If you're experiencing an issue at an Ivy charging station, this guide will walk you through common troubleshooting steps to help get you back on the road quickly.
Tap a topic below to jump to that section:
- ⚡ Common charging issues
- 🔎 Before you start troubleshooting
- 🚫 Charger not starting
- 💳 Having trouble with your payment?
- 🐢 Charging slower than expected
- ⛔ Charging session stops unexpectedly
- 📞 When to contact support
Common charging issues.
Some of the most common issues drivers experience include:
- Charger won’t start
- Charging speed is slower than expected
- Charging session ends unexpectedly
- Connector won’t release
Many of these issues can be resolved with a few quick checks.
Before you start troubleshooting.
Before beginning a charging session, make sure:
- Your vehicle is turned off and properly parked
- The connector is firmly inserted into your vehicle
- You have a strong cellular data connection (if using the app or QR code)
- Your payment method is valid and up to date
If you continue to experience issues, follow the steps below.
Charger not starting.
If the charger does not begin charging after initiating a session:
- Ensure the connector is fully inserted into your vehicle.
- Confirm you selected the correct charger ID and port.
- Check your app or payment confirmation screen to verify the session started.
- Try ending the session and restarting it.
If the issue persists, try using a different connector at the same station (if available).
Having trouble with your payment?
If your payment is not authorized when starting a charging session:
- Verify that your card details are correct and up to date.
- Ensure your card has sufficient funds or available credit.
- Contact your credit card provider to confirm there are no holds or restrictions on your account.
- Try a different payment method if available.
💡 Tip: Some financial institutions may flag charging station transactions as unusual activity. Contacting your card provider can help resolve this quickly.
Charging slower than expected.
Charging speed can vary based on several factors, including:
- Your vehicle’s battery level
- Battery temperature
- Vehicle charging limits
- Power sharing at dual charging units
To better understand what impacts charging speed, read:
👉 A guide to EV charging speed
Charging session stops unexpectedly.
If your charging session stops before completion:
- Check your vehicle dashboard for alerts.
- Ensure the connector has not been loosened.
- Restart the session using the app, RFID card, or QR code.
If the charger displays an error message, note the charger ID and error code before contacting support.
When to contact support.
If troubleshooting steps do not resolve the issue, our support team is here to help.
Please have the following information ready:
- Charger ID number
- Location of the charger
- Time the issue occurred
- Description of the problem
You can find additional support resources here: 👉 Ivy Support & FAQ
💡 Tip: Many issues can be resolved by disconnecting and reconnecting the charger securely before restarting your session.