What to Do When the Charger Doesn't Work

You've driven to the charging station, plugged in the cable — and nothing happens. A broken charger is frustrating, but it doesn't have to ruin your day. Here's a step-by-step guide to troubleshooting when the fast charger isn't working, and what you can do to solve the problem.

Common problems and causes

Before troubleshooting, it helps to know the most common reasons why a charging station doesn't work:

The cable won't connect properly

• The connector isn't fully inserted into the car's charging port
• There is ice, dirt, or foreign objects in the connector
• The car's charging port is locked or closed

Payment fails

• The bank card is declined
• The app has lost its connection
• The charging tag isn't being read correctly

No power or error message

• The charger shows an error message on the screen
• The charger appears completely dead (no lights, no screen)
• The charger starts but stops after a few seconds

The cable is stuck

• The cable locks and cannot be disconnected after charging
• The car or charger has locked the connector

Step-by-step troubleshooting

Go through these steps in order. Many problems are solved by step 1 or 2.

Step 1: Check the obvious

• Is the charger operational? Look for error messages on the screen, flashing warning lights, or signs that the station is out of service.
• Is the cable properly connected? Pull the connector out and plug it back in. Make sure it clicks into place.
• Is the car's charging port open? Some cars require you to unlock the charging port via the car's menu or a button.
• Is it the right connector type? Most fast chargers have CCS connectors. Check that you're using the right connector for your car.

Step 2: Restart the charging session

• Cancel the ongoing charging session in the app or on the charger's screen
• Disconnect the cable
• Wait 30 seconds
• Reconnect the cable
• Start a new charging session

Step 3: Try a different charging point

Most charging stations have multiple charging points. If one charging point doesn't work, try another at the same station. The problem may be limited to a single charger.

Step 4: Check your car

Sometimes the problem is on the car's side:

• Restart the car: Turn off the car completely, wait a minute, and start it again. Then try charging again.
• Check the car's settings: Some cars have settings for charge limits, scheduled charging, or similar features that can block fast charging.
• Check battery temperature: In very cold temperatures, the car may limit or refuse fast charging. Some cars need to precondition the battery first.

Step 5: Contact the operator's customer service

If nothing works, call the operator's customer service. You can usually find the phone number:

• On the charger itself (sticker or screen)
• In the operator's app
• On the operator's website

Customer service can sometimes restart the charger remotely, and they need to know about the problem to send a repair technician.

Information you should have ready:

• The station's ID number (printed on the charger)
• What error message you see
• What you have tried
• Your car's make and model

Step 6: Find an alternative station

If the charger is truly out of service, you need an alternative station. Use Find nearest charging station→ to find other stations nearby.

Report the problem

When you encounter a faulty charger, it's important to report it — both for your own sake and for other EV drivers who come after you.

How to report:

1. Via the operator's app: Most apps have a "Report problem" function
2. Call customer service: Direct feedback ensures the problem gets registered
3. Share information: Tell other EV drivers about the problem via social media or EV forums

Reporting helps the operator prioritize repairs and provides better data about which stations need upgrading.

Prevention: how to avoid charging failures

You can reduce the risk of being stuck with a charger that doesn't work:

• Check status in advance: Use apps and maps to see if the station is operational
• Have a plan B: Know about alternative stations in the area
• Keep the app updated: Outdated apps can cause connection and payment problems
• Keep the charging card clean: A dirty charging card or worn tag can cause reading problems
• Charge before you must: Don't wait until the battery is nearly empty — then you have no buffer if the station is out of service

Compare charging prices→ and find alternatives so you always have a plan B.

Your rights as a consumer

If a charging service doesn't deliver as promised, you have rights as a consumer. If you've been charged for a charging session that didn't work, you have the right to a refund. Contact the operator's customer service and refer to your documentation (screenshots, timestamps, station ID).

See all operators→ for contact information for the various charging operators.