Before You Contact Us
Most issues can be resolved quickly with the steps below. Please try these first.
General Troubleshooting
STEP 1
Force-quit and relaunch AmpNest
Swipe up from the bottom of your screen, find AmpNest, swipe it up to close, then reopen the app.
STEP 2
Check your internet connection
AmpNest requires an active internet connection to sync charging data and spot status. Try switching between Wi-Fi and cellular.
STEP 3
Update to the latest version
Open the App Store, search for AmpNest, and tap Update if available. Many issues are resolved in the latest release.
STEP 4
Restart your device
A full device restart clears temporary system issues that may affect app performance.
Frequently Asked Questions
Tesla Account Connection Pro Pro+
My Tesla account won't connect — what should I do?
Go to Settings → Tesla Account → Disconnect, then reconnect. Make sure you are using your Tesla account credentials (not a third-party login). Tesla OAuth sessions expire periodically — reconnecting generates a fresh token. If the issue persists, check that your Tesla app is working normally on the same device.
My charging data isn't updating.
Tesla API data typically refreshes every 5–10 minutes while your vehicle is charging. If data is stale for more than 30 minutes, go to Settings → Tesla Account → Refresh. Note: Tesla's servers occasionally experience delays independent of AmpNest. If your Tesla app also shows stale data, the issue is on Tesla's end.
How do I revoke AmpNest's Tesla access?
Open the Tesla mobile app → Profile → Connected Services → Third-Party Apps → find AmpNest → Revoke Access. You can also go to AmpNest Settings → Tesla Account → Disconnect at any time.
Charging Spot Booking
I can't see my building's charging spots.
Your building manager (the person who set up AmpNest for your building) needs to invite you via an invite code or QR code. If you are the first AmpNest user in your building, you can create a building in Settings → My Building → Create New Building.
I missed my booking window — what happened?
If you do not arrive within your grace period (10 minutes for Free/Pro, 15 minutes for Pro+) after a spot becomes available, the system automatically passes it to the next person in queue. You will receive a "booking expired" notification. You can rejoin the queue immediately.
How do I cancel a booking?
On the main Charging Spots screen, tap your active booking card, then tap "Cancel Booking." A confirmation dialog will appear showing the booking details. Confirm to release the slot. The next person in queue is notified automatically. Note: Cancellations within 30 minutes of start time count toward your monthly cancellation limit (3 per month before priority is temporarily reduced).
Push notifications are not arriving.
1. Check iOS Settings → Notifications → AmpNest — ensure Allow Notifications is enabled and alerts are set to "Immediate Delivery." 2. In AmpNest Settings → Notifications, verify the relevant notification type is switched on. 3. Check that Do Not Disturb / Focus mode is not blocking AmpNest. 4. For web (QR code) users: ensure you tapped "Allow" on the browser notification permission prompt and have not blocked the site in browser settings.
Billing & Subscription
How do I upgrade from Free to Pro or Pro+?
Go to AmpNest Settings → Subscription → Upgrade Plan. All purchases are processed securely by Apple. Your Pro or Pro+ features activate immediately upon purchase confirmation.
How do I cancel my subscription?
Subscriptions are managed by Apple: open iOS Settings → your Apple ID → Subscriptions → AmpNest → Cancel Subscription. AmpNest cannot cancel subscriptions on your behalf. After cancellation, your plan remains active until the end of the current billing period.
I was charged after my free trial — can I get a refund?
Refund requests for App Store purchases must be submitted directly to Apple at
reportaproblem.apple.com. Apple handles all billing and has sole authority to issue refunds. AmpNest does not process or receive payment card information.
How do I restore my purchase on a new device?
Sign in to AmpNest with the same account, then go to Settings → Subscription → Restore Purchases. Your subscription is linked to your Apple ID and will restore automatically when you sign in to the App Store with the same Apple ID.
Savings Calculations
Why does my savings amount look different from my actual bill?
AmpNest calculates estimated costs using Tesla API kWh data multiplied by your selected utility rate plan from our built-in rate database. Actual utility bills may differ due to taxes, fees, tiered usage adjustments, or rate changes not yet reflected in our database. Our savings dashboard shows estimates — always refer to your actual utility bill for exact charges.
My electricity provider isn't in the list.
We currently cover major U.S. providers including SCE, PG&E, ConEd, and others. Email us with your provider and rate plan name — we add new providers regularly based on user requests.
Contact Support
If the above steps did not resolve your issue, please email us. To help us assist you faster, include:
- Your AmpNest account email address
- Your device model (e.g., iPhone 15 Pro) and iOS version
- AmpNest app version (Settings → About)
- A clear description of the issue and what you were doing when it occurred
- Screenshots or screen recordings if applicable
Our Goodwill Commitment
We stand behind AmpNest. If you contact us with a verified issue and our team is unable to resolve it within 5 business days (one calendar week of business days) from our first response — through no fault of your own — we will proactively offer goodwill compensation as a gesture of our commitment to your satisfaction.
✓ AmpNest Goodwill Compensation Policy
If an issue materially prevents you from using a core feature of your paid plan and remains unresolved after 5 business days of active support, you are eligible to request the following goodwill compensation:
| Your Plan |
Monthly Price |
Max Goodwill Amount |
| Free |
$0.00 |
$0.00 — We will continue assisting at no charge |
| Pro |
$4.99 / month |
$4.99 × 2 = $9.98 USD |
| Pro+ |
$9.99 / month |
$9.99 × 2 = $19.98 USD |
Compensation is issued as an App Store subscription credit or equivalent. This policy applies per incident and does not constitute an admission of fault. Accepting compensation releases all related claims for that incident.
How to Request Goodwill Compensation
- Email ampnest@familymedvault.com with the subject line: "Goodwill Compensation Request"
- Include your AmpNest account email address
- Describe the unresolved issue and include the date of your original support email
- We will review your request and respond within 2 business days
ELIGIBILITY CHECKLIST
Your request qualifies if all of the following are true:
✓ You emailed us at ampnest@familymedvault.com with a clear issue description
✓ We acknowledged your email within 2 business days
✓ The issue remained unresolved after 5 business days from our first response
✓ The issue materially affected a core feature of your paid Pro or Pro+ plan
✓ The issue was not caused by Tesla API downtime, Apple system issues, or actions outside our control
AmpNest is an independent app and is not affiliated with Tesla, Inc., Apple Inc., or any electricity utility provider. For issues related to your Tesla vehicle, Tesla app, or Apple billing, please contact those companies directly.