Knowledge base › Support
Troubleshooting a charging session
The screen does not respond
Wait a few seconds and try again; the unit may be finishing a previous session. If it stays unresponsive, note the site ID on the unit and contact us.
The payment did not go through
Check the confirmation step on the screen and try once more. Do not confirm twice if two prompts appear; confirm the most recent one.
Payment approved but the session did not start
Check the cable is seated firmly and the vehicle shows it is connected. If the session still does not begin within a minute, it is refunded automatically. Unplug, replug, and start again.
Failed sessions are refunded automatically without you asking. If a refund has not arrived within an hour, contact us with the reference from your SMS receipt.
Charging stopped early
The most common cause is the vehicle's own limit, such as a charge cap set in the car. Check your vehicle settings. Heat can also throttle charging on very hot days; this is the battery protecting itself.
The charger shows offline
Check the network status page. If the site shows as live but will not respond, contact us with the site name and we will check it remotely straight away.
Still stuck
Use the contact form with the site name, the time, and the reference from your SMS receipt. We reply within one business day, faster for a live fault.