Cars only send data when they are awake. A parked car sleeps to save its battery, so data a few hours old is normal. When you plug in or drive, the car wakes up and the data in the app updates.
1. Compare with your car's own app
Open your car's brand app, for example the Tesla app or My BMW, and compare the battery level and the time of the last update.
- Both apps show the same, older data: the car is asleep or offline, for example in a garage without mobile signal. This is normal. The data updates when the car wakes up or is back online.
- The brand app is fresh and the app is hours behind: the link to your car may have dropped. Go to step 3.
2. Know how your brand sends data
- Tesla: the car sleeps after about 15 minutes and sends nothing while it is asleep.
- BMW and MINI: the first battery level usually arrives within minutes after you add the car. Fully current data can take a few hours. The car only sends fresh data when it is at home.
- Mercedes-Benz: the first data only arrives after the car is plugged in or driven. The location is only sent while the car is charging. Mercedes-Benz switches on a charging service on their side, which can take from minutes to days.
- Volkswagen, Audi, Škoda, Cupra and SEAT: the car only sends fresh data when it is at home. Data saving mode must be off in the car. Audi checks the car's location about every 16 minutes.
3. Add the car again
If your brand app shows fresh data and the app still shows old data after you plug in at home, remove the car in the app and add it again with the same car account. See The Connection to My Car Was Lost.
4. Check for an outage
If several things look wrong at once, check the status page of the smart charging service at statuspage.incident.io/gridio. Gridio is the company that runs smart charging for the app.
Still not working?
Contact the support team of your app. If your app comes from your energy supplier, that is your energy supplier's customer service. Tell them your car brand and model, when the data last updated, and what your car's own app shows. A screenshot of both apps helps.
For a new Mercedes-Benz with no data after 24 hours, contact support as well.