Why did an EV fail to start or stop charging?

If a customer has seen a message like "Charging failed" or "Couldn’t stop charging" in the app, don’t worry, it’s something that can happen from time to time, and it usually resolves quickly.

Some manufacturers and models are simply more reliable than others when it comes to remote charging commands. Charging is managed through your car’s manufacturer systems, and how consistently those systems respond can vary.

Here’s what might be happening

Charging failed

This means we tried to start charging, but your vehicle didn’t respond. Try starting the charge manually through your manufacturer’s app or by unplugging and plugging in the charger again.

Couldn’t stop charging

We tried to stop the charge, but your vehicle didn’t respond to the command. You can stop charging by using your manufacturer’s app or by unplugging the vehicle directly. 

Why does this happen?

• Some cars don’t always respond to remote commands reliably.

• Connectivity issues between the car and its cloud service.

• The car might be asleep or temporarily unresponsive.

• Manufacturer systems can have delays or outages

What customers can do

• Use the manufacturer’s app if something doesn’t work as expected.

• Try unplugging the vehicle manually if a charge won’t stop.

• Check your internet connection (if you're using Wi-Fi-based home charging) 

We're always working to improve how our app interacts with all supported EVs, but some models are more responsive than others when it comes to remote control.