eCandle app — field guide
For customers, agents and operators in the pilot. Android only for now. Button names below are written exactly as they appear in the app.
Install
- In Chrome on your Android phone, open paygo.ecandle.arkreen.com/download/app. It always downloads the latest version.
- Open the downloaded file.
- If Android says the install is blocked, tap Settings and allow installs from Chrome, then go back and tap Install.
When a new version comes out, install it the same way. It replaces the old one and keeps your payment history. Small updates arrive by themselves: close the app and open it again, twice, to get the latest one. To see what changed in each version, open paygo.ecandle.arkreen.com/releases.
Still on version 1.0.0? Install the latest version from the link above. Version 1.0.0 keeps working, but it no longer gets small updates. You can see your version in About this app.
Customers: pay for power
You do not need an account.
1. Find the device
Open the app and tap Scan device code. Point the camera at the code on the device.
No camera? Type the code printed on the device (for example KAN-1) and tap Go.
2. Choose how long you want power
The device page shows the device and its plans with their prices: 15 min, 30 min, 1 hour, 2 hours, 4 hours, and on some devices Night · 12 hours, Day · 24 hours and Week · 7 days. Longer plans cost less per hour.
At the top, Online means the device has internet: your credit reaches it a few seconds after you pay. No internet · Bluetooth means you will carry the credit to it with your phone (see below).
Your time starts when the credit reaches the device and runs on the clock, whether or not you use the power.
3. Pay
Under Pay on and Pay with, choose the network and coin your wallet uses. You pay shows the exact amount. Tap Pay.
The eCandle Pay page opens. Tap your wallet, approve the payment in the wallet, then come back to the app.
4. Wait for the payment
The Payment screen updates by itself, usually in under a minute. Pay within the time shown.
If the time runs out before you paid, tap Haven't paid yet? Start a new order. If you did pay, keep the screen open — paid orders are recovered automatically.
5. Power is on
- Device with internet — the screen shows Credit delivered and counts down your time. The home screen shows the same countdown.
- Device without internet — the screen shows One more step. Go to Send the credit over Bluetooth.
Devices with new firmware (5.4 and later): when you pay, all outputs turn on — AC, DC and USB. When your time ends, all of them turn off.
Add more time
Tap Add more time on the Payment screen or on the countdown on the home screen. The plan you bought last time is already selected — tap Pay again. The new time is added after the time you still have; you do not lose any.
The app also reminds you: a notification 10 minutes before your time ends, and one when it ends. Tap it to buy more. The first time, Android asks whether eCandle may send notifications — tap Allow.
Pay for someone else
On the device page, tap Pay for someone else? Share this link and send it on WhatsApp or by SMS. If the other person has the app, the link opens it; if not, it opens the payment page in their browser.
Send the credit over Bluetooth
For devices without internet, your phone carries the credit to the device.
Stand next to the device. Bluetooth must be on.
Tap Send credit over Bluetooth. The first time, Android asks for permission to find nearby devices. Tap Allow.
Wait. The app finds the device and sends the credit by itself. If several devices are nearby, a list appears. Tap the name that starts with
PAYGO-; the closest is listed first.You are done when you see All credit delivered and the time starts counting down.
If it stops part-way, tap Find the device to try again. Your credit is not lost.
Devices with firmware 5.5 and later: after the credit is sent, the app also uploads the device's power-use records from the time it had no internet. This takes up to about 20 seconds and contains no personal information. You can leave the screen; the rest is sent next time a phone connects.
Pay with cash
- Follow steps 1–3 above, but do not pay on the payment page. Come back to the app.
- On the Payment screen, look under Or pay with cash. There is an 8-character code.
- Show the code to your local eCandle agent and pay them. They confirm it on their phone, and your screen changes by itself.
If something goes wrong
| You see | What to do |
|---|---|
| Device not found | Check the code and scan again. |
| Payment window closed | You did not pay in time. Tap Haven't paid yet? Start a new order. If you did pay, keep the screen open — paid orders are recovered automatically. |
| This order timed out before your payment was confirmed | If you already paid, don't pay again. Keep the screen open; late payments are still matched, usually within a few minutes. If nothing changes after 10 minutes, tap Report a problem. |
| Bluetooth is turned off | Tap Open Bluetooth settings, turn it on, come back and tap Find the device. |
| No device found | Make sure the device is switched on and you are within a few metres. Tap Search again. |
| Wrong device | You connected to a different device than the one you paid for. Tap Choose another device. Nothing was sent. |
| The connection to the device was lost | Move closer and tap Find the device again. Your credit is safe. |
| No response from the device | Move closer and send again. Nothing was lost. |
| Too many failed attempts — the device is locked | Wait for the time shown, then try again. |
| The device turned itself off (firmware 5.4 and later) | When nobody has paid and no charger is plugged in, the lights go out first — the device is still working — and about 5 minutes later it switches off completely. Press the power button: you then have about 5 minutes to pay. With a charger plugged in (power coming in), or while paid time is running, it does not switch itself off. |
| Power did not come on | Tap Power didn't come on? or open the device again and tap Report a problem. Come back to the same screen later to see whether it has been fixed. |
Find an order again
Your credit stays on the server until the device receives it. Closing the app, losing signal or running out of battery does not lose it. Come back to the device, open My payments, open the order, and send it again.
Keep your recovery code
The first time you pay, the app gives you a recovery code — 12 letters and digits, like 7KQ2-M9XD-4TPA.
Find it at the top of My payments. Write it down and keep it.
On a new phone, open My payments, tap Restore from another phone, enter the code and tap Restore. Your payments come back to the new phone. After that the old phone no longer sees new payments under this code.
Report a problem
To report a problem, choose what happened, add a short description and, if you like, a phone number or email so the operator can reach you. Tap Send report.
Agents and operators
Tap Operator sign-in at the bottom of the home screen and sign in with your operator account. You only see your own devices, orders and tickets. You stay signed in until you tap Sign out.
Confirm a cash payment
- The customer shows you the 8-character code on their phone.
- Open Cash payments and type the code in the search box.
- Check the amount and the device. Take the cash.
- Tap the order, then Yes, I received $….
Only confirm after you have the cash in your hand. Confirming gives the customer their power and records the amount against your account.
If the app says the order was already paid through another channel, do not take cash for it — the customer has already paid online.
Send credit to a device for a customer
Some devices have no WiFi. They only get their credit from a phone over Bluetooth. That can be the customer's phone or yours.
- After you confirm cash for one of these devices, the app shows Send credit over Bluetooth. Stand next to the device and tap it.
- Or open My devices, tap the device, and tap Send credit over Bluetooth.
The app finds the device and sends the credit by itself. You are done when you see All credit delivered.
Check your devices
My devices lists every device with its status and battery level. Offline devices are at the top. A device that works over Bluetooth and has no WiFi shows Bluetooth instead of Offline. Tap a device to see battery, power in and out, and WiFi signal. Pull down to refresh. For a Bluetooth device, tap Check device over Bluetooth to see how much time is left on it.
Further down, Last 30 days shows what the device earned: revenue, number of payments, hours sold and the share of the time that was sold. Power used shows what it really delivered: hours the output was on, energy in kWh, average power, and a bar for each of the last 14 days. Power-use data starts from 10 October 2026 and only for devices that are online.
Devices with new firmware
Firmware 5.4 and later:
- A paid customer gets all outputs — AC, DC and USB. When the time ends, all of them turn off.
- When it switches itself off: if USB and AC are both off and no power is coming in, the device switches off completely after 5 minutes. DC being on does not keep it awake. A plugged-in charger, or paid time running, keeps it on.
- When it is switched off, eCandle cannot reach it. An online payment only arrives once someone switches the device on; Bluetooth works as usual.
- The lights going out does not mean it has switched off. To know whether it really did, check whether it is still online in My devices.
Firmware 5.5 and later:
- While a device has no internet, it records its power use every 5 minutes and keeps about 7.7 days of records.
- Check device over Bluetooth (or any customer sending credit over Bluetooth) uploads these records. The device page in the eCandle admin shows how many are recorded, confirmed and still waiting.
- Connect to each offline device over Bluetooth at least once a week, so no records are lost.
Payment funnel
Payment funnel (on the operator home, or Payment funnel for this device on a device page) shows how many phones went from opening a device to paying, step by step, for the last 7 or 30 days. The percentage next to each step is the share of the step above, so the biggest drop shows where people give up. It also counts Bluetooth deliveries and how often people tapped Add more time, opened a reminder or shared a payment link. It counts both the app and the web payment page; tap App or Web page to see one of them.
See payments
Payments lists every payment on your devices. Use Paid / Waiting / Expired / All to filter.
Tap a payment to open the transaction on the block explorer. Cash payments show cash.
Tap Export CSV to send the payments in the current filter as a spreadsheet file (up to 5000 rows) — for example to email or WhatsApp to your accountant.
Handle tickets
Customers report problems from the device screen. They arrive under Tickets.
- Open — new reports. Tap Start when you begin working on one.
- In progress — tap Mark as done…, write what you did, then tap Mark as done.
- Done — finished reports, with your note.
If the customer left a phone number or email, tap Contact to call or write to them. A report marked Overdue has waited too long — handle it first.
Getting help
Send the eCandle team: the device code, what you tapped, and a screenshot of the screen — including the lines of small text at the bottom of the Bluetooth screen, which tell us exactly what the device answered.