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Account and Access Issues

Use this guide if you cannot sign in, cannot see your charger, need a charger moved to another account, or think the wrong person has access.

I cannot sign in

Check:

  • you are using the same email address used during charger handover
  • the email address is typed correctly
  • your password reset email has not gone to junk or spam
  • your phone has internet access
  • the MyPlugStream app is up to date

If you still cannot sign in, contact PlugStream Support from the email address you want to use for the account.

I cannot see my charger in the app

Common reasons include:

  • the charger was claimed using a different email address
  • the handover QR code or invite link has not been completed
  • the charger is managed by a landlord, workplace, fleet, or site operator
  • the charger has not checked in after installation
  • the wrong charger serial number or activation details were entered

If the charger has just been installed, check Set up the MyPlugStream app.

I need access added or removed

Contact PlugStream Support if:

  • you moved house
  • the property has a new owner or tenant
  • an employee, driver, or site user needs access changed
  • the charger is assigned to the wrong account
  • an installer handover was completed with the wrong email address

For ownership changes, see Transfer ownership or moved house.

What to include when contacting support

Include:

  • your account email address
  • charger serial number if available
  • site address or installation location
  • what access you expect to have
  • whether you are the owner, tenant, driver, landlord, installer, or site manager
  • any handover QR code, invite link, or activation details you were given

Do not send your password to PlugStream Support.

Useful links:

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.