I can’t remove the cable from my vehicle. It’s stuck.

Why is the plug locked in the vehicle? 

During charging, the vehicle locks the cable in place for safety and security, to prevent the cable being disconnected while you’re away from your car.

Occasionally, the cable may get stuck if; 

• the vehicle is preventing the cable from being released, or 
• the charging session has not stopped.

How to release the cable:

Check that the charge session has stopped.

• If the charge session has not stopped, it won't be possible to remove the cable. Check the Chargefox App or station interface to confirm charging has ended. This may take several minutes. 
• 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 steps in normal operation. 

Different vehicles will have a different process 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.
• Locating a physical release button near the vehicle charging port. 

Some stations will have heavy cables that put tension on the plug, you may need to;

• ensure the plug is firmly pushed into your vehicle, then try unlocking again, or
• 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 manual, or contact your vehicle manufacturer or roadside assistance provider. 

If you have a hire vehicle, you should contact the hire car company.