Charging
Welcome to the Help Center! In this article, we explain why your charging session might still appear as "active" in the StromNow app—even though you're no longer charging—and what to do in this case.
Possible Reason: Delayed Data Transmission
Our app displays the status of your charging session based on the data received from the charge point operator (CPO). Depending on the provider and system, this data transmission can be delayed.
🔄 It may take up to 48 hours for the final data to be transmitted to our system and for the status to be updated in the app.
Will I Incur Additional Costs in the Meantime?
No. As soon as the charging cable is disconnected from the vehicle, the session is technically finished. This is true even if the app still shows "active."
🔌 If the session failed to start or no power was delivered due to a technical issue, no charging or parking fees will be charged.
You are only billed for what was actually consumed, including any parking time that may have occurred after successful charging began.
Do I Need to Take Any Action If the Session Still Appears as Active?
In most cases: No.
The app will update automatically as soon as we receive the final session data from the CPO. Depending on the provider, this process can take up to 48 hours.
📌 If the session still appears as "active" after this time, feel free to contact our support team with the following information:
Charge point ID (e.g., DEXYZ123456*02)
Date and time of the charging attempt
Screenshot from the app, if possible
Our technical team will investigate and get back to you.
Frequently Asked Questions (FAQ)
1. Why does the app show an active session even though I never successfully started charging?
This can happen if a technical error occurred—e.g., the vehicle didn’t connect properly. In such cases, no costs will be incurred, because no energy was delivered.
2. Can I manually stop a session if it gets stuck?
If the charge point supports remote stop, you can end the session via the app. If that doesn't work, unplug the cable directly from the vehicle. This will end the session reliably. The app status will be corrected later.
Summary
An "active" status in the app does not mean that costs are still being incurred.
As soon as the cable is unplugged or no charging took place, billing stops immediately.
Please be patient—the status will automatically update once all session data has been received from the charge point operator.
If you have any concerns, our support team is happy to assist you.
🚗 Safe travels and thank you for charging with StromNow!