Charge card isn’t working – Onto

If you’re at a charge point and having problems using your charging card, there are a couple things to try:

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

2. Troubleshoot the error depending on the network:

Shell Recharge

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

Confirm that you have Shell charging included in your subscription
If you do, please complete this form to provide all the details for us to resolve your problem. You can also call us on 0121 387 3502. We'll be happy to help.
- charge card serial number
- charge point error message
- location of the charging station

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, please complete this form to provide all the details for us to resolve your problem. You can also call us on 0121 387 3502. We'll be happy to help.
- 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, please complete this form to provide all the details for us to resolve your problem. You can also call us on 0121 387 3502. We'll be happy to help.
- 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 complete this form.

to provide us with all the details to resolve your issue. You can also call us on 0121 387 3502 Please have the information below ready when you call.