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: IONITY national hotline phone numbers.

One of the most common issues that prevents the start of a charging process 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 required for safety reasons before charging can begin. Here are a few steps to consider:

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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).

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.

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.

Make sure the plug is locked

When connecting the vehicle, make sure you hold the plug firmly, until it is locked.