Error when starting a charging session

If you're seeing an error or the charger isn’t responding as expected, try the steps below:

1. Check the Charger

The charger may be faulted. You can check its live status in the ChargeNet app or on our Network Status page.
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

Log in to the ChargeNet app or on a browser.
Make sure your account has an active credit or debit card loaded.
If needed, update your payment details here.

3. Are You Using an RFID Fob?

Make sure your RFID fob is registered to your account. You can check this in the app or in your account settings.
If it's a new fob, it must be added to your account before it will work.

4. Are You Using the Right Connector?

On the ChargeNet app, make sure you’ve selected the correct outlet (CCS, CHAdeMO, or Type 2 AC).
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

If the charger isn’t activated within a couple of minutes, it will time out.
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 274 227. One of our friendly team members will be happy to help start the charge remotely or investigate further.