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This guide is for general troubleshooting only. EVcourse is not affiliated with Helen. For account issues or charger-specific faults, contact Helen support directly.

Troubleshooting

Helen Charger Not Working?

Updated March 2026

Helen operates a charging network in the Helsinki metropolitan area with both DC fast chargers (up to 200 kW, CCS2) and AC chargers. Helen is primarily an energy company, so the charging service sits alongside electricity contracts and other energy services in the Helen app. If you are having trouble at a Helen charger, here is how to sort it out.

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Helen Quick Reference

Max power
200 kW
Connectors
CCS2
Payment
app, RFID
Type
Charge Point Operator

Showing 5 of 5 issues

Charging section buried in the Helen app

The Helen app handles electricity contracts, energy consumption, and EV charging in one place. Finding the charging features can take a few taps if you are used to dedicated charging apps.

Symptoms

  • You opened the Helen app but cannot find how to start a charging session
  • The app shows your electricity bill but no charging options
  • You found a station list but cannot figure out how to initiate charging
  • The charging feature seems to disappear after app updates

How to Fix It

  1. 1

    Look for the EV charging or e-mobility section

    In the Helen app, EV charging is usually under a dedicated menu item like 'Charging' or 'E-mobility.' It is not on the main dashboard with your electricity contract. Tap the menu icon and scroll through the options.

  2. 2

    Make sure EV charging is activated on your Helen account

    If you are a Helen electricity customer, EV charging may need to be activated separately. Check your account settings or the Helen website. You may need to accept additional terms for the charging service.

  3. 3

    Update the app to the latest version

    Helen occasionally reorganizes the app layout. If the charging section has moved after an update, check the main menu, bottom navigation, or any new tabs that appeared. The latest version will have the current layout.

  4. 4

    Try the Helen Charging web portal as a backup

    If the app is giving you trouble, Helen also offers a web-based portal for starting sessions and viewing history. Search for 'Helen lataus' in your browser.

RFID card registration through your Helen energy account

To use an RFID card at Helen chargers, you need to register it through your Helen energy account. This is different from networks where you simply order a card and it works.

Symptoms

  • You received a Helen RFID card but it does not start the charger
  • Your third-party RFID card is not accepted at Helen stations
  • The charger shows 'Card not recognized' when you tap
  • You are not sure how to link your RFID card to your Helen account

How to Fix It

  1. 1

    Register your RFID card in the Helen app or on helen.fi

    Log in to your Helen account (app or website) and navigate to the charging or RFID section. Enter the card number printed on your RFID card. The registration may take a few minutes to activate.

  2. 2

    Wait 10 to 15 minutes after registration

    The card activation is not always instant. After registering, wait at least 10 minutes before trying the card at a charger. If it still does not work after 30 minutes, contact Helen support.

  3. 3

    Check if your RFID card is from a compatible roaming network

    Helen accepts some third-party RFID cards through roaming agreements, but not all. Cards from Virta-connected networks are more likely to work. If your card is from a network without a roaming agreement with Helen, it will be rejected.

  4. 4

    Use the Helen app to start the session as a workaround

    While you sort out the RFID issue, the Helen app can start a session directly. Select the charger on the map, tap start, and the session begins without needing a physical card.

Plugging into an AC charger when you expected DC fast charging

Helen operates both AC chargers (11 to 22 kW) and DC fast chargers (up to 200 kW) in the Helsinki area. Some locations have both types side by side, and it is easy to plug into the wrong one.

Symptoms

  • Charging speed is only 11 kW or 22 kW at a station you expected to be fast
  • The connector is Type 2 instead of CCS2
  • Your vehicle's dashboard shows AC charging, not DC
  • The charger unit looks smaller and simpler than a typical fast charger

How to Fix It

  1. 1

    Check the charger type before plugging in

    DC fast chargers are larger units with thick CCS2 cables. AC chargers are smaller, often wall-mounted or on a slim post, with a Type 2 connector. If the connector is Type 2 only, it is an AC charger.

  2. 2

    Use the Helen app to identify charger types at each location

    The app shows whether a station offers AC, DC, or both. Filter for DC fast chargers if you need a quick charge. Station listings should indicate the maximum power output.

  3. 3

    If you need speed, unplug and move to the DC unit

    If you accidentally plugged into an AC charger and need faster charging, stop the session, unplug, and move your vehicle to the DC fast charger at the same location (if available).

  4. 4

    AC charging is fine if you have time

    If you are parked for several hours (shopping, at work, overnight), an AC charger at 11 to 22 kW will add meaningful range. AC charging is also gentler on your battery than frequent DC fast charging.

Parking time limits at urban charging locations

Some Helen chargers in Helsinki are installed in areas with parking time restrictions. You may get a parking fine if you exceed the posted limit, even while charging.

Symptoms

  • You see a parking time limit sign near the charger (e.g. 2 or 4 hours)
  • You received a parking fine despite being plugged in and charging
  • Your charging session takes longer than the posted parking limit
  • You are not sure if the parking limit applies while charging

How to Fix It

  1. 1

    Read the parking signs before plugging in

    Check the parking signs near the charging spot. In Helsinki, many on-street and parking garage spots have time limits (often 2 or 4 hours). These limits typically apply regardless of whether you are charging.

  2. 2

    Set a timer on your phone

    If there is a time limit, set a phone alarm so you can move your vehicle before the limit expires. Even if charging is not complete, a parking fine is not worth the extra kWh.

  3. 3

    Use a parking disc if required

    In Finland, many time-limited parking areas require a parking disc (pysäköintikiekko) displayed on your dashboard. Set the arrival time and place it visibly.

  4. 4

    Choose locations without time restrictions for longer sessions

    If your vehicle charges slowly on AC and you need several hours, use the Helen app to find chargers in locations without strict parking time limits, such as certain parking garages or less restricted areas.

Limited coverage outside Helsinki metropolitan area

Helen's charging network is concentrated in Helsinki, Espoo, and Vantaa. If you are traveling outside the capital region, Helen chargers become scarce or unavailable.

Symptoms

  • The Helen app shows no stations along your route outside Helsinki
  • You assumed Helen would have chargers at your destination but there are none
  • The nearest Helen charger is 50 km or more away
  • You planned a road trip relying on Helen and now need alternatives

How to Fix It

  1. 1

    Check coverage before you travel

    Open the Helen app or website and zoom out on the map. Helen's stations are clustered in the Helsinki metropolitan area. If your destination is outside this zone, you will need another network.

  2. 2

    Install backup charging apps for other networks

    For travel outside Helsinki, install apps for networks with broader Finnish coverage like K-Lataus, ABC-lataus, Virta, or Recharge. Having multiple apps ready means you always have options.

  3. 3

    Use a roaming RFID card for multi-network access

    A roaming RFID card from Virta or PlugSurfing lets you access chargers from multiple networks without installing each network's app. Roaming rates may be slightly higher, but the convenience is worth it for occasional use.

  4. 4

    Plan charging stops using a multi-network route planner

    Apps like A Better Routeplanner (ABRP) show chargers from all networks. Enter your vehicle model and destination, and the app will suggest optimal charging stops regardless of which network operates them.

Helen App Tips

  • The Helen app combines energy services and EV charging in one place. Look for the dedicated charging or e-mobility section, not the electricity dashboard.
  • Use the app map to check whether a station is AC or DC before driving there. AC and DC chargers look different on the map listing, with power output shown for each.
  • The app shows real-time availability for most Helen chargers. A quick check before you leave saves a wasted trip to a fully occupied station.
  • If you are a Helen electricity customer, your charging costs may appear on the same invoice as your home electricity. Check your billing settings in the app.

Payment Troubleshooting

  • Register your RFID card through your Helen account before visiting a station. Unregistered cards will not be recognized by the charger.
  • The Helen app is the most reliable payment method at Helen stations. If your RFID card is not working, the app can start a session directly.
  • Third-party RFID cards work at some Helen stations through roaming agreements, but coverage is not guaranteed. Check with your card provider for Helen compatibility.
  • Helen's pricing is per kWh. The app shows the current rate before you start a session. AC and DC charging may have different per-kWh prices.

When to Contact Helen Support

Helen customer support is available through the Helen app (look for help or contact options in the menu) and by phone. You can also reach Helen through their website at helen.fi, where there is a contact form and chat option during business hours. For issues at a charger that will not start or a connector that is stuck, the charger unit itself should display a support phone number. For billing questions related to charging, your Helen account on the website or app shows transaction history for each session.

You can also report charger issues through the Helen app. Reporting helps them fix problems faster.

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