Plug & Charge is activated, but the session doesn't start automatically. What should I do?
Check the following:
- Verify the station is Plug & Charge capable. Not all stations support the ISO 15118 protocol. Use the network filter to find compatible stations.
- Check the Plug & Charge status in the app. Go to your contract → Services → Plug & Charge and confirm the status shows "Active" (not "Pending").
- Confirm the certificate is installed in the vehicle. Go to the charging menu in your vehicle and check whether the contract has been downloaded. If not, download it.
- Try plugging in again. Occasionally, the ISO 15118 handshake requires a fresh connection attempt.
- Fall back to RFID or app authentication if the session does not start after a reasonable wait. Then contact your fleet manager or support if the issue persists.
Plug & Charge shows "Active" but still doesn't work. What next?
If the status is Active, the certificate is on the vehicle, and the station supports Plug & Charge, contact the CHARGE NOW for Business support team. In some cases, an issue may exist with the vehicle's onboard system — in which case the vehicle manufacturer's support team may need to be involved.
Plug & Charge is activated, but the contract can't be downloaded to the vehicle. Why?
The certificate download may not yet be available if the contract was just created. Please wait a few minutes and try again from the vehicle charging menu. If the issue persists after 30 minutes, contact CHARGE NOW for Business support.