Charging issues

Should you face any difficulties with a charger while using our app, simply tap the question mark icon located in the top right corner of the screen and select ’24/7 charging support’ to connect with our customer service team.

If you wish to report an issue retrospectively, please get in touch via live chat or the contact form here. We ask that you provide as many details as you can so we can track your session and investigate what happened. If you are having issues charging at one of our locations then please call our phone line.

1. Date and time:

2. Location:

3. Charger number:

4. Connector type:

5. Error message on the screen:

We are always aiming to improve the real-time status of the GRIDSERVE Electric Highway but sometimes there can be issues with one of our EV chargers that is not reflected correctly on the map.

If you notice any inconsistencies with our map or any third-party apps or maps, please let us know via live chat or the contact us page here.

If you’re at one of our EV chargers, then please call our customer service hotline 0800 240 4242 so that we can get you and the charger back up and running as quickly as possible.

If you have noticed any damage to the charger during your visit, please contact our 24/7 customer service helpline on 0800 240 4242, drop us a line on live chat or complete the form here, providing the charger number, location and a photograph or brief description of the problem.

We fixed an earlier issue affecting some Audi vehicles at GRIDSERVE charging stations in March 2024. However, we have recently been informed of a new problem that may be affecting your ability to charge.

If you encounter difficulties charging any Audi model, please contact our support team or email feedback@gridserve.com. While we may not be able to resolve the issue immediately, providing details of your charging session is invaluable in helping us investigate with our charging partners and the vehicle manufacturer to find a solution.

We apologise for any inconvenience and appreciate your understanding. For further assistance or questions, please reach out to our support team.

Thank you for your cooperation.

We have identified compatibility issues affecting older Mazda MX-30 vehicles at certain GRIDSERVE charging stations equipped with ABB chargers.

As a result, you may experience difficulties when attempting to charge your vehicle at these stations. We recommend that you contact your Mazda dealer to update your vehicle’s software to the latest version.

This update should resolve the compatibility issues and restore full functionality. We apologise for any inconvenience this may cause and appreciate your understanding and cooperation.

For further assistance or if you have any questions, please reach out to your local Mazda dealer. Thank you for your patience and support.

If you’re having trouble starting a charge with your GV60, try supporting both the handle and the cable to ensure they align properly with the port until the charge initiates.

Once charging, if the cable won’t release when you want to stop the session, reducing the charging percentage on the in-car screen might help free it.

For low charging power issues, contact your Personal Assistant (Genesis), as a software update might be necessary. Please make sure our customer service help line has confirmed there’s no issue with the charger itself before trying these steps.

If you’re having trouble starting a charge with your Mercedes-Benz EQA, support both the handle and the cable to ensure the cable is properly aligned with the port. This should help initiate the charge.

If you’re having trouble starting a charge with your MG, try the following steps:

1. Open the charger flap on the car.
2. Lock the car.
3. Prepare the charging unit (pay via the app, contactless card or smart device).
4. Once the unit instructs you to plug in, unlock the car.
5. Connect the charger immediately.