Most charging sessions work without a hitch. When something does go wrong, staying calm and following a few simple steps usually solves it.
If the session won't start
- Check the connector is fully inserted until it clicks.
- Make sure the car is unlocked or in the right mode, as some cars only accept charging when unlocked.
- Check the charger screen or app for an error message.
- Unplug, wait a few seconds and try again.
- Try another gun or charger at the same station.
- Contact support from the app or call +91 8891-985-924.
If charging stops early
- Check the app or screen for the reason: a fault, a payment issue or the car finishing its own charge limit.
- Check your car's charge limit setting, which may be set below 100%.
- Restart the session if it is safe to do so.
- If a session fails or stops because of a station issue, unused EVee Buddy Coins are returned to your balance, as set out in our refund policy.
If the connector is stuck
Connectors lock into the car during charging for safety. If it won't release:
- Make sure the session has stopped in the app or on the charger screen.
- Unlock the car with your key or app; many cars release the connector on unlocking.
- Check your car's manual for its charging release button or emergency release.
- Press the release on the connector handle, if there is one, and pull gently and straight.
- If it still won't release, call support. Do not force it.
When to stop and step away
- You see smoke, sparks or a burning smell.
- The cable or connector is damaged, cracked or unusually hot.
- There is standing water around the charger or car.
In these cases, do not touch the equipment. Press the charger's emergency stop button if it is safe to reach, move away, and call support. In an emergency, call 112.
Help us fix it
Report faults through the app with the station name, gun number and a photo if possible. It helps us fix chargers quickly for the next driver.