Purpose

Help customers who receive an Error Detected message while starting or during a charging session. This error usually indicates that the vehicle rejected the charging attempt and the charging connection needs to be reset.

When to Use This Article

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

I'm seeing Error Detected.
The app says Error Detected.
Charging failed with an Error Detected message.
My vehicle rejected the charging session.
I keep getting Error Detected.

Do NOT Use This Article If

Do not use this article if the customer reports:

Charging Error
Communication Error
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 – Explain the Error

Inform the customer:

"This error usually means the vehicle rejected the charging attempt. Resetting the charging connection often resolves the issue."

Step 2 – Disconnect the Charging Connector

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

Step 3 – Wait

Ask the customer to wait 30 seconds before reconnecting the charging connector.

Step 4 – Reconnect the Charging Connector

Ask the customer to:

Plug the charging connector back into the vehicle.
Make sure it is fully inserted and securely connected.

Step 5 – Retry the Charging Session

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

Step 6 – Try Another Compatible Charger

If another compatible Ampaway charger is available nearby, ask the customer to try using that charger.

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 in 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.