Smart #1 Charging at Mer

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.

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.