⚡ My cable is stuck in the charger – what do I do?

Our support team is here for you around the clock, ready to assist if you need help releasing your cable from the station. Because your time matters, we invite you to try a few straightforward steps first before reaching out to our helpline:

Step 1 – Try releasing via the app

1. Open the Clenergy EV app.

2. Tap the burger menu and select Charging history.

3. Find your most recent session and tap Release cable.

Step 2 – Try releasing via the vehicle

1. Reconnect the cable to your vehicle.

2. Lock and unlock the vehicle five times.

3. On the final unlock, attempt to release the cable from both the vehicle and the station.

Step 3 – Check the station

Look for any manual release buttons on the station that may allow you to disconnect the cable.

Escalation

If the cable still cannot be released remotely, our support agent will escalate to 2nd line support and coordinate with the charge point operator (CPO).