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 electric vehicle. Check the connector and make sure that it is securely plugged into your vehicle.
3. Park close: Check that your electric vehicle 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 charging station operator.
5. Charging steps: Make sure you have followed the steps to start the charging session via the Plugsurfing app or charging key.
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 key: Try using the physical charging key to start the charging session. The charging 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 at the charging point. Explain the issue and provide them with the location of the charging station, as well as any error messages or other information that may be helpful.
10. Try a different charging station: If the issue cannot be resolved with the CPO, try finding another charging station 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.