Why won't my charging session start?

⏱ Estimated reading time: 2–3min

✅ Quick answer

Check that your phone is online, the plug is firmly connected, and you've selected the right charger in the app. If the session still won't start, try your charging card, or contact the charge point operator (CPO) using the details on the charger.

🔍 Check these first

1. Check your internet connection: Make sure your phone has a stable connection.
2. Check the plug: Make sure the connector fits your car and is plugged in firmly.
3. Check the charger in the app: Make sure the charger you selected is the one you're plugged into.
4. Check your payment method: Make sure you've added a payment method, its details are up to date, and it has enough funds to cover the session.
5. Update and restart the app: Install the latest version from the App Store or Google Play, then close the app completely and open it again. If it still doesn't work, restart your phone.
6. Try your charging card: Some chargers can only be started with a charging card. Tap your card on the charger's RFID reader. The card needs to be activated on your Plugsurfing account.

For the full steps, see How to start a session.

🔌 Problem with the charger itself?

If the charger's display shows an error or the charger seems to be off, contact the CPO. You'll find their contact details on the charger. Tell them where the charger is and what the error says. Meanwhile, find another charger nearby on the Charge tab.

You can also report the problem in the app:

1. Open the Plugsurfing app
2. Select the charger
3. Select Report a problem
4. Choose the problem type and add the details
5. Select Submit

🛠️ If it still doesn't work

Contact Plugsurfing support in the app: Account → Help and support → Chat with digital assistant. On your computer, use the Plugsurfing support chat. Have the charger's location, the time you tried, and any error message ready.