If you're seeing an error or the charger isn’t responding as expected, try the steps below:
1. Check the Charger
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The charger may be faulted. You can check its live status in the ChargeNet app or on our Network Status page.
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If the screen is blank, frozen or displaying an error, this often means the charger is offline or experiencing a fault.
2. Check Your Account
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Log in to the ChargeNet app or on a browser.
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Make sure your account has an active credit or debit card loaded.
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If needed, update your payment details here.
3. Are You Using an RFID Fob?
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Make sure your RFID fob is registered to your account. You can check this in the app or in your account settings.
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If it's a new fob, it must be added to your account before it will work.
4. Are You Using the Right Connector?
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On the ChargeNet app, make sure you’ve selected the correct outlet (CCS, CHAdeMO, or Type 2 AC).
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Some chargers support only one car at a time (typically 50kW or lower), so if another vehicle is already connected, please wait until it's finished.
5. Session Timeout
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If the charger isn’t activated within a couple of minutes, it will time out.
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Simply return the connector to the holder, wait a moment, then start the process again.
6. Still Not Working?
If none of the above helps, please give us a call on 0800 224 274. One of our friendly team members will be happy to help start the charge remotely or investigate further.