Help Centre

Support & Troubleshooting

Find quick fixes, diagnose LED patterns, or browse our guides to get your charger working again.

Interactive Guide

Interactive Troubleshooting Guide

Answer a few quick questions and we will identify and resolve your issue.

Help Articles

Browse common issues and step-by-step solutions.

power_off

Charger Not Starting a Session

Steps to diagnose why your charger is not initiating a charge when the cable is connected.

Read article arrow_forward

light_mode

Understanding LED Flash Patterns

A complete guide to every LED colour and flash pattern and what each one means.

Read article arrow_forward

speed

Slow Charging Speed

Why your charger may not be delivering full power and how to resolve derating issues.

Read article arrow_forward

electrical_services

RCD and Circuit Breaker Tripping

How to diagnose and resolve recurring RCD or MCB trips when using your charger.

Read article arrow_forward

wifi_off

App Connectivity Issues

Resolving problems with the Xplug app not connecting, syncing, or showing your charger.

Read article arrow_forward

lock

Lock and Unlock Problems

What to do if the charger lock function is not working or you have forgotten your code.

Read article arrow_forward

schedule

Scheduled Charging Not Working

Fix issues with delay mode and smart charging schedules not triggering correctly.

Read article arrow_forward

system_update

Firmware and OTA Update Failures

How to resolve firmware update errors and ensure your charger is running the latest software.

Read article arrow_forward

Charger Not Starting a Session

If your EV charger is not starting a charging session after the cable is connected, there can be several possible reasons. In many cases, the charger and vehicle are functioning correctly, but charging is being delayed or prevented by power availability or settings.

1. Charger Has No Power

Possible Cause

The charger circuit breaker or isolation switch is turned OFF.
There is a local power outage in the property.
A tripped fuse or breaker has cut mains power to the unit.

Solution: Verify other electrical appliances are working. Inspect your main switchboard for tripped breakers and ensure the charger isolator switch is turned ON.

2. Scheduled Charging or Delay Timer

Possible Cause

Smart charging or off-peak schedules are active in the app.
Solar-only modes are waiting for excess energy management.

Solution: Open the mobile app and disable delay/scheduled timers, or switch the mode to "Charge Immediately".

3. Vehicle Is Not Ready

Possible Cause

The vehicle itself has an internal charging schedule active.
The battery is already at its set maximum charge limit.
The car is not in 'Park' mode or not properly locked.

Solution: Check vehicle-side settings, reinsert the connector firmly, and confirm the vehicle is ready to accept a charge.

4. Temporary Communication Issue

Possible Cause

A temporary handshake failure between the charger and vehicle.

Solution: Disconnect the cable, wait 15 seconds, and reconnect firmly. You may also try restarting the charger via the app.

Lock and Unlock Problems

Locking prevents unauthorised use of the charger. When enabled, charging can only be controlled via the mobile app. It is recommended to activate the lock if the charger is installed in a shared or publicly accessible location.

Locking Your Charger

Keep your energy secure. To lock the charger and prevent others from using your electricity, follow the step-by-step physical button procedure.

View Locking Procedure

Unlocking Your Charger

Ready to charge? To disable the security lock using your pattern, follow the procedure outlined in our manual.

View Unlocking Procedure

Forgot Your Pattern?

If you have forgotten your charger PIN code and you do not have access to the app, you can perform a hard reset to bring the charger back to its factory condition. This will clear the existing lock and allow you to regain full access to your device.

How to Hard Reset

Video Tutorials

Visual step-by-step guides to resolve common charger issues.

Hard Resetting Your Charger

Safely perform a power cycle and system reset to resolve most common issues.

schedule 1:45

Performing a Factory Reset

How to restore your charger to factory settings when other fixes have not worked.

schedule 2:10

Reading LED Flash Patterns

A visual walkthrough of every LED status pattern and what each one means.

schedule 2:30

Still Need Help?

Our UK-based support team is on hand to help you resolve any issue with your Xplug charger. We are available 7 days a week.

support_agent Contact Support chat WhatsApp Us

mail

Email support@xplug.co.uk

call

Phone 0330 010 0559

schedule

Hours Mon-Sun 8am - 8pm

Support & Troubleshooting

Interactive Troubleshooting Guide

Help Articles

Charger Not Starting a Session

Understanding LED Flash Patterns

Slow Charging Speed

RCD and Circuit Breaker Tripping

App Connectivity Issues

Lock and Unlock Problems

Scheduled Charging Not Working

Firmware and OTA Update Failures

Charger Not Starting a Session

1. Charger Has No Power

Possible Cause

2. Scheduled Charging or Delay Timer

Possible Cause

3. Vehicle Is Not Ready

Possible Cause

4. Temporary Communication Issue

Possible Cause

Still having issues?

Lock and Unlock Problems

Locking Your Charger

Unlocking Your Charger

Forgot Your Pattern?

Video Tutorials

Hard Resetting Your Charger

Performing a Factory Reset

Reading LED Flash Patterns

Still Need Help?

Learn

Support

Partners

Our Company

My Account