If you experience an issue at an Ivy charging station, you can report it directly through the Ivy mobile app. Reporting faults helps our team resolve issues quickly and improve the charging experience for everyone.
Tap a section below to jump to instructions:
- 🔎 Before reporting a fault
- 📲 How to report a charging station fault in the Ivy app
- 📝 What information to include
- ✅ What happens after you submit a report?
Before reporting a fault.
Before submitting a fault report, we recommend:
- Ensuring the connector is fully inserted into your vehicle
- Restarting the charging session
- Trying another connector at the same station (if available)
- Checking your vehicle dashboard for alerts
If the issue persists, you can report it directly through the app.
How to report a charging station fault in the Ivy app.
- Open the Ivy mobile app
- Locate the charger experiencing the issue
- Select the charger to open the charger details page
- Tap the Report a problem or fault option
- Follow the prompts to describe the issue
- Submit your report
Your report will be sent directly to the Ivy support team for review.
What information to include.
To help us resolve the issue quickly, please include:
- The Charger ID number
- The location of the charger
- Your vehicle make and model
- A description of the issue (error message, connector not working, session stopped, etc.)
- The time the issue occurred
The more detail you provide, the faster we can investigate and address the issue.
What happens after you submit a report?
Once submitted:
- Your report is reviewed by the Ivy support team
- If required, a technician may be dispatched
- You may be contacted if additional information is needed
If you require immediate assistance, you can also contact support directly through the app or call the Ivy support line.
💡 Tip: Reporting issues through the app helps us maintain reliable charging stations and improve the network for all drivers.