Snow, ice and charging stations: what to look out for

In the winter, snow, ice, and cold weather can affect charging at a station.

Carefully check the following items before starting a charging session:

• Inspect the connector and make sure it is not covered in ice or snow.

• Check that the connector button is working properly. Press it and make sure the trigger moves up and down.

Also ensure there is no snow or ice inside the vehicle’s charging port.

If the connector is stuck

Cold temperatures and freezing rain can increase the risk of connectors getting stuck in vehicle charging ports. If this happens, here’s what to do to try to release it:

1. Make sure the car is turned off and unlocked.

2. Ensure the session has ended in the mobile app and/or on the vehicle’s dashboard.

3. Lock and then unlock the vehicle twice (repeat this action two times).

4. Relieve tension on the cable:

   • Hold the connector firmly with one hand and move the cable closer to the charging port with the other.

   • Make gentle up-and-down and side-to-side movements to help loosen it, while keeping one hand on the release button.

   • Push the connector toward the charging port, press the release button, then pull out the connector while ensuring there is no tension on the cable.

5. Activate the physical release mechanism by pulling the tab or pressing the manual release button (usually located under the hood or in the trunk—refer to the owner’s manual if needed).

Frozen connector (the connector button is stiff, stuck, or makes no sound when pressed)

• Remove any visible snow and/or ice from around the connector; avoid using metal objects that could scratch or damage it.

• Warm up a scarf, mitten, or piece of cloth using the car heater.

• Wrap the warm cloth around the connector (especially around the button) and leave it for a few minutes.

• Apply several small, repeated presses on the release button.

If none of the above steps work, please call our 24/7 customer service at the phone number displayed on the charging station.