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

Troubleshooting

Mer Charger Not Working?

Updated March 2026

You are at a Mer station and something is off. Maybe the app shows the charger is available but it clearly is not, or the cable will not release in freezing weather. Mer, formerly Grønn Kontakt in Norway, operates across the Nordics with a mix of older and newer hardware. Most issues at Mer stations have straightforward fixes if you know what to look for.

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Mer Quick Reference

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

Showing 6 of 6 issues

Station occupancy not updating in the app

The Mer app shows a station as available, but when you arrive, all connectors are occupied or out of service. The real-time status in the app can lag behind by several minutes.

Symptoms

  • App shows "Available" but all connectors are in use when you arrive
  • App shows a station as occupied but the chargers are visibly free
  • Connector status flickers between available and occupied in the app
  • Recently freed connectors still show as "In use" in the app for several minutes

How to Fix It

  1. 1

    Pull to refresh the station detail in the Mer app

    On the station page, pull down to force a status refresh. The app does not always update automatically, and a manual refresh often shows the correct status.

  2. 2

    Close and reopen the app

    Force-close the Mer app and reopen it. This clears any cached station data and pulls a fresh status from the server.

  3. 3

    Check a third-party app for a second opinion

    Apps like Plugsurfing, A Better Route Planner, or Google Maps sometimes pull fresher data from Mer's backend. Use one of these to verify availability if the Mer app seems wrong.

  4. 4

    Drive to the station if it is nearby

    If the station is less than five minutes away, it is often faster to just go and check. Occupancy can change in the time it takes to troubleshoot the app.

Third-party RFID card rejected

You are trying to authenticate with an RFID card from a roaming provider like Plugsurfing, NewMotion, or Virta, but the Mer charger rejects it. Not all third-party RFID cards are accepted at every Mer station.

Symptoms

  • Charger screen shows "Card not recognized" after tapping
  • The charger beeps once but nothing happens
  • Your RFID card works at other networks but fails at Mer
  • The charger prompts you to try again but repeated taps do not help

How to Fix It

  1. 1

    Hold the card flat against the reader for three full seconds

    Do not tap and remove quickly. Some Mer readers need a longer hold to register the card. Keep it pressed flat against the RFID symbol.

  2. 2

    Check if your roaming provider covers Mer stations

    Open your roaming provider's app and search for this specific Mer station. Some providers have roaming agreements with Mer but not for every station type or region.

  3. 3

    Use the Mer app instead

    Download the Mer app if you do not have it. Create an account and add a payment method. You can start the session through the app even if your RFID card does not work.

  4. 4

    Try contactless bank card payment

    Newer Mer stations have a contactless payment terminal. Look for a card reader with the contactless payment symbol. Tap your bank card or phone to start.

  5. 5

    Try a Mer-issued RFID card for future visits

    You can order an RFID card directly from Mer through their app or website. Mer's own cards are accepted at all Mer stations without roaming issues.

Charger screen showing error but no error code

The charger screen displays a generic error message like "Error" or "Fault" without any specific code or explanation. This makes it hard to know if the problem is temporary or if the unit is broken.

Symptoms

  • Charger screen shows "Error" or a red warning icon with no further detail
  • The error appears before you even try to authenticate
  • The error appears after plugging in but before power delivery starts
  • Screen alternates between the normal start screen and the error message

How to Fix It

  1. 1

    Unplug the connector and wait 30 seconds

    Some Mer chargers show transient errors after a previous session ended abnormally. Unplugging and waiting gives the charger time to reset its internal state.

  2. 2

    Try the other connector on the same unit

    If the station has a second CCS2 connector, try that one. A hardware fault on one connector does not always affect the other.

  3. 3

    Check if other cars are successfully charging at the station

    If nobody at the station is charging, the entire station may be down. If others are charging fine, the issue is limited to your connector.

  4. 4

    Report the faulty unit in the Mer app

    Open the Mer app, find the station, and report the issue. Include which connector number has the error. This helps Mer send a technician and warns other drivers.

  5. 5

    Move to a different station

    A charger with a persistent generic error is unlikely to start working on its own. Use the Mer app to find the nearest alternative station.

Cable locked and will not release in cold weather

You finished charging but the CCS2 cable will not unlock from your car. In Nordic winters, ice can form around the connector locking mechanism, making it physically difficult to release.

Symptoms

  • Pressing the connector release button does not unlock the cable
  • The connector feels frozen in place
  • Your car shows "Charging complete" but the cable is stuck
  • The locking pin on the connector is visibly iced over

How to Fix It

  1. 1

    Make sure the charging session has fully ended

    The cable stays locked while a session is active. Stop the session in the Mer app or on the charger screen, then try releasing the connector again. Wait 10 seconds after the session ends.

  2. 2

    Try unlocking from your car

    Most EVs have a cable release option in the infotainment system or a button near the charge port. Use your car's unlock function rather than the connector button.

  3. 3

    Warm the connector gently

    If ice is the problem, pour lukewarm water (not boiling) over the connector and charge port area. You can also cup your hands around the connector to warm it with body heat. Do not use force or tools to pry it free.

  4. 4

    Run the car's cabin heater for a few minutes

    Turning on the car's climate system can gradually warm the charge port area from the inside. This works slowly but can free a mildly frozen connector after 5-10 minutes.

  5. 5

    Call Mer support if the cable is truly stuck

    If nothing works after 15 minutes, call the support number on the charger. Mer can remotely release the cable lock on their end. Do not pull with excessive force as this can damage both the connector and your car's charge port.

App requires location services for remote start

The Mer app asks you to enable location services before you can start a charging session, even when you are standing right next to the charger and selected it manually from the map.

Symptoms

  • App shows "Enable location services to start charging" popup
  • Start button is grayed out until location permission is granted
  • The app worked fine before but now demands location after an update
  • You can browse the map but cannot start a session without GPS enabled

How to Fix It

  1. 1

    Enable location services temporarily

    Go to your phone's settings, find the Mer app, and set location access to "While Using the App." You can change it back after your session.

  2. 2

    Make sure GPS has a fix

    In underground parking garages or areas with poor GPS reception, the app may not be able to confirm your location. Step outside or move closer to an open area until the app detects your position.

  3. 3

    Use RFID or contactless payment instead

    If you do not want to share your location, use your RFID card or a contactless bank card to start the session. These methods do not require the app at all.

  4. 4

    Scan the QR code on the charger

    Some Mer chargers have a QR code that opens the start process in a browser, bypassing the app's location requirement.

Former Grønn Kontakt station not found in Mer app

Mer acquired Grønn Kontakt in Norway, but some older stations may not appear correctly in the Mer app, especially during the transition period.

Symptoms

  • Station visible on the street but not on the Mer app map
  • Searching by the old Grønn Kontakt name returns no results
  • QR code on the charger links to a Grønn Kontakt page that no longer works
  • RFID card from Grønn Kontakt account rejected

How to Fix It

  1. 1

    Update the Mer app to the latest version

    Older versions of the app may not include recently migrated Grønn Kontakt stations. Update from the App Store or Google Play.

  2. 2

    Search by the station's physical address

    Instead of searching by station name, try the street address or zoom into the location on the app map. The station may appear under a new Mer name.

  3. 3

    Enter the charger ID manually

    Look for a station or connector ID printed on the charger hardware. Enter this ID in the Mer app's manual start option.

  4. 4

    Use contactless payment to bypass the app

    If the station has a payment terminal, tap your bank card to start. This works independently of whether the app has the station listed.

Mer App Tips

  • Add a payment method to the Mer app before your first charging session. The app will not let you start a session without a valid payment card on file.
  • Use the filter options in the Mer app to show only stations with available CCS2 connectors. This saves time when you need a fast charger specifically.
  • If the Mer app crashes during a session, your charging will continue. The session runs on the charger, not on your phone. Reopen the app to monitor progress or stop the session.
  • Check the Mer app for pricing before you plug in. Prices vary between stations and can include per-kWh rates, time-based fees, or both. The station detail page shows the current pricing.

Payment Troubleshooting

  • Contactless bank card payment is available at newer Mer stations but not all locations. The Mer app shows which payment methods each station supports on the station detail page.
  • Mer accepts Visa and Mastercard through the app. Some prepaid cards and virtual cards may be declined. Use a standard debit or credit card for the most reliable experience.
  • If you charge through a roaming provider like Plugsurfing, check that provider's pricing for Mer stations. Roaming fees can add a significant markup over Mer's direct prices.
  • Mer's app shows your full charging history with costs. If a session was billed incorrectly, you can dispute it through the app's history section.

When to Contact Mer Support

If the charger displays a persistent error, the cable is physically stuck, or you were billed for a session that did not deliver power, contact Mer support. You can reach them through the Help section in the Mer app, or by calling the support phone number printed on the charger unit. For stations in Norway that still show Grønn Kontakt branding, use the same Mer support channels. Have the station ID, connector number, and a description of the problem ready.

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

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