The Charger I'm Trying to Use Isn't Working

The Charger I’m Trying to Use Isn’t Working

Use this guide if you’ve arrived at a Wevolt charger and it appears offline, unresponsive, or won’t accept a charge.

If the charger looks available in the app but the session itself isn’t working — for example, stuck on "Connecting", drops out after a few seconds, or stops mid-charge — see Session won’t start or stops unexpectedly instead.

Before troubleshooting, check our Charging station status updates page. If the charger you are trying to use is on our known issues list, the problem has been logged and a fix is in progress. You can see the expected resolution time there and find an alternative if needed.

✓ Try the Help button first

For most charger-side issues, the fastest fix is to tap Help on the station screen in the Wevolt App and call the charger operator's number shown there. They own and maintain the charger and can usually resolve hardware, cable, and access problems in minutes. Learn how Wevolt and charger operators split support.

Is the charger actually offline?

Check the charger’s status in the Wevolt App before trying anything else:

  • Open the app and tap the charger on the map.
  • If the status shows Unavailable or Offline, the charger is out of service.
  • If the station has multiple connectors, check whether another one is showing as Available — you may be able to use it.

Why a charger might be offline

There are several possible causes:

  • The charger has lost its internet connection at the site.
  • There is a power outage or electrical issue at the location.
  • The charger has a hardware fault and needs maintenance by the site owner.
  • The charger is undergoing maintenance or a firmware update.
  • A temporary issue with the Wevolt platform (rare).

Flashing red lights usually mean a connection issue

Flashing red, or red and white together, most often means the charger has lost its connection to the network rather than a physical fault. If both chargers at a site are down at the same time, it usually points to the site's internet or power, which the site operator needs to restore.

Each charger on the Wevolt Network is owned and managed by a Charge Point Operator (CPO) — typically the business or organisation that installed it. The CPO is responsible for keeping their charger operational.

Who to contact

✓ Use the Help button in the app first

Every charger listing in the Wevolt App has a Help button. Tap it to see the specific contact details for the person or organisation responsible for that charger.

Charger hardware issues (offline, faulty, stuck cable, access)

These are the responsibility of the Charge Point Operator — the business or site owner who installed the charger. Use the Help button in the charger listing to find their contact details.

Wevolt App or payment issues

If your issue is with the Wevolt App — errors starting or stopping a session, payment queries, or past charging sessions — contact Wevolt Support at contact@wevolt.com.au.

Will I be charged if the session failed?

✓ You won’t be billed for a failed start

If less than 0.5 kWh was delivered, the session is cancelled automatically and you will not be charged. Any pre-authorisation hold on your card is released.

If more than 0.5 kWh was delivered before the session stopped, you will be billed for the electricity used. For details on billing, the $25 pre-authorisation hold, and how to request a refund, see How Do I Pay for Charging?.

Find a nearby charger

If this charger is unavailable, open the map view in the Wevolt App and filter by availability to find other working stations near you.

Still need help?

If the steps above haven’t resolved your issue, reach out to our support team.

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