What happens if the charger isn’t working?

Check you have scanned the correct QR code or entered the charger ID number correctly. If that still doesn’t work, call our customer service number on 01975968032.

If you have already attempted to start a charge and have not been successful, please disconnect the charger from your vehicle and try the following steps:

• Check that your car is powered down, in Park and that you have switched off any charging timers
• Ensure that you have selected the correct connector for your vehicle
• Press Start Charge on your phone app
• Insert the charge connector into your vehicle immediately
• Charging should commence within a few seconds, depending on your vehicle type

If you are starting a charge using a RFID card, please disconnect the charger from your vehicle and try the following steps:

• Check that your car is powered down, in Park and that you have switched off any charging timers
• Ensure that you have selected the correct connector for your vehicle
• Press Start Charge on the charger (depending on the charger type this will either be directly on the screen or on a button on the charger)
• The charger should ask you to swipe your card, depending on the charger type, this will either be directly on the screen or there will be a black card reader panel
• Wait for the charger to confirm that your card has been accepted
• Insert the charge connector into your vehicle immediately
• Check the screen of the charger for any messages, you may need to press OK
• Charging should commence within a few seconds, depending on your vehicle type

 

How do I release a stuck cable?

If you are unable to release the cable at the end of a charge session, please wait up to 1 min as the charge point may need to ‘time out’ after the session has ended. If you are still unable to release the cable:

• Press the eject button on the vehicle key fob to release AC cables
• Disconnect the cable from vehicle if possible, lock and unlock the door and then reconnect the cable to the vehicle.
• Restart charge session, let it run for at least 2 minutes then stop it and try removing the cable

If the above fails please contact our customer service team on 01975968032.

 

Why can’t I log into my account?

Please check that the email address you entered matches the email address registered on your account and the password is correct.

If the password is incorrect please click the forgotten password link and you will receive a reset password email. Alternatively call the helpline number (+441975968032) and someone will be able to reset your password for you.

If you have not received your verification email or your reset password email please check your junk/spam folder (if using a mail app on a smart phone, you may need to login on a browser to access the email).

If you are unable to resolve the issue please contact our team on helpUK@wattifev.com

 

If I have a query or a complaint, where can I write to?

For all enquiries other than for immediate assistance whilst charging please email helpUK@wattifev.com