Hold the connector straight, remove any strain on the cable and pull it out firmly.

If your charging session has ended but the connector won’t release, this is usually because your vehicle is still holding onto the connector. For safety reasons, most vehicles keep the connector locked until they confirm charging has fully stopped.

Often, the solution is simple. The charging session may still appear active in the vehicle, or the cable may be under slight tension, which can make the car think charging is still in progress. Your car, not the charger, controls when the connector is released, as it manages the safety communication between the vehicle and the charger.

1. Make sure the charging session has ended

• Check that the charger screen confirms the session has ended.
• Also check inside your vehicle to make sure the car is no longer charging.
• If using the app, confirm the session is no longer active.
• Wait 30 seconds to allow the vehicle to complete its shutdown process.

The connector will not release while the session is live.

2. Relieve any tension on the cable

High-power charging cables are heavy, and tension can prevent the release mechanism from disengaging.

• Support the cable so it is straight and aligned with the charging port.
• Gently push the connector into the port first.
• Then pull firmly in a straight line. Sometimes a little wiggle will help too.
• Avoid pulling at an angle or forcing the connector.

If the cable is at a slight angle, it may be hard to pull out after a charge and it’s easy to think that it has become stuck.

3. Reset by unlocking the vehicle

In most cases, unlocking the vehicle will release the connector.

If it does not:

• Press the lock and unlock button on your key fob three times in quick succession.
• Or hold the unlock button for up to 30 seconds.

For immediate help please call our 24/7 support hotline on 0800 240 42 42