Most charging sessions go smoothly, but occasionally something goes wrong. Here is what to do.
If a session will not start
- Check the connector is pushed fully into the port until it clicks.
- Check the charger screen and app for an error message.
- Unplug, wait a few seconds, and try again.
- Try a different gun or charger at the site.
- Check your payment method in the app.
- Call the support number shown on the charger.
If a session stops unexpectedly
A session can stop because the car or charger detected an issue, a payment problem, a power interruption or the car reaching its charge limit. Check your car's display and the app for the reason, then try restarting.
If the connector is stuck
- Make sure the session has ended in the app, on the charger or in the car.
- Unlock your car; many cars release the connector when the doors are unlocked.
- Look for a charging port release option in your car's menu.
- Check your car's manual for a manual release, often a pull cable in the boot or bonnet.
- If it still will not release, call the charger's support line or your car's roadside assistance.
Never force a connector or pull it while a session is active. Stop the session first, and never cut or tamper with a cable.
When to stop and call for help immediately
- You see smoke, smell burning or notice sparks.
- The connector or cable is very hot to touch.
- There is visible damage or exposed wiring.
- The charging area is flooded.
Press the emergency stop on the charger if it is safe to do so, move away, and call the emergency contact shown on the charger.