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❌ My charging session failed / stopped unexpectedly

Our support team is available 24/7 to help resolve failed or stopped charging sessions. Before contacting us, please try the following:

Step 1 – Restart the session

  1. Unplug all cables. 

  2. Restart the charge via the app or by scanning your RFID card.

  3. Check if the session has now started. 

Some chargers require a specific sequence to begin charging, such as plugging in your vehicle before starting the session, while others may operate differently.

Every charger has a setting called a Connection Timeout, which is typically set to 60 seconds or longer, so it’s essential to connect and authorise promptly to avoid timing out.

Step 2 – Check your vehicle

  1. Open the Clenergy EV app.
  2. On the home page, you will see your most recent session at the bottom. If the vehicle has suspended the charge for any reason, this will show Charging paused by vehicle.
    1. If this is the case and it is happening before you've even taken power, check whether you have a schedule enabled or any other settings that would cause the vehicle to suspend the charge.
    2. If this is showing after you have taken power, it indicates that your battery may be full.

Please also be mindful that some vehicles will suspend charging if they have proximity keys that unlock the vehicle when you are close, or if you open the door or leave windows open for example. 

Escalation

If your session still cannot be started or attempts to resume your charge are failing, our support agent can escalate to the charge point operator to investigate the station. 

📞 Still need help? Call the 24/7 helpline: 0800 047 8082.