If your session doesn’t begin, most issues can be resolved with a few quick checks.

1. Reset the connection

• Remove the connector and return it to the holster.
• Turn the vehicle on, then off.
• Lock the vehicle and ensure all doors and windows are fully closed.
• Reinsert the connector firmly until you feel it click into place.
• Support the weight of the cable while connecting.

2. Check your vehicle settings

Your vehicle may prevent charging due to onboard settings. Check:

• The vehicle is unlocked
• No charging schedule is active
• If needed perform a soft vehicle reset in line with your manufacturer guidance.
• This usually involves locking and unlocking the car in quick succession using the key fob.

3. Connection Time-Out

Most chargers allow a short window between payment authorisation and plugging in.
If there’s a delay, the session may expire before charging begins. The screen may return to the welcome page or prompt you to start again.

This doesn’t mean the charger is faulty — it simply means the authorisation window has timed out.

What to do

• Unplug the connector from your vehicle
• Return it fully to the charger
• Plug in first
• Then activate payment to start the charging session by either tapping your card for contactless payment or restarting the session in the GRIDSERVE app.

5. Still not starting?

If available, you may also try another connector at the same location before calling Customer Support on 0800 240 42 42 with:

• Charger ID
• Connector type
• Vehicle make and model
• Any on-screen messages

We’ll run remote diagnostics and get you charging as quickly as possible.