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.

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 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.

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. 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 the CCU charge controller control feature is turned off in Device Settings → Features, 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 motion alerts, geofence events, and low-battery warnings. You can control which alert types are sent in Settings → Account → Permissions.
• 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. From there you'll find Motion, Geofence, CAN bus, Log events, Features. Device Settings require the Owner or Admin role.

Open Device Settings. From there you can:

• Motion – select a sensitivity level when the tracker's accelerometer should detect a movement.
• Geofence – toggle on to enable geofence and define a circular zone on the map. You're notified when the device leaves that zone.
• 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 → Features → GPS Tracking).

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.

To configure logging, go to Device Settings → Logging. You can independently enable or disable:

• Warnings – low voltage, over-temperature, and other system alerts.
• Charging Info – charge start/stop events and state-of-charge snapshots.
• BMS I/O Events – when the BMS reports a change in its I/O pins (e.g. a contactor opening or closing).
• Motion Events – movement detected by the tracker's accelerometer.
• Geofence Events – when the device leaves the configured geofence zone.

Disabling a category stops new events from being stored but does not delete existing history.

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. Go to Device Settings → Features (requires Owner or Admin role) to toggle each one. The four features are:

• GPS Tracking (gpsEn) – when enabled, the tracker reports its location. Disabling this stops all GPS data from being sent or stored, and the map will not update. Useful for stationary installations where GPS is not relevant.
• CCU charge controller control (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 if you want no remote charge control or no compatible charge controller is installed.
• BMS Requests (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.
• CAN 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.

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 Requests 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 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.

The Battery Remote only publishes a new GPS position when the device has moved a significant distance (250m and max interval of 10min) from the previously recorded location. This threshold is not user configurable at the moment.

While following a device on the map, the location marker is updated every minute when the device moved more than 20m. If the device is stationary, the marker remains in place until a new position is published.

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

• GPS Tracking enabled? – Device Settings → Features → confirm GPS Tracking is on.
• Data connection? – the tracker needs an active cellular connection to send the location. Tracker should have a slow breathing cyan status LED when connected.
• Battery level? – if the battery is below 20%, the tracker will not publish location updates. Make sure the device has constant power.

Battery Remote shows the last known position of each device. This data is stored in the Particle cloud and fetched on demand — we do not keep our own GPS history database. Particle retains the single last-known position for up to 30 days, but the location-history track (the breadcrumb trail of recent movements) is only kept for about 2–3 days. After that the older trail is no longer available, though the map keeps showing the most recent fix until a newer one arrives.

On the Location tab, tap a device name in the list on the left, or tap its marker directly on the map. The map centres on that device and keeps it in view while the sheet is open. To stop following, tap elsewhere on the map or dismiss the device sheet.

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 (from 1 hour up to 3 days). 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. Because Particle only keeps the breadcrumb trail for about 2–3 days, that is as far back as a track can reach.

Tap the Logs tab at the bottom of the screen. The list shows events across all your devices, newest at the bottom — each entry shows the event type (warning, charging, motion), the device it came from, and a timestamp. Some entries have a trace with additional details. Tap an entry to see the full detail.

The log list supports per-device filtering. Tap the filter icon at the top of the Logs screen and make sure the device is selected. With no filter active, events from all devices are shown; when specific devices are selected, only those appear.

Also check that logging is enabled for the event types you expect — Device Settings → Logging → verify Warnings, Charging Info and/or Motion Events 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. 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.

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.

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 alert types are on in Device Settings → Alerts.

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