1. Check that the cable is securely plugged in
If your cable is not securely plugged in, you will see this message.
Simply push the cable in and make sure it is securely connected to the car.
2. Wait for the charge to start
When you start a charge on Monta app, you need to wait up to 30 seconds for the charge to start. Our system is sending Start signals to the charger in intervals, until the charge point either starts the session, or fails to start.
3. Start the charge from the app first and only then plug in the car
Try to start the charge in the app before plugging in your car.
Step 1: Set up the charging session in Monta and swipe Charge now.
Step 2: Plug the cable in your car.
4. Charging cable is stuck in charge point
If your charging cable is stuck in the charger after you are done charging, you can try the following:
Step 1:
a. Plug the cable back in your vehicle.
b. Make sure that the cable is securely plugged on both sides.
c. Lock and unlock your vehicle - this should release the cable.
d. Unplug the cable from your vehicle.
e. Unplug the cable from the charger.
Step 2:
If you are still unable to unplug the cable from the charger:
a. Start another charging session in the Monta app
b. Stop the charging session in the Monta app
Stopping a charge should release the cable from the charger.
Step 3:
If the cable is still stuck in the charger, see if there is a service number on the charge point you can call. Monta is not locking the cable.
5. Chat with owner
You can also initiate a chat with the owner of the charge point. To do so, click on the "Help" button on the top of the screen, where the charge point is.
After that, select the option to "Chat with owner".
6. Make a report in the Monta app
If you are still experiencing issues or you are not able to chat with the owner, please create a report in the "Help" section.
We will make sure to look into it and follow through on the report. Please make sure to describe the issue clearly and provide sufficient information.
You are also welcome to reach out to Monta support for assistance, we are here to help!
