At Plugzio, we strive to make device activation as seamless as possible. However, sometimes errors may occur due to connectivity, permissions, or payment issues. Below is a list of common activation errors, their causes, and solutions to help you resolve them quickly.
Some resolutions can only be done by Plugzio Users, Managers or Electricians. These solutions are marked by U/M/E respectively. For example:
Solution which should only be done by an electrician or maintaince person: (E)
Solution that can only be done by either a User or Manager: (U/M)
Solution that can only be done by a User, Manager or Electrician: (U/M/E)
If you are unsure of how to resolve these issues, please contact the Contact the Plugzio customer care team .
1. Device Offline
Error Message: "Device is offline or unreachable"
Description: The device is unplugged or not connected to the internet, preventing activation.
Solution:
(U/M/E) Ensure the device is properly plugged in.
(U/M/E) Check the internet connection and reconnect if necessary.
(M) Restore stored network settings if the issue persists.
2. Insufficient Funds
Error Message: "Insufficient funds in wallet"
Description: The wallet balance is lower than the required activation fee, or ongoing session fees exceed the available balance.
Solution:
(U) Top up your wallet to cover the activation, consumption, and duration fees.
(U) If the session terminates mid-use due to low balance, add funds to resume.
3. Disabled by Default in Conditional Plan
Error Message: "Access to this device is restricted. For access, please contact management".
Description: The device is disabled under the selected payment plan.
Solution:
(M) Ask the manager to uncheck the "Disable Device" option in the payment plan settings
4. No Permission
Error Message: "Access to this device is restricted. For access, please contact management".
Description: The user lacks permission to activate the device.
Solution:
(M) Contact the manager to grant the necessary access permissions.
5. Low Wallet Balance Warning
Error Message: "Low Wallet Balance".
Description: The wallet balance is below the minimum threshold ($15.00), risking session interruption.
Solution:
(U) Top up your wallet to ensure the balance covers both the activation and session fees.
6. Device Already in Use
Error Message: "This device is already in use".
Description: The device is already active in another session.
Solution:
(U/M/E) End the current session before attempting to activate the device again. Rebooting the device will force the session to terminate.
7. Bad Wallet (Currency Mismatch)
Error Message: "This device charges in [XX] currency. Please create a [XX] wallet to use this device".
Description: The payment plan currency does not match the user’s wallet currency.
Solution:
(U) Create a new wallet in the required currency, or ask the manager to adjust the payment plan currency.
8. Load Balancing Conflict
Error Message: "Failed to start load-balanced session. Please try again later".
Description: Multiple devices sharing the same breaker amperage cannot activate simultaneously.
Solution:
(U/M/E) Check the internet connection and reconnect if necessary.
(M) Remove one of the devices from the load balancing group or stagger activation times.
9. Unregistered Device
Error Message: "Device 'XX' has not been set up by management. Please contact the property manager for more information".
Description: The device has not been registered or assigned by management.
Solution:
(M) Contact the property manager to complete the device registration.
10. Device Set to "Always Off" Mode
Error Message: "This device has been disabled by management. Please contact management for more information".
Description: The device is configured to remain off and cannot be activated.
Solution:
(M) Ask the manager to change the power mode to "Smart" or "Always On."
Need Further Assistance?
Need help with anything else? Contact the Plugzio customer care team to have a chat with one of the specialists and discuss your concerns.