Overview
If something looks, sounds, or smells unsafe, stop using the charger immediately. Your first priority is safety—not troubleshooting. Use the guidance below to decide whether to call 911, your utility, or your installer after the area is safe.
This page is not exhaustive. When in doubt, call 911. Do not open electrical panels or perform repairs yourself.
Call 911 immediately (life-safety emergencies)
- Smoke, flames, or arcing (“sparks”) from the charger, cable/connector, receptacle, panel, or nearby wiring
- Burning plastic/electrical smell that is strong or increasing
- Someone is shocked or unconscious
- Water contacting energized equipment (flooding, active leak, standing water around the charger, panel, or outlet)
- Downed power lines on or near your property (also call your utility)
If safe to do so:
- Stop charging (tap stop on the charger/app or press the handle button).
- Turn off the EV-charger breaker at the main panel (do not open the panel cover).
- Evacuate the area and keep others away until first responders arrive.
- Do not touch a person who is being shocked—call 911 first.
Call your electric utility (grid/service issues)
Contact the utility’s emergency/outage line if you notice:
- Downed, sagging, or damaged service lines or a pulled meter/service mast
- Widespread lights flickering/brightening/dimming in multiple rooms (possible voltage issue)
- Partial power to the home (some circuits dead, others live) without a tripped main breaker
- Smoke/heat at the meter base or service entrance equipment
- Neighborhood outage affecting you and nearby homes
For any immediate danger (fire, shock, active arcing), call 911 first, then the utility.
Stop and do not use the charger (then contact your installer)
These are not 911 situations if there’s no active hazard, but the system needs a professional check.
- Breaker trips repeatedly when charging
- GFCI/ground-fault trips or fault lights on the charger/adapter
- Connector, cable, or outlet feels hot to the touch, is discolored, or shows melted/charred marks
- Loose or damaged hardware (cracked enclosure, loose mounting, damaged conduit)
- Water intrusion evidence (rust, moisture in enclosure) after storms or washing
- Persistent error codes in the charger app after a restart
What to do:
- Stop charging and let the equipment cool.
- Turn off the EV-charger breaker if you suspect damage.
- Contact your installer directly for inspection and next steps. Do not resume use until a professional clears it.
Water & weather reminders
- Do not charge if the charger, outlet, or vehicle inlet is submerged or standing in water.
- Dry conditions and intact covers/seals are critical; if seals look compromised, stop use and contact your installer.
- After severe weather, do a visual check. If anything looks damaged or unsafe, do not energize—call your installer (or 911/utility if hazards above apply).
Quick do’s and don’ts
Do
- Keep the charger cable and handle off the ground when not in use
- Ensure clear airflow around the unit; follow the mounting clearances
- Keep children and pets away from the work/charging area
Don’t
- Don’t use extension cords or adapters not specified for EV charging
- Don’t bypass tripped breakers or repeatedly reset without finding the cause
- Don’t open the electrical panel or charger enclosure
Who to contact (at a glance)
- Fire, shock, smoke/flames, active arcing, downed lines: 911 (then your utility)
- Service drop/meter damage, voltage problems, neighborhood/partial outages: Utility
- Equipment faults without active hazard, repeated trips, damage, or water intrusion: Your installer