Battery Remote – Support

Developer: MISMOtech Minos Eigenheer

Welcome to the Battery Remote support page. If you're having trouble or have questions, you'll find help below.

Contact Support

Sign in to your account and open a support ticket — it's the fastest way to reach us:

We aim to respond within 2 business days.

Getting Started – Adding a Device

How do I add a device to my account?

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 below).
  • 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 will be added to your account and will appear on your dashboard.

I entered the serial number but the device was not found.

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.

App Permissions

What permissions does Battery Remote need and why?

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 entry/exit events, and low-battery warnings. You can control which alert types are sent in Device Settings → Alerts.
  • Location (when in use) – only requested when you open the map to set up a geofence zone. The app does not track your phone's location.
  • Cellular Data – Battery Remote uses mobile data to connect to the Particle device cloud and Firebase. Required for real-time tracking, push notifications, and remote control features.

I denied a permission by mistake. How do I re-enable it?

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

Account Management

How do I delete my account and data?

You can delete your account directly in the app. Go to Settings → Account → Delete Account. You will be asked to confirm the deletion. Once confirmed, your account and all associated data are permanently removed. This action cannot be undone.

I forgot my password.

On the login screen, tap "Forgot password?" and enter your email address. You will receive a reset link by email. If you signed in with Google or Apple, use those services to manage your credentials.

Access & Sharing

What are the different user roles and what can each role do?

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 from the system. There is exactly one owner per device.
  • Admin – trusted co-administrator. Has the same day-to-day access as the Owner: can view data, change all device settings, manage other users' access, and use advanced features (EMUS configuration, CAN bus). The only difference from Owner is that an Admin cannot delete the device or transfer ownership.
  • 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 other users.
  • Viewer – read-only. Can see live data, history, and the map, but cannot interact with any controls, change settings, or send any commands to the device.

How do I grant another user access to my device?

Open the device you want to share and go to Device Settings → Access. Tap Add User, enter the email address of the person you want to invite, and choose their role (see above). The invited user must already have a Battery Remote account. Once added, the device will appear in their device list automatically.

Why are device settings greyed out for my account?

Device Settings are only accessible to Owner and Admin users. If your role is User or Viewer, the settings icon will not open the settings sheet. Ask the device owner to upgrade your role in Device Settings → Access.

Why are the charging controls greyed out or unavailable?

There are two reasons the charging controls may be disabled:

  • Viewer role – if you have read-only access, all interactive controls (including charging) are locked. Ask the device owner to change your role to User, Admin, or Owner in Device Settings → Access.
  • CCU Requests disabled – if the CCU Requests feature is turned off in Device Settings → Features, the tracker stops communicating with the Charging Control Unit and the charging controls are locked for all users. Only an Owner or Admin can re-enable this feature.

Device Settings

Where do I enable motion detection and geofencing?

Open your device and go to Device Settings → Alerts. From there you can:

  • Motion Detection – toggle on to receive a push notification when the tracker's accelerometer detects movement.
  • Geofencing – define a circular zone on the map. You will be notified when the device enters or exits that zone.

How does geofencing work?

A geofence is a virtual boundary drawn on the map around a location (e.g. your garage or parking spot). 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. Tap Set Zone to open the map. Drag the centre pin to the desired location and adjust the radius slider.
  3. Tap Save. The tracker will now report entry and exit events.

Geofence detection requires GPS to be enabled on the device (see Device Settings → Features → GPS Tracking). The app requests location permission to display the map while you configure the zone.

Where do I see the BMS and Charge Controller hardware and firmware version?

Tap on a device to open its dashboard, then tap the info (ⓘ) icon or the device name in the header to open the Device Detail screen. This screen lists hardware revision and firmware version for:

  • BMS (Battery Management System) – hardware revision and firmware version as reported by the EMUS unit over CAN.
  • Charge Controller (CCU) – hardware and firmware version of the connected Charging Control Unit.

This information is useful when contacting support or verifying compatibility with a firmware update.

What gets logged, and how do I change it?

Battery Remote can log different categories of events. 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.
  • Motion Events – movement detected by the tracker's accelerometer.

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

My tracker is not connected to the 12 V battery — how do I prevent it from draining its internal battery?

If the tracker is not permanently wired to a 12 V supply, you should switch off the tracker from the app when it is not in use. Go to Device Settings → Power and toggle Tracker Power to off. This sends a remote command to the tracker to enter deep sleep, conserving its internal battery. The tracker will only wake again when it next receives power on the 12 V supply or USB.

Device Features

What are device features and where do I find them?

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 to remotely change charging speed or stop/ pause charging.
  • BMS Requests (bmsReqEn) – controls whether the tracker polls the Battery Management System for cell data. If disabled, battery values (SoC, voltage, temperature, etc.) device is only listening to BMS and BMS needs to periodically broadcast CAN bus messages or other device on the bus requests messages. Not recommended to disable because tracker anyway only requests messages if not received in 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 in the app while this mode is active.

Will disabling a feature affect other users sharing the same device?

Yes. Feature settings are stored on the device record and apply to everyone who has access to the device. Changing a feature flag requires Owner or Admin role.

Why does the dashboard show a "BMS requests off" warning?

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.

Custom Dashboard

Why can't I customise the dashboard yet?

The custom dashboard feature is only available after a device has been successfully connected and has sent its first data packet to the app. Once the device is online, a Customise button will appear at the top of the Dashboard screen.

How do I add a panel or a new page to the dashboard?

After your device is connected, tap Customise on the Dashboard screen to enter edit mode. From there:

  • Add a panel – tap the + Add Panel button 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 the + New Page button and a new tab will be 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 ✕ icon that appears on each panel in edit mode, or swipe left on the page tab to delete a whole page.

Tap Done to save your layout and exit edit mode.

Frequently Asked Questions

Why is my device data not updating?

Make sure your device has an active data connection and that you have granted the app the necessary permissions. Pull down to refresh the dashboard, or try signing out and back in.

I'm not receiving push notifications.

Go to your phone's Settings → Battery Remote → Notifications and ensure notifications are enabled. Also check that notifications are enabled within the app settings.

The GPS location is not updating even though the device has moved.

Battery Remote only publishes a new GPS position when the device has moved a significant distance from the previously recorded location. This distance threshold is configurable in Device Settings → Publish and avoids flooding the server with updates caused by minor vibrations or GPS signal drift.

If the map has not updated after a substantial move, check the following:

  • GPS Tracking enabled? – go to Device Settings → Features and confirm GPS Tracking is on.
  • Data connection? – the tracker needs an active cellular connection to send the location. Check the signal indicator on the device card.
  • Refresh – pull down on the dashboard to fetch the latest stored location from the server.

The timestamp of the last known position is always shown next to the location marker on the map.

How long is GPS location data stored?

Battery Remote shows the last known position of each device. This location is stored in the Particle cloud and fetched on demand — we do not maintain our own GPS history database. Particle retains device location and diagnostic data for up to 30 days. After that period the position data may no longer be available, though the map will continue to show the most recently received fix until a newer one arrives.

How do I follow a specific device on the map?

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

Can I see the route or path my device has taken?

Yes. Tap a device marker (or its name in the device list) to open the device location sheet. The map will draw the recent location trace — a line connecting the recorded position points — so you can see where the device has been. The trace covers all location points stored for that device in the current session. Because positions are only published when the device moves beyond the configured distance threshold, the trace reflects meaningful movements rather than minor drift.

The app crashes or shows an error.

Try force-quitting and reopening the app. If the problem persists, delete and reinstall the app. If the issue continues, please email us with a description of what happened and your iOS version.

Logs

How do I view event logs?

Tap the Logs tab at the bottom of the screen. The list shows events across all your devices, newest first. Each entry displays the event type (warning, charging, motion), the device it came from, and a timestamp. Tap an entry to see the full event detail.

I can't see logs from one of my devices.

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

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

How long are logs kept?

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 to keep a record of specific events, note them down before they expire.

Can I search through the logs?

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 your search. You can combine the search with device filters to narrow the results further.

Advanced – EMUS Parameters & CAN Frame Sending

How do I change EMUS parameters?

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 what each parameter does and have verified the correct values for your specific battery pack. When in doubt, contact support before making changes. Parameters can not be changed during charging.

How do I send a manual CAN message?

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 will immediately start sending the specified CAN message at the defined interval. You can 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.

App Information