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I can't start a charge session

Session not starting? In the Chargefox app, check the instructions for the Port you're using:

• If the Port says 'Unlock', tap 'Unlock', then plug the cable into your vehicle

• If the Port says 'Plug in your vehicle', plug in first, then tap the 'Start' button

Troubleshooting charging

Charging sometimes takes a few seconds to initiate. If your session doesn't start immediately, wait a  bit before trying again.

If your charging session doesn't start, try these steps: 

  1. Unplug the cable from your vehicle.

  2. Check the Chargefox app. The port should show 'Available plug in your vehicle' or 'Unlock'

    1. If it shows anything else, you'll need to try a different station.
  3. Plug the cable into your vehicle, you may need to tap unlock if that's showing the Chargefox app.
  4. Once you've plugged in, tap Start. You should hear a click as the cable is locked in place. For AC charging, if using your own cable, you should also hear a click at the station end. 
  5. Charging should then start within a few seconds. 
    1. If it doesn't, try a different Port or check the Chargefox app to see if another station is available near you.

Common charging issues

Charging sequence

There are two ways to start a session: 'plug in first' and 'unlock first'. The Port you are using will include instructions on which sequence to use:

  • If the Port says 'Unlock', tap 'Unlock', then plug the cable into your vehicle. Tap the 'Start' button when it appears to initiate your session
  • If the Port says 'Plug in your vehicle', plug in first, then tap the 'Start' button when it appears

Cable weight 

For some chargers, you may need to support the weight of the cable when you start a session. 

Plug the cable into your car. Give it a firm push and hold it in place. Tap 'Start'. Once charging begins, you can let go of the cable. 

At the end of your session, you may need to hold the cable in place again as you tap 'Stop'.

Check your Chargefox app version

The Chargefox app is regularly updated. Make sure you have the latest version of the Chargefox app if you are having trouble charging. 

Stuck on Preparing screen

If your app is stuck on the preparing screen, it is usually a timeout issue. You'll need to unplug and start again. 

 

Can't stop your session?

Find out what to do if your session doesn't stop.