This troubleshooting guide refers to issues appear with the session after a successful authentification with the Charging card is done. There could be a number of different reasons causing problems with starting the charging session and following things should be asked of the customer to try/control:

• If the charger or charging station are displaying any error messages that could indicate the reason for the interruption. 
• Disconnect the cable from the vehicle, lock and unlock the vehicle and then re-connect the cable to the vehicle.
• Check for any relevant information in the instrument cluster. 
• Check the charging button next to the socket. The colors next to the socket indicates the charging status. Please check the vehicle manual for details.
• Check if there are any settings that define a charging time period or charging for a specific departure time. Any such settings should be deactivated in the vehicle settings.
• Check if additional settings have been made in the charging station interface that may interfere with the charging process.

Session stopped:

Sometimes unpredictable disruptions can happen which are often resolved simply by restarting the charging process. So at first, try to stop the charging process and start it again. It's possible to get notification email and text for Session stopped.

Escalation (for customers)

If the problem is still active, tell the customer to call the CPO directly with the number displayed at the charging point. 

At the same time inform the customer that if the charging point provider can't help them or find the solution, the issue is most probably in the vehicle and they should take he vehicle to their workshop.