Charging Issues

Problems Starting a Charge/Charge Does Not Start

If you encounter any problems while charging at one of our stations, please feel free to contact our customer service at the local number displayed on the charging station or listed here: 

FR 01 30 71 20 20

BE +32 2 31 80 606

One of the most common issues preventing the charging process from starting is a faulty connection between the charging plug and the vehicle. In most cases, the plug cannot be locked into the charging port, which is necessary for safety reasons before charging begins. Here are a few steps to follow:

Make sure the plug is locked in place

When plugging in the vehicle, be sure to hold the plug firmly until it locks into place.

Tension on the Cable/Connector

Check to see if the cable and connector are under too much tension: due to the weight of cooled charging cables or the long distance between the car and the charger, the cable may be under excessive strain, preventing the connector/plug from fitting securely into the car’s charging port. In this case, some chargers may display an error code—62 or 50—indicating a timeout.

Recommended action: Move the connector/plug slightly upward and push it firmly into the car’s charging port. Hold the connector/plug firmly in the charging port for a few seconds until it locks into place. If you encounter any problems, please unplug the connector/plug from your car and reinsert it into the charger. Start the process over.

Connection Delay

Delays between payment authorization and inserting the connector/plug into the car can cause a wait time, which may prevent the charging process from starting. In this case, some chargers may display error code: 63.

Recommended action: Authorize payment before connecting your car to the connector/plug to avoid any delays. If a timeout occurs, please unplug the connector/plug from your car and plug it back into the charger. Restart the process.

The car is not turned off

If the vehicle is not properly turned off—for example, if it is not in Park (P)—charging may not be possible (please consult your car’s owner’s manual for the exact charging requirements).