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Using Your Charger for the First Time

This guide explains the first charge after your PlugStream charger has been installed and handed over.

Before you plug in

Check:

  • the charger has been installed and handed over by a competent installer
  • the charger, cable, connector, and vehicle inlet look clean and undamaged
  • the cable is fully uncoiled and not routed where it can be driven over
  • the connector matches your vehicle
  • the MyPlugStream app is set up if you want app control, schedules, or charger status

Do not use the charger if you see damage, exposed wiring, water ingress, repeated tripping, unusual heat, burning smells, or a red safety fault. Contact your installer or PlugStream Support.

Step 1: Open the MyPlugStream app

Open the charger in the MyPlugStream app and check Charger readiness.

Charger readiness explains whether the charger is ready, waiting, charging, paused, offline, disabled, or faulted.

If the charger is not in your account yet, follow Set up the MyPlugStream app.

Step 2: Choose the charging mode

The charging mode controls when the charger is allowed to deliver energy.

For a first charge, Plug & Charge is usually the simplest mode if it is available on your charger. If your charger is using UK Smart Charging Regulations, Scheduled Charging, or PlugStream Sense, charging may wait for a schedule, random delay, or ready-by plan.

See Charging modes for the full guide.

Step 3: Connect your vehicle

  1. Park safely and switch off the vehicle.
  2. Connect the charging cable to the vehicle.
  3. Make sure the connector is fully inserted.
  4. Check the LED indicator and the MyPlugStream app.

Your vehicle may lock the connector during charging. This is normal.

Step 4: Check whether charging starts

Charging may begin straight away, or it may wait.

Normal waiting reasons include:

  • the charger is waiting for a schedule
  • a UK 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 app status has not updated yet

Open Charger readiness in the app for the clearest explanation.

Step 5: Stop charging and unplug

Charging may stop when the vehicle is full, the schedule ends, the app stops the session, or the vehicle stops requesting energy.

Before unplugging:

  1. Stop charging in the app or vehicle if needed.
  2. Follow your vehicle's unlock process.
  3. Hold the connector body and remove it gently.
  4. Store the cable safely.

Do not pull the cable or force the connector. If it will not release, see I can't unplug my charge point.

If the first charge does not work

Check:

  • Charger readiness in the MyPlugStream app
  • the LED colour and whether it is solid, pulsing, or changing
  • the charging mode and schedule
  • whether your vehicle is ready to accept charge
  • local Wi-Fi, Ethernet, router, or site internet connection

These guides can help:

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.