Frequently asked questions

Before attempting any troubleshooting, please ensure both the Leo App and your Leo device are updated to the latest version.

Steps to Update:

1. Update the Leo App: Download the latest version at www.liionpower.tech/app

2. Connect Leo to a charger (ensure it’s powered on).

3. Open the Leo App and connect to Leo via Bluetooth.

4. Update Leo through the app.

Important Notes:

• Do not charge any devices with Leo during the update process.
• Keep your smartphone close to Leo while the update is ongoing.
• After the update, allow Leo to install and restart itself automatically.
• Do not unplug Leo while this process is ongoing.

Once the update is complete, fully unplug Leo and plug it back in. Your Leo should now be updated and fully operational.

Most issues (99%) can be resolved by following the three steps outlined in our manual, available at https://www.liionpower.nl/manual

Steps to Resolve Issues:

Fully unplug Leo

Step 1: Connect Leo to a charger.

Step 2: Set the charging mode using the button.

Step 3: Connect the charging device.

If Leo does not start charging within 30 seconds, fully unplug Leo and repeat steps 1, 2, and 3.

We recommend trying these steps first before proceeding with other troubleshooting methods.

Most of the time, a red LED can be resolved by fully unplugging Leo and reconnecting it, following the 3 steps outlined in the manual.

If the red LED persists, it indicates that Leo requires an immediate firmware update and will not operate until the update is completed.

Steps to Resolve:

• Connect Leo to a charger (the RED light should remain visible).
• Open the App and connect to Leo via Bluetooth.
• Update Leo through the app—even if the app indicates that Leo is already up-to-date, proceed with the update.

Once the update is completed and fully installed, fully unplug Leo and plug it back in. Leo should now be updated and operational again.

If the red light persists, the update was not successful. Please try the steps again. So far, all RED light issues have been resolved through this process.

In Smart Mode (white LEDs), Leo is designed to stop charging before your device reaches full capacity. If your phone/tablet indicates that it charged to 100%, a combination of these two common reasons may explain why:

• Charger specifications:
  For Smart Mode to work effectively, Leo requires a charger that delivers at least 5V/2A. Some chargers, especially older ones, provide only 1A or even 0.8A, which can interfere with Leo’s ability to analyze the charging process accurately. Ensure your charger meets these specifications and that your cable is not defective.

• Phone state-of-charge indication:
  Some phones/tablets display 100% charge even when the actual charge is closer to 90%. Manufacturers often do this to give the impression of faster charging times. You can check the charge graph in the Leo app to see the actual point where Leo stops charging. After Leo stops charging, if you switch to Ghost Mode or Safe Mode, you may notice the phone continues charging for some time, indicating it wasn’t truly at 100%. We’ve provided an example screenshot of this process here. You can verify this yourself, by looking at the charge graph in the Leo app while charging your devices!

Looking ahead:
We’re working on an app update that will allow you to set a custom charge limit at any prefered percentage, for devices that can run the app, like smartphones and tablets. This feature is expected to launch inour next app update!

We have added a feature called 'Higher Charge Limit'. This feature adjusts Leo's autonomous charge limit in Smart Mode to a higher percentage in specific cases where the default limit feels to low.

You can enable this in: 'Settings > Advanced Settings > Higher Charge Limit'

• For some users or devices, the default limit may feel insufficient for daily needs. enabling this feature allows devices to charge futher before stopping.
• For older or long-unused devices with slightly degraded batteries, this feature can help prevent premature charging stops.

At this time, Leo has not been tested with laptops (or large tablets), and there is no dedicated software program for laptops yet. However, we are planning to develop a 'laptop mode' later this year, optimized for laptop charging, which we aim to make available through a software update.

If you decide to use Leo with your laptop, please note that we cannot guarantee performance and are unable to provide support for laptop-related charging inquiries.

Additionally, Leo supports charging up to 100W. Do not use Leo with chargers that exceed 20V or 5A, and always use the cable supplied with Leo.

This issue has been successfully resolved for most users using one of the following methods:

• Update Leo to the latest software.
• Follow the 3 steps in the manual to ensure proper setup.
• If the issue persists, enable 'Higher Charge Limit' in Advanced Settings of the app:
  "Settings > Advanced Settings > Higher Charge Limit"

Keep in mind that a defective or unstable cable can also cause this issue. We recommend trying a different cable to ensure the connection is stable.

Unfortunately, both Android and iOS require location (GPS) permissions for Bluetooth Low Energy (BLE) connections.

This is a system requirement set by Google and Apple to improve security and prevent unauthorized tracking via Bluetooth devices. Leo does not use GPS for tracking—it is only required to enable the connection between the app and your device.

To enable up to 100W charging in Ghost Mode, please enable this in the 'Advanced Settings' in the app.

Settings > Advanced Settings > 100W Ghost Mode (Beta)

• Note:
  To achieve 100W charging, your charger, cables, and device must all support this speed. Leo cannot increase the charging speed beyond the capability of your existing setup.
• Please note that this mode is in beta, and we are working to ensure wide compatibility with all setups. If you experience any issues, we would love to hear your feedback (Settings > Feedback), as it helps us continuously improve this feature.

We are working on the 'Phone Battery' tab in the app, which will allow you to set a charge limit at any preferred percentage for smart devices with the app installed, such as tablets and smartphones.

This feature is currently in testing, and we will soon launch it in the public testing phase on the Play Store.

We will keep an updated overview of the shipment of units here. Please follow the instructions relevant to your region.

United States

All units have been shipped. If you have not received your unit or track & trace, please reach out to contact@liionpower.nl and mention your backer number.

Europe

Most units have been shipped. If you have not received your track & trace, please be patient and check if you have provided us with the correct shipping information and email address in the Kickstarter survey. You are one of the unlucky few, but your Leo will arrive. If you see an error in your address, please update us with a private message from your Kickstarter account.

Rest of the world

Worldwide shipping can take longer. Please be patient—your Leo should arrive in due time.

We ship worldwide from either our headquarters in Amsterdam or fulfilment partner. In most cases, your product will be delivered by your national postal service.

Tracking will be available for all packages with information sent to your email.

We aim to ship your order within two working days. However, delivery times may vary depending on your location.

If you fail to receive your product and it is returned back to us, send an email to contact@liionpower.nl and we will do our best to fix the problem. There may be an additional shipping charge to send it back out depending on the reasons for the delivery failure.

In most cases you will not have to pay import duties. Unfortunately due to the complexity of global shipping, we can not guarantee this is the case. If any duties are owed, they are the responsibility of the customer.

All products are packaged in sustainable sourced cardboard and shipped in sustainable mailers made from recycled materials.

Yes. Leo can be used to charge a wide range of different devices, such as smartphones, headphones, speakers or even your PlayStation 5 controllers. Practically everything that is charged through a USB port, up to 100W.

For larger devices, such as laptops or large tablets, Leo's software has not yet been optimized. Smart Mode is currently optimizing for smaller handheld devices. However, we are actively working on improvements for future updates!

Absolutely! In the default 'Smart Mode', the LED bar will automatically turn off after a few minutes of charging, ensuring it doesn't create any light disturbance during nighttime. We're continuously working on enhancing the app and plan to provide users with customization options to control how frequently and for how long the LED bar remains active.

No! Leo can be used simply as a Plug & Play. It will execute all the standard functions autonomously. The app is only for those who like to customize their settings, and want more insights into battery analytics and health. If you want the app, it is available for both Android and iOS at www.liionpower.nl/app

However, we strongly recommend using the app to keep Leo updated, as we continuously gather data and feedback to enhance its performance over time.

Although one Leo can be used to charge any number of devices, it can only charge ONE device at a time! Therefore, in our team, everyone uses several Leo’s per person.

Like most things, we have high standards when it comes to where and how our products are made, which is why they all come with CE, RoHS, Reach and FCC certifications.

We believe electronic products should last as long as possible which is why we’ve worked hard on making a product that lasts. All our products come standard with a two year warranty.

If you need to change your order, send an email to contact@liionpower.nl and we’ll do our best to change things for you.

For larger orders, please send an email to contact@liionpower.nl.