  There are hundreds of charging stations available on the market today. You rely on us, our knowledge, and expertise to recommend an appropriate charger. You have just spent thousands of dollars on an EV, cutting corners on your EV charger is not something you should do.
Consider quality, speed, reliability, service, and obsolescence.

Commercial Charging

A: Yes, they provide a standard vehicle connector acceptable on all vehicles in North America. However, some commercial charging stations are Level 3, or DC, type stations. In this case some older EV or those without a DC connection port will not be able to us a Level 3 charger.

A: Incentive programs are available but change often. Please call our office to get more information.

A:  There are many reasons to install chargers in an apartment or condominium such as: doing your part to help the environment, enhance the value of your property, attracting new owners/tenants, meet the demand from existing owners/tenants. Finding the right partner to work with is a key. Ensure they are qualified and have programs that help you manage the cost and administration challenges that come with installing chargers in an apartment or condominium building.

Regardless of the number of chargers the electrical supply of the building will limit how much power is available. The first step is to start with a building load calculation and then decide how many chargers the building can support. If the building can handle 300 EV Charging stations then that is fine from an electrical safety perspective.

A:  Fortunately, many of today’s charging stations are ‘Smart’ chargers which make their management easier. However, this is not something that a commercial property owner can manage on their own, even if they purchase smart chargers. Charge points operators (CPO), such as Hwisel, are uniquely qualified to provide charger management services from administration, billing, reporting to services.

A: Open-Source software. We offer our chargers built with OCPP 1.6 and OCPP 2.0.1. (Open Charge Point Protocol). Our Premium Smart residential chargers and most our commercial chargers come preinstalled with OCPP version 1.6. However some have also version 2.0.1 open-source operating software. Customers are free to choose the smart service provider to meet their needs best.

A: Yes, we are a Canadian company with a USA subsidiary.

A: For the privacy of our customers this would not be possible.

A: Hwisel offers several services designed to meet the various needs of commercial and residential customers. You may choose to enroll in these additional services for a fee.

A: All subscriptions are month to month. There is no cancellation fee unless you have an equipment and/or installation subscription. In this case you must payout the remaining un-depreciated value.

A: If you are not happy, we will take back the charger within 30 days, in its original packaging and resale condition.  If we provided installation services, then this in non-refundable.

A: We would be happy to provide a written quote upon request.

A: Yes, the cost of subscriptions can go up to cover increases due to inflation or operating costs.

A: Dual chargers, in our opinion, do not offer any benefits for owners or users. We don’t suggest dual chargers. These systems often don’t provide the same charger output on each charger, one is often slower than the other. They can also go offline or go down together leaving the owner without backup. In our view its best to have two separate units.

A: We offer several options for guest users including access to our mobile app. They can download our app and setup an account, or if they prefer simply to scan a QRC code, they need to provide their credit card information and the charger will be activated.

A: We would bill the user, collect the money, and provide the condo corporation (or Host) with a report monthly. We would transfer the funds each month to your account.

A: You set the prices. You get 100% of the proceeds net after CC fees.

A: If you need access, then we can build a custom dashboard for you. It will depend on what data you want to see. However, without access to live data we would typically deliver weekly reports that indicate how often the chargers are being used.

A: Yes. You can also allow visitors to use the chargers but at a different rate. 

A: No, they would be private. 

A: The corporation or host do.

How to Maintain Your EV Charger

Maintaining an EV charger requires a multifaceted approach, including regular inspection, cable care, cleanliness, software updates, and timely expert assistance. Charger longevity and efficiency directly depend on your efforts. Consistent care and proactive measures ensure your electric vehicle stays always charged up and ready for the ride. Learn more at: