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Remove Personal Data from Your Charger

Your charger stores some personal data, such as records of your charging sessions and your Wi-Fi details. You can remove it with the MyPlugStream app, for example before you move house or sell the charger.

Removing personal data needs charger firmware 1.72 or later.

Your account and app history are not affected

This removes data stored on the charger only. It does not delete your MyPlugStream account or the charging history in the app. For questions about your account or the data PlugStream holds about you, see Account and access issues or contact PlugStream Support.

What is removed

  • the charging records stored on the charger, including the card or token IDs used to start a charge
  • the Wi-Fi network name and password (only when you remove data over Bluetooth)
  • phones paired with the charger over Bluetooth
  • installer test records
  • diagnostic logs
  • crash data
  • charging schedules sent by PlugStream (PlugStream sends them again)

The charger's local access password also goes back to the password on the card in the box. A charger that came without a card goes back to the adoption code on its shipping-box label.

What is kept

  • the charger's registration and identity, so it stays linked to PlugStream
  • security certificates
  • firmware
  • the energy meter total
  • calibration, and the supply limits your installer set
  • your charger settings, such as charging mode and lighting
  • sensor readings, which are not personal
  • the charger's security log, which charger security rules require it to keep. It does not hold personal data.

Before you start

  • The charger must not be charging. Stop any charge first. The app will not remove data during a charge.
  • Sign in to the MyPlugStream app as the charger's owner.
  • Removing personal data cannot be undone.

Remove it over Bluetooth

Use this when you are next to the charger. It removes everything in the list above, including the Wi-Fi details.

  1. Stand next to the charger with Bluetooth turned on on your phone.
  2. Open your charger in the MyPlugStream app and go to Charger settings.
  3. Under Personal data, tap Remove.
  4. Under Next to the charger, tap Remove over Bluetooth.
  5. Check the list, then tap Remove.
  6. Choose your charger from the list of nearby chargers.

If the charger uses Wi-Fi, it goes offline because it has forgotten your Wi-Fi network. Set up Wi-Fi again in the app if you are keeping the charger. See Change Wi-Fi or router.

Remove it remotely

Use this when the charger is online and you are not next to it. It removes the same data, but keeps the Wi-Fi details, so the charger stays online.

  1. Open your charger in the MyPlugStream app and go to Charger settings.
  2. Under Personal data, tap Remove.
  3. Under While the charger is online, tap Remove remotely.
  4. Check the list, then tap Remove.

Not every charger can do this remotely yet. If the app says your charger can't, remove the data over Bluetooth instead.

Factory reset

A factory reset goes further than removing personal data. It removes everything listed in What is removed, and also:

  • the charger's identity and its PlugStream connection details
  • your charger settings, such as charging mode and lighting

The charger then restarts and sets itself up again with PlugStream. If it uses Wi-Fi, set up Wi-Fi again in the app next to the charger.

On firmware 1.72 or later, a factory reset keeps the calibration, the supply limits, the energy meter total, and the security log.

On firmware before 1.72, a factory reset is different:

  • it also erases the calibration, the supply limits your installer set, the energy meter total, and the security log
  • it does not remove the charging records stored on the charger, paired phones, or crash data

To start a factory reset, open your charger in the MyPlugStream app, go to Charger settings, and tap Factory reset. You must be next to the charger and signed in as its owner.

Moving house or selling the charger

Before you leave a property with a PlugStream charger:

  1. Remove personal data from the charger.
  2. Ask PlugStream Support to release the charger from your account. See Transfer ownership or moved house.
  3. Leave the Local access card for the new owner, if you have it.

When the charger moves to a new owner, PlugStream also sets a new local access password, so your old password stops working.

Useful links:

Still need help?

Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.

Please include:

  • charger serial number, if you have it
  • MyPlugStream account email or site contact email
  • LED colour or Charger readiness message
  • what you expected to happen and what happened instead
  • photos of the charger, cable, connector, or installation area if relevant
  • screenshots from the MyPlugStream app if relevant

See How to contact PlugStream Support.