SHABIK — Troubleshooting & Emergency Guide

SHABIK — Troubleshooting & Emergency Guide

SHABIK — CATEC's public EV-charging network — official guide

Cable stuck? Follow these steps — never force it

  1. Stop the session in the app — the charger unlocks its side.
  2. Check the light at your car's port: white = unlocked; blue = your car re-locked (auto after ~60 s) — press unlock on the dashboard or key fob.
  3. Push the connector in slightly, then pull it straight out.
  4. Never force at an angle.
  5. Still stuck: use your car's emergency/manual release (owner manual) or contact your dealer — then call +971 56 515 4200 with the Charger ID.

Tesla Model 3 / Y: stop the session → ensure the car is unlocked → try the charger release button → newer models: hold the rear-left door handle ~3 seconds → otherwise use the manual release in the trunk (left side, near the taillight) — pull the cable, never force. The CCS inlet is rear-left.

Smoke, sparks, overheating, damaged cable, fire or shock: stop using the charger, stay clear, and call 999 (Police/Ambulance) or 997 (Fire) for any life-safety emergency — then our 24/7 line 02 659 1001.

Troubleshooting — symptom, cause, what to do

SymptomLikely causeWhat to do
Charger won't start / red light / "No EV Connected"Connection or session stateUnplug, wait 30 s, reconnect firmly both ends → car in Park → end any active session and start fresh → still failing: contact support
Session stops after seconds, ~AED 5 chargedWallet below AED 20 at handshake; cable not seatedTop up to ≥ AED 20, seat the cable, retry
"Account Inactive" / "Not Authorized"No funds / no valid payment method / unpaid balanceAdd a card or top up to ≥ AED 20
App / RFID "Start" failsLogin, funds, or connectionConfirm you're logged in → wallet covers the pre-auth → cable seated → try QR start
OTP not arrivingEmail deliveryRe-request after 60 s → check spam → confirm the address; the SHABIK OTP is 4 digits, by email
QR won't scanCamera / labelType the Charger ID printed on the station; or map → charger → Charge
App frozen / station screen blankApp issue / unit offlineForce-close & restart, clear cache; blank station screen → check status in the app and report it
Slow or variable chargingCar limit (400/800 V), battery %, heat, power sharingNormal — see the speed explainer in Getting Started; report only a hard fault
Non-EV or idle car blocking a bayParking matterSHABIK operates the chargers, not parking enforcement → contact mall/building security
Any other errorNot in this guideCall 02 659 1001 (24/7) with the Charger ID — our team can check the charger remotely and will log it for you

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