Troubleshooting Home Standard

Charge point does not work

Possible cause

• No electricity to charge point.

Solution

• Move the position of the circuit-breaker (Note: If you have a three-position circuit-breaker, then you must first push it downwards before it can be pushed upwards)

Charge point remains on “available” (green tick)

Possible cause

• Card not read because:
• The charge card is not good anymore (e.g. crack in the RFID chip).
• The RFID reader is not working well anymore.

Solution

• To check this, you could use another charge card to see if the charge point responds.

Charge point briefly starts charging but then stops

Possible cause

• The charge card is not linked to the charge point.
• Guest use of the charge point is disabled.

Solution

• Link the charge card to your charge point at my.newmotion.com.

Charge point does not recognise the charge card

Possible cause

• The card is not a charge card, but e.g. a credit card.
• The card is defective
• RFID reader at the charge point no longer works

Solution

• Check that your lease card is not just set for petrol.
• Check whether your card is worn or torn. If so, request a replacement free of charge from us.
• Contact NewMotion if none of the above solve the problem.

The charging cable is stuck

Possible cause

• The lock mechanism cannot be raised.
• A different charge card that was used to start the session is being used to end the session.

Solution

• End the session with the same charge card that was used to start the charging session.
• Contact NewMotion.

An error is indicated

Possible cause

• Can have various causes.

Solution

• Contact NewMotion.

Charge point switches from waiting to error

Possible cause

• The cable is not correctly connected.

Solution

• Disconnect both ends and then firmly reconnect both ends. Try and start a charging session again.