Charge card isn’t working

1. Scan the card again several times - it might work when you try it another time. 

2. Troubleshoot the error depending on the network:

InstaVolt  

`If you attempt to charge at an InstaVolt charge point and are given the message: “Car read error. Card disabled” (see example image below), please follow the next steps:

• Confirm that you have InstaVolt charging included in your subscription (Only applicable if you have an InstaVolt bolt-on, or got your car delivered before the 9th Jan 2023)
• If you do, contact Onto Customer Service at info@on.to and provide the:
  • charge card serial number
  • charge point error message
  • location of the charging station

BP Pulse

If you attempt to charge at a Shell charge point and are given the message: “Card not valid” (see example image below), please follow the next steps:

• Confirm that you have BP charging included in your subscription. (Only applicable if you got your car delivered before the 9th Jan 2023).

• If you do, contact Onto Customer Service at info@on.to and provide the:
  • charge card serial number
  • charge point error message
  • location of the charging station

3. For any other charge point error messages:         

• Phone the charging provider, let them know you are an Onto customer and provide them with the charge card serial number and charge point serial number or location. With this information, they may be able to resolve the issue for you and allow charging to start. Their helpline can usually be found on the station, but here are our partners:

Shell Recharge helpline - 020 3868 1036

InstaVolt helpline - 0808 281 4444
 

• If they say the error is with the charge point, you will have to find another charging location until the faulty unit is fixed.
  
   
• If they say the error is with the card, please provide to information below to our Onto Customer Service team at info@on.to and we'll look into your query promptly:

  • charge card serial number

  • charge point error message

  • location of the charging station

  • date & time of your failed charge

  • a description of what the charging provider told you
     

Examples of other charge point error messages:

Can’t find what you need?

Send us an email at info@on.to or call us on 03450 348 647. We'll be happy to help!