Electrify America problems
Thread Starter
Junior Member
Joined: Oct 2018
Posts: 17
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S560 4matic
Electrify America problems
I believe others have noted problems when using the "free" EA chargers with their EQS.
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
Member
Joined: Feb 2022
Posts: 88
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EQS 450+
I had trouble with EA stations until I did two things:
1) activated Mercedes MeCharge as an app in the app
2) added my credit card on file in the Financial Information under "My Account" under the Mercedes Me Charge charging contract.
1) activated Mercedes MeCharge as an app in the app
2) added my credit card on file in the Financial Information under "My Account" under the Mercedes Me Charge charging contract.
Thread Starter
Junior Member
Joined: Oct 2018
Posts: 17
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S560 4matic
Mercedes Me connect Charge activated. Credit card linked to the Mercedes Me Charge account.
Just spoke with EA who said they "may" give me a refund. Not particularly good customer service.
I also have a Tesla X and NEVER EVER have had problems like this with Tesla's supercharger network. Mercedes needs to do a better job with EA.
Just spoke with EA who said they "may" give me a refund. Not particularly good customer service.
I also have a Tesla X and NEVER EVER have had problems like this with Tesla's supercharger network. Mercedes needs to do a better job with EA.
MBWorld Fanatic!
Joined: Oct 2014
Posts: 4,524
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From: WI
17 E43; 21 GLS580
Mercedes Me connect Charge activated. Credit card linked to the Mercedes Me Charge account.
Just spoke with EA who said they "may" give me a refund. Not particularly good customer service.
I also have a Tesla X and NEVER EVER have had problems like this with Tesla's supercharger network. Mercedes needs to do a better job with EA.
Just spoke with EA who said they "may" give me a refund. Not particularly good customer service.
I also have a Tesla X and NEVER EVER have had problems like this with Tesla's supercharger network. Mercedes needs to do a better job with EA.
You will be surprised when in a year or 2 there will be no Tesla standard and the network converts to J1772. In parts of Europe Tesla is J1772 already. The tribulations of early technology adoption. For example Chademo is already dead.
Last edited by c4004matic; Apr 29, 2022 at 10:01 PM.
Member
Joined: Jan 2022
Posts: 115
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2022 EQS 450+
I believe others have noted problems when using the "free" EA chargers with their EQS.
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
Junior Member
Joined: Mar 2010
Posts: 74
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W211
We or most EQS owners are experiencing the same issue. I tried to help a member with facts about how me connect and how it works, but there members that hate to be corrected with facts. But, here I go.
Facts: you must create an account with Me Connect create a ChargePoint account then use your me connect RIF account and link both. Once you do that create a Electrify America account not on the EA app only thru Mercedes’ me app. Will post PDF instructions from MB Dealer instructions. But regardless what you do you will be charge thru ChargePoint after the 30 min free charge. I just had them send me the contract that EQS owners have to consent if they use the 30 min free charge, yes there is a contract.
Facts: you must create an account with Me Connect create a ChargePoint account then use your me connect RIF account and link both. Once you do that create a Electrify America account not on the EA app only thru Mercedes’ me app. Will post PDF instructions from MB Dealer instructions. But regardless what you do you will be charge thru ChargePoint after the 30 min free charge. I just had them send me the contract that EQS owners have to consent if they use the 30 min free charge, yes there is a contract.
Thread Starter
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S560 4matic
Very helpful that you posted the pdf with instructions. My Mercedes Me Connect account is already linked with my Chargepoint account and the MMC is linked with MBUX.
I think the best advice was offered njtransit215 who suggested that if charging is interrupted prematurely, call EA before removing and plugging in the connector again. My initial 6 minutes of charging does show up in the MMC app as a free charge. The problem was that charging should not have stopped. Something must have triggered the EA charger that there was a problem. When I plugged in the second time, EA charged the session to my credit card linked to my EA account.
Someone else had suggested that if you disconnect the EA plug from the car, EA assumes you have already used your 30 minutes of free charging at that station. There must be some reset time, perhaps 24 hours, before you can use that same location of EA chargers.
I think the best advice was offered njtransit215 who suggested that if charging is interrupted prematurely, call EA before removing and plugging in the connector again. My initial 6 minutes of charging does show up in the MMC app as a free charge. The problem was that charging should not have stopped. Something must have triggered the EA charger that there was a problem. When I plugged in the second time, EA charged the session to my credit card linked to my EA account.
Someone else had suggested that if you disconnect the EA plug from the car, EA assumes you have already used your 30 minutes of free charging at that station. There must be some reset time, perhaps 24 hours, before you can use that same location of EA chargers.
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MBWorld Fanatic!
Joined: Aug 2009
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From: NM
2023 AMG EQS
However this was my third attempt at EA charging and first success. The first time I ended up having to pay for it myself by swiping a CC, the second time I just gave up and left. This time I called Mercedes Me and I stayed on the line while they called EA.
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Junior Member
Joined: Mar 2022
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2024 EQS 450+ SUV
Probably "old" information...but I will offer this anecdote. At time of purchase my MB EQS "techie guru" - as described by my MB sales person - setup my account and linked my credit card info in his office. Then we went to the car and "completed" the setup with MBUX. He said I was good to go with EA 30-minute sessions. I drove straight to the EA charger, connected, swiped my MB card as the guru had instructed. After I saw the dollars adding up, I decided to disconnect. Called the "guru" who said everything was fine and that no charge would appear on my credit card. WRONG!
Two days later I had a notification on my phone that my account had been successfully created! That is the KEY ELEMENT in this setup...until you get that notice you don't have an active account. I have charged over a dozen times at EA with no problems whatsoever. Drive up, plug in, and touch the "activate" icon on the charger when it appears.
Two days later I had a notification on my phone that my account had been successfully created! That is the KEY ELEMENT in this setup...until you get that notice you don't have an active account. I have charged over a dozen times at EA with no problems whatsoever. Drive up, plug in, and touch the "activate" icon on the charger when it appears.
Newbie
Joined: May 2022
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EQS 580
I am happy to have found this forum and an outlet to vent my frustration. I have never had a successful EA charge despite hours on the phone with Mercedes Me support and EA., deleting and re-establishing all accounts, trips to multiple charging stations etc etc. When I plug in, "payment declined" is the only response I get. Fortunately, the EA support people are familiar with me calling and give me a free charge without having to go through their trouble shooting algorithm repeatedly. One EA rep said that there are 3 different companies making the charging stations with 3 different software programs. I must be the unlucky one to live in an area with a dysfunctional system. The problem is that all these calls add a considerable amount of time to charging sessions. Hopefully, someone is trying to improve this system.
Newbie
Joined: Jun 2022
Posts: 6
Likes: 1
EQS 580
Free Plug’n Charge not working at all
I believe others have noted problems when using the "free" EA chargers with their EQS.
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
On several occasions the EA charger wouldn't recognize my EQS as registered for free charging despite the fact that it's so listed in my Mercedes Me connect app profile. Sometimes the EA charger would work, other times it would indicate it was charging my credit card.
Yesterday I was able to get a 350kW charger working but then it suddenly stopped after 6 minutes when I was only about 37% charged (car was set to 80% charge limit). This was listed in the Mercedes Me app transaction history with a $0 charge.
I removed the charging cable, plugged it back in and resumed charging only to realize afterwards that I was charged about $10 from EA on my credit card.
Has anyone else had these types of problems with EA? Shouldn't Mercedes or EA reimburse me for this charge? Who would I complain to about this?
my EQS580 has never worked with the free plug n charge. I have to call EA before every charge to start the charge. They happily do it but it takes an extra 5 min. MB is stumped and has had the car in the shop for re-programming and has been worked on “over the air” according to service techs. 3 weeks and counting now.
Last edited by SteveA123; Jun 27, 2022 at 06:17 PM.
Super Member
Joined: Nov 2021
Posts: 825
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From: NE KY, on the Ohio River
2018 S560; 2022 EQS450+
This won’t help anyone but here’s how I handle charging my 450 - there’s no public access chargers closer than 25 miles.
My solutions - charge at home, don’t drive the car more than half the estimated range showing in the car.
Told you it wouldn’t help you. 👍😊
My solutions - charge at home, don’t drive the car more than half the estimated range showing in the car.
Told you it wouldn’t help you. 👍😊
Member
Joined: Feb 2022
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EQS 450+
What does this have to do with the thread? They’re asking about EA stations not home charging.
Newbie
Joined: May 2022
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EQS 580
Good News
Yesterday, I had a successful charge for my 580 at an EA station that didn't previously work without a phone call. It was a 150. Nothing had changed on my end. It makes me think that EA has made a software change that may reduce charging issues. This was my first successful EA charge. I could not be happier!
MBWorld Fanatic!
Joined: Aug 2009
Posts: 2,133
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From: NM
2023 AMG EQS
On Saturday, I plugged in, it started charging, So I left to go eat. When I got back the car had stopped charging after adding 11kw and I was accruing idle fees (so it said but I still haven't been actually charged any idle fees)
The app never told me there was a problem... I then unplug the EA station and now the app send me a message that there is a charging error.
I used the same station but used the other plug and finished charging without issue. Nothing more than now I had to sit in the car and wait instead of returning to a charged vehicle so that I can continue my journey.
Yesterday on my trip home I was able to charge without issue. However this time I sat in the car while my family went to go eat. I didn't want the same thing to happen again.
The app never told me there was a problem... I then unplug the EA station and now the app send me a message that there is a charging error.
I used the same station but used the other plug and finished charging without issue. Nothing more than now I had to sit in the car and wait instead of returning to a charged vehicle so that I can continue my journey.
Yesterday on my trip home I was able to charge without issue. However this time I sat in the car while my family went to go eat. I didn't want the same thing to happen again.
Junior Member
Joined: May 2022
Posts: 18
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From: California
2022 EQS
I went to a nearby EA station to verify that I was properly “configured” for free charging. After going through multiple non-functional 150kW stations, I found a functional station where the “Plug and pay” worked without any hitch. I did run into a problem. The 150 kW EA charger started at 98 kW but slowly moved down to 30 kW. After 29 minutes, it had delivered only 32 kWh – very disappointing.
Member
Joined: Feb 2022
Posts: 88
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EQS 450+
I went to a nearby EA station to verify that I was properly “configured” for free charging. After going through multiple non-functional 150kW stations, I found a functional station where the “Plug and pay” worked without any hitch. I did run into a problem. The 150 kW EA charger started at 98 kW but slowly moved down to 30 kW. After 29 minutes, it had delivered only 32 kWh – very disappointing.
i.e. it is much faster to charge your phone from 10-20% than 20-30% and so on. From 90-100% it can take 10-20 times longer than from 10-20%
Junior Member
Joined: May 2022
Posts: 18
Likes: 3
From: California
2022 EQS
this is normal. As your battery becomes more charged the speed of electron flow or kW goes down and occurs with all battery technology from electric cars to phones.
i.e. it is much faster to charge your phone from 10-20% than 20-30% and so on. From 90-100% it can take 10-20 times longer than from 10-20%
i.e. it is much faster to charge your phone from 10-20% than 20-30% and so on. From 90-100% it can take 10-20 times longer than from 10-20%
https://insideevs.com/news/573179/me...ging-analysis/
Thread Starter
Junior Member
Joined: Oct 2018
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S560 4matic
It appears Mercedes' charging software has a problem with Electrify America, possibly isolated to the 350kW chargers.
I charged at a 350kW EA charger this weekend and once again had problems similar to those reported above. The car was initially at 30% charge when plugged in. Charging begin quickly, reachING just under 200kW as reported on the dash of the EQS. The charge limit on the EQS was set to 80%.
I locked the car, set my watch timer to 30 minutes, and did some shopping. When I return 25 minutes later I realized that charging had stopped after about 18 minutes with only 67% charge.
HOW DO WE NOTIFY MERCEDES OF THIS PROBLEM? UNRELIABLE HIGH-SPEED (AC) CHARGING WILL BE A SIGNIFICANT COMPETITIVE THREAT. I'VE OWNED TWO TESLAS AND HARDLY EVER HAD CHARGING PROBLEMS ON THEIR NETWORK. I'VE SPOKEN WITH OTHERS USING THE SAME EA CHARGERS FOR OTHER BRAND'S EVs. THEY ARE NOT HAVING THESE PROBLEMS. THIS APPEARS TO BE A MERCEDES SOFTWARE PROBLEM.
MERCEDES, ARE YOU LISTENING?
I charged at a 350kW EA charger this weekend and once again had problems similar to those reported above. The car was initially at 30% charge when plugged in. Charging begin quickly, reachING just under 200kW as reported on the dash of the EQS. The charge limit on the EQS was set to 80%.
I locked the car, set my watch timer to 30 minutes, and did some shopping. When I return 25 minutes later I realized that charging had stopped after about 18 minutes with only 67% charge.
HOW DO WE NOTIFY MERCEDES OF THIS PROBLEM? UNRELIABLE HIGH-SPEED (AC) CHARGING WILL BE A SIGNIFICANT COMPETITIVE THREAT. I'VE OWNED TWO TESLAS AND HARDLY EVER HAD CHARGING PROBLEMS ON THEIR NETWORK. I'VE SPOKEN WITH OTHERS USING THE SAME EA CHARGERS FOR OTHER BRAND'S EVs. THEY ARE NOT HAVING THESE PROBLEMS. THIS APPEARS TO BE A MERCEDES SOFTWARE PROBLEM.
MERCEDES, ARE YOU LISTENING?
MBWorld Fanatic!
Joined: Oct 2014
Posts: 4,524
Likes: 1,181
From: WI
17 E43; 21 GLS580
this is normal. As your battery becomes more charged the speed of electron flow or kW goes down and occurs with all battery technology from electric cars to phones.
i.e. it is much faster to charge your phone from 10-20% than 20-30% and so on. From 90-100% it can take 10-20 times longer than from 10-20%
i.e. it is much faster to charge your phone from 10-20% than 20-30% and so on. From 90-100% it can take 10-20 times longer than from 10-20%
Newbie
Joined: Jun 2022
Posts: 6
Likes: 1
EQS 580
Update: Electrify America Free Charge worked for first time
my EQS580 has never worked with the free plug n charge. I have to call EA before every charge to start the charge. They happily do it but it takes an extra 5 min. MB is stumped and has had the car in the shop for re-programming and has been worked on “over the air” according to service techs. 3 weeks and counting now.
UPDATE: Same station as have always had problem today, plugged in and it worked without calling EA. 150kW station and no other changes to car. It seems like a rolling software update. Fingers crossed for other stations. Good luck to others.
Newbie
Joined: Jun 2022
Posts: 11
Likes: 4
EQS 450+
Had our 3rd go at EA charging yesterday. Couldn't get any of the chargers to work again and had to call. They got it going pretty quickly and the agent said it's a known issue that they're working with Mercedes to resolve. He also said they think its an issue with the chargepoint plug and charge and EA configs not working well together.
Newbie
Joined: Jul 2022
Posts: 1
Likes: 0
2022 EQS 450+
EA Charger Issues
I have a the EQS 450+. Have used Electrify America chargers many times - driving from Austin to Maryland, Maryland to Maine and other trips. I'd say that around 75% of the time works perfectly - that is I just plug in the charge cable and get a full charge without a problem. The other 25% has the same issues as described by others - usually I get the payment screen instead of charging auto starting. The EQS reports a charger error via the MB app. I every case that happened there was a tech onsite repairing EA machines. Sometime they had me move/connect to a machine they has just repaired and other times they call EA and had them reset the machine. In either case it fixed the issue. The issue is on the EA side, not with the EQS. Of course that assumes you have set up your MBCharge account correctly, included the Chargepoint account,
