We’re always here to help if you have any issues during your charging journey. You can find solutions for the most common issues right here at the bottom of this article. If you cannot find the answer to your issue here, you’re always welcome to give us a call at any time. You can reach our around-the-clock phone support from the following numbers:
Virta 24/7 Incident hotlines:
Solutions to some of the the most common issues you might encounter while charging:
Can't start charging? - A charge start might get rejected for a few common reasons. First, check your payment options and make sure that your payment details are up to date. This can be easily checked via the Virta app. You can find more information about the app HERE.
If everything is OK with your payment details, please check and reconnect the charging cable. There might be a connection issue between your car and the charger. We recommend you try this a few times, to give the charger a few chances to connect with our platform.
If the charger is private, please make sure you’ve been pre-authorized to charge at this location.
Can't stop charging? – Try a few times with both your RFID and your app. As above, please try a few times to give the charger a few chances to connect with our platform. If the charging does not stop despite the attempts, please contact our incident hotline so that we can help you stop the charging remotely.
Can't release the cable? – All EV’s/PHEV’s have a built-in cable release mechanism. Using the central locking system to lock and unlock your car often releases the cable, which in turn usually makes the charger release the cable. If the charger is unresponsive even after releasing the cable from your car, please give us a call.