Battery Remote – Support

Open a support ticket — it's the fastest way to reach us and it keeps everything linked to your account:

• In the app: Account → My tickets → +
• On the web: open a ticket in the portal

We aim to respond within 2 business days.

Battery Remote monitoring costs €79 per device, per year (annual billing — there is no monthly plan). Each device you own uses one subscription slot. Your yearly price is simply €79 × the number of slots.

You only pay for devices you own. People you share a device with (Viewer, User or Admin) use it for free — only the owner needs a subscription. See User Roles.

Yes — a 30-day free trial that starts the day you add your first device. Nothing is charged during the trial. When the trial ends, your first annual payment covers all the devices you own at that moment.

A new slot is added and you are charged a pro-rated amount for the days remaining until your annual renewal — so you never pay a full year for a device you only had for part of it. The app shows the exact amount before it is charged.

If you add a device during the free trial, nothing is charged immediately; the invoice at the end of the trial simply covers every device you own by then.

The device is locked immediately — it stops recording data and no longer shows live values. There is no refund for the remaining part of the year: you keep that slot until your annual renewal, and the slot is dropped from your bill at renewal.

Replacing a device? If you add another device before your renewal date, it re-uses the freed-up slot at no extra charge (as long as your number of active devices doesn't exceed the slots you're already paying for).

The subscription renews once a year on your renewal date. About 7 days before, you receive an email with the upcoming invoice, so you have time to add or remove devices first. On the renewal date you are charged €79 × your number of active devices. Devices you removed during the year are dropped from the count at this point.

All of your devices are locked until payment succeeds, and you'll get a notification and an email. Update your card under Account → Manage subscription. Once the payment goes through, your devices unlock automatically — no data is lost, but new readings are not recorded while a device is locked.

That is normal and nothing is wrong. A SEPA direct debit takes a few business days to clear, so during that time the app shows processing rather than treating it as a failed payment. You do not need to do anything — the status changes to Active by itself once the bank confirms the debit. Only a payment the bank actually rejects is reported as failed.

Open the Account tab to see your status (Trial, Active, Payment failed or Inactive) and your next renewal date and amount. Tap Manage subscription to open the secure billing portal in your browser, where you can update your card, view or download invoices, or cancel.

Receipts and invoices (including a PDF and a hosted link) are emailed to you automatically each time a payment succeeds. You can also find every invoice under Account → Manage subscription.

No. Sharing is always free — only the device owner has a subscription. Invited users (Viewer, User, Admin) can use the device at no cost. See Sharing & Access.

Go to the Devices tab and tap the + button. You have two ways to enter the serial number:

• Scan with camera – tap the camera icon and point your phone at the barcode or QR code on the label of your tracker. The serial number is filled in automatically. The scanner checks the code is a valid serial before accepting it and keeps scanning until it sees one, so pointing it at the wrong label on the box does nothing. The app needs camera permission for this (see App Permissions).
• Type manually – enter the serial number exactly as printed on the label (including any capital letters).

The app uses the serial number to look up the unique device ID — no manual ID entry is needed. Once found, the device is added to your account and appears on your dashboard.

Adding a device may add a subscription slot — see Subscription & Billing.

Yes. Scan or type one serial after another and they are added together, rather than having to repeat the whole flow per tracker. The subscription cost is shown for the whole batch before anything is charged.

That is expected. On iOS, devices are added through the web portal rather than in the app: sign in at the device page in the web portal, add the tracker there, and it appears in the iPhone app straight away. Everything else — dashboard, charging, history, logs, alerts — works normally in the app.

Make sure you enter the serial number exactly as printed (including any capital letters). The tracker must have been registered in the system before it can be paired. If the problem persists, contact support with your serial number and we will check the registration status.

When a device is first added, its SIM is activated in the background — this can take a few minutes. Make sure the device has cellular reception. The tracker may also update its firmware automatically the first time it connects.

Access is managed from the people icon at the top of a device's panel — not inside Device Settings. Here is the exact path:

Open the sharing screen (people icon — see above), tap Add User, enter the email address of the person you want to invite, and choose their role. The invited person must already have a Battery Remote account. Once added, the device appears in their device list automatically, and it costs them nothing — sharing is free.

Yes. When you add a user, the devices you own are listed with a checkbox each, so one invitation can cover as many of them as you like — you do not have to repeat the invitation per device. The device whose sharing screen you opened is ticked and locked, since that is the one you set out to share.

Yes. Open the sharing screen (people icon at the top of the device panel), tap the person in the list, and either pick a different role or remove them. Only the Owner can do this.

Every user on a device has one of four roles, listed from most to least access:

• Owner – full control. Can view all data, change every device setting (features, EMUS parameters, CAN bus, power, alerts), manage other users' access, and delete the device. There is exactly one owner per device, and the owner is the person whose subscription covers it.
• Admin – trusted co-administrator. Can view data, change all device settings, edit device details, and use advanced features (EMUS configuration, CAN bus). An Admin cannot manage other users' access, delete the device, or transfer ownership — those are owner-only.
• User – standard interactive role. Can view live data, history and the map, and can interact with device controls (e.g. adjust charge settings). Cannot open Device Settings, change feature flags, or manage users.
• Viewer – read-only. Can see live data, history and the map, but cannot interact with any controls, change settings, or send commands to the device.

To change someone's role, the owner uses the people icon at the top of the device panel.

Device Settings are only available to Owner and Admin users. If your role is User or Viewer, the Device Settings button won't open. Ask the device owner to change your role from the people icon at the top of the device panel.

There are two reasons the charging controls may be disabled:

• Viewer role – with read-only access, all interactive controls (including charging) are locked. Ask the owner to change your role to User, Admin or Owner from the people icon.
• CCU control disabled – if CCU CAN messages is turned off in Device Settings → CAN-bus, the tracker stops communicating with the Charging Control Unit and the charging controls are locked for everyone. Only an Owner or Admin can re-enable it.

Battery Remote requests the following system permissions:

• Camera – used to scan the serial number barcode or QR code when adding a device. The camera is only activated when you tap the scan button; no images are captured or stored.
• Push Notifications – used to deliver warnings, charging events, motion alerts, geofence events and charge reminders. You can control which alert types are sent in Settings → Account → Permissions, and which events a tracker reports at all in Device Settings → Events logging.
• Location (when in use) – only used to show your location on the map. The app does not track or store your phone's location.
• Cellular Data – Battery Remote uses mobile data to connect to the device and to the backend for real-time tracking, push notifications, and remote control features.

Open your phone's Settings app, find Battery Remote in the app list, and toggle the permission back on.

• iOS: Settings → Privacy & Security → [Camera / Notifications / Location Services]
• Android: Settings → Apps → Battery Remote → Permissions

Open the Settings tab, tap the device to open its panel, then tap the Device Settings button. Device Settings require the Owner or Admin role. The settings are grouped into six sections:

• Motion – accelerometer sensitivity and high-G detection.
• Location – GPS on/off and periodic location logging. See Location & GPS.
• Geofence – the circular zone you are notified about.
• Events logging – which events the tracker reports, plus the charge/discharge notification levels.
• Data logging – battery history recording and its interval. See Battery History & Charts.
• CAN-bus – listen-only mode, BMS requests, CCU control and manual CAN messages.

Each section expands when you tap its header. Changes are applied with the Apply button at the bottom, and only the sections you actually changed are sent to the tracker.

Open Device Settings. From there you can:

• Motion – select a sensitivity level (low, medium or high, or disable) for when the tracker's accelerometer should report a movement. High-G detection reports sharp impacts separately.
• Geofence – toggle on to enable geofence and define a circular zone on the map. You're notified when the device leaves that zone. Geofencing needs GPS on — a banner warns you in this section if it is off.
• Make sure your push notifications are enabled (see App Permissions) so you receive alerts.

A geofence is a virtual boundary drawn on the map around a location (e.g. your home or office). When your tracker crosses that boundary, the app sends a push notification to all users who have notifications enabled for that device.

To set up a geofence:

1. Go to Device Settings → Geofence and enable the toggle.
2. Open the map.
3. Tap on ⓘ in the device list or marker on the map
4. Tap Device Settings → Enable Geofence
5. Press Use current location or type in manual GPS location and adjust the radius.
6. Tap Apply Settings. The tracker will now report geofence events when the device leaves the defined zone for >1 minute.

Geofence detection requires GPS to be enabled (see Device Settings → Location → GPS (GNSS) enable).

Under the settings tab tap on a device to open the Device Detail screen. This screen lists hardware revision and firmware version for:

• Tracker – hardware and firmware version of the tracker itself, including build date. Also tracker battery state is visible here.
• BMS (Battery Management System) – hardware and firmware version as reported by the BMS over CAN.
• Charge Controller (CCU) – hardware and firmware version of the CCU including build date and project.

This is useful when contacting support or verifying compatibility with a firmware update. The same versions are also recorded in Service History when creating an entry.

There are two separate kinds of logging, in two different sections:

• Device Settings → Events logging – individual things that happen (a warning, a charge starting). These appear in the Logs tab.
• Device Settings → Data logging – the periodic battery readings that build the history chart. Configured separately, with its own interval.

Under Events logging you can independently enable or disable:

• Publish warnings – low voltage, over-temperature, and other system alerts.
• Publish charging messages – charge start/stop events and state-of-charge snapshots.
• Publish I/O changes – when the BMS reports a change in its I/O pins (e.g. a contactor opening or closing).

Motion and geofence events are reported whenever those features are enabled in their own sections. Disabling a category stops new events from being stored but does not delete existing history.

Yes. At the bottom of Device Settings → Events logging there are two sliders:

• Charge SoC notification – reports when the pack reaches this level while charging, so you know when it is full enough to unplug.
• Discharge SoC notification – reports when the pack falls to this level while in use.

The tracker sends a reminder to charge when the pack is below 20% state of charge and one of two things happens:

• the vehicle is parked and slowly draining, or
• you have just stopped driving — the tracker sees the discharge current fall away and settle for a couple of minutes.

The second trigger is the useful one: you get the reminder when you have finished your journey and are still next to the vehicle, rather than hours later. This replaces the older alert that only fired after the pack had been sitting low for 24 hours.

If the tracker is not permanently wired to a 12 V supply, switch it off from the app when it's not in use. Go to Device Settings and press the Switch off tracker button. The tracker wakes again when it next receives power on the 12 V supply or USB.

Device features let you enable or disable specific hardware capabilities of your tracker. They require the Owner or Admin role.

There is no longer a single "Features" list: each switch now sits in Device Settings next to the thing it affects.

In Device Settings → Location:

• GPS (GNSS) enable (gpsEn) – when enabled, the tracker reports its location. Disabling it stops all position data from being sent or stored, the map will not update, and geofencing cannot trigger. Useful for stationary installations where location is not relevant.

In Device Settings → CAN-bus:

• CAN listen-only (read-only) (canRO) – when enabled, the tracker only listens on the CAN bus and does not send any CAN frames. EMUS frame requests, CCU control, EMUS parameter requests and manual CAN messages are all blocked while this mode is active.
• BMS request messages (bmsReqEn) – controls whether the tracker actively polls the Battery Management System for cell data. If disabled, the tracker only listens, and battery values (SoC, voltage, temperature, etc.) update only when the BMS or another device on the bus broadcasts them. Not usually recommended, because the tracker only requests messages it hasn't already received within a few seconds.
• CCU CAN messages (ccuEn) – controls whether the tracker actively communicates with the Charging Control Unit. Disabling it turns off the charging-tab controls used to change charging speed or stop/pause charging — use it if you want no remote charge control, or if no compatible charge controller is installed.

Yes. Feature settings are stored on the device and apply to everyone who has access to it. Changing a feature requires the Owner or Admin role.

This banner appears when BMS request messages (Device Settings → CAN-bus) is disabled and the tracker has not yet received real BMS data in this session (values are still at firmware defaults). Once BMS requests are re-enabled and the tracker has successfully polled the BMS, the banner disappears automatically.

Service History is a per-device timeline of important events — when the device was created, when settings or sharing changed, and any manual service notes you add (for example "replaced fuse" or "annual inspection"). It's handy for maintenance records and for giving support the full picture. Entries can also capture the firmware/hardware versions at the time.

Open the Settings tab, tap the device to open its panel, then tap the Service History button. Anyone with access to the device can view it.

Yes — Owners and Admins can add manual entries using the + in the top-right of the Service History screen, and can edit existing notes by tapping an entry. Users and Viewers can view the history but cannot add or edit entries.

Each entry is tagged with a type:

• Created – the device was added to an account.
• Settings – a device setting was changed.
• Access – sharing/access was changed (a user added, removed, or their role changed).
• Manual – a note you added yourself.

Created, Settings and Access entries are logged automatically; Manual entries are the ones you write.

The Dashboard shows one device at a time, chosen from the dropdown at the top of the screen. The dropdown shows an icon for each device type, and the choice is shared with the Charge and Logs tabs — switch device once and all three follow.

Every tile shows how old its reading is, so a value that has stopped updating cannot be mistaken for a live one. Values arrive at different moments, which is why the age is per tile rather than one label for the whole screen.

That is deliberate. Automatic refreshing stops after a while on an open screen, so a phone left on the dashboard does not keep polling your tracker indefinitely. Pull down to refresh and it resumes.

The standard chart plots state of charge against the cell-voltage spread — the gap between the lowest and highest cell. Read together they show whether the pack is staying balanced as it charges and discharges. Tap the chart to open the full-screen view with longer windows and more signals; see Battery History & Charts.

The custom dashboard is only available after a device has successfully connected and sent its first data packet. Once the device is online, a Customise button appears at the top of the Dashboard screen.

After your device is connected, tap Customise on the Dashboard screen to enter edit mode. From there:

• Add a panel – tap + Add Panel on the current page, choose a panel type (e.g. voltage gauge, temperature chart, GPS map), and configure its data source.
• Add a page – tap + New Page and a new tab is added to the end of the tab list.
• Reorder panels – long-press a panel and drag it to a new position.
• Delete a panel or page – tap the ✕ on a panel in edit mode, or swipe left on a page tab to delete a whole page.

Tap Done to save your layout and exit edit mode.

Open Device Settings → Data logging and switch on Log battery history, then pick how often a reading is recorded:

• 15 min, 30 min, 1 hour, 2 hours, 6 hours, 12 hours or 1 day.

15 minutes is the shortest interval available — the tracker rejects anything faster, because the sample rate is what keeps data use in check. From 2 hours upward the whole day's readings fit in a single transmission, so 2 h, 6 h, 12 h and 1 day all cost the same.

Data logging requires the Owner or Admin role, and the setting applies to everyone sharing the device.

A chart panel appears on the Dashboard once there are logged readings. Tap it to open the full-screen chart, where you can:

• Pick a window from the dropdown: 1h, 6h, 12h, 24h, 7d, 30d or 90d. The exact period on screen is written out above the chart, so you never have to read it off the axis.
• Pan back through time with a two-finger drag. The chart loads the older data as you move; it stops at the present, so you cannot drag into the future.
• Choose which values are drawn by tapping the signal chips. Each signal keeps its own colour and its own scale.
• Pull down to refresh. A banner appears when the data on screen has gone stale. Refreshes are limited to roughly one a minute.

Individual logged readings are marked with a dot, so you can tell a recorded sample from the line drawn between them.

Each stored reading holds:

• State of charge, current, power and pack voltage
• Lowest and highest cell voltage
• Lowest, highest and average cell temperature
• 12 V battery voltage and the vehicle state
• Mean power since the previous reading

Mean power is averaged across the whole gap between two readings rather than sampled at one instant, so it reflects what the pack actually did in between — a single snapshot taken hours apart cannot describe that. If a gap stretches to more than twice your logging interval (for example the device was offline), no mean is reported for it rather than an average over a misleadingly long period.

Yes. Tap Warnings on the chart to overlay the warnings recorded for that device as vertical markers, so you can line a fault up against what the pack was doing at that moment. Warnings raised while you have the chart open appear on it as they arrive.

90 days. Readings older than that are deleted automatically, which is also why the longest chart window is 90 days. If you need a longer record, take a screenshot or note the values before they expire.

Yes. The tracker keeps taking readings while it is offline and sends them in a batch once it reconnects — only the sending needs a connection, not the measuring. Readings are also sent when the batch is full, when the oldest reading has been held for 24 hours, or when you open a chart.

The same protection now covers every message the tracker sends, not just battery readings. Warnings, charging events and location points raised while the modem is out of range are written to the tracker's internal flash storage and transmitted when it is back on the network — they survive even a reboot. Previously a warning raised in a tunnel or an underground garage was simply lost.

Check in order:

• Is logging on? Device Settings → Data logging → confirm Log battery history is enabled. It is off until you switch it on.
• Has enough time passed? Nothing is drawn until the first reading is recorded and sent — with a 12-hour interval that can take a while.
• Is the window too short? At a 15-minute interval the 1-hour window holds only a handful of points. Try 24h or 7d.
• Is the device online? Readings taken offline only appear once the tracker reconnects.

Open Device Settings → Location. There are two switches:

• GPS (GNSS) enable – the tracker's satellite receiver. Switched off, the device reports no position at all and geofencing cannot work.
• Periodic location logging – keeps a 90-day journey history you can replay on the map. This requires GPS to be on, and it ships switched off — turn it on if you want route history.

How often a point is recorded is set for all vehicles at once, not per device, so it is shown read-only underneath the two switches: a point is recorded every so many metres of movement, or after a minimum time, and at least once per heartbeat while parked. The exact figures currently in force are displayed there.

Roughly, yes. When a scheduled position is due and the receiver has no satellite fix — in a garage, under a roof, between buildings — the tracker notes the mobile mast it is connected to and the WiFi networks it can see, and those are resolved to approximate coordinates in the cloud. It is far less precise than a satellite fix, but it tells you which building a vehicle is parked at rather than nothing at all.

No WiFi network is joined and no traffic on them is read — only the names the networks broadcast publicly are used, in the same way a phone estimates its position indoors.

A new point is only recorded once the tracker has moved past the configured distance threshold or the minimum time has elapsed — it does not report continuously. Points are then sent in batches together with the battery history, so a position can be recorded a little before it appears in the app. If you need to watch a vehicle move in real time, use Follow live (see below), which sends each movement immediately instead of batching.

If the map still hasn't updated after a substantial move, check:

• GPS enabled? – Device Settings → Location → confirm GPS (GNSS) enable is on.
• Location logging enabled? – without Periodic location logging you get no journey history.
• Data connection? – the tracker needs cellular coverage to send what it recorded. The status LED breathes slowly in cyan when it is connected. Points recorded out of coverage are kept and sent later.
• Battery level? – below 20% the tracker stops sending location updates. Make sure the device has constant power.

90 days. Journey history is stored alongside the battery history and deleted automatically after 90 days, which is also as far back as a track can reach. The map keeps showing the most recent position until a newer one arrives.

Yes. Open a device's info sheet — tap its marker on the map, or the info icon next to its name in the device list — then use the GPS track selector to pick a look-back window:

• No track, 1h, 6h, 12h, 24h, 2d, 7d, 30d or 90d.

The map draws that device's route for the chosen period. You can show tracks for several devices at once, each in its own colour, matching the colour of its marker. A route only exists for periods where Periodic location logging was switched on.

Tap a device on the Location tab — in the list on the left or its marker on the map — and use the Follow live play button on its sheet. While following, the tracker reports every movement immediately instead of batching points, so the marker keeps up with the vehicle.

Following stops by itself after a set period, and the button shows whether it is still running, so a forgotten follow cannot keep the tracker reporting at full rate indefinitely. You can stop it yourself at any time with the same button.

Tap the Logs tab at the bottom of the screen. Events are shown as cards, newest at the bottom — each one shows the event type (warning, charging, motion), the device it came from, and a timestamp. Some entries carry a trace with additional details. Tap a card to see the full detail.

The Logs tab shows one device at a time, picked from the device dropdown at the top of the screen — the same dropdown used on the Dashboard and Charge tabs, so switching device in one place switches it everywhere. Choose All devices in that dropdown to see events from every device together.

Also check that logging is enabled for the event types you expect — Device Settings → Events logging → verify Publish warnings and/or Publish charging messages are on for that device.

Yes. Tap the search icon at the top of the Logs screen and type a keyword. The list filters in real time to show only entries whose description or device name matches. You can combine search with the device filter to narrow results further.

Event logs (warnings, charging events, motion events) are stored for 90 days and then automatically deleted — the same retention as the battery history and the location history. There is no way to recover logs after this period, so if you need a record of specific events, note them down before they expire.

No longer. Events raised while the tracker has no signal are written to its internal flash storage and sent once it is back on the network, so a warning raised in a tunnel or an underground car park still reaches you — it just arrives late. The timestamp is the moment the event actually happened, not the moment it was sent, so a replayed event appears in the right place in the list.

In the app: go to Settings → Account → Delete Account and confirm.

No longer have the app installed? Sign in to the web account page and use Delete account at the bottom.

Once confirmed, your account and all associated data are permanently removed and cannot be recovered. If you have an active subscription it is cancelled immediately with no refund for the remaining period, so you may want to review it under Manage subscription first.

Open the Account tab and edit your display name. This is the name other people see when you are listed on a shared device, so it is worth setting to something recognisable rather than leaving it as your email address. You can change it as often as you like.

On the login screen, tap "Forgot password?" and enter your email address. You'll receive a reset link by email. If you signed in with Google or Apple, use those services to manage your credentials.

EMUS (Energy Management Unit System) parameters can be adjusted in Device Settings → EMUS Configuration.

⚠ Warning: Changing EMUS parameters directly affects how the battery management system interprets cell data. Incorrect values can cause the BMS to report false readings, suppress real warnings, or damage the battery. Only change these values if you fully understand each parameter and have verified the correct values for your specific battery pack. When in doubt, contact support first. Parameters cannot be changed during charging.

Manual CAN messages can be sent from Device Settings → CAN Bus → Send Manual Message. Enter the CAN ID (in hexadecimal, e.g. 0x18FF50E5), the data bytes, count and period, then tap Send. If the request is valid, the tracker immediately starts sending the specified CAN message at the defined interval. Stop it at any time by sending the same request with count set to 0.

⚠ Warning: Sending arbitrary CAN messages to your vehicle or BMS can trigger unintended behaviour, including activating relays, resetting modules, or corrupting calibration data. Only use this feature if you know the CAN frame format for your system. Do not guess frame contents.

Make sure your device has an active data connection and that you've granted the app the necessary permissions. Pull down to refresh the dashboard, or try signing out and back in. If the device was recently removed or a payment failed, it may be locked.

Go to your phone's Settings → Battery Remote → Notifications and ensure notifications are enabled. Also check that notifications are enabled within the app (Account tab), and that the relevant event types are on in Device Settings → Events logging.

This notice appears when your account has no device, or when every device you have is locked — which happens after a failed payment or when a device has been removed. Check the Account tab for your subscription status (see Subscription & Billing). If you have just added a device, give its SIM a few minutes to activate.

Try force-quitting and reopening the app. If the problem persists, delete and reinstall it. If the issue continues, open a support ticket (Account → My tickets → +) describing what happened and your device's OS version.

• App: Battery Remote
• Platform: iOS and Android
• Developer: MISMOtech – Minos Eigenheer
• Support: open a ticket in the app (Account → My tickets) or the web portal
• Privacy Policy: View Privacy Policy
• Terms: View Terms