If charging fails to initiate, start by confirming the activated plug ID in the Recharge app corresponds to the plug ID connected to your vehicle. If the appropriate plug was used, unplug the connector and then replug it firmly in place to establish a proper connection.

In most cases the vehicle will dictate the speed of the charge based on it’s max input, age and temperature of the battery, as well as the current charge state. Environmental factors such as hot & cold weather can also have an affect on charging speeds.

The charger does not lock the plug when connected, so often the solution will be dependent on your vehicle.

Start by confirming the doors of your vehicle are unlocked, as most manufacturers will lock their connection if the doors are locked. Once you have confirmed this, try firmly pushing the plug further into the vehicle before reattempting to pull it out. If this does not work, locate your vehicles manual release to disengage the plug from your vehicle.

Please refer to your owners handbook for the location of the manual release of your vehicle.

When using high power chargers like the ones found in our charging stations, the speed of a charge is often limited by the vehicle, not the charger, so customers have the most flexibility to choose their charge time based on their needs. For example, a vehicle at 20% that supports a high charging rate can charge to 80% in roughly 10-15 minutes.

The cost of charging is determined by the minute, and the price per minute can be seen for each charging station in the app before activating.

Should you need assistance concerning our EV chargers, please contact our dedicated support team either by phone at 1-833-505-2291, or email at support-ve@couche-tard.com