Sometimes a connector does not appear as available in the app even though it clearly looks available on the physical device.
This is indeed a situation that can occur, and there are several potential reasons for this.
Let me provide you with some information and possible solutions:
Plugging in your car before selecting the connector in the app: if a car is plugged in before the connector is selected in the app, the app will sense that the connector is in use and therefore prevent users from selecting it. It is important to always select the connector before plugging in your car.
Two connectors of the same device : On some chargers, one "charging device" might have multiple connectors. However, since each charging device can only charge one car at a time, only one of these multiple connectors can be used simultaneously. The app will therefore display all the connectors of one device as unavailable if one of them is used.
System Delay: Sometimes, there can be a delay in the system updating the status of a connector. If you've just arrived at a charging station and see this status, it might be worth waiting a few minutes and refreshing the app to see if the status updates.
Communication Issues: Occasionally, there might be communication problems between the charging station and the central system. This can cause the connector to appear unavailable even when it's not in use.
Charger Malfunction: In some cases, the charging station itself might be experiencing technical issues. This could cause a connector to appear unavailable even when no car is connected.
Maintenance or Reserved Status: Some charging stations may have connectors that are temporarily unavailable due to maintenance or because they're reserved for specific users.
If you encounter this situation, here are some steps you can take:
Wait and Refresh: Give it a few minutes and try refreshing the app to see if the status updates.
Try Another Connector: If the station has multiple connectors, try selecting a different one if available.
Use the Physical Card: If starting a session through the app doesn't work, try using your physical Mbrella Charge card to initiate the charging session.
Report the Issue: It's helpful to report such discrepancies to improve the system. You can do this through the in-app chat.