Guidance for end-user errors when starting a charge

What's New

We're introducing step-by-step in-app guidance for moments when a charge session takes longer than expected to start.
If a session hasn't started within 30 seconds, the app walks the driver through a short sequence:

• A two-part cable check, nudging the user to make sure the plug is correctly inserted and help identifying the correct connector
• A stuck-state view with a restart option
• And, if the issue persists, an option to contact support

Why It Matters

Because we want to improve driver experience:

Two of the most common reasons a charge never starts look identical from the system's side:

• A driver has selected the wrong charge point.
• The cable isn't fully plugged in. 

Either way, the charge point simply doesn't start, and today drivers are left waiting with no explanation. This guidance helps drivers recognise and correct these mistakes themselves.

Availability

We're rolling this out in stages now.