User Support
FAQs for existing tepeo customers and troubleshooting advice.
The ZEB
Tariffs
Comms Box
Automated Charging styles (Smart, Basic, Custom)
- Why is my ZEB charging at less than 9 kW?
- What are the different charging styles?
- Why does the ZEB sometimes charge at peak times (when on any of the charging styles)?
- How can I stop the ZEB charging at peak times?
- How do I change my charging settings?
- Smart Charging Preferences
- Custom Charging - How to set a 7‑day Custom Charging schedule & Target Charge %?
- Custom Charging - How do I find out what SoC (State of Charge) I need and when the ZEB should charge?
- Which charging setting automatically adjusts based on the changes in the weather?
- What will happen to my heating schedule if the ZEB loses internet connection?
Boost Charge
Away Mode
ZEB Connectivity
User & account Management
- Troubleshooting login issues with the tepeo app
- How to check your tepeo app version and update to the latest release (Version: 12.6)
- What is the difference between a Primary User and a Secondary User?
- How to become a Primary User
- How to remove yourself as a Primary User
- What controls do Secondary Users have?
- How do I add a Secondary (View Only) User?
- Why am I a Secondary user after signing in with Apple ID?
- Can I access the tepeo App from multiple devices?
- Why can’t I make changes in the tepeo app?
- How do I delete my ZEB account?
App Insights
tepeo Care Plan and ZEB Health Check
- What is the tepeo Care Plan and what is included?
- How do I sign up to the tepeo Care Plan?
- How do I cancel the tepeo Care Plan?
- What sort of remote monitoring and maintenance do you do?
- What is a ZEB Health Check and what does it include?
- How and when will I have my ZEB Health Check?
- Do I have to pay for my Health Check?
- What happens if I miss my annual ZEB Health Check?
- Where can I find my guarantee terms and conditions?
General/Miscellaneous
- How can I manage my ZEB in the summer if I don’t use it for hot water?
- How do I set my ZEB in the summer if I'm using hot water but don’t need heating on?
- I have a service visit upcoming- do you need to do anything?
- Can I have access to a ZEB API so I can analyse my usage?
- Can the ZEB integrate with my home battery / solar panels?
- Can the ZEB integrate with my OpenTherm thermostat?
- I have feedback about my ZEB experience, what should I do?
- Optimising ZEB Water Flow Temperature
Troubleshooting and common ZEB problems
- My ZEB is charged but my heating isn’t coming on, is this normal?
- Is it normal for my ZEB to make a noise whilst charging or discharging?
- Why did ZEB not charge to 100%?
- No heat from my ZEB / not responding to call for heat
- Is it normal to have a burning smell come off my ZEB?
- My ZEB ran out of charge - what can I do?
- How can I restart my ZEB?
- What should I do if my ZEB is offline?
- My ZEB is charging at peak times
- My ZEB didn’t charge enough last night
- My ZEB hasn’t charged during the off-peak period overnight
- My ZEB’s charge is depleting too quickly
- My radiators are cold
- ‘Fault indicator’ LED on your Comms Box