An update

IONNA has worked tirelessly to build a reputation of quality, transparency and fierce commitment to our customer experience. In the spirit of those values, we’re sharing an update. Here are the facts:

• Our hardware manufacturer officially notified us yesterday of issues affecting a limited number of CCS connectors. In these cases, misaligned vehicle charging inlets can cause damage to a charging connector, which may in turn bend a pin in charging inlets of subsequent vehicles who plug in.
• The reported cases are contained to a select few stations in Ohio, Indiana, Illinois and Missouri.
• These reported cases account for less than 2 dozen out of one million + charging sessions to date.
• NACS connectors are not affected.

To minimize any further affect to customers, the official advice is below.
Here’s how you can best set yourself up for success while public charging, on any network.

1. Know what to look for. And look before you plug in.

Every time you pull into any public charging station, check your vehicle charging inlet and the charging connector to ensure everything is in its proper place. The differences are small but distinct, so use the photos below to better understand what you’re looking for.

If you detect any visible signs of bent, misaligned or damaged pins or connectors, do not attempt to plug in.

2. Trust that we are actively responding

We’re taking these reports seriously so our first order of business is to flood the field. We’ve got boots on the ground from both IONNA and our hardware provider, running daily preventative health checks in the affected area. We are performing rolling inspections and you’ll see us purposefully remove charging cables as we initiate repairs, when necessary.

Out of an abundance of caution, we’ve added even more proactive health checks across the network to keep things working as smoothly as our customers deserve. Over a dozen subject matter experts have checked roughly 60% of our stations in the last few days, and we will continue these checks until we are assured the issue is resolved.

3. Moving Forward

For drivers with a damaged vehicle inlet, please contact your local dealership to assess any issues and repairs needed.

If you need to report any issues, please contact us on our support page. Our team is waiting.

We’ll be updating our drivers daily as we continue to monitor the network.