The cable will not come out

Do it in this order

1. Unlock the car.
2. Take the cable out of the car.
3. Then take it out of the charger.

That order matters. The car locks the cable at its end while a session is live, and releasing it there is what frees the plug. Trying the charger end first is the usual reason a cable feels stuck.

If your charging station cable does not release from your car

Work through these:

• Stop the session in the EV Loader app, if it is still running, then try again.
• Check the car's screen for a "stop charging" or "release cable" control. Several models put the release there.
• Unlock the car again, with the key or the app. Some cars only release the cable on an explicit unlock, and a car that has re-locked itself will hold on. Try locking and unlocking your car multiple times quickly from your key fob. After three or four quick locks and unlocks, try the cable again straight after the last unlock.
• Push the plug in slightly and then pull, without twisting. The latch sometimes needs the pressure taken off it.

Do not force it

If the cable appears to be mechanically locked into the charger and does not come out easily, stop. Do not pull hard, do not lever it, and do not twist it. You can damage the connector or the charger, and a damaged connector is dangerous as well as expensive.

Message us instead, with the station and the plug. We can send an unlock command to the charger remotely, which releases the latch, and that resolves most of these in a couple of minutes.

Your own cable in a station's socket

If you brought your own cable, the same applies: car end first, then the charger. Your cable being locked in a charger is exactly the case the remote unlock exists for, so ask rather than leaving it there.