If your car hasn't charged then there might be several reasons. Here you can find a check list that we recommend you go through before you contact us:
Is your charge box working?
To check that your charge box is working you need to check the connection. Can you charge without using the True Energy app? If it works then make sure that the Operator is set to True Energy in your charge box app (Easee, EVBox, Etrel, Charge Amps, etc.). Operator needs to be set to True Energy as that enables us to start and stop the charging of your car.
Here is an example from the Easee app:
Is the charge box locked?
Some chargers are locked with a key fob/RFID. Remember to unlock your charger after you put the cable in your car
Is the True Energy app set up correct?
Is your car added?
Is your charge box added?
Is your charge rule added?
Does the charge plan appear?
Your charge plan is made based on the preferences set in your charge rule combined with your car and charge box. One specific car and one specific charge box in combination .
If you have more cars and/or more chargers then you should always check that the charge plan created has the right car and the right charge box combination - in the top left corner above the charge plan.
Below you see the combination in the charge rule.
Delete car, charge box and charge rule
If everything seems ok and you still cannot charge then we recommend that you try deleting your car, charge box and charge rule and start over again.
If you still cannot charge then contact our support through the app ...More -> Get help.
Remember to write the email address connected to your account and attach any screen dumps that might help us solve the issue. We will help you as fast as we can.