Smart #1 Charging at Atlante

Smart #1 Pro Plus Charger Will Not Start a Session

You plugged the connector into your Smart #1, but the charger is not responding. No charging indicator, no session starting, nothing happening. This is almost always a charger-side or authentication issue, not a problem with the car. Let us work through it.

Symptoms

• The CCS2 or Type 2 connector is in but nothing happens
• The charger screen shows an error or stays on the welcome screen
• The Smart #1 dashboard does not show a charging session
• You hear the connector lock but charging does not begin
• The charging app shows the charger as available even though you are plugged in

What to Do

1. 1

   Authenticate with the charger first

   Tap your RFID card, open the charging network app, or use contactless payment on the charger. Wait for the charger screen to confirm the session before plugging in.

2. 2

   Remove and reinsert the connector

   Unlock the connector (press the button on the charger handle), remove it fully, wait 10 seconds, then push it back in firmly until it clicks and locks.

3. 3

   Lock and unlock the car

   Use the key fob or Smart app to lock the car, wait 15 seconds, then unlock it. This can reset the charging system if it is in a fault state.

4. 4

   Check the charge port for ice or debris

   Open the charge port flap on the rear left of the Smart #1 and inspect it. In winter, warm the port gently with your hands or use lukewarm water if ice is present. Never use hot water.

5. 5

   Restart the infotainment system

   Press and hold the power button on the center screen for 10 seconds to restart the system. Wait for it to boot fully, then try plugging in again.

6. 6

   Try a different charger

   If the session still will not start, the charger is likely faulty. Move to another charger at the station or a different location.

Smart #1 Pro Plus Payment Failed at Charging Station

You are ready to charge your Smart #1, but the payment will not go through. The RFID card does not register, the app gives an error, or your bank card gets declined. This is a charger and payment issue, not a car issue. Here is what to do.

Symptoms

• RFID card tap does nothing at the charger
• Charging app shows a payment or authorization error
• Contactless bank card is declined
• Charger displays a payment error code
• Session starts but stops immediately with a billing message

What to Do

1. 1

   Check which payment methods the charger accepts

   Look at the stickers and screen on the charger for accepted networks, apps, and card types. If your payment method is not listed, you need to try something else.

2. 2

   Switch to a different payment method

   Try a different RFID card, a different charging app, or a contactless bank card. Having multiple options is essential for public charging in Europe.

3. 3

   Check your available balance

   Open your banking app and verify you have at least 80 EUR available to cover the pre-authorization hold. If not, use a card with a higher balance.

4. 4

   Hold the RFID card steadily

   Place the RFID card flat against the reader and hold it for 2-3 seconds. Do not tap and remove quickly. Some readers are slow to respond.

5. 5

   Cancel and retry the session

   If a previous attempt is stuck, cancel it through the app first. Wait a minute, then start a fresh session from scratch.

6. 6

   Try the other charger unit

   If the payment hardware is faulty on one unit, the neighboring charger at the same station may work fine.

Smart #1 Pro Plus Charging Slower Than Expected Speed

Your Smart #1 should charge at up to 150 kW on DC and 22 kW on AC, but the numbers on the screen tell a different story. Maybe you are stuck at 40 kW on a fast charger, or your wallbox is only delivering 7 kW. Here is what is going on and how to fix it.

Symptoms

• DC fast charging well below the 150 kW maximum
• AC charging stuck at 7 or 11 kW instead of 22 kW
• Charging speed drops sharply after 50-60% state of charge
• The dashboard shows lower power than the charger rating
• Charging from 10% to 80% takes much longer than the advertised 30 minutes

What to Do

1. 1

   Use navigation to activate preconditioning

   Set the DC charger as your destination in the Smart #1's built-in navigation. This activates battery preconditioning, warming or cooling the battery to the ideal temperature before you arrive.

2. 2

   Check your state of charge

   If you are above 60%, the slower speed is expected. For the fastest DC charging, arrive between 10-20% and charge to 80%.

3. 3

   Verify the charger's actual output

   Check the charger display for its rated power. If it says 50 kW, that is your maximum regardless of the Smart #1's 150 kW capability. Look for chargers rated 150 kW or higher.

4. 4

   Check if the charger is shared

   If another car is using the adjacent connector on the same charger unit, you may be sharing power. Move to a charger with no other user if possible.

5. 5

   For AC, verify three-phase connection

   To get 22 kW AC, your wallbox must be wired for three-phase at 32A. Check with your electrician. If you only have single-phase, the maximum is about 7.4 kW.

6. 6

   Try a different charger

   If speeds are still low after checking everything, the charger may be degraded. Try another charger at the same station or a different location.

New station with teething problems

Atlante is expanding rapidly, and many stations are brand new. Newly installed chargers sometimes have firmware bugs, incomplete network configuration, or hardware that has not been fully tested under real-world conditions.

Symptoms

• Charger turns on but fails to communicate with your vehicle
• Session starts but drops after a few seconds
• Charger screen shows an error code you have never seen before
• Station appears on the map but the chargers are not yet operational

How to Fix It

1. 1

   Try a different charger at the same station

   New stations often have multiple units and the issue may be limited to one charger. Try another unit before giving up on the location.

2. 2

   Unplug, wait 30 seconds, and retry

   New charger firmware sometimes fails on the first handshake but succeeds on the second attempt. A short wait lets the charger reset its session state.

3. 3

   Start the session through the Atlante app

   If the charger's screen or contactless reader is not working properly, the app provides a separate communication path to the charger's backend. This can bypass local hardware issues.

4. 4

   Check the Atlante app for station status notes

   Atlante sometimes posts notices about newly activated stations that are still in testing. The station detail page in the app may show a note about limited functionality.

5. 5

   Report the issue and move to the next station

   Use the Atlante app to report the problem. New station issues are usually fixed quickly once reported. Check the app for the nearest alternative Atlante or competitor station.

App crashes on older phones

The Atlante app can be unstable on older phones or phones running outdated operating systems. The app may crash during login, while loading the map, or in the middle of starting a session.

Symptoms

• App closes unexpectedly when you open the station map
• App freezes during the payment screen
• Login screen loads but the app crashes after entering credentials
• App works briefly but crashes when you try to start a session

How to Fix It

1. 1

   Update the Atlante app to the latest version

   Atlante pushes frequent updates that fix stability issues. Open the App Store or Google Play and check for updates before your trip.

2. 2

   Clear the app cache

   On Android, go to Settings, Apps, Atlante, and clear the cache. On iPhone, delete and reinstall the app. Corrupted cache data is a common cause of crashes.

3. 3

   Check your phone's operating system version

   The Atlante app may require iOS 15+ or Android 10+. If your phone is on an older version, update if possible. If your phone cannot update, you may need a roaming app as a backup.

4. 4

   Use contactless payment as a fallback

   If the app keeps crashing and the station supports contactless, tap your credit or debit card on the charger's payment terminal. Not all Atlante stations have this yet, but it completely bypasses the app.

5. 5

   Try a roaming app

   Apps like Chargemap, Shell Recharge, or Electropass can start sessions at Atlante stations without using the Atlante app. Check roaming coverage before relying on this.

Contactless payment terminal not activated

Atlante is rolling out contactless card payment across its network, but not every charger has an active terminal yet. Some units have the hardware installed but the payment function is not turned on.

Symptoms

• Card reader is visible on the charger but does not respond to a tap
• Screen says 'Use app to start' with no contactless option shown
• Contactless symbol is printed on the charger but the reader light is off
• You see a payment terminal but tapping produces no response

How to Fix It

1. 1

   Download and use the Atlante app

   At stations where contactless is not yet active, the Atlante app is the primary payment method. Download it before your trip and add a payment card in advance.

2. 2

   Check the charger screen for payment instructions

   Some Atlante chargers display which payment methods are currently available. If contactless is not listed, the terminal is not active at that unit.

3. 3

   Try a different charger at the same station

   Contactless activation sometimes rolls out unit by unit. Another charger at the same station may have an active terminal.

4. 4

   Use a roaming RFID card or app

   If you have an RFID card from a roaming provider, try tapping it. Some Atlante stations accept roaming RFID even when the contactless card terminal is not active.

Charger screen hard to read in direct sunlight

Some Atlante charger screens have low brightness levels that make them nearly impossible to read in bright sunlight. This is especially common at stations in Southern Europe during summer.

Symptoms

• Screen content is barely visible outdoors during the day
• You cannot read the price, status, or error messages on the screen
• Screen appears to be off but the charger is actually on
• You have to cup your hands around the screen to read it

How to Fix It

1. 1

   Use your body or hand to shade the screen

   Stand to block direct sunlight from hitting the screen. Even partial shade can make the display readable.

2. 2

   Take a photo of the screen with your phone

   Your phone camera can sometimes capture what your eyes cannot. Take a photo and zoom in to read the text.

3. 3

   Use the Atlante app to monitor your session

   All session information (charging speed, energy delivered, cost, estimated time) is available in the app. You do not need the charger screen to track your session.

4. 4

   Start the session entirely through the app

   If you cannot read the screen at all, use the Atlante app to select the charger, start the session, and stop it when done. This avoids needing to interact with the screen.

Cable connector requires specific angle to lock

Some Atlante charger cables need to be inserted at a particular angle or with extra force for the CCS2 connector to seat properly. If it is not fully locked, the session will not start.

Symptoms

• Connector feels like it is in but the charger does not recognize it
• Charger screen says 'Connect cable' even though the cable is plugged in
• You hear a partial click but the connector is not locked
• Connector slides back out after you let go

How to Fix It

1. 1

   Push the connector straight in, then slightly upward

   Some Atlante CCS2 connectors need a slight upward tilt after the initial push to engage the locking mechanism. You should feel and hear a solid click.

2. 2

   Check for debris in the vehicle's charging port

   Dust, ice, or a small pebble in the port can prevent the connector from seating fully. Inspect the port and brush out anything you find.

3. 3

   Make sure the vehicle is unlocked and ready to charge

   Some vehicles lock the charging port flap or disable the inlet when the car is locked or in drive mode. Ensure the car is in park and unlocked.

4. 4

   Try a different cable if the charger has two

   If the charger has two CCS2 cables, try the other one. One cable may have a slightly worn connector that does not seat as easily.