Cables lock to your vehicle during an active charging session as a safety feature. Before trying to remove the cable:
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Check the Session has stopped: via the app, RFID fob, or charger screen. Wait for confirmation that the session has ended.
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Unlock your vehicle: use your key fob or the vehicle's app to unlock the car. Many EVs lock the charge port when the car is locked. Some cars require you to double press or hold the unlock button on your key fob
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Use the In-Car Button: Some EVs have a dedicated unlock/release button on the dashboard or directly next to the charging port
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Try your vehicle manual release: If the electronic lock fails, almost all EVs feature a manual release. Refer to your Vehicle’s Manual as this may be in your boot or under your bonnet.
If the cable is still stuck after trying all of the above, Contact our Customer care team
Do not force the cable to remove as this may damage your vehicle's charge port.
If you are charging on an Autel AC charger
There will not be a button on the charger to explicitly stop the charge. You must stop the charge either with the app, or by unlocking the cable from your vehicle’s side.