Support / Troubleshooting
Troubleshooting
Before You Contact Support
From workplace installs to destination charging, we design, supply and install solutions that fit how people arrive, park and charge.
Check power is on
Make sure the charger is receiving power and appears active.
Check your consumer unit
See whether the relevant breaker or circuit protection has tripped.
Check for any lights
Check the charger for any coloured lights & refer to the manual.
Restart the charger
Turn the breaker on and off to restart the charger/s.
Common Issues
Select an issue below to see step-by-step guidance.
Charger Not Powering On
Try the following:
- Confirm power is availiable at the consumer unit.
- Check the charger breaker to see if it has tripped.
- Switch the charger off at the isolator (if installed) for 10 seconds, then back on.
If the charger is still unresponsive, for domestic enquiries, submit a ticket here with Rolec. For commercial, submit a ticket here with ICEE-EV.
Charging Session Won't Start
- Make sure the cable is fully connected to both the vehicle and the charger.
- Check your vehicle isn’t set to delayed charging.
- Try starting the session again via app or RFID (if applicable)
- Ensure the charger isn’t in a fault or locked state.
Error Lights / Fault Codes
Please refer to your charger manual or the manufactures website for support regarding charger faults and lights.
App Failing to Connect
Try the following:
- Check your internet / wifi connection.
- Ensure the charger is powered and online.
- Restart the charger and app.
- Reconnect or re-pair if needed.
Resetting Your Charger
To reset your charger:
- Turn off the charger at the isolator or consumer unit.
- Wait 10-15 seconds.
- Turn it back on and allow to reboot.
- Reconnect or re-pair if needed.