What to do when a charging session will not start

If a charging session does not start, first check the message shown by the charger, vehicle or Smart Fuel Pass interface.

1. Confirm that the selected connector matches the connector connected to the vehicle.
2. Disconnect and reconnect the cable firmly, then follow the start steps again.
3. Check that your selected payment method or access card is active and accepted.
4. If another connector is available, try it only after the first attempt has ended.

A charger that is offline or has an unstable connection may be unable to authorise or report the session correctly.

If the problem continues, contact support and include:

• charging-station name or ID and connector number;
• date and approximate time of the attempt;
• the message or error shown, ideally as a screenshot;
• how you tried to start the session: payment card, access card or account;
• vehicle make and model.

Do not repeatedly start new sessions while an earlier attempt is still shown as active.