One of the most common issues that prevents a charge to start is the improper connection between the connector/plug and the car. In this case, the connector/plug cannot lock in the port, which is required for security reasons to start charging. Here are some recommended steps to follow: 

  • Tension on cable/connector: check, if there is too much tension on the cable and the connector: due to the weight of the cooled charging cables or due to the large distance between car and charger, there may be too much pressure on the cable and, as a result, the connector/plug doesn't sit firmly in the car's charge port. In this case, some chargers may display error code: 62 or 50, indicating a time-out.


    Recommended action: Move the connector/plug up slightly and push it firmly into the car's charging port. Hold the connector/plug firmly in the car's charging port for a few seconds, until it gets locked. In case of a problem, please unplug the connector/plug from your car and return it to the charger. Restart the process. 



  • Connection time-out: delays between payment authorisation and inserting the connector/plug in the car can lead to a time-out, which may prevent the charging process to start. In this case, some chargers may display error code: 63.

    Recommended action: Prepare your payment authorisation before connecting your car with the connector/plug to avoid a time-out. In case of a time-out, please unplug the connector/plug from your car and return it to the charger. Restart the process. 



  • Car is not switched off: if the vehicle is not properly switched off, for example not in gear P (Parking), charging might not be possible (please check  your car's operating manual for exact pre-conditions of charging).

Any time, if you run into issues while trying to charge at our stations, please feel free to contact our Customer Service team at the local phone number displayed at the charger or listed here: Our national hotline phone numbers.