Smart #1 Charging at Mobilize Fast Charge

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.

Session won't start or authentication fails

You try to start a session through the Mobilize app, RFID card, or Plug & Charge, but the charger does not respond or shows an error.

Symptoms

• Charger screen displays a QR code but the app cannot connect
• RFID card (Mobilize Charge Pass) is not recognized
• Plug & Charge does not activate automatically
• The app shows 'session starting' but nothing happens at the charger

How to Fix It

1. 1

   Download the Mobilize app and set up your account before your trip

   The Mobilize app is the most reliable way to start a session. Set up your account and payment method while you have a stable internet connection.

2. 2

   Try a different authentication method

   If the app is not working, try your Mobilize Charge Pass RFID card, or vice versa. Some Mobilize stations also support Plug & Charge for compatible vehicles. Roaming apps like Chargemap or Shell Recharge may also work.

3. 3

   Scan the QR code on the charger

   If other methods fail, scan the QR code with your phone camera. It may redirect to a web-based session start page.

4. 4

   Check mobile data coverage

   Mobilize stations at highway locations sometimes have weak mobile signal. If the app cannot connect, try switching between Wi-Fi and mobile data, or move to a spot with better reception before starting.

App requires Renault or Mobilize account

The Mobilize app asks you to create a Mobilize or Renault account. If you do not drive a Renault, this can feel confusing, but the account is not vehicle-specific. Anyone can create one.

Symptoms

• App asks for a Renault account during signup and you do not own a Renault
• Account creation requires vehicle details that do not match your car
• You already have a MyRenault account but it does not work in the Mobilize app
• Confirmation email during signup never arrives

How to Fix It

1. 1

   Create a Mobilize account, not a MyRenault account

   The Mobilize app has its own account system. You do not need a Renault vehicle or a MyRenault account. Choose 'Create account' in the Mobilize app and follow the prompts. Skip any vehicle-linking steps if offered.

2. 2

   Check your spam folder for the confirmation email

   The Mobilize confirmation email sometimes lands in spam or promotions folders. Search for 'Mobilize' in your email. If it does not arrive within 5 minutes, request a new one.

3. 3

   Use a different email address if signup fails

   If your email is already associated with a MyRenault account, try a different email for the Mobilize app. The two systems do not always sync cleanly.

4. 4

   Add your payment card immediately after account creation

   Go to the payment section in the app and add a credit or debit card. You cannot start a session without a valid payment method on file.

Non-Renault vehicles have compatibility quirks

Mobilize Fast Charge stations are optimized for Renault and Nissan vehicles. Other brands sometimes experience slower handshakes, reduced power delivery, or occasional communication errors.

Symptoms

• Session takes unusually long to start compared to other networks
• Charging speed is lower than expected for your vehicle's capability
• Charger drops the session after a few minutes and needs to be restarted
• Error message mentions 'communication error' or 'vehicle not responding'

How to Fix It

1. 1

   Wait up to 2 minutes for the handshake to complete

   Non-Renault vehicles may take longer to negotiate charging parameters with the Mobilize charger. Do not unplug prematurely. Wait at least 2 minutes before assuming it has failed.

2. 2

   Unplug, wait 15 seconds, and try again

   If the first attempt fails or times out, a second attempt often succeeds. The charger and vehicle sometimes need a fresh handshake to communicate properly.

3. 3

   Try a different charger at the station

   Different charger units at the same station can behave differently with non-Renault vehicles. If one unit gives you trouble, try another.

4. 4

   Check your vehicle's charging settings

   Some vehicles let you set a maximum charging speed or a charging schedule. Make sure there are no restrictions that might interfere with the Mobilize charger's handshake.

5. 5

   Report the issue to Mobilize support

   Mobilize is actively expanding compatibility. Reporting specific issues with your vehicle make and model helps them improve firmware for non-Renault cars.

Dealership station accessible after hours but no amenities

Many Mobilize Fast Charge stations are located at Renault dealerships. The chargers work 24/7, but the dealership itself closes in the evening and on weekends. There are no restrooms, waiting areas, or staff available.

Symptoms

• Dealership is closed but the chargers are accessible in the parking lot
• No restrooms, coffee, or shelter available during your charging stop
• Parking lot lighting is dim or off after business hours
• You are unsure if you are allowed to be in the dealership parking lot after hours

How to Fix It

1. 1

   Confirm 24/7 access in the app before driving there

   Check the station details in the Mobilize app. Stations at dealerships are usually marked as 24/7 accessible, but some have gated parking lots that close with the dealership.

2. 2

   Plan for no amenities during off-hours

   Bring water, snacks, or entertainment for the charging stop. At 300 kW, a stop is typically 15 to 30 minutes, but there is nowhere to go if the dealership is closed.

3. 3

   Check for nearby alternatives with better amenities

   If comfort matters, check whether a nearby highway station or shopping center location has charging available. The Mobilize app or a roaming app can show other options.

4. 4

   Use the dealership stations during business hours when possible

   If your schedule allows, charging during dealership hours gives you access to restrooms and a waiting area. Some dealerships are welcoming to non-customers using their chargers.

Charger location not clearly signed at dealerships

Mobilize Fast Charge stations at dealerships can be tucked behind the showroom, in a back parking lot, or in a spot that is not visible from the road. Signage is inconsistent.

Symptoms

• You arrive at the dealership but cannot find the chargers
• GPS takes you to the dealership entrance, not the charging area
• No visible charging signs from the main road or parking entrance
• Chargers are behind the building or in a service area

How to Fix It

1. 1

   Check the Mobilize app for station photos or access notes

   The station detail page sometimes includes photos or written directions from other users. Check before you arrive.

2. 2

   Drive around the dealership building

   If the chargers are not visible from the front, drive slowly around the back. Many dealerships place chargers in the service area parking lot or behind the showroom.

3. 3

   Ask at the dealership during business hours

   If the dealership is open, walk in and ask where the fast chargers are. Staff are usually aware of the Mobilize chargers on their property.

4. 4

   Look for the Mobilize or Renault charging signage

   The chargers are typically branded with Mobilize or Renault logos. Look for tall charger cabinets (about 2 meters high) rather than small wall boxes.