We understand that it can be incredibly frustrating if you discover that your car hasn't been charging. However there is usually a simple explanation for this and will usually be one of the following reasons:
1. You closed the website too early
The char.gy service relies on an instruction from the web browser or app to start a charge. If you closed the website on your browser or your Char.gy app before seeing Charging on the charging page then it's highly likely that this is the reason it didn't start a charge. Please refer to our Starting and Finishing a Charge via your Browser or via the app Guides to help with this.
2. You have an outstanding payment
If this is not your first charge, then it is possible that the payment for your previous charge failed. Please check your account on the web browser to see whether you have an outstanding payment and follow the link pay (you will have also received an email after the charge to let you know that your payment failed). Once you have paid your outstanding payment then you will be able to charge again straight away.
3. You're on the wrong charging page
Each charge point has an ID. Please ensure that you're on the correct charging page for your charge point by reading the ID on the top of the charge point and comparing it to the ID at the end of the website URL. For help on finding the charge point ID please refer this page on our website. If you're using your browser then compare the URL on the top of the charge point to the URL in your browser and ensure they are the same.
4. The charge point is out of communication
The charge points use a mobile signal just like our phones. If that signal drops out then your charge may not start, no matter how long you stay on the charging page. You can check if a charge point is unavailable before plugging in by checking the status at the top of the charging page. Unfortunately if this is the case then you'll need to find a different charge point close by and the charge point issue will be flagged up to our Field Services team.
5. The charge point is faulty or there is a system failure
Even if a charge point says it's available, there are still times when there is an internal fault or a software failure. Please check the LEDs underneath the charge point and report this to our support team on 0800 086 9606 or by emailing [email protected]. Please find our LED guide linked here.
6. The charge point is suspended
This can simply means the charge point has lost network connection but will be up and running as soon as it reconnects to the network, in which case your charge will automatic restart. A charge may also be suspended if your car battery is full. For further information on suspended charges please read our full guide linked here.
If you still need help then you can contact our support team on 0800 086 9606.
