BasenCloud support

Contact support

E-mail support@basengreen.com. To help us answer quickly, please include:

• the battery's serial number or its Device ID (the display shows the Device ID under Settings › Network; the app shows the serial number under Profile › About this battery);
• your phone model and its iOS or Android version;
• the BasenCloud app version, shown at the bottom of the Profile tab;
• what happened and when, and a screenshot if you can.

If your question is about your account, please write from the e-mail address of your BasenCloud account. Never send us a password, a code we e-mailed you, or the code shown on your battery's display.

How do I link my battery?

The battery's display must be connected to Wi-Fi and online. Then:

• On the display, open Settings › Network and tap Link to Mobile. The row appears once the display is online. If Lock Settings is on, you need the display's Settings PIN.
• In the app, sign in and tap Add battery (in Profile › My batteries, or on the Home tab while no battery is linked yet).
• Scan the QR code on the display. If scanning does not work, tap Enter code and type the code shown under the QR code.
• Keep Link to Mobile open on the display until the app shows that the battery is linked.

A code works once and expires after 5 minutes. If it has expired, tap New code on the display and scan again. If you do not see Link to Mobile, the display is not online yet or its firmware is older than version 0.4.0; BasenGreen installs firmware updates, so contact us if you need one.

How do I unlink a battery?

• In the app: Profile › My batteries, choose the battery, then Unlink battery.
• At the display: open Settings › Network, where the display shows who the battery is linked to, tap Unlink and confirm.

Before you sell or give away a battery, unlink it so that the new owner can link it to their account.

The app says the battery is linked to another account

A battery can be linked to one account at a time. Ask the person who linked it to unlink it in their app, or unlink it yourself at the display (Settings › Network › Unlink), then link it again. If you cannot do either, for example because the display is not working, contact support@basengreen.com with the battery's serial number. We may ask you to show that you own the battery.

Notifications are not arriving

• Allow notifications for BasenCloud in your phone's settings, and check that Focus, Do Not Disturb or battery saving is not holding them back.
• In the app's settings, check which notifications are switched on. Protection events are always on; warnings, battery offline and firmware updates can be switched off.
• Your phone needs an internet connection, and the battery's display must be online for its alarms to reach BasenCloud. You get a "battery offline" notification after 30 minutes without data.
• If notifications stopped after you changed phones or reinstalled the app, sign out and sign in again.

Where do I find the history and the BMS log?

Open the battery's History tab: its history is there at any time, with nothing to request. The BMS log card in the same tab shows how many times each protection of the battery's management system (BMS) has been triggered, for example a short circuit or a cell over-voltage; the list depends on the battery. Tap Read to read the counts from the battery now. The app shows them with the time they were read, and they change only when the battery is read again, by you or by BasenGreen support. Reading needs the battery's display to be online and changes nothing on the battery.

How do I update the firmware?

You do not need to do anything: BasenGreen installs firmware updates remotely. Profile › Firmware shows the versions installed on your battery. If you have questions about an update, contact support@basengreen.com.

Can I use BasenCloud on iPhone and Android?

Yes. On iPhone and iPad you can sign in with Apple, Google or your e-mail address; on Android phones, with Google or your e-mail address. Sign in with Apple is available only on iPhone and iPad, so an account created with Apple can be used only there. To use the same account on both, sign in with Google or with your e-mail address.

Signing in with your e-mail address

• To create an account, enter your e-mail address in the app. We send a 6-digit code from no-reply@basencloud.com; type it in the app within 10 minutes, then enter your first name, your family name and a password of at least 10 characters.
• No code? Check your spam or junk folder and that the address is spelled correctly, wait a minute, then ask the app for a new code. A new code replaces the one before.
• If the address already has a BasenCloud account, no code is sent; you get an e-mail that says so instead. Sign in the way you did before, with Google, with Apple or with your password: accounts are never joined.
• Forgot your password? Ask the app for a reset code, type the code from the e-mail within 10 minutes and choose a new password. Every other phone signed in to your account has to sign in again, at the latest 15 minutes later.

How do I delete my account?

In the app: Profile › Delete account, then confirm by signing in again or, for an account created with your e-mail address, by entering your password. If you cannot use the app, e-mail support@basengreen.com with the subject "Delete my BasenCloud account". Details, and what is deleted and kept: https://basencloud.com/account/delete.

What is guest mode?

Guest mode lets you try BasenCloud without an account. It shows a sample battery with simulated data; nothing about you is sent to BasenGreen, and you cannot link a battery or act on alarms. To leave guest mode, tap Profile › Leave guest mode, or sign in.

More information

• About the app: https://basencloud.com/app
• Privacy Policy: https://basencloud.com/privacy
• Terms of Use: https://basencloud.com/terms
• BasenCloud is provided by Shenzhen Basen Technology Co., Ltd., Shenzhen, China.