Paragraph to send the customer if the cable isn't working and is new:

I'm sorry to hear your cable isn't working as expected.

Before we look at returning it for inspection, it would be really helpful if you could send over some photos of the plugs (specifically the locking holes and the contacts/pins inside them). Please send clear up close pictures as this will allow me to assess and advise on next steps.

In the meantime, could you answer a few quick questions?

1. What is the make and model of your charge point and car?
2. Are you using any scheduled charging settings?
3. Are you pushing the plug all the way in on both the chargepoint and car side? You may need to push harder than you think to get the plug to fully engage.
4. Do you have smart charging enabled?
5. What error messages (if any) are displayed? Please note that some cars and chargepoints use light coding to indicate what error is active. Please refer to your user manual to identify the correct code. E.g: 5 red flashes indicate over temperature.
6. Explain what happens when you attempt to charge. Do you hear any clicking from the car or charge point? Do any of the lights change colours?
7. Can you see any blue/green/brown residue on any of the pins?

Once I have the photos and your answers, I'll get back to you with the next steps
Photo attached shows the male and female plug's locking holes

OR send this one 

Sorry to hear you’re having trouble with your cable.

Before we look at sending it back for inspection, it would really help if you could send over some photos of the plugs (specifically the locking holes OR the contacts/pins inside them). I’ve attached a reference image below, so you know exactly what to look for.

In the meantime, could you also answer a few quick questions?

1. Are you pushing the plug in fully on both the car side and the wall charger side?

2. What make are your charge point and car?

3. Are you using any scheduled or smart charging settings?

4. Are there any error messages on the charger or car display?

5. When you try to charge, does it start at all, or is there no response?

Once I have the photos and your answers, I’ll come back to you with next steps.


The rule is

New cable: no need to check pins and contacts as there will not be water damage. Need pictures of locking holes

Older cable: picture of the plug to show contacts/pins