Why is my electric vehicle not charging?
This could be caused by any number of things:
The vehicle is in gear – this may sound like a strange reason, but it is often the case with some electric vehicle models. The car must be in P (Park) for charging to start.
Cable not plugged in properly – Unplug the charging cable from the electric vehicle and, if possible, from the charging station and then plug back in again.
Electric vehicle not authenticated – Have you held your RFID card up to the card reader on the charging station? Charging stations with displays will show you whether or not authentication is necessary. If it still does not work, please try another RFID card. Failing that, please contact our The Mobility House customer service hotline (+49 89215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).
Electric vehicle is waiting in the queue – Your electric vehicle may be waiting in the queue, because there is currently not enough charging power for all the electric vehicles in your fleet. As soon as there is enough power for your electric vehicle, it will start charging. If this is the case, you will be able to see so in the ChargePilot user interface.
My car is charging but with very little power, even though there are no other cars plugged in.
It is possible that the charging power in the vehicle has been set to a lower charging-power level. This cannot be overridden by the charging management system.
My car was plugged in for several hours and did not charge. What happened?
There are several possible causes for this:
- Electric vehicle is waiting in the queue – Your electric car has been waiting in the queue, and there is not yet enough charging power available to charge your electric car.
- Electric vehicle has not been authenticated – The charging process first has to be authenticated with an RFID card. If this is not done, the charging process will not start.
I cannot unplug the charging cable from my electric vehicle. What could be the cause?
The charging cable is locked at both ends as standard. To release it, you have to unlock the plug in the electric vehicle with a key. If that does not help, there could be a problem with the charging station or with the electric vehicle.
I have lost an RFID chip. Where can I get a new one?
You can order a new RFID card or RFID chip from The Mobility House any time.
My RFID card is not being recognised. What could be the cause?
Test your RFID chip on another free charging station. If the chip is also not recognised by this station, please contact The Mobility House customer services (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)).
I see in the ChargePilot user interface that a charging station is currently out of order. What can I do?
- Disconnect the power from the charging station and reconnect it
- Disconnect the LAN cable between the controller and the charging station and reconnect it
If the charging station is still out of order after trying these steps, please contact our customer service team (+49 89 215 38 054, Mon-Fri, 8 AM to 6 PM (CET)). Please note that only authorised persons are permitted to perform these two steps.
What do the coloured indicators on the charging station mean?
For a detailed explanation, please follow the link to your particular charging station:
Alfen Eve Single: https://alfen.com/sites/alfen.com/files/downloads/Handbuch-EveSingle-Deutsch.pdf (from page 9 9)
KEBA KeContact P30: https://www.keba.com/download/x/73b7fd4d35/kecontactp30_bdde_web.pdf (from page 13)