Troubleshooting your FreePower charger

If your phone isn't charging, it could be due to compatibility issues, physical obstructions, or problems with the charger itself. Follow the steps below to troubleshoot and identify the root cause of the problem.

A. Verify the charger has power

• Check for power: Ensure the charger is plugged in and receiving power using the following steps:
  1. Unplug your charger from the barrel plug connector closest to the charger and then plug it back in. When you power on the charger on you will hear the fan turn on for a brief moment.
  2. If you do not hear the fan turn on, check the power supply side to see if everything is properly connected.
  3. If everything is connected properly, verify that the wall outlet is providing power.
• Confirm charging starts:
  1. Place your phone on the charging surface and look for an indication (e.g., charging icon or sound) that charging has begun.
  2. If the phone doesn't indicate charging within a few seconds:
     1. Pick up the phone and reposition it a few times.‍
     2. Remove the case: If the issue persists, remove any case or attachments that might interfere with wireless charging, including:
        • Metal-backed cases or wallet cases with credit cards.
        • Pop sockets or protruding features.
        • Metal plates used for magnetic mounts.
     3. Once the case is removed and there are no obstructions, place the phone back on the charger.

B. Confirm phones compatibility

To confirm if you phone is compatible, review our help center article on confirming device compatibility.

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C. Test how quickly your phone is charging

If your phone appears to start charging, but you do not believe it is gaining in battery percentage, please review the following steps:

1. Place your phone on the charger.
2. Note the battery percentage and time.
3. Leave the phone charging for 30 minutes.
4. Check if the battery percentage has increased.

If the battery percentage hasn't changed:

• Ensure your phone has no case, pop socket, or other objects that could interfere.
• Confirm the phone isn’t in direct sunlight, which can slow charging.
• Ensure the room temperature is below 75°F, as wireless charging may slow down in warmer environments.

We've put together a thorough article on things to know about FreePower, which include all of the issues you may experience while charging, please review our things to know article.

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D. Test your phone on a different wireless charger

In rare cases, your phone’s wireless charging capability may be malfunctioning. To confirm if your phone is working as expected, place it on a different wireless charger for 30 minutes to check for performance differences.

If you’ve completed all the steps above and the issue persists, please contact our support team for further assistance.

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It’s normal for your phone to become warm while charging wirelessly. This is a standard aspect of the wireless charging process and generally not a cause for concern.

If you’d like to keep your phone cooler while charging:

1. Ensure a cool environment: Use wireless charging in a room with a cooler ambient temperature, we suggest below 75F.
2. Remove cases or attachments: Take off any phone cases, pop sockets, or other objects from the back of your phone that may be interfering with the charge.

If your phone feels excessively warm or hotter than expected during charging, it’s a good idea to reach out to our support team for further assistance.

If you're experiencing difficulties connecting your FreePower charger to the FreePower Wireless Charging app, we recommend reviewing our detailed Help Center article on connecting FreePower chargers to the app for step-by-step instructions and troubleshooting tips.

New to FreePower?

If you haven't downloaded the app yet, you can find the FreePower Wireless Charging app available for download on both the Apple App Store or Google Play Store. Simply search for "FreePower Wireless Charging" to get started.

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The FreePower Charging Halo™ will blink to indicate that your unit has detected an error. All error codes will start with flashing red, followed by a series of white flashes. If you are experiencing a blinking Charging Halo™, review the reasons below to troubleshoot:

1. Solid red pulsating (no white blinks): A solid red light indicates a metal object has been detected between the charger and your device. Common culprits include:
   1. Metal objects in phone cases (e.g., credit cards, coins, magnets, etc.)
   2. A metal object on your counter between your phone and the surface (coins, paperclips, gum wrappers, etc.)‍
   3. Solution: Remove the phone from its case or clear any objects between the charger and your phone. You should be able to place your phone down after clearing any objects and continue charging. If you have removed all objects / cases and the problem still persists, please contact our support.

2. Two white blinks following a red blink indicates a fan failure. Try power cycling the unit by unplugging it and plugging it back in. If the issue persists, contact [FreePower support], and we will help you troubleshoot further.

3. Three white blinks following a red blink indicate a power supply issue (e.g., wrong adapter, incorrect voltage). Ensure you’re using a FreePower-approved power supply. If the problem persists, contact [FreePower support], and we will help you troubleshoot further.

4. Four Red Blinks (following one white blink) indicate an overheating error. Remove any heat sources (such as a hot pan placed on the counter) near the unit and allow it to cool to its operating temperature. some text
   1. This error can occur if the unit is in direct sunlight, in a hot room, or outdoors. FreePower must be placed in temperature-controlled environments and not in direct sunlight. 
   2. If the problem persists, contact [FreePower support]
5. ‍Five Red Blinks (following one white blink) indicate that the charger is experiencing an internal issue. Contact FreePower support for further assistance. Try power cycling the unit by unplugging it and plugging it back in. If the issue persists, contact [FreePower support], and we will help you troubleshoot further.

The Charging Halo™ is the illuminated ring surrounding the charging surface. Below are common issues you may encounter and how to address them:

A. The Charing Halo™ displays incorrect colors

• Issue: One or more LEDs may fail, resulting in a color change in a specific area or across a larger section.
• Solution: If you notice this issue, please contact our support team for assistance.

B. The Charging Halo™ ring is incomplete

• Issue: The Charging Halo™ should form a complete ring of light. If a section or larger area is not illuminated, there are two possible causes:
  • Material inconsistencies: Veins or minerals in your stone may block light transmission, making the Halo invisible in certain areas.
  • Faulty LEDs: If you suspect one or more LEDs are not functioning, please contact our support team for assistance.

C. The Charging Halo™ is not visible at all

If the Charing Halo™ is entirely invisible, follow these steps to diagnose the issue:

1. Confirm your phone can charge: In rare cases, the wireless charging capability in your phone may be malfunctioning.
   • Place your phone on the charging surface and check if it begins charging.
   • If your phone does not charge:
     • Ensure the wireless charger is connected to a power source.
     • Retry placing your phone on the charger.
     • If the issue persists contact our support team‍
2. Check your stone allows light through: Some materials may not allow light to pass through due to their composition.
   • Visit our Material Translucency Help Center Article to determine if your stone is translucent.‍
   • If your material is not translucent: We will introduce alternative options for the Charging Halo™ glow in 2025. Contact our support team to learn about securing an alternative solution when available.‍
3. Contact support: If your phone charges and the material is confirmed to be translucent, but the Charging Halo™ is still not visible, contact our support team for assistance.