Plug and Charge not working?

[Pangea]

Hello! I am wondering if anyone else is having issues with the plug and charge on their connected services. I am 3 weeks and 3000 miles into having my Mach E and have taken it on two road trips so far.

A couple days ago before we set out to drive from North Idaho to the Seattle area I got on my ford account online and set up connected services with my debit card. It offered to hook up "plug and charge" so I accepted that. My prior road trip I didn't know how to get my free charging so I paid out of pocket for it and wanted to utilize my 250 kwH this time! We hit the road and on the trip there at the Electrify America stops the plug and charge didn't seem to activate so I used my apple pay and paid for charging. I noticed when we got to our destination and I stopped at another EA it seemed to have kicked in and upon plugging in tried charging, only to let me know it was declining my payment. I checked my account and had plenty of money there, so that wasn't an issue. I tried the charger a few times, then another open charger with no luck... declined. I couldn't get the EA to take my credit card because of the plug and charge, it just hooked up too quickly. I still had like 60 miles left of charge and we were tired from the trip so we just gave up and went to the hotel.

Next morning at a different EA charger, same thing. I tried pushing the button on my app to get rid of the plug and charge feature, but it was just "loading" forever until it timed out. I tried using the "activate" button on the ford app, didn't work. I got on my computer literally at the charging station and attempted to change over my card, but it gave me an error when adding a new card. I tried to "cancel service" with the connected services, it gave me an error. After about 20 minutes I was able to figure out that if I used my credit card in a perfect window of plugging in the charger it would work, but I had to try several times every time I charged throughout my trip home at night in 25 degree temps so this was less than ideal. I got on my computer this morning and the connected services payment on the site is currently not working but it was able to allow me to cancel the service, which is "pending". I did end up paying out of pocket for all my charging. There is nothing wrong with the debit as I used it several times on the trip.

My question is, was this a one off or is the plug and charge something to avoid using? My thought is that maybe I'll try the connected services again if I can disable the plug and charge because maybe that's the problem? I really want to be able to use the free charging on my next trip.

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[RickMachE]

First, if P&C doesn't work, unplug. Open FordPass and find the charger, and activate it. Then plug in. Of course make sure your free 250kWh are showing.

Plug and Charge needs to show as enabled. Once you set up everything, you turn on the toggle in FordPass. It has to stay ON. If it doesn't, it's likely a Ford server issue.

 

[Phil-Springs]

Hello! I am wondering if anyone else is having issues with the plug and charge on their connected services. I am 3 weeks and 3000 miles into having my Mach E and have taken it on two road trips so far.

A couple days ago before we set out to drive from North Idaho to the Seattle area I got on my ford account online and set up connected services with my debit card. It offered to hook up "plug and charge" so I accepted that. My prior road trip I didn't know how to get my free charging so I paid out of pocket for it and wanted to utilize my 250 kwH this time! We hit the road and on the trip there at the Electrify America stops the plug and charge didn't seem to activate so I used my apple pay and paid for charging. I noticed when we got to our destination and I stopped at another EA it seemed to have kicked in and upon plugging in tried charging, only to let me know it was declining my payment. I checked my account and had plenty of money there, so that wasn't an issue. I tried the charger a few times, then another open charger with no luck... declined. I couldn't get the EA to take my credit card because of the plug and charge, it just hooked up too quickly. I still had like 60 miles left of charge and we were tired from the trip so we just gave up and went to the hotel.

Next morning at a different EA charger, same thing. I tried pushing the button on my app to get rid of the plug and charge feature, but it was just "loading" forever until it timed out. I tried using the "activate" button on the ford app, didn't work. I got on my computer literally at the charging station and attempted to change over my card, but it gave me an error when adding a new card. I tried to "cancel service" with the connected services, it gave me an error. After about 20 minutes I was able to figure out that if I used my credit card in a perfect window of plugging in the charger it would work, but I had to try several times every time I charged throughout my trip home at night in 25 degree temps so this was less than ideal. I got on my computer this morning and the connected services payment on the site is currently not working but it was able to allow me to cancel the service, which is "pending". I did end up paying out of pocket for all my charging. There is nothing wrong with the debit as I used it several times on the trip.

My question is, was this a one off or is the plug and charge something to avoid using? My thought is that maybe I'll try the connected services again if I can disable the plug and charge because maybe that's the problem? I really want to be able to use the free charging on my next trip.

I’ve been trying to get Ford to fix this on their end for a month now. But activating via the Ford pass always works.

 

[Pangea]

First, if P&C doesn't work, unplug. Open FordPass and find the charger, and activate it. Then plug in. Of course make sure your free 250kWh are showing.

Plug and Charge needs to show as enabled. Once you set up everything, you turn on the toggle in FordPass. It has to stay ON. If it doesn't, it's likely a Ford server issue.

The problem is the plug and charge is working (it says "activating" on the screen) but just declines the payment. When I unplug and plug back in, it activates, but just shows declined. The toggle is "on" in my ford app, I tried turning it off because I was desperate to charge and it won't got off.

I have also tried using the activate button within the app and it also won't work for me. It eventually just declines the payment. For some reason I had another credit card in my ford account and it did let me change payment to that one, but it declined as well. Again, I have plenty of money in my account and used my debit for other things.

 

[RickMachE]

"Activating"? That's not "Active", which is what my BlueOval Charge Network says on the website.

I think you are confusing some things. On the website, I see no Plug and Charge status. I only see that in the app.

Clearly, your issue appears to be with the method of payment. I'd suggest that Ford is having an issue with it. I just tried to go into my wallet and all it does is spin...

 

[Fafo03060]

Hello! I am wondering if anyone else is having issues with the plug and charge on their connected services. I am 3 weeks and 3000 miles into having my Mach E and have taken it on two road trips so far.

A couple days ago before we set out to drive from North Idaho to the Seattle area I got on my ford account online and set up connected services with my debit card. It offered to hook up "plug and charge" so I accepted that. My prior road trip I didn't know how to get my free charging so I paid out of pocket for it and wanted to utilize my 250 kwH this time! We hit the road and on the trip there at the Electrify America stops the plug and charge didn't seem to activate so I used my apple pay and paid for charging. I noticed when we got to our destination and I stopped at another EA it seemed to have kicked in and upon plugging in tried charging, only to let me know it was declining my payment. I checked my account and had plenty of money there, so that wasn't an issue. I tried the charger a few times, then another open charger with no luck... declined. I couldn't get the EA to take my credit card because of the plug and charge, it just hooked up too quickly. I still had like 60 miles left of charge and we were tired from the trip so we just gave up and went to the hotel.

Next morning at a different EA charger, same thing. I tried pushing the button on my app to get rid of the plug and charge feature, but it was just "loading" forever until it timed out. I tried using the "activate" button on the ford app, didn't work. I got on my computer literally at the charging station and attempted to change over my card, but it gave me an error when adding a new card. I tried to "cancel service" with the connected services, it gave me an error. After about 20 minutes I was able to figure out that if I used my credit card in a perfect window of plugging in the charger it would work, but I had to try several times every time I charged throughout my trip home at night in 25 degree temps so this was less than ideal. I got on my computer this morning and the connected services payment on the site is currently not working but it was able to allow me to cancel the service, which is "pending". I did end up paying out of pocket for all my charging. There is nothing wrong with the debit as I used it several times on the trip.

My question is, was this a one off or is the plug and charge something to avoid using? My thought is that maybe I'll try the connected services again if I can disable the plug and charge because maybe that's the problem? I really want to be able to use the free charging on my next trip.

 

[Fafo03060]

I’ve been having the same problem for the past seven months I called my ticket and never been fixed. No one call me I called again and they act like they have no idea even when I’m giving them the case number. If you figure it out, please let me know. I would appreciate it. I never use my 250 hours for free.

 

[Pangea]

So on the website, it said my blue oval charging network was active. On my app, it had the plug and charge active as well. When I was desperate, I tried both deactivating the plug and charge through the app and well as canceling the entire connected services on the website and wasn't able to do either. This morning I could finally just cancel service on the website. It's showing the cancelation as pending.

I agree, I need to call Ford and run through this with them. I posted here to see if this was a common issue people had. The difficult part for me is that I don't have an EA to test this on again within about 40 minutes of my house.

Fafo03060 I'm sorry you are having similar issues. I think my plan is to wait till the connected services is completely disconnected, then try reconnecting and attempting to change the payment again. I thought first that maybe I just put my debit number in wrong, however then when I switched it to another card that didn't work either. I will be near another EA charger within the network on Thursday so I'm hoping that just resetting everything works and that I can try and get this straightened out before my next trip.

 

[RickMachE]

The only other thing I can offer is to see if connecting a CREDIT CARD, not a debit card, changes anything. It shouldn't.

 

[Ford Motor Company]

Hello! I am wondering if anyone else is having issues with the plug and charge on their connected services. I am 3 weeks and 3000 miles into having my Mach E and have taken it on two road trips so far.

A couple days ago before we set out to drive from North Idaho to the Seattle area I got on my ford account online and set up connected services with my debit card. It offered to hook up "plug and charge" so I accepted that. My prior road trip I didn't know how to get my free charging so I paid out of pocket for it and wanted to utilize my 250 kwH this time! We hit the road and on the trip there at the Electrify America stops the plug and charge didn't seem to activate so I used my apple pay and paid for charging. I noticed when we got to our destination and I stopped at another EA it seemed to have kicked in and upon plugging in tried charging, only to let me know it was declining my payment. I checked my account and had plenty of money there, so that wasn't an issue. I tried the charger a few times, then another open charger with no luck... declined. I couldn't get the EA to take my credit card because of the plug and charge, it just hooked up too quickly. I still had like 60 miles left of charge and we were tired from the trip so we just gave up and went to the hotel.

Next morning at a different EA charger, same thing. I tried pushing the button on my app to get rid of the plug and charge feature, but it was just "loading" forever until it timed out. I tried using the "activate" button on the ford app, didn't work. I got on my computer literally at the charging station and attempted to change over my card, but it gave me an error when adding a new card. I tried to "cancel service" with the connected services, it gave me an error. After about 20 minutes I was able to figure out that if I used my credit card in a perfect window of plugging in the charger it would work, but I had to try several times every time I charged throughout my trip home at night in 25 degree temps so this was less than ideal. I got on my computer this morning and the connected services payment on the site is currently not working but it was able to allow me to cancel the service, which is "pending". I did end up paying out of pocket for all my charging. There is nothing wrong with the debit as I used it several times on the trip.

My question is, was this a one off or is the plug and charge something to avoid using? My thought is that maybe I'll try the connected services again if I can disable the plug and charge because maybe that's the problem? I really want to be able to use the free charging on my next trip.

Hi there! This doesn't sound like the kind of experience we want you to have with your Mach-E. If you can send us a private message with your VIN and dealership information, I'd be happy to look into this for you.

 

[Toy_collector]

@Pangea Did you ever get this fixed? This sounds exactly like the issue I'm having.

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