If you're having trouble removing your cable from the charge point, please try the following steps.



  1. Visit the charging page for the charge point you're currently plugged into and be sure to press the Finish charging and release cable button. Please be aware this can take up to 60 seconds if the mobile coverage in the area is poor. If this button is not visible and the page says Finishing or Finished then move on to the next step.

  2. If you're confident your charge has completed but your cable is still locked into the charge point, please use your car key fob to unlock your car and remove the cable from your car. In most cases this will instruct the charge point to release your cable.

  3. If your cable is still locked in at this point it's possible that your charge never started. If the charging page says Preparing then plug the cable back into your car to try and start a charge. Please remain on this web page until the charge begins. If the charge doesn't start, please refer to our guide Starting and finishing a charge.

  4. If none of the above are successful, please contact our support team on 0800 086 9606 or by submitting a help request through our website using the Help button on the lower right of our website.