You arrive at the charger, plug in the cable and nothing happens. The charger itself is not always the problem. Work through the causes from simple to difficult and you will soon know whether to stay or drive on.
Start with the simple things
Begin with what you control:
- Is the plug fully in, at the charger and at the car? Push until you hear or feel it click.
- Is the car unlocked? Some cars only start charging once unlocked or in a certain mode.
- Does your charging card or app work? Check that your card is not blocked, your payment method is valid and your phone has signal.
- Does the charger have two sockets? Try the other one with the same card.
If the session starts but stops after a few minutes, the communication between car and charger is often at fault. Restarting once costs nothing. Unplug, wait a moment and try again.
Read what the charger says
Many chargers show an error code or a light. Colours differ by brand, so read the explanation on the charger itself rather than assuming it works like the last one you used. If there is a fault number or QR code on the housing, it gets you to the charger’s operator.
Report the fault
An operator does not always see that a charger has dropped out, especially one that few people use. Your report can make the difference.
- Note the charger ID. It is usually on the housing or in the app.
- Call the helpdesk or use the report function in the app.
- Describe what happens: no response, an error code, a session that breaks off.
- Say which cable and which card or app you used.
The more precise the report, the faster a technician knows where to start. A helpdesk can sometimes restart the charger remotely, after which you can simply charge.
Money taken for nothing?
Was an amount charged for a session that never worked properly? Keep the report and a screenshot of the session in your app. What you can claim back depends on your charging card provider’s terms, so read them and contact their customer service.
A worked example
Say your battery is 60 kWh and you arrive with 15%. That is 9 kWh. If your car uses 18 kWh per 100 km, that gets you roughly 50 km. If the next charger is 25 km away, you will make it with room to spare. If it is 60 km away, you will not.
That difference decides whether you can calmly file a report or need an alternative first. So find another charger within range first, and report the fault afterwards. The map shows the chargers nearby.
When is it your car?
Try another charger. If the car will not charge there either, the problem is probably the car or the cable. Check there is no dirt or water in the charging port and that the cable shows no visible damage. If the dashboard shows an error, read the manual and contact your garage if it persists. Stop using a cable that gets hot, smokes or is damaged.
When this does not apply
Can you smell burning, or see a damaged charger or a loose hanging cable? Touch nothing, walk away and report it to the operator. If there is immediate danger, call the emergency services. Now it is about your safety.
Have a plan B
On a long trip, look up a second charging point along your route beforehand. It need not be a detour, and it gives you room if the first one does not work. A second charging card or app is also handy, in case your first is not accepted. How that works is covered in what is an EV charging card, and planning tips are in the route planner apps article.