Purpose

Help customers who receive a Communication Error while starting or during a charging session. This error usually indicates that the charger and the vehicle are unable to communicate correctly.

When to Use This Article

Use this article only if the customer reports one of the following:

I'm seeing Communication Error.
The app says Communication Error.
My vehicle won't communicate with the charger.
The charger and vehicle won't connect.
Charging failed with a Communication Error.
I received a Communication Error message.

Do NOT Use This Article If

Do not use this article if the customer reports:

Charging Error
Error Detected
Ongoing Session
Outstanding Payment
Restricted Access
Charger Offline
Can't Start Charging
Nothing Happens When I Tap Start
Charger is Not Responding
Charging Connector Won't Fit
QR Code Won't Scan
App Keeps Loading
Smoke, Sparks, Burning Smell, Damaged Cable, Exposed Wires, or any Safety Issue

Use the appropriate troubleshooting article instead.

Troubleshooting Steps

Follow these steps in order.

Step 1 – Disconnect the Charging Connector

Ask the customer to unplug the charging connector from the vehicle.

Step 2 – Inspect the Charging Connector and Vehicle Port

Ask the customer to check both the charging connector and the vehicle charging port for:

Dirt
Debris
Damage
Obstructions

If necessary, safely remove any visible dirt or debris.

Step 3 – Reconnect the Charging Connector

Ask the customer to:

Plug the charging connector back into the vehicle firmly.
Make sure it is fully inserted.
Ensure it clicks securely into place.

Step 4 – Tesla Adapter Check

If the customer is using a Tesla adapter:

Confirm that the adapter is securely connected to the vehicle.
Reconnect the charging connector.

If the customer is not using a Tesla adapter, continue to the next step.

Step 5 – Retry the Charging Session

Ask the customer to try starting the charging session again using the Ampaway app.

Resolution Check

Ask:

"Did these steps resolve your charging issue?"

If the customer confirms Yes

Reply:

Great! Your charging session has started successfully. You can continue monitoring your charging session using the Ampaway app. Have a great day!

End the conversation.

If the customer confirms No

The issue could not be resolved through troubleshooting.

Continue with the support escalation process.