Industry best Support that keeps charging simple.

Xeal is an EV (electric vehicle) charging solution working primarily with commercial and multifamily buildings (where people live and work). We developed a patented technology that eliminates the need for IT infrastructure for EV charging and payments. In simple terms, where all other charging companies require internet connectivity or cellular data connection for their chargers to function, Xeal chargers can do everything completely offline. This guarantees 100% uptime as long as there is power going to the charger. It also saves clients tens of thousands of dollars by not having to install IT infrastructure, or worry about having to upgrade that infrastructure to accommodate grid demands.

Simply download the Xeal mobile app via the Apple App Store or Google Play store. The Xeal mobile app is called “Xeal EV Charging” and has a purple icon with a white helix.

Note: All users are required to add a payment method in order to start a charging session.

Xeal chargers use a patented technology called "Helix" that requires zero dependence on cellular or internet connectivity, allowing for completely offline charging. Since this technology uses the devices (mobile phone and charger) to communicate, the mobile app is required in order to initiate a session. Because of this, we do not offer charging initiation with an RFID card or credit card.

Since most Xeal chargers are privately owned and located in residential settings, we do not support a map dedicated to Xeal chargers. However, there are websites where drivers can locate nearby public chargers such as www.plugshare.com and www.chargehub.com.

Yes! Xeal chargers run on a patented technology called “Helix” that does not require internet or cell service to function. Helix can initiate a charging session, process payments, and track energy usage completely offline, so you never have to worry about losing connectivity or the chargers being offline.

No, Xeal does not offer a reservation system. Fun fact: Xeal's first iteration as a company was a charger reservation app. The problem we encountered was that there is no real enforcement mechanism for reservations (i.e. you pull up to charge at your time and someone is in that parking spot but may not be charging).

Penalizing drivers via fees, or getting a tow truck, can disincentivize EV adoption and doesn't solve the root of the problem, which is the need to increase the number of charging ports and greater access across communities.

That said, if you are finding that the chargers are constantly in use, please share that with us as well as the management office so we can help them plan for additional chargers.

If the location where you are charging requires an access code, you will see the message “Access Code Required” when you attempt to start a session. Access Codes can be obtained through the front office or leasing office staff at your property. Xeal is not able to provide access codes on behalf of the charger owner, as many locations require verification of residency in order to obtain the appropriate access code.

As long as the green "charging" light on the Xeal charger is on, the car is consuming energy (second light on the front of the charger). Your vehicle should also have some sort of notification or display that charging is in progress, such as on the smart dashboard inside the vehicle, or on the light next to the charging port.

NOTE: Just because the Xeal mobile app says a session is active, does not mean the vehicle is charging.

Unlocking and releasing the charging plug can be completed several ways depending on the vehicle make and model:

• Be sure you are pressing down on the latching mechanism/button on top of the charging handle while pulling the plug out of the port
• Some EVs feature a locking mechanism that prevents removal of the charging cable while the car is charging to stop bad actors from removing the cable mid-charge.
  • Be sure your vehicle is unlocked
  • Try turning on your vehicle if unlocking is unsuccessful
  • Check to see if there is a release button near the vehicle charging port or somewhere inside the vehicle

If you have unplugged your vehicle, but the Xeal app indicates you are still in an active session, you will NOT be charged for any additional session time. The charging session ends when the vehicle is unplugged. In the Xeal app, you can simply press the "I have unplugged" button to return to the home screen.

A charging session cannot be ended through the Xeal mobile app. The session will only end when the charger is unplugged from the vehicle.

Since Xeal utilizes a patented technology ("Helix") which allows for completely offline charging, Xeal chargers are not connected to internet or cell service, allowing for 100% uptime. However, because the chargers are not connected, sessions cannot be controlled remotely via the mobile app.

You can view your previous sessions and charging history any time by going to “Profile” at the bottom of the home screen in the mobile app, then click “Charging History.” From there, you can click into each session for more detail and a cost breakdown.

The charging rate will display when the Xeal app is open in bluetooth range of the charger(s), as well as after you have initiated a charging session and before plugging in. Simply tap to start your session, and once the charger is activated, the rate and any fees will be displayed on the pop up screen.

Xeal accepts all major credit cards. Payment is made directly through the Xeal app and a credit card must be added under the Payment section in order to initiate a charging session, even if charging is free at that location. To add a payment method, go to "profile" then "payment" then "add card."

If you see an error like "Payment Failed" or "Payment Cannot Be Processed," you will need to either add a new payment card, or if you have confirmed the existing card on file now has sufficient funds, you will need to delete and re-add this payment card. Xeal is not able to manually run or re-run a payment on a customer's behalf. Our secure payment processor, Stripe, retries failed payments 1-2 times a day, but should you need immediate resolution, you can try the steps listed above.

If you are unsure why a payment is failing, a Xeal support representative can look up the reason for the failed payment.

Sometimes the charging rate is higher at residential communities than at public charging stations to accommodate for the utility costs of the building as well as the fact that EV charging at home can be considered a premium amenity and convenience.

We recommend sharing this feedback with the leasing/management team as the charging rate is ultimately their decision. Xeal can provide this feedback to them on your behalf as well, and make any necessary recommendations.

If you feel you were incorrectly charged for a session, you can contact our team using the “Get Help” button under your profile, or emailing us at support@xealenergy.com. Please include the session date, payment amount, and a summary of why you feel the charge is incorrect. A member of our team will review and get back to you within one business day.

Most Xeal chargers are Level 2, 32A chargers with an average charging speed of 6.6 kW. There are also 64A Xeal chargers which output an average speed of 13.2 kW. Some Xeal charging locations are set up where two chargers share one circuit breaker, meaning the chargers may operate at half the charging speed(s) listed above.

Xeal's DPO (Dynamic Power Optimization) technology allows for faster, dynamic charging speeds when chargers are breaker sharing. When DPO is enabled, a charger will output the full charging speed when only one driver is plugged into a pair of breaker-sharing chargers, and will dynamically reduce the charging speed if another driver plugs into the other charger.

If you have successfully started a charging session with the Xeal app, but the charger will not initiate when plugged into the vehicle, be sure to check for the following vehicle settings:

• Charging Schedule
• Departure Time
• Charge Now
• Off-Peak settings
• Delayed Charging

If you have one of the following vehicle types, try turning these settings off and charging again to see if the car will now accept a charge:

• All Tesla models
• Ford MachE
• Mercedes EQS
• 2023 Nissan Leaf (or newer)
• Chevy Bolt
• Chevy Volt

If the above is unsuccessful, confirm whether any red LED lights are lit up or flashing on the front of the charger (Power Fault or Charging Fault lights). If so, the charger will require a breaker reset by the on-site team, or potentially a site visit from Xeal.

Xeal chargers respond to the car, but the car cannot communicate with the charger. Some EVs can be set to only charge to a certain percentage to encourage battery health (Ex: if the car is set to charge to 80% the charger will stop outputting energy at that point). Check your vehicle settings and charging limit, and confirm the car is set to receive 100% charge. Other settings such as "charging schedule" and "charge now" can cause the session to end abruptly, so those should be checked as well.

Xeal's energy reporting is accurate to ±1% kWh. Discrepancies between the energy consumption reported by your vehicle and your Xeal session summary are common because vehicles report energy going into their battery, while Xeal reports the total energy consumed by the vehicle during the charging session.

The difference in reported energy can be attributed to several factors, including:

• Losses during the AC to DC power conversion.
• Energy used by the vehicle's air conditioning and battery conditioning systems.
• Power drawn by features such as security cameras and screens.

You can reduce energy losses and the discrepancy between the vehicle's reported energy and the actual energy delivered to the battery by turning off optional systems like Sentry Mode or Dog Mode in Tesla vehicles. Please note that AC to DC conversion and battery conditioning are managed automatically by the vehicle and can be influenced by external temperature and battery health.

To report a charger malfunction or damage, you can use the “Get Help” button under your profile, or email us at support@xealenergy.com. Please provide a detailed summary of the issue, including any fault lights on the front of the charger, and a picture of the label on the left side of the charger, if possible.

To speak with Xeal's 24/7 support team via phone, you can call 800-484-4515 and select Option 1. For less urgent requests, you can use the “Get Help” button under the “Profile” screen to start a chat or send a note to our team, and someone will respond as soon as possible.