We recommend that you call the 24/7 incident hotline only in cases where you have problem with charging on-site. This way we can ensure that customers in need of immediate assistance can get the help they need without queuing and can continue their journey smoothly.
See self-help instructions below for most common problems at charging station
Virta 24/7 Incident hotlines:
Can't start charging? - If you are sure you have the right to use a station and your payment information is correct, checking the cable connection or waiting for a bit and trying again helps in most cases. This gives the charger a new chance to commiunicate with our platform.
Can't stop charging? - As above, trying again is the best help here. Try, both, with your RFID and app. Give the charging station a chance to reconnect with our platform.
Can't release the cable? - You should always be able to release the cable from the car. Depending on the car model, there is a release or open socket button. Also toggling the central locking system of the car often releases the cable. This often releases the cable also from the charger. If the cable is yours and still attached to the charger, please contact our support.