0113 815 5366 cs@thephoenixworks.com

Having Trouble Charging your EV?

Fortunately, If you are experiencing problems charging your electric vehicle it is usually a quick fix. 

Read our step-by-step guidance and helpful FAQs below to hopefully get you back up and charging again.

Or if you still can’t find what you’re looking for, you can contact our support team at Support@thephoenixworks.com

Getting started with our chargers

Finding a Charger:

1. Download The Phoenix Works EV charging app on the Google Play or App store

2. Create an account & add a payment method

3. Send your point of contact the email address you signed up with and we’ll make your chargers visible to you

4. Use the map to find your charger and tap to start charging!

Using Our Chargers:

Via the App

1. On your phone, download
the “Phoenix Works” app from
the App Store or Play Store

2. Create an account and add
payment details

3. Select the charger and the
socket that you want to use
and start charging!


Via a Fob

1. Tap your Phoenix Works fob on this logo on the charger

2. Wait a few seconds for
your charge to start

3. Check if your car is charging


 Via a QR Code

1. Scan the QR code next to your chosen socket with your smart phone camera

2. Input your card details and email address

3. Start Charging!

4. When you’re ready to finish charging, end the session on your phone and a receipt will be emailed to you


Most Common  EV Charging FAQs

My charging cable is stuck in the charging socket?

This can sometimes occur if a charging session is interrupted. You can usually release the cable within a charger socket by disconnecting it from your vehicle first. To do this, you will need to ensure the car is not charging, and then try locking and unlocking your vehicle again (you may need to do this a few times). You should then hear a ‘click’, which will be the cable locking pin releasing. Once you’ve then removed the cable from your car, you should be able to remove it from the charger.

The chosen System User at your site should also be able to “unlock” the charging cable in the back office if required. If this is unsuccessful, simply turn off the MCB that feeds the charger, remove the cable and turn it back on.

RFID Fob is not recognised when presented or the charger states “not authorized to charge”

RFID fobs are often allocated on a per-site basis to a single user and are therefore activated on a one-by-one basis. The charging cluster at the site will likely have been restricted for use in a specific way as per the clients’ requirements. If you believe your RFID fob should be authorised for use and is not working, please contact support@thephoenixworks.com for assistance.

There is a red light appearing on the unit or a fault message coming up on the screen. What should I do?

Errors like these are quite common, and can often be resolved with a simple reboot of the charger in question.

Since we can do this remotely, it’s best to contact us at support@thephoenixworks.com. Please just make sure you include the location and/or charger details so that we can help you as quickly as possible.

Charger appears to have “frozen” or is unresponsive when interacted with

Sometimes chargers will “freeze” during normal operation due to the amount of processing power required to deliver smart charging functionality. This can often be cured by a simple reset of the MCB in the feeder pillar. If this is fails to solve the issue, please contact support@thephoenixworks.com

My cable won't lock into the charger socket. What should I do?

If your cable isn’t locking into the charger socket, then it’s possible that the locking pin within the unit is faulty, and may require on-site investigation.

There’s also a chance that your charger cable may not be compatible with that type of charger, so it would be great to test it on another socket of the exact same type if possible to see if this works.

If you’re unable to do this, then please just let us know and we will keep an eye on the unit to see if this becomes an issue for other drivers also.

I'm at a Public Charger with a fitted cable. Why doesn't the cable fit my EV?

Depending on the model of EV you have, it’s possible that you may come across some public chargers where the cables will not be compatible with your EV. This is because some EVs have older connector types (such as Type 1 or CHAdeMO), or aren’t equipped to accept DC charging.

If you’re experiencing this problem at one of our chargers, then we do apologise for the inconvenience. However, if you check the likes of ZapMap, there will likely be another charger nearby that you can use instead.

Charger states “Paused for Optimisation on-screen” and is no longer actively charging the connected EV

This is a normal state of operation for load managed EV chargers that are monitoring the energy usage at the site in real-time. If there has been a spike in energy demand at the premises, the chargers will moderate/reduce the amount of power available charging until the higher demand has passed.

I'm plugging my car in to charge, but it's not charging. What should I do?

Firstly, make sure you have authorised (or paid for) the charging session, as nothing will happen until this is done!
If you have authorised the session, then this issue can be caused by one of two things – either a fault with the charger, or an issue with your vehicle. If it is a fault with the charger, then usually there should be some form of error message on the screen (or a red LED light if no screen).

However, this usually isn’t the case if the vehicle is the problem. To briefly explain, in the relationship between a charger and electric vehicle, the EV is the boss. It will tell the charger how much energy it’s willing to take, how much it needs to charge, and when to start/stop charging. So usually, if the charger seems fine but isn’t delivering a charge, this will be down to the vehicle.

Charger is not staying at a 7kW charge-rate and is fluctuating up and down. Why?

Another feature of load managed and load balanced charging is that the charger will be sharing data with the rest of the cluster and running calculations which factor in the following variables – Fastest Charge-Time / Expected Departure Time / Available Capacity at Site / Battery State of Connected EV. These factors in combination will influence the speed at which a connected EV is charged and can often mean the EVSE will moderate the charge-rate up and down in real-time to ensure all of these factors are accounted for.

Charger is a 22kW capable model, but my EV is only charging at 7kW. Why?

There are a number of factors to consider when it comes to EV charging, but this is one of the more common queries we encounter. Even if a charger is capable of delivering 22kW charge-rates, both the charging cable and the EV itself have to be capable of “accepting” a 22kW charge-rate. If you have a 22kW charger at your site, but your EV never exceeds 7kW or 11kW charging rates, then it likely is not capable of charging at the full 22kW 3-phase rate on an AC charger.

My car is charging but really slow. Why is this?

This will usually be down either a problem with the vehicle, or increased electricity demand on the site. To start with the vehicle, many EVs come with default charging settings that limit the maximum power that can be delivered by certain chargers (AC or DC), or will slow down the charging when a certain level of charge is reached (i.e. 80%).
You can usually change these options via the vehicle settings, but if you have any issues checking this, then please contact the vehicle manufacturer for support.

 Moving onto electricity demand at the site, this will usually become an issue if the demand becomes increasingly high. For example, if you’re at a car park with 10 chargers, and they’re all currently being used, then this will be putting a large strain on the site’s electricity supply. The chargers may in this case lower the amount of power being delivered to the vehicles in order to reduce this strain. We understand this may be frustrating, but it’s essential for keeping the site supply safe.

I've paid for more electricity than I used to charge my car. Why is this?

Most of our chargers equipped with a contactless reader will take a pre-authorisation amount from your bank (i.e. £10) before starting to charge, just to make sure that you have enough money in your account to pay for the charging session.

The difference then between the cost of your charging session and the pre-authorisation amount will be refunded to you accordingly – usually within 3-5 working days.

Talk to us…

If you still can’t find what you’re looking for you can contact our support team and we’ll be happy to help.

EMAIL  support@thephoenixworks.com

Phoenix Works icon
The Phoenix Works is part of Phoenix Renewables Ltd

Company Registration Number: 7477370

VAT number: GB 109 6957 79

Registered Address:

Griffin House, 161 Hammersmith Road, Hammersmith, W6 8BS