How to start a charging session

Using the mobile or web application

When you attempt to start a charge, it is important that you follow the following sequence of steps. Failure to do so can cause the charger to fault.

  1. Open the app or scan the QR code
  2. Create an account or login
  3. Confirm the charger details
  4. Click start session on the charger display page
  5. Plug in the cable to the vehicle

  • Open app or scan QR code

    Open the ChargeLab app by either downloading the app and selecting the charger, or by scanning the QR code on the charger.
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  • Create an account or login

    Use the 5-digit code sent to your email or phone. For new accounts, add a valid payment method.
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  • Confirm the charger details

    Ensure the charger is online and available. Please check the price and pricing model before starting a charge. Select the charger that corresponds with the charger ID on the charging unit.

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  • Click Start session
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  • Plug In

    Wait to connect your vehicle until you start the session and the charger enters a preparing state, which appears as ellipses on the start session button. Charging will start automatically. If the cable is plugged in too long beforehand, the charger may fault and appear as OOO. 

Using an RFID

You may find that it is easier to start a charge with an RFID card. After ordering and setting up the RFID, all you need to do is tap the RFID reader and insert the cable to start a charge.


 

Common Mistakes & Troubleshooting

  • You are not logged in to your account.

    On the mobile app:

    • Click the Account icon, scroll to the bottom of the page and select Log In
    • From a selected charger, click Log In

    On a charger web page:

    • Scroll to the bottom and click Log In
    • Enter your phone number or email address, and a code will be sent to you via the method you indicated
    • Enter the code and you will be logged in
    • Try to start the charge again

  • You have not added a credit card to your account (paid chargers)

    • Click the "Account" button on the mobile app or the account settings button on the web page
    • Click on "Payments" under the Activity box
    • Confirm you have a valid credit card listed. If you do not, add a valid credit card.
    • Try to start the charge again

  • The charger has an error code or status light

    • If you own the charger, refer to the manufacturer’s handbook that came with the charger to see what the error code means. Follow manufacturer’s instructions, if available.
    • Attempt to plug the charger into your car to see if a charge will still initiate (if it’s set to autostart) or if you can initiate a charge from the app (if it’s not set to autostart).

  • The charger status shows that it is not available 

    • Refer to status troubleshooting steps here

  • There are additional steps due to the connector type

    • If you are using a CHAdeMO connector or Tesla adapter on a level 3/DCFC charger to charge your car, you may be required to push a physical button on the charging station to start the charge. Refer to the screen on the charger for instructions.

  • The cable or adapter is not fully connected

    • Check to see if your connector is plugged in correctly. Retry plugging in the connector.

  • You do not have permission to start the charge

    • Some chargers have restrictions for only specific users. Check to see if the charger appears in the ChargeLab app:
      • If yes, then this charger should not be restricted
      • If no, then you do not have access to use this charger

  • The in-car scheduling settings are overriding

    • Check to see if your in-car scheduling settings are turned on. Your car may be preventing a charge from starting if you are outside of your designated charge window. If you have settings preventing a charge from initiating, disable those settings.

Report the charger

If none of the above steps resolve the issue:

  • If the charger belongs to you, submit a ticket to support here.
  • If the charger does not belong to you:
    • Check the charger and signage for site host contact information. If available, contact the site host to report the status light on the charger.
    • If site host information is not available, submit a ticket to support here.
    • Use the app to find the nearest charger
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