Smart #1 Charging at Recharge

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.

Charger stuck in "preparing" state

You authenticated successfully, the charger says "preparing," but it never starts delivering power. This is one of the most reported issues on Recharge stations, especially at older units.

Symptoms

• Charger screen shows "Preparing" or "Initializing" for more than two minutes
• Your car's charging indicator does not activate
• The Recharge app shows the session as active but 0 kW delivered
• The charger fan spins up but no power flows

How to Fix It

1. 1

   Wait up to three minutes

   Some Recharge units, particularly the 300kW stations, take longer to complete the power handshake with your car. Give it a full three minutes before taking action.

2. 2

   Unplug and reconnect

   Remove the CCS2 connector, wait 15 seconds, then plug it back in firmly. This resets the communication between your car and the charger.

3. 3

   Stop the session in the Recharge app and start a new one

   Open the Recharge app, tap Stop on the active session, wait for it to fully end, then start a new session on the same charger. This clears any stuck state on the backend.

4. 4

   Try the other connector on the same unit

   Many Recharge stations have two CCS2 connectors. If one is stuck, the other connector on the same unit often works fine.

5. 5

   Use a different authentication method

   If you started with the app, try your RFID card instead, or vice versa. Sometimes the issue is with the authentication path, not the charger hardware.

Old Fortum branding causes app scan failure

Recharge was originally part of Fortum's charging operations before being spun off as a separate company. Some older stations still display Fortum logos and QR codes. Scanning an old Fortum QR code with the Recharge app may not work, or it may redirect to a dead Fortum page.

Symptoms

• QR code on the charger opens a Fortum website or shows an error
• Recharge app says "Charger not found" after scanning
• Station ID on the physical unit does not match what the Recharge app expects
• The charger has Fortum branding but is listed as Recharge in third-party apps

How to Fix It

1. 1

   Ignore the QR code and search by station name in the Recharge app

   Open the Recharge app, use the map or search to find the station by location. The charger will appear under its Recharge name even if the physical unit still says Fortum.

2. 2

   Enter the charger ID manually

   Look for a numeric ID on the charger, often printed on a sticker near the connector. In the Recharge app, tap "Enter ID" and type it in directly.

3. 3

   Use RFID or contactless payment instead of the app

   Tap your Recharge RFID card or a contactless bank card on the reader. This bypasses the app entirely and works regardless of the branding on the charger.

4. 4

   Check if contactless is available on this unit

   Not all Recharge stations support contactless bank card payment. Look for a card reader terminal on the charger. If there is no terminal, you will need the app or an RFID card.

RFID card from old Fortum account not recognized

If you had a Fortum Charge & Drive account and RFID card, it may not work automatically on the Recharge network. Some cards were migrated, others were not.

Symptoms

• Tapping your old Fortum RFID card shows "Card not recognized" on the charger
• The charger beeps but does not start a session
• Your Fortum card works on some stations but not others

How to Fix It

1. 1

   Log in to the Recharge app and check your RFID cards

   Open the Recharge app, go to your account settings, and look under RFID cards. If your old Fortum card is not listed, it was not migrated automatically.

2. 2

   Re-register your RFID card

   In the Recharge app, tap "Add RFID card" and follow the steps. You will need the card number printed on the back of your RFID card.

3. 3

   Use the app to start the session while you wait for RFID activation

   RFID card registration can take up to 24 hours to propagate across all stations. Use the app to authenticate in the meantime.

4. 4

   Order a new Recharge RFID card if re-registration fails

   Some older Fortum cards use a chip format that is not compatible. You can order a new Recharge RFID card through the app or website.

Contactless payment not accepted

You are trying to tap your bank card or phone to pay, but the charger does not respond or shows an error. Contactless payment availability varies across Recharge stations.

Symptoms

• No card reader terminal visible on the charger
• Card reader shows "Payment failed" or does not respond to taps
• Apple Pay or Google Pay not recognized
• The charger prompts for an RFID card but you only have a bank card

How to Fix It

1. 1

   Check if this station supports contactless payment

   Look for a separate payment terminal with a contactless symbol. Not all Recharge stations have been upgraded. The Recharge app shows payment options for each station on the station detail page.

2. 2

   Try removing and re-holding your card

   Hold your card flat against the reader for at least three seconds. Some terminals need a longer hold than you might expect. Remove the card fully, then try again.

3. 3

   Fall back to the Recharge app

   If contactless is not working, open the Recharge app and start the session from there. You need a payment method saved in the app.

4. 4

   Try a different card

   Some Visa Electron and certain prepaid cards are not accepted by the payment terminals. A standard Visa or Mastercard debit or credit card usually works.

Charging speed much lower than expected

The station is rated for 300kW, but your car is only pulling 50kW or less. While your car's battery management limits the maximum speed, Recharge stations can also throttle power.

Symptoms

• Charger display shows far less power than the station's rated capacity
• Charging speed drops suddenly mid-session
• Other cars at the same station are also charging slowly
• The Recharge app shows the session but at low power

How to Fix It

1. 1

   Check how many other cars are charging at the same station

   Recharge stations with multiple connectors often share a power cabinet. If two or three cars are charging simultaneously, the available power per car drops. This is normal and not a fault.

2. 2

   Check your battery level

   DC fast charging slows significantly above 80% on most EVs. If your battery is above 70-80%, the slower speed is your car protecting the battery, not a problem with the Recharge station.

3. 3

   Check the temperature

   In cold weather, your car may limit charging speed until the battery warms up. This can take 10-15 minutes of charging before speeds increase. Some cars precondition the battery if you set the charger as a destination in navigation.

4. 4

   Try a different connector at the station

   Individual connectors can have faults that limit power output. If another connector is free, unplug and try it.

5. 5

   Report the issue in the Recharge app

   If the speed is unusually low and none of the above apply, report it through the Recharge app. Tap the active session and look for a "Report issue" option. This helps Recharge identify hardware problems.