Skip to content

Common First-Week Issues

It is normal to have a few questions in the first week after a new charger is installed. This guide points you to the fastest next step for common early issues.

The charger does not start charging straight away

Check Charger readiness in the MyPlugStream app.

Common reasons include:

  • the charger is waiting for a schedule
  • a smart charging random delay is active
  • the vehicle is not requesting energy yet
  • load balancing or a site limit is temporarily reducing power
  • the charger is offline and the app is waiting for fresh status

Start with What do Charger readiness statuses mean?.

The app says Charging paused

Charging paused usually means the charger is holding charging because of charger settings or site power conditions.

See Why does the app say Charging paused?.

The LED is not the colour you expected

Use the LED status guide and compare it with Charger readiness in the app.

If the LED is red, stop using the charger if the fault does not clear and contact your installer or PlugStream Support.

The charger appears offline

Check:

  • the charger has power
  • the router or local network is working
  • Wi-Fi or Ethernet is available at the charger location
  • any recent router, password, firewall, or broadband changes

If the charger has just been installed or restarted, it may take a short time to check in.

See Charger offline.

For the short answer on offline charging, see Can I use my PlugStream charger while it is offline?.

You cannot see the charger in the app

Check:

  • you are signed in with the same email address used for handover
  • the installer QR code or invite link was completed
  • the charger serial number and activation code were entered correctly if adding manually
  • the charger has power and network connectivity

See Set up the MyPlugStream app.

For wider sign-in and ownership issues, see Account and access issues.

You cannot unplug the cable

Most vehicles lock the connector during charging. Stop the charge and follow your vehicle's unlock process.

See I can't unplug my charge point.

Who should I contact?

  • Contact your installer for installation quality, circuit tripping, earthing, supply, or physical installation issues.
  • Contact PlugStream Support for app, charger status, connectivity, charger fault, or account issues.
  • Contact your vehicle manufacturer if the vehicle is not requesting charge or reports a vehicle-side charging fault.
  • Contact your Distribution Network Operator by dialling 105 in the UK for power cuts or suspected local supply issues.

For more detail, see Who to contact for charging issues.

For more quick answers, see FAQs and Troubleshooting.

Still need help?

Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.

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

See How to contact PlugStream Support.