This page outlines the steps to release the charging cable from your vehicle or the station.
Why is the cable stuck in my vehicle?
During a charge session, your vehicle locks the charging cable in place. This is to prevent the cable from being disconnected while you’re away from your vehicle.
Occasionally, the cable may get stuck if:
- the vehicle is preventing the cable from being released, or
- the charge session has not yet stopped
How to release the cable from your vehicle
Check that your charge session has stopped
- Your charge session must be fully stopped before the cable is released. Check the Chargefox app, your vehicle display or the station display to confirm charging has ended. This may take several minutes. You may need to wait and listen for a click. This will be the sound of the pin releasing that holds the cable in place.
- If you are unable to stop the charge session, contact our support team on 1300 518 038
- If our support team is unable to assist, manual release steps will need to be followed as the vehicle controls the locking mechanism.
Refer to the vehicle manual for cable release
Different vehicles have different processes to release the charging cable at the end of a charge session.
Common troubleshooting steps include:
- locking and unlocking your vehicle several times
- unlocking the charging port through the vehicle display
Some stations have heavy cables that put tension on the plug. You may need to:
- make sure the plug is firmly pushed into your vehicle, then try unlocking again
- hold the weight of the cable to reduce tension, then try unlocking
Contact your vehicle manufacturer or roadside assistance
If these steps do not work, refer to the 'manual release' steps specific to your vehicle manufacturer. These are available in your vehicle's manual. Contact your vehicle manufacturer or roadside assistance provider if you cannot access your manual.
If you are driving a hire vehicle, please contact the hire car company for assistance.
Why is the cable locked in the station?
For stations where you bring your own cable to charge, the station locks the cable in place. This is to prevent the cable being disconnected while you’re charging.
Occasionally, the cable may get stuck if:
- the station is preventing the cable from being released, or
- the charge session has not yet stopped
How to release the cable from the station
Check that the charge session has stopped
- Your charge session must be fully stopped before the cable is released. Check the Chargefox app, your vehicle display or the station display to confirm charging has ended. This may take several minutes. You may need to wait and listen for a click. This will be the pin releasing that holds the cable in place.
If you are unable to stop the charge session, or your cable is still stuck, contact our support team on 1300 518 038