A rejected session may fail before the vehicle is asked to take power. Note whether it stops at login, payment, charger authorisation, cable connection or once charging has started. This avoids treating an app or payment problem as a vehicle repair diagnosis.
Collect the station-side information
Keep the station number, operator, timestamp and exact error. Record whether the car displayed a warning and whether the station reported any energy delivered. Contact the operator through its published support route if the fault is clearly in authorisation or payment.
When vehicle diagnosis becomes relevant
Repeated failures after successful authorisation, especially with vehicle warnings, provide different evidence from a rejected payment. Include any successful sessions already completed with suitable equipment. Do not deliberately use damaged or incompatible equipment to make a comparison.
For an AXION enquiry, provide the vehicle model and a short account of the failure stage. Keep payment details and account credentials out of technical screenshots. A clear separation between operator support and vehicle assessment helps avoid an unnecessary workshop booking while preserving the evidence if the fault proves vehicle-related.
Related help
- Comparing charging sessions when an EV charges at work but not at home
- EV Charges on AC but Refuses DC Rapid Charging
Browse all fault guides or use the vehicle module finder to prepare your enquiry. Send your vehicle details, what has gone wrong and any scan or test results. Contact us before booking or posting a module so we can check whether we can help.