Help
EVSense support
Email us at [email protected] or use the channels below. Many common issues take only a few minutes to fix yourself — try the steps below first.
If you see a danger-level alert or a dashboard warning, or you smell burning, see smoke or hear unusual noises from the battery: stop somewhere safe right away, switch the car off, get everyone out and keep clear, then call 199 (fire, Thailand) and the car’s service centre. Follow the car’s owner’s manual first and tell us afterwards.
How do I contact EVSense?
Email [email protected] for anything — questions before you buy, subscriptions and problem reports.
What should I include when I contact you?
Send these four things together and we can help faster, without going back and forth.
Box code
On the “Membership” page of the EVSense screen in your car (it starts with hw:).
Car model and year
For example, BYD Dolphin 2024. Include the head unit model if you know it.
What happened
When it happens, whether it happens every time, and what you have already tried.
Screenshot or photo
A photo of the car screen when it happens helps the most. Never take one while driving.
Troubleshooting
Fix common problems yourself
The EVSense screen does not show on the car display
Wait about a minute after starting the car, then tap the CarPlay icon on the car screen — some cars need that tap before the EVSense screen appears.
- The head unit must already support Apple CarPlay, and the box must be in the USB port used for CarPlay (some cars have several ports but only one works with CarPlay).
- Unplug the box and plug it back in firmly.
- Check whether your car is on the tested cars list. If it is not, message us with your car model.
No EV data (Vgate OBD adapter)
Usually the Vgate adapter is not paired yet, or the wrong car model is selected. Work through these one by one:
- Plug the Vgate firmly into the car’s OBD-II port and switch the car on (ready to drive).
- In the EVSense settings, check that the Vgate is paired and that “My car” matches your actual model.
- EV data only works on cars with a ✓ in the “EV data” column of the tested cars table.
I am not getting the battery report emails
Check your spam folder first, then make sure you pressed the confirm button in the email — reports are never sent to an unconfirmed address.
- The confirmation link works for 7 days. If it has expired, save the email settings on the car screen again and a new link goes to every address still waiting (one email per address every 24 hours).
- Add [email protected] to your contacts so reports do not land in spam.
- The weekly report goes out every Monday at 08:00 (Thailand time, ICT), only for boxes that are members or in their free trial.
- Let the box get online from time to time so it can upload data for the report.
- Try “Send report now” on the screen (up to 3 times a day) as a test.
I paid, but membership is not active yet
Connect the box to Wi-Fi (a phone hotspot works) and wait a moment. Once the box is online, membership takes effect by itself within a few minutes.
- We need to activate it first, after payment arrives ([time TBD]).
- If it is online and still not active, message us with your box code and payment slip.
CarPlay keeps disconnecting
A few models still drop the link now and then while we work on a fix. Check the notes for your car on Tested cars.
- If there is no such note for your car, unplug the box and plug it back in firmly.
- If it still drops often, send us your car model/year and when it happens so we can look into it.
Warranty and returns
[TBD: warranty and return policy]
In the meantime, if something is wrong with your box, email [email protected] with your box code and what happened.
For other questions about the product and membership, see the FAQ.
Ready
Not sure your car will work?
Send us your car model and year — we will tell you honestly whether it has been tested.