Stuck Connector Guide

When your charging session is completed, the below steps should release the connector: 

  1. Completely end the charging session (Tap End Session on the charger screen if needed)
  2. Unlock your vehicle and/or charging port lock
  3. Firmly press and hold down the latch on the connector
  4. Pull straight back to disconnect

We know that sometimes connectors can get stuck, even when following these steps. Most often, there are security features in your vehicle that prevent a plug from being removed.

You should always check your owner's manual for advice or features related to the charging port.

That said, The EVgo Charging Crew has detailed some tips on further actions you can take for your vehicle to get you moving as soon as possible!

 

Please feel free to contact the EVgo Charging Crew at any time for support disconnecting your vehicle! We've provided these resources for drivers who prefer to resolve issues on your own, but our call center team is ready to support you 24/7, 365 days a year at 877-494-3833.

  1. Verify the charging session has completely stopped
  2. Unlock your vehicle (or lock and unlock again)
  3. Check if your vehicle has a charge lock
  4. Check charge scheduling features (usually 2021 models and newer)
  5. Tips for CHAdeMO with handle
  6. Tips for CCS (SAE) Connector
  7. Vehicle-specific tips (section coming soon!)

If you are using an adapter, please review our article: Adapter Best Practices

 

 

Important reminder: Check your EV's manual!

We highly recommend reviewing your owner's manual for the best advice on removing a connector! Our tips are general to many EVs, but they will not apply to every vehicle. 

  • Every vehicle includes a manual, usually in the glove box, and all EV manuals include instructions for removing stuck connectors.
    • Quick tip: You can often look for advice and features related to the charging process in sections about charging your vehicle or about the charging door/charging port*. 
  • Sometimes the manual's advice will include contacting your dealership, which is another trusted resource for additional support.
  • Be careful of advice and videos from third parties. They can give advice which may not apply to your EV or even cause damage to your vehicle.

*Specific sections will vary based on the manufacturer.

 

 

Verify the charging session has ended

While L1 and L2 chargers can be disconnected at any time, all of our fast-chargers must be completely stopped before they can be unplugged. If any energy is being dispensed, the connector will remain in place to protect your vehicle, the charging station, and most importantly - you! 

You should always first ensure the charging session is completely stopped before attempting to remove a connector. Some tips to confirm the charging session has stopped:

  • Check the charger screen: After a charging session is complete, the charger screen will be ready to start a new charging session.
  • Listen for charger activity: When the charger is active, you can hear it. If you hear something, you may need to stop the session. 
  • Check your vehicle's notification lights: While every vehicle is different, most EV models have lights on the dashboard, near the console, or near the steering wheel to let you know if it is actively charging. You can check your owner's manual for the meaning of different lights in your vehicle.

If a charging session is still active, then you'll need to stop the charging session from the charger screen: Stop a charging session

You can find more details on ending a charge in our FAQ section: Charging session FAQs

 

 

Unlock your vehicle

Most often, a vehicle must be unlocked to help it release the connector. When many vehicles are locked, they will also lock the charger into place to prevent the charger from being removed while the vehicle is unattended. This is a common vehicle safety feature to help your vehicle continue charging.

Using your key fob, try locking and unlocking your vehicle. This will let your vehicle know that you're nearby and ready to release the connector!

Helpful tip: Sometimes the weight of the cable blocks the unlock mechanism; it can help to support the cable while unlocking with your key fob.

 

 

Ensure charge lock is NOT activated (or unlock the charging port)

Some vehicles include a lock specific to the charging port - controlled either within the vehicle console or located on or near the charge port itself. This is a method that many manufacturers have put in place to prevent charging cable removal or theft of personal charging cables.

You should check your owner's manual for more details on how the charge lock works. 

 

 

Review your vehicle's charge scheduling feature

If your vehicle was made prior to 2021, it may not have this feature! Please disregard.

Most vehicle models from 2021 or newer will have a feature that allows you to schedule when your vehicle will charge. Setting a charging schedule allows you to better optimize charging your vehicle when electricity is less expensive at certain times of day. It's a great feature when your vehicle is always plugged in at home, meaning you don't need to worry about unplugging it if you don't want to charge during peak hours.

When using a public charger, however, it can sometimes cause problems if you're charging outside of that set schedule. Notably, your vehicle may not release the connector if it's waiting to charge at a later time. 

 

 

Tips to remove CHAdeMO connector with a handle

To remove a CHAdeMO connector, you'll need to press the button on top of the connector while holding its handle. You should then check the LED lamp on the back of the handle (see the image below). If the LED is lit, you will not be able to release the connector until the charging session has fully stopped.

If the LED lamp is not lit, then you should:

  1. Push the connector firmly toward your vehicle
  2. Push the release bottom forward
  3. Pull the connector straight out of the charging port

This should release the connector. Sometimes, it can help to support the weight of the charging cable to help pull the connector straight back. 

mceclip1.png

 

 

Tips to remove CCS (SAE) Connector

To remove a CCS connector, you'll need to press the release button and feel for tension. The tension on the button will let you know if you can remove the connector.

  • If the button is soft, the connector can be removed.
  • If the button is rigid, the connector is locked into place.

If the button is rigid and you are 100% certain that the charging session has stopped, you may need to use the emergency stop. For the best experience, we highly recommend that you call the EVgo Charging Crew at 877-494-3833. Our Call Center team is available to support you 24/7, 365 days a year, and they will happily walk you through the process if you need to use this option!

mceclip2.png

 

 

Vehicle-specific Guides (coming soon!)

Our teams are currently working to create guides with tips and tricks from manufacturers (and from our EVgo Charging Crew when available!) to better support your needs. As we continue to improve our help center, we will keep articles such as this updated as soon as the new resources are available.

Until this content is available, please remember our most important advice: always refer to your owner's manual (or contact your dealership)! You can also contact the EVgo Charging Crew anytime.

 

 

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