What do I do if the car is not charging?
- The customer might have configured the car to only charge at a specific timeslot, or only until a specific battery percentage is reached (typically 80%).
- Depending on the configuration, the charger might be waiting for authorization. The status will be “Authorizing”, and once the customer starts the charge (app or key fob), the status changes to “Waiting to start”.
If the need for authorization is disabled, either by CPO or the customer, the charge will begin immediately, unless the conditions mentioned in 1) is set.
- The cable might be faulted or not properly connected to either car, vehicle or both. The customer needs to firmly push in the cable, even if it feels tight - of course without using aggressive force.
Each manufacturer has different tolerances for the cables measurements, so a cable might slip in without a problem into one charger, and will need to be force-pushed into another.
The customer might say that they have used the cable on other chargers without a problem, but unfortunately that is not useful information for the current case.
The customer will need to try with another cable, or check the cable for dirt/other foreign matter. We usually provide the customer with a new cable for free – if they wish to keep it, the normal fee applies; otherwise they should return it to us after the test.