Problems with the EV charge point?

Can't start charging via Monta Charge

1. Check that the cable is plugged in

If the car cable is not securely plugged in, then the charge cannot start. If that is the case, you will see a message saying "Your cable was not plugged in".

2. Wait for the charge to start

When you start a charge on Monta Charge, you need to wait a minimum of 30 seconds for the charge to start. Our system is sending Start signals to the charge point in intervals, until it either starts the session, or fails the charge.

3. Check if your car is actually charging

See on the car computer if the car is already charging, even if Monta Charge has not updated into a charging state yet. Check the indicator light, located next to the car plug, to see if it has registered the start of a charge.

4. Try to start the charge in Monta Charge first and then plug in your car

Try to start the charge in Monta Charge before plugging in your car.

Step 1: Set up the charging session in Monta Charge and swipe Charge now.

Step 2: Plug the cable in your car.

Can't start charging via charge key

1. Make sure that you have enough funds in your Wallet

If you do not have enough funds in the Monta Wallet to cover the charge, you will not be able to start charging. Here is how you can refill your personal Monta Wallet or a Team's Monta Wallet.

2. Make sure the charge point can read charge keys

Not all charge points are able to start a charge via RFID tag. If you are not sure if the charge point supports charge keys, you can check that via the Monta Charge -> Map.

Try to find the charge point on the map and see if has the label Charge key. Alternatively, you can try initiating a charge via Monta Charge or see if there is a QR sticker you can scan to start charging.

For more charge key troubleshooting tips, read here.

Charging cable is stuck in the charge point

There are three different reasons that may cause your cable to be stuck.

  • Someone has tried pulling out the cable when locked, thereby causing tension between the locking arm and the cable. In this case, the App will show the cable is locked.

  • The charging cable connector tolerance and type of material may cause issues.

  • The Charger is offline due to connection issues.

If your charging cable is stuck in the charge point after you are done charging, you can try the following:

1. Plug the cable back and lock/unlock the car

  • Plug the cable back in your car.

  • Make sure that the cable is securely plugged on both sides.

  • Lock and unlock your car - this should release the cable.

  • Unplug the cable from your car.

  • Unplug the cable from the charge point.

2. Cable is still stuck in the charge point

If your cable is stuck, here is how you can manually release the cable from the charge point side:

  1. Make sure the car is disconnected.

  2. Push the charging cable hard into the charge point.

  3. Keep pressing the cable into the charge point while you use the other hand to hold the touch button above the LEDs on the unit for 2-3 seconds

  4. While pushing the cable hard into the charge point, while you use the other hand to hold the touch button on the charger (just above the LED strip) for 2-3 seconds

  5. This should allow the cable lock to move up freely, unlocking the cable from the charger. You will hear the locking arm move which should release the cable.

  6. Pull the cable hard out of the charger. Repeat steps 2, 3 and 4 if it did not work and put extra strength into it.

  7. Contact Wight Escapes who will have to send someone around to physically disconnect the cable.

Electric vehicle charger mounted on brick wall

Charge is not stopping after I unplugged

Monta Charge might show "Charging" even after disconnecting your car from a public charge point.

You will pay only for the actual kWh you have charged. Your session ends when you unplug. When we receive the receipt, your status will change to "Complete" automatically.

The charge point is too slow

Monta doesn't change how fast a charge point charges. There are various reasons for slower charging, which we'll explain below. It's a good idea to check these things:

  1. EV capabilities: Your vehicle might limit the charging speed. To see the maximum speed allowed, check your car's app or computer settings.

  2. Charge Point capabilities: The charge point is set up to provide power at 7.4kw

  3. Load Balancing: Sometimes charging speed is restricted by Load Balancing, this may be caused if other high current devices in the cottage are in operation such as heaters or ovens etc.

  4. Cable: Ensure your cable is working and not damaged. Also, make sure it supports the desired charging speed.

For further support, Start a chat in the Monta app

on your mobile device of choice.

Open Monta app

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