When the cable is new schedule charging can conflict with the cable and prevent the perfect handshake, this only happens when the cable is new and on the first use, to try and fix this issue disable Car Schedules: If you have a schedule set in your car's infotainment, it can block the charge point's instructions. Turn off the in-car schedule or set the car to charge immediately ("Plug and Charge") and manage the schedule exclusively via the charger's app. 

• Hard Reset: Unplug both ends of the new cable (from the car and the wall), wait 30 seconds, and plug them back in firmly to clear any active fault locks. 
• Use Override: Most EV chargers and car apps have a "Charge Now" or "Override Schedule" button. Use this to force a quick test and verify if the new cable is working with the charging unit. 
  

If these troubleshooting steps don't work, please just reply to this email and I will provide you with a free return label so the cable can be inspected and tested at our facility and any repairs that might be needed can be carried out - if this is the case, the process normally takes a week from when we receive the cable to shipping the cable back to you, but if you have urgency you can let me know on the email as well and we can try and prioritise your cable.