A charging cable that won't release is usually caused by one of a few common things, most of which you can sort out yourself. This guide covers the two places a cable can be held — at your car and at the charger — and what to do for each.
✓ Try the Help button first
For most charger-side issues, the fastest fix is to tap Help on the station screen in the Wevolt App and call the charger operator's number shown there. They own and maintain the charger and can release a locked cable remotely in minutes. Learn how Wevolt and charger operators split support.
Do not force the cable
Never forcefully pull a locked cable. This can damage your vehicle's charging port, the cable connector, or the charger, and you may be held liable for the damage.
Why does this happen?
A charging cable locks at two separate points during a session, and each one is released differently:
- At your car — your vehicle locks the connector into its charging port for safety. This is controlled by the car, and usually releases when you unlock the car.
- At the charger — on chargers where you bring your own cable (a socket charger, rather than one with a cable permanently attached), the charger also grips the cable in its socket for the whole session. This lock is controlled by the charger, and it only lets go once the session has been properly stopped and authorised.
If the cable came out of your car but is still held by the charger, the charger most likely still thinks the session is running. The steps below clear that.
If the cable is stuck in your car
- End the session. Open the Wevolt App and confirm the session has fully stopped. If it is still active, stop it in the app.
- Unlock your car. Use your key fob, the door handle, or your vehicle's app. Most EVs release the connector lock as soon as the car is unlocked. On some cars you need to press the unlock button a few times, or open and close the doors.
- Wait 30 to 60 seconds. The car can take a moment to complete its unlock sequence. Try removing the cable again.
- Use your car's manual release. If it still won't release, check your vehicle's owner manual for the emergency cable release — usually a pull cord or lever in the boot or near the charging port.
If the cable is out of the car but stuck in the charger
This means the charger is still holding its end. The fix is to let the charger close the session cleanly so its lock releases:
- Plug the cable back into your car. This feels backwards, but it re-establishes the session so it can be ended properly — which is what releases the charger's lock.
- Stop the session the way you started it. Tap the same RFID card on the reader, or press Stop in the Wevolt App. The charger releases its grip on an authorised stop, not when the cable is pulled from the car.
- Wait 30 to 60 seconds, then unplug in order. Remove the cable from your car first, then from the charger. The charger end should now be free.
- Still locked? The operator can release it remotely. Tap Help on the charger listing in the Wevolt App to reach the site operator. They can end the session and unlock the connector from their end without anyone needing to be there.
✓ How to avoid it next time
Stop the session first — tap your RFID card or press Stop in the app — and only then unplug, taking the car end out before the charger end. Stopping the session is what unlocks the charger's socket.
Still stuck? Who to contact
If none of the above works, the charger's locking mechanism may have a fault. This is handled by the Charge Point Operator (CPO) — the business or site owner who runs that charger.
Tap the Help button on the charger listing in the Wevolt App. It shows the direct phone and email for the operator of that specific charger, who can attempt a remote release and, if needed, send someone to site. If you cannot reach the operator, contact Wevolt Support:
- Email: contact@wevolt.com.au
- Phone: +61 8 6255 7900
What if the charger or my vehicle is damaged?
If you believe the charger has damaged your vehicle, or the charger itself is damaged:
- Document the damage with photos before leaving the site.
- Contact the operator directly using the Help button in the Wevolt App — they are responsible for the physical condition and operation of their charger.
- Report the incident to Wevolt Support at contact@wevolt.com.au.
Note on liability
Under the Wevolt CPO Terms and Conditions, the Charge Point Operator is responsible for the safe operation and maintenance of their charging station. Wevolt does not accept liability for damage caused by charger hardware.
Related articles
- Charge not stopping after unplugging? — if the app still shows your session as active after you've removed the cable
- Session won't start or stops unexpectedly — if a session won't start or drops mid-charge
- How Wevolt works: charger operators, the app, and where to get help — who to contact for what, and how the Help button routes you
- The Charger I'm Trying to Use Isn't Working — if a charger appears offline or unresponsive
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