1. Why does my car not start charging after I plug in?

• Make sure the charging cable is firmly connected at both ends - in your car and in the charger.
• Check the charger screen or your app; it should say “Ready.”
• Some cars need to be locked before they start charging.
• If using an RFID card, hold it on the reader until the screen confirms.

2. Why is the charging power lower than 22 kW?

• Your car decides the charging speed. Many EVs only support 7 kW or 11 kW AC charging.
• If two cars are charging at once, the charger shares power between them.
• Local power grid settings or off-peak schedules may also reduce the speed.

3. Why does charging stop unexpectedly?

• Your car might have stopped the charging, for example, if the battery is full.
• A loose cable or a quick change in power can interrupt charging.

4. Why does only one socket work?

• The charger is designed to share available power between two connectors based on demand.
• It does not disable one connector automatically. If only one socket is operating, check the charger display for any fault or error message and verify that both vehicles are connected correctly.

5. Why does the charger show “Preparing” but never start charging?

• This usually means the charger is waiting for your car to give the final approval.
• Make sure the plug is pushed in all the way and locked.
• Check that your RFID card or app session has been accepted.

6. Why is my RFID card sometimes not recognized?

• Hold the card still on the reader for a few seconds.
• Don’t place metal objects or thick cases near the card while scanning.
• If the card looks damaged or worn out, request a replacement.

7. Why doesn’t the CITA EV app show live status or remote start?

• Check that your phone has internet access.
• The charger also needs to be online to communicate with the app.
• Some older charger models or software versions might not support all app features.

8. Why does it show “EV disconnected” even when the cable is plugged in?

• Make sure the plug is fully inserted and locked by the car.
• Look at your car’s dashboard for any alerts about the charging port.

9. Why do I see a “Communication error” on the screen?

• This can happen if the charger briefly loses connection to our system.
• Wait a moment and try again.
• If it keeps happening, please contact support.

10. Why is my charging session missing in the app history?

• Sessions appear only if the charger was online and linked to your account at the time.
• Make sure you use the same RFID card or app profile to track your sessions.

11. Why does my car not get the full 22 kW?

• Even though the charger can give up to 22 KW per connector, your car decides how much power it actually takes.
• Many cars are designed to charge at 7 kW or 11 kW on AC chargers. That’s normal.
• To be sure, you can look in your car’s manual or ask your dealer what its maximum AC charging speed is.

12. Why does charging stop if I unlock my car?

• Some electric cars automatically pause charging when you unlock them. This is built in for safety.
• Once you’ve finished opening or checking your car, simply lock it again. Charging will usually continue on its own.

13. Why doesn’t my RFID card work every time?

• The card might not be fully set up in the charger’s system yet, or the charger needs to be online to check your card.
• If you notice it happens often, it’s a good idea to let us know so we can make sure your card is fully registered.

14. Why can’t I see firmware update options in the app?

• Updates that improve or add features to the charger (called firmware updates) are handled by the site operator or installer, not by individual drivers.
• If your charger seems to be missing newer features you’ve heard about, please reach out to us. We’ll help make sure it’s up-to-date.

15. Why does the screen sometimes freeze or restart?

• That can happen when the charger is installing a small software update or if the internet connection drops briefly.
• Usually, it will sort itself out in a moment. If it starts happening often, please contact us so we can take a closer look.
• Tip for repeated problems:
• If something seems wrong again and again, here’s what really helps:
• Write down or take a photo of the charger’s serial number (it starts with “AC…”).
• Snap a picture of the charger screen or the error message.
• Then send this to your service provider or CITA support. It speeds up finding the solution.

16. Why does the charger sometimes say “Waiting for a vehicle” for a long time?

• Your car might be running its own checks before starting to charge. These are called BMS checks and keep your battery healthy.
• Some cars, like certain Renault Zoes or older Nissan Leafs, take a little longer to talk to the charger. Give it a moment.

17. Why do I sometimes need to plug and unplug several times before it works?

• If the plug isn’t pushed all the way in, or if the charger misses the first handshake because of a short delay, it may not start right away.
• Always push the connector firmly until you feel or hear it lock.
• If it doesn’t start, wait about 10 to 20 seconds, then try unplugging and plugging it back in.

18. Why is there sometimes a queue even though two sockets are free?

• Look over the cables, plug, and charger box now and then to see if there’s any damage or wear.
• Wipe the plug and socket gently with a dry cloth. Avoid using water or cleaners.
• Once a year, have a licensed technician do a full check to keep everything safe.

19. Why does charging start fine but later drop to very low power?

• This often happens because your car’s onboard charger slows down if it starts to get hot. It’s a built-in way to protect itself.
• Sometimes, the charger also lowers power if the local electricity grid is under heavy load. Everything goes back to normal once conditions improve.

20. Why does the charger beep when I connect or disconnect?

• That beep is completely normal.
• It’s just the charger letting you know that the connector has successfully locked in place (or unlocked when you finish).

21. Why is my session not showing up in my company’s monthly report?

• This can happen if the charger briefly lost its internet connection and couldn’t upload the data right away.
• Often it shows up later on its own. If it doesn’t, it might just need a quick manual update from the system operator.

22. Why do I get a “Ground fault detected” warning?

• This means the charger detected a small electrical leak, which is a normal safety check to protect you and your car.
• Wait a bit, then try again. If it happens more than once, contact us so we can make sure everything’s safe.

23. Why is the LED ring sometimes red or blinking red?

• A solid red light usually means there’s a fault that needs to be checked.
• A blinking red often means there’s a small issue, like the connector didn’t lock properly, a ground fault, or a quick self-test failure.
• If you see this and it doesn’t clear, please let us know.

24. What does “Connector status: Suspended EV” mean?

• This simply means the charger is ready but is waiting for your car to say it’s okay to start charging.
• It often happens if the car is asleep or if a door or flap is still open.

25. Why do I see “EVSE Not Reachable” in the app?

• This message means the charger couldn’t talk to the internet or our server for a moment.
• Most times you can still start charging by tapping your RFID card, since local charging doesn’t always need the wider network.

26. Why do I see “Overcurrent fault” on the screen?

• This means either your car or the charger detected more electrical current than is safe.
• Usually, it clears on its own after a quick reset. If it keeps coming back, we’ll need to take a look.

27. Why does the screen sometimes go dark?

• That’s just the charger’s power-saving mode kicking in to save energy.
• You can wake it up by tapping the screen, scanning your RFID card, or plugging in the cable.

28. Why can’t I schedule charging from the charger menu?

• Most of the time, CITA AC chargers use either the app or your car’s built-in timer for scheduling.
• Using your car’s own charging schedule is usually the simplest option.

29. Why does charging stop exactly at 2 hours or 4 hours?

• Many charging sites set a maximum time for each session to make sure everyone gets a turn.
• This is set up in the system and can vary by location.

30. Why does the car say “Charging power limited” when another EV arrives?

• This is normal at places that use dynamic load balancing. When a second car starts charging, the system shares power fairly so both vehicles can charge at the same time.

31. Why do I hear a click when I start/stop charging?

• That click you hear is just the internal switch (called a contactor) opening or closing.
• It’s completely normal and means the charger is safely connecting or disconnecting power.

32. Why doesn’t my vehicle unlock the cable after charging?

• Some cars need you to unlock them from inside first before they release the cable.
• Take a look at your car’s manual — there’s often a setting called “unlock charging cable” that controls this.

33. Why can’t I use a Schuko plug / 3-pin plug here?

• This charger only supports the standard Type 2 AC charging plug, which is made for EVs.
• It does not support regular home sockets (like Schuko or 3-pin household plugs).

34. Why do I sometimes see “Firmware update in progress”?

• The charger is installing a software update to keep everything running smoothly.
• During this time, it may restart and be unavailable for a few minutes.
• It’s best to just wait — it usually finishes quite quickly.

35. Why does the charger show “Cable overtemperature”?

• This means the temperature sensors found the connector getting too hot.
• Try using a different cable if you have one, or wait a little while for it to cool down before you try again.

36. Why does my charging session stop when I open the car door?

• Some cars (especially older BMWs or Mercedes models) briefly interrupt charging if you unlock or open a door.
• Once everything is closed again, it normally resumes charging.

37. Why do I get “Authentication failed” even after tapping my RFID card?

• This could happen if your card isn’t fully linked in the system yet.
• Or, the charger might have lost its connection for a moment.
• Wait a minute and try again — it usually goes through.

38. Why do I get charged twice in the app for the same session?

• This can happen if the network dropped and reconnected during your charge.
• Most billing systems automatically fix it later. If not, reach out to support, and they’ll correct it.

39. Why can’t I stop charging from the car screen?

• Not all electric cars allow you to stop AC charging through their dashboard.
• You can always stop charging by using the charger’s stop button or the app.

40. Why does my session not stop when I unplug?

• The EV and charger communicate through the control pilot (CP) only while the cable is connected. Once unplugged, charging cannot continue or be delayed.
• If a session appears active in the app, it will automatically close after a short system timeout.

41. Why does the charger sometimes show “Overvoltage” or “Undervoltage”?

• This means the electricity supply from the grid was outside normal limits.
• The charger protects itself by pausing. Once the power levels are stable, it resumes as normal.

42. Why is the charger sometimes offline early morning or night?

• This might happen if your internet router or SIM card does a routine reset.
• Some sites also do scheduled maintenance during low-usage hours.

43. Why does the charger keep going to “Unavailable” after a storm?

• Heavy rain or high humidity can cause slight electrical leakage.
• The charger detects this and stays off until things dry out, keeping everything safe.

44. Why does the charger show “Insulation fault”?

• This means it found a possible ground or insulation problem.
• It’s important to have this inspected by a technician before continuing to use it.

45. Why does my Tesla not get 22 kW, only ~16 kW?

• European Teslas with dual chargers usually charge up to about 16.5 kW.
• Most newer Teslas only support up to 11 kW on AC, so that’s normal.

46. Why can’t I stop charging from the Tesla app?

• The Tesla app can only control Tesla’s own wall chargers, not third-party AC chargers.
• Use the charger’s stop button or the app provided by CITA.

47. Why can’t I see charger status when I’m abroad?

• Sometimes, viewing live charger info from another country needs a VPN, or the charger’s system might limit access by region.
• You can still start and stop charging locally.

48. Why can’t I see power consumption live on the screen?

• Some charger software only shows total energy (in kWh) after your charging session ends.
• This is perfectly normal on certain firmware versions.

49. Why is the charger slower on very hot days?

• When the outside temperature gets above 40–45 °C, the charger automatically slows down to protect its electronics.
• This keeps it working well for the long run.

50. Why do I hear a loud click and then nothing happens?

• That’s the contactor closing, but the car and charger didn’t finish their handshake.
• Unplug it, wait a few seconds, and plug it in again.

51. Why does the charger screen freeze when two cars plug in at the same moment?

• A charger screen freeze is not caused by an overload when two vehicles plug in at the same time.
• If the display becomes unresponsive, it is typically due to a temporary firmware glitch or low input voltage to the display.
• Restarting the charger or display usually resolves the issue.

52. Why is my session limited to 30 minutes?

• Some site operators set shorter charging sessions during busy times so everyone gets a fair chance to charge.
• This setting is managed in the backend system.

53. Why do both sockets show “Waiting for vehicle” even when only one is used?

• The charger always advertises both sockets as ready.
• It’s normal for the second socket to show “Waiting for vehicle” even if no one is plugged in.

54. Why does the charger sometimes say “Plug in vehicle” when it is already plugged in?

• The charger might not fully detect the car’s locking pin.
• Try pushing the connector in firmly until it clicks and locks properly.