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My charge point is offline and I am not able to charge my vehicle

To get you back up and running, please follow the 4-step process below:

  1. Turn off the charge point switch in the fuse box
  2. Wait for a minimum of 15 seconds
  3. Turn the charge point switch back on in the fuse box and wait 5 minutes until the charge point has fully started up
  4. Try a charge session with your EV


If you are not able to charge please repeat the 4-step process once more. If you are still unable to charge then please call +44 (0)20 3868 1036 between 9am - 5.30pm Monday to Friday for further support.

FAQ

This means that your charge point has gone offline and is trying to reconnect. In order to get your charge point back online the charge point needs to be rebooted. To reboot your charge point, you will need to conduct a simple power cycle, instructions for which can be found above.

You can reboot your charge point by doing a power cycle, the charge point is usually back up and running within 10 minutes.

An offline charge point means that the charge point is no longer connected to our back offline. This means we cannot track the charging sessions and provide any software updates. In some instances this also causes the charge point to be unable to charge an electric vehicle.

Our technical team is still investigating the root cause. As soon as we have more clarity we will provide updates on our website.

No, the charge point should operate exactly like normal once the power cycle has been completed. If you are experiencing any ongoing issues with your charge point, please contact our support team on +44 (0)20 3868 1036 between 9am and 5.30pm.