• myNewMotion
  • Charge Cards
  • myNewMotion
  • Charge Cards

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.

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Search and find more than 155,000 public charge points in the neighbourhood and on the road across 35 countries. Request your personal charge card through the Shell Recharge app.

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The New Motion B.V. - Rigakade 20, 1013 BC Amsterdam, The Netherlands - KVK: 32158064 - BTW: - NL821197782B01