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GeniePoint Charger Assistance

December 5, 2024

We have recently been informed of some issues regarding Genie Point Chargers across site. If you experience any issues with the charger, please contact Genie Point Customer Service by calling 0800 999 4240. They’re available 24/7/365 and can resolve most issues over the phone.

For issues that can’t be resolved they may ask the driver to speak to the local facilities team to perform a power cycle of the charger. [EQANS on site to provide appropriate contact process].

For example, if a cable is stuck in the charger and no remote unlock has been possible, a power cycle of the charger should in most cases release that stuck cable.

As well as the below, we have a series of Frequently Asked Questions here:
https://www.geniepoint.co.uk/ds/faq

Starting a Charge the Right Way:

  • Always start with both ends of the charging cable unplugged.
  • Either start the charging session via the GeniePoint app / website or via a registered RFID card.
  • The charger will confirm a card has been accepted and to connect the charging cable,
  • Make sure all doors, windows, and even the boot are closed, and that the vehicle is turned off.
  • Plug into the charger side first, and then the vehicle.
  • Both the charger and vehicle should confirm charging has started before walking away from the vehicle.

Ending Your Charge:

  • Never try and pull your charging cable out of the charger or vehicle until the charging session is finished.
  • If you started the charging session from the GeniePoint app, you’ll end the session from the app.
    • If the session won’t stop via the app, call the customer service team as they can usually stop this remotely.
    • If that does not work, they may ask for the charger’s power to be turned off and on again, as this will both end the session and release the cable lock. This should be done by the trust’s facilities team.
  • If you started the session using an RFID card, then you need to tap the same card on the charger to end the session.
  • The charger will advise when it’s safe to remove the cable, this is done in the reverse order to plugging in, vehicle first, then the charger.

Some Common Errors:

The charger will display numbered error codes along with either a red X or a yellow triangle with an exclamation point in the middle. Depending on the code, these can be resolved any assistance.

  • 304 (Yellow Triangle) – The charging cable was plugged into the charger without a charging session being started. Please unplug and follow the steps above for a successful charging session.
  • 211 (Red X) – This can be a fault with the charger’s mechanism for locking the charging cable in place, but sometimes it can also simply be that the cable was not inserted correctly. Please disconnect the cable and reinsert firmly into the charger, but without excessive force.
  • 206 (Yellow Triangle) – The charger has stopped talking to the GeniePoint back office, this can usually be resolved by having the charger power cycled by the local facilities management team.

RFID Cards:

Whilst the GeniePoint app is very reliable, it can be impacted by weak mobile phone signal and so we’d always recommend either a GeniePoint RFID card, which can be purchased through the app, or registering any RFID card to the driver’s GeniePoint account.

At any online charger, the driver can do this by:

  1. Logging in to you’re their GeniePoint account
  2. Select My Account from the main menu
  3. Go to RFID Card
  4. Tap on Register
  5. Follow the on-screen instructions

Our customer service team can also add RFID cards for a driver over the phone, if the driver is in front of any GeniePoint charger.