In most cases, the charging connector is locked by your vehicle—not the charging station.
For any car emergencies, your manufacturer's Roadside Assistance, or other car emergency services would be best available to help immediately on site.
Before a charging session starts, ensure you lock the connector to your vehicle for safety and tampering reasons. Many vehicles lock the connectors to ensure safety. (Note: for CCS connectors, there is a small locking pin to secure the connector to the vehicle. This helps prevent the connector from being removed while charging for many vehicles.)
⚠️ Important safety information
Do not force the charging connector out of your vehicle.
Excessive force can damage:
- The charging connector
- Your vehicle's charge port
- The locking mechanism inside the vehicle
If the connector does not release normally, use the troubleshooting steps below or refer to your vehicle's owner's manual.
If your charging connector won't release, don't pull harder. Instead, follow these steps:
Step 1: End your charging session
End the session using one of the following methods:
- Ivy app
- RFID card
- Payment terminal
- Charger screen
Step 2: Wait 30–60 seconds
Some vehicles take a moment to finish the charging session and retract the connector locking pin.
Step 3: Unlock your vehicle
Try one or more of the following:
- Unlock the vehicle using your key fob
- Unlock the vehicle using the manufacturer's mobile app
- Lock and then unlock the vehicle again
- Press the charge port unlock button (if equipped)
Step 4: Remove the connector
Once the vehicle has released the lock:
✅ Pull the connector straight out using a firm, steady motion.
❌ Do not twist the connector.
❌ Do not yank or force the connector.
Disclaimer: Causing physical force or damage to the connector could result in damage to Ivy’s property and additional charges.
Why does this happen?
In many situations, the connector is not actually stuck. The vehicle is intentionally keeping it locked because:
- The charging session hasn't fully ended
- The vehicle is still processing the end of the session
- The vehicle remains locked
- The charge port locking mechanism hasn't released yet
Most connector release issues can be resolved by ending the charging session and unlocking the vehicle.
Need additional help?
Review these support guides for popular EV models.
Many EVs include a manual or emergency charging connector release in case the connector remains locked.
Disclaimer: The resources below are provided as general guidance for the listed make and model. Vehicle features and release mechanisms may vary by model year. Always refer to your owner's manual for the most accurate instructions.
Tesla Model Y (2024+)
Manual release location
Located inside the rear trunk area behind the charge port assembly. Pull the manual release cable to retract the locking pin holding the connector.
Resources
Tesla Model 3 (2024+)
Manual release location
Located inside the trunk near the charge port assembly. Tesla provides a manual release cable that can be pulled if the connector does not release normally.
Resources
Ford Mustang Mach-E (2024+)
Manual release location
Located under the front hood (frunk). The emergency release wire can be accessed behind trim panels to release the charge coupler lock.
Resources
Hyundai IONIQ 5 (2024+)
Manual release location
Behind an access panel near the charge port area. Hyundai provides an emergency release lever that can be used if the connector remains locked.
Resources
Volkswagen ID.4 (2024+)
Manual release location
Located in the rear cargo area behind an interior access panel. Pull the emergency release strap to release the charging connector lock.
Resources
Chevrolet Equinox EV (2024+)
Manual release location
The vehicle includes an emergency release mechanism; however, the exact location may vary and should be verified in the owner's manual.
Resources
Hyundai Kona EV (2024+)
Manual release location
Located under the hood near the charging-port assembly. Hyundai provides an emergency release point that can be pulled manually if required.
Resources
Audi Q4 e-tron
Manual release location
Located in the trunk on the right-hand side. Remove the cargo floor and pull the emergency release loop to release the charging connector.
Resources
Still need help?
If you don't see your vehicle listed, please look it up online. If you still need support and the connector won't be released, please contact Ivy Customer Support at 1-800-301-1950.
For any car emergencies, your manufacturer's Roadside Assistance, or other car emergency services would be best available to help immediately on site.
Our team is available 24/7 and can help walk you through additional troubleshooting steps.