A session doesn't start

If you're having trouble starting a charging session when using Plugsurfing, here are some troubleshooting steps you can try:

1. Internet connection: Make sure you have a stable internet connection and that your phone is connected to the internet.
2. Correct charger: Check that you have selected the correct charger and that it is compatible with your car. Check the connector and make sure that it is securely plugged into your vehicle.
3. Park close: Check that your car is parked close enough to the charging station to establish a connection.
4. Station errors: Ensure that the charging station is turned on and functioning correctly by checking the display or contacting the charge point operator.
5. Charging steps: Make sure you have followed the steps to start the charging session via the Plugsurfing app or with a charging card.
6. Payment method: Make sure you have added a payment method, your payment details are up to date, and you have enough credit to cover the cost of the charging session.
7. Restart: Turn off the Plugsurfing app, restart it, and try starting the charging session again.
8. Charging card: Try using the charging card to start the charging session. The charging card needs to be registered to your Plugsurfing account.
9. Contact the CPO: If the issue is with the charging point operator (CPO), you should contact them directly. You can find the CPO's contact information on the charger. Explain the issue and provide them with the location of the charger, as well as any error messages or other information that may be helpful.
10. Try a different charging location: If the issue cannot be resolved with the CPO, try finding another charger nearby using the Plugsurfing app.

If you still can’t charge, contact our customer support team for help.

You can also report a CPO problem in the app:

1. Open the app
2. Select the charger that is not working properly
3. Tap on "Report a problem"
4. Select the problem type and enter the necessary details
5. Tap on "Submit"
6. Our Development team will share your feedback with the CPO