This guide covers common issues you may encounter when charging at a public charge point.

Can't start charging via Monta Charge

1. Check that the cable is plugged in

If the car cable is not securely plugged in, the charge cannot start. You will see a message saying "Your cable was not plugged in".

2. Wait for the charge to start

After starting a charge in Monta Charge, wait at least 30 seconds. The system sends start signals to the charge point in intervals until the session starts or fails.

3. Check if your car is actually charging

Check the car's computer or the indicator light next to the plug to see if charging has already started, even if Monta Charge has not updated its status yet.

4. Start the charge in Monta Charge before plugging in

1. Set up the charging session in Monta Charge and swipe Charge now.
2. Then plug the cable into your car.

Can't start charging via charge key

1. Make sure you have enough funds in your wallet

If your Monta Wallet does not have enough funds to cover the charge, you will not be able to start. Top up your personal wallet or your team's wallet before trying again.

2. Make sure the charge point supports charge keys

Not all charge points support RFID tags. Find the charge point on the Monta map and check for the Charge key label. If the label is not present, try starting via Monta Charge or a QR sticker instead.

For more charge key troubleshooting tips, see the charge key FAQ article in the help centre.

Charging cable is stuck in the charge point

1. Plug the cable back in and lock/unlock the car

• Plug the cable back into your car.
• Make sure the cable is secure on both sides.
• Lock and unlock your car — this should release the cable.
• Unplug from the car, then from the charge point.

2. Look for a service number on the charge point

If the cable remains stuck, look for a service number on the charge point hardware and call it. Monta does not lock cables.

3. Cable stuck on an Easee charge point

To manually release the cable from an Easee charge point:

• Make sure the car is disconnected.
• Make sure the permanent lock is deactivated.
• Push the charging cable firmly into the charge point.
• While pressing the cable in, hold the touch button on the unit with your other hand.
• Listen for a click — this should release the cable.

Other charge point models may have a mechanical release button. Inspect the unit to check.

Charge is not stopping after I unplugged

Monta Charge may show "Charging" for a short time after you disconnect. This happens while we wait for the receipt from the charge point provider (e.g. Clever, EON), which can take a few days.

You will only be charged for the actual kWh delivered. Your session ends when you unplug. When the receipt arrives, the status updates to Complete automatically.

Charge point is emitting a red light

A red light indicates a malfunction. You will not be able to charge. Report the charge point in Monta Charge and find a different one to use.

Charge point shows "Available" but is actually in use

There can be a delay in status updates depending on the charge point operator. Refresh the screen to get the latest status.

The charge point is charging too slowly

Monta does not control charging speed. Slow charging can have several causes:

1. Vehicle limit: Your car may restrict the maximum charging speed. Check your car's app or computer settings.
2. Charge point installation: The charge point may be limited by how it was installed. Ask an installer to verify the setup and software settings.
3. Load balancing: Charging speed may be restricted by load balancing settings on the site.
4. Cable condition: Make sure your cable is not damaged and supports the charging speed you need.