FAQs and Troubleshooting
Find quick answers to common PlugStream charger, app, connection, installation, and warranty questions.
If your charger is showing a red fault, smells unusual, looks damaged, or the electrical installation appears unsafe, stop using it and contact your installer or PlugStream Support.
Charging
- Can I use my PlugStream charger while it is offline?
- Why is my charger not charging at full speed?
- Why does charging start immediately when I set a schedule?
- Should I schedule charging in the car or MyPlugStream?
- Vehicle Wake Assist
- Why does the app say Charging paused?
- Charging modes
Internet and app
- Why is my charger offline after changing router?
- Charger offline
- Change Wi-Fi or router
- Where do I find my charger serial number?
- Account and access issues
LED and fault states
- What does a blank or no-power LED mean?
- What does a red fault LED mean?
- LED statuses
- I can't unplug my charge point
Installation questions
- Can I get a 7 kW charger at home?
- Can I get a 22 kW charger at home?
- What are MPAN, main fuse, looped supply, and CT clamp?
- Can I charge from solar panels?
- What your installer should hand over
Warranty and documents
- PlugStream warranty policy
- Warranty and installer evidence
- Transfer ownership or moved house
- Product documents
Still need help?
Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.
- Phone: 0300 180 0403
- Email: support@plugstream.co.uk
Please include:
- charger serial number, if you have it
- MyPlugStream account email or site contact email
- LED colour or Charger readiness message
- what you expected to happen and what happened instead
- photos of the charger, cable, connector, or installation area if relevant
- screenshots from the MyPlugStream app if relevant