3/9/24, 5:20 AM

61 07 24_BEV/PHEV CHARGING ISSUE WORK THROUGH PROCEDURE

SIB 61 07 24
BEV/PHEV CHARGING ISSUE WORK THROUGH PROCEDURE
☒

2024-03-04

THIS REPAIR IS MOBILE FRIENDLY

MODEL
E-Series
G05
G09
G26
G60
G70
G70
i20

Model Description
X5 Sports Activity Vehicle (PHEV)
BMW XM Sports Activity Vehicle Plug-in Hybrid Electric Vehicle (PHEV)
i4 Gran Coupe (BEV)
i5 Sedan Battery Electric Vehicle (BEV)
i7 Sedan Battery Electric Vehicle (BEV)
750e xDrive Sedan (PHEV)
iX Sports Activity Vehicle (SAV)

SITUATION
This Informational Bulletin is intended as a guided work through process to address BEV/PHEV charging
issues.
The step-by-step guide will help walk you through the correct “basic” steps that should be followed when
addressing and diagnosing battery electric vehicles (BEV) and plug in hybrid vehicles (PHEV) charging
issues.
Note: Keep in mind that every vehicle and case is different, and the process will have to be adapted
depending on the direction the diagnostic flow takes you.

CAUSE
The increase in charging issues go hand and hand with the growth of electrified vehicles operating in the
market today.
With more and more EVs replacing their internal combustion engine (ICE) counterparts, charging
issues/errors are quickly becoming a growing concern for customers.

SOLUTION
The situation may be addressed by following the procedure outlined in this SIB.
A process has been implemented to utilize Mobile Service Technicians and (at times) BMW Roadside
Assistance to help the customer with charging related complaints. Especially when it is evident that there is
a need for on-site expert technical support (at home or public charger location).
On-site BMW Mobile Service Technician may be deployed:

To assist the customer when the charger plug will not release from the vehicle.
When the customer charger works at the dealer but not at the customer’s location
When the customer’s charger cannot be taken into the service center to be verified
When there is a need to verify the customers charger/infrastructure installation (to identify the
vehicle is not the source of the charging complaint.
Note: These are just some suggestions of the capabilities and benefits of deploying a technician or
Mobile Service Technician to the customer’s location.

Copyright ©2024 BMW of North America, Inc.
about:blank

1/4

3/9/24, 5:20 AM

61 07 24_BEV/PHEV CHARGING ISSUE WORK THROUGH PROCEDURE

Note: Review the hyperlinks below for more information regarding charging complaint related topics.
Note: For dealerships that do not have a Mobile Service Technician program in place, they can still
deploy a qualified BMW technician to address the situation at the customer’s location.

PROCEDURE
Follow the basic steps below to work through the charging complaint:

1. Identify the source of the charging complaint.
2. Proceed to test with ISTA
3. Did the problem happen at home, on a Level 1 charger?
4. Did the problem happen at home, on a Level 2 charger?
5. Did the problem happen at a public Level 3 - DC fast charger?
Download SI B61 07 24 Attachment 1 Customer Charging Complaint Work Through Procedure.pdf for
a detailed explanation of the procedure.
SI B61 07 24 attachments below:
SI B61 07 24 Attachment 1 Customer Charging Complaint Work Through Procedure.pdf
SI B61 07 24 Attachment 2 Charging Complaint Customer Questionnaire.pdf
SI B61 07 24 Attachment 3 EV Charging Levels and Available Charging Devices for North America
SI B61 07 24 Attachment 4 GEN 5 BEV Quick Reference Guide_v2.pdf
Helpful Hyperlinks to charging related topics:
SI B61 29 23 Differences Between Flexible Fast Charger Versions 1.0 vs 2.0
SI B61 06 24 BEV/PHEV Charging Complaint Related to Charger/Infrastructure
SI B61 25 23 BEV Reasons for No/Slow DC Charging Complaint
SI B61 08 24 BEV/PHEV Charger Plug Will Not Release from the Charging Socket

CLAIM INFORMATION
This Service Information Bulletin provides technical and diagnosis-related information.
Eligible and Covered Work/Repairs
An eligible repair to address a corresponding vehicle component or assembly with a verified defect in
materials and/or workmanship is covered under the terms of the BMW New Vehicle Limited Warranty for
Passenger Cars and Light Trucks.
Damage and/or issues caused by outside influences are not covered under the BMW limited warranties.
To submit a claim, please following the established and applicable warranty policy and procedures
(Labor/Part/Sublet) that apply to the repair being performed.
Refer to AIR to obtain and assign the RO line item’s Repair Code. For the corresponding repair that was performed, obtain
the flat rate labor operation codes (*including the diagnosis that applies) and their corresponding flat rate unit (FRU)
allowances.

Only one Main labor operation code can be claimed per repair visit.
Based on which one applies to your center, please refer to SI B01 01 20 or B01 07 20 for the applicable
procedure for documenting, claiming, and explaining, on the RO and in the claim comments, your diagnosis
work time (WT), job/repair work time (WT), and the vehicle repairs your center performed, unless otherwise
required by State law.

Copyright ©2024 BMW of North America, Inc.
about:blank

2/4

3/9/24, 5:20 AM

61 07 24_BEV/PHEV CHARGING ISSUE WORK THROUGH PROCEDURE

BMW Group’s AIR Application Resource for Flat Rate Labor Operation Codes
To obtain the corresponding flat rate unit (FRU) allowance information from the BMW Group AIR application
resource, start by entering the Chassis Number (the last seven (7) characters of the VIN, select the
applicable Model if two or more vehicle choices show), or enter the full VIN (17 characters), click on the
“Search” button. Next, click on the “Flat Rate Units” button and enter the flat rate labor operation code in the
field to the right, click “Search” to display the Flat Rate Unit Group detail choices.

FEEDBACK REGARDING THIS BULLETIN
Technical Feedback
Warranty Feedback
Parts Feedback

To submit feedback for the technical topic of this bulletin: Submit your
feedback in the rating box at the top of this bulletin
To submit feedback for the CLAIMS section of this bulletin: Submit an IDS
ticket to the Warranty Department, or use the chat available in the
Warranty Documentation Portal
To submit feedback for the PARTS section of this bulletin: Submit an IDS
ticket to the Parts Department

Supporting Materials
picture_as_pdf SIB61 07 24 Attachment 2 Customer Charging Complaint Questionnaire.pdf
picture_as_pdf SIB61 07 24 Attachment 4 GEN 5 BEV Quick Reference Guide_v2.pdf
picture_as_pdf SIB61 07 24 Attachment 3 EV charging levels and available charging devices for
North America.pdf
picture_as_pdf SIB61 07 24 attachment 1 customer charging complaint work through procedure.pdf

Copyright ©2024 BMW of North America, Inc.
about:blank

3/4

3/9/24, 5:20 AM

61 07 24_BEV/PHEV CHARGING ISSUE WORK THROUGH PROCEDURE

Copyright ©2024 BMW of North America, Inc.
about:blank

4/4

Attachment 1 to SI B61 07 24

February 2024

CHARGING COMPLAINT WORK THROUGH PROCEDURE
PROCEDURE
The step-by-step guide will walk you through the correct “basic” steps that should be followed when
addressing and diagnosing customer charging complaints on plug in hybrid (PHEV) and battery electric
vehicles (BEV).
Note: Every charging complaint case is different, and the process outlined below will have to be
adapted depending on the direction the diagnostic flow takes you.
Charging complaints go hand and hand with the recent growth of electrified vehicles on the market
today. It is obvious that as more and more EV vehicles replace their internal combustion counterparts,
charging issues are quickly becoming a major concern for customers.
Follow the basic steps below to work through the charging complaint:
1. Identify the source of the charging complaint:
o This first step is crucial and should be done as the customer drops off the vehicle for
service (first contact with the service advisor)
o Have the customer fill out the charging complaint questionnaire found in
SI B61 07 24 Attachment 2 Customer Charging Complaint Questionnaire.pdf
o Was the charging complaint at home?
o Was the charging complaint at a public charger?
o Do not attempt to charge the vehicle at this time to duplicate the complaint as this
will erase the customer charging history data!
o Instead perform the charging history test plan in ISTA.
Note: The system can only store up to five charging events in the charging history, any attempt
to charge the vehicle will write over the events the customer has experienced and is most likely
the basis of their complaint.
2. Proceed to test with ISTA
o
o
o
o
o

Run” The charging history test plan” to gather valuable information regarding the
charging complaint.
Analyze all relevant fault codes stored.
Perform a comprehensive charging check to test the vehicle with all three charging
levels (depending on the vehicle) via the ABL DIT AT6144_CHRGCHCKS Charging
check in ISTA.
In any event, the results from the completed "ISTA Charging Check" can be printed out
and given to the customer as proof that their vehicle is charging as designed or, if it the
test failed, where is the source of the problem.
If further diagnosis is required, continue below.

1

3. Did the problem happen at home, on a Level 1 charger?
o
o
o
o
o

If the customer’s Level 1 charger is suspected, it should be verified at the dealer.
If the charger is a BMW Flexible Fast Charger (FFC), please see SI B61 29 23 for more
information.
If the customer's charger works as designed at the dealer and the complaint cannot be
verified, a more thorough analysis of the home charger electrical installation (house
wiring, outlet, power grid) by a certified electrician is recommended.
If the home charger electrical installation was verified by a certified electrician, it may be
necessary for mobile service technician to arrange a visit to the customers home to
inspect and test the charger they are using.
Mobile Service Technicians can run vehicle tests and charging test plans on site
to rule out the vehicle as the source of the charging complaint.
for more information see:
SI B61 06 24 BEV/PHEV Charging Complaint Related to Charger/Infrastructure

4. Did the problem happen at home, on a Level 2 charger?
o
o
o
o
o
o
o
o
o

If the customer is using a level 2 (240V) charger, try to verify it at the dealer if the service
center is equipped to do so (see note below).
For more information regarding the Level 2 function of the BMW Flexible Fast Charger
(FFC) see SI B61 29 23.
Note: Not all service centers have a dedicated 240V outlet near the service bays
for testing Level 2 chargers (i.e., NEMA 14/50).
If the customer is using a "hard wired" wall box Level 2 charger at home, it cannot be
verified at the dealer.
It may be necessary for the mobile service technician to arrange a visit to the customer's
house to inspect and test their home charger.
Mobile service technician can run vehicle tests and charging test plans, on-site, while
connected to the customer’s hard wired wallbox, to rule out the vehicle as the source of
the charging complaint.
The results from the completed "ISTA Charging Check" can also be printed out and
given to the customer as proof that their vehicle is charging as designed or, if the test
failed, where is the source of the problem.
It may be necessary to run further tests with the vehicle at the home charger, refer to SI
B61 06 24 BEV/PHEV charging complaint related to charger/infrastructure, for more
information.
If the charging tests reveal that there is a need for a more thorough analysis of the
customer's home charger electrical installation, it is then recommended to the customer
that their charger electrical installation (house wiring, outlet, power grid) be verified by a
certified electrician.

5. Did the problem happen at a public Level 3 - DC fast charger?
o
o
o
o
o
o
o

Regarding level 3 - DC fast charging complaints, please review SI B61 25 23 and its
attachments.
Pay close attention to the charging limitations described in SI B61 25 23 and the results
of the Charging History Test Plan.
Verify that vehicle charges on level 3 - DC fast charging as designed at the dealership.
If there is NO level 3 - DC fast charger available at the dealership; a trusted public
DC charger must be used.
Verify there is NO relevant charging fault codes that may be causing the problem.
Verify there is NO indication of an intermittent problem with the high voltage system that
would cause a DC charging complaint.
If the complaint happens at public charging stations but not at the dealer, there may be a
need to verify the customer's account information.
2

o
o
o
o

Test the “handshake” between the vehicle and the public charger/charging supplier/App
used. (See the note below regarding DC charging check)
Please review SI B61 31 23 regarding the Plug & Charge functionality
implementation for more information.
Also see SI B61 06 24 BEV/PHEV charging complaint related to
charger/infrastructure for more information regarding public chargers.
BMW Roadside Assistance can assist the customer remotely or suggest a Mobile
Service Technician when further technical assistance is required.

On-site Mobile Service Technician can be deployed:
•
•
•
•

when the charger plug will not release from the vehicle.
When the customer charger works at the dealer but not at the customer’s location
When the customer’s charger cannot be taken into the service center to be verified
When there is a need to verify the customers charger/infrastructure installation (to identify the
vehicle is not the source of the charging complaint.

Note: These are just some suggestions of the capabilities and benefits of deploying a technician
or Mobile Service Technician to the customer’s location.
Note: If the customer first contact was with their preferred dealer, the dealer may assist the
customer from then on. BMW Roadside is no longer required in that case. If the vehicle requires
a tow to the service center, this can be arranged by the dealer using the BMW Roadside dealer
portal platform.
For more information regarding Mobile Service Technician and BMW Roadside Assistance
process please review SI B61 08 24 BEV/PHEV Charger Plug Will Not Release from the Charging
Socket.

Tips and tricks for testing Level 3 DC Fast Charging complaints.
To verify that a vehicle charges on Level 3 DC charging as designed, try charging at a BMW
Level 3 - DC fast charging station at the dealer.
In absence of a level 3 - DC fast charger in the premises, it is suggested that a shop “testing”
account may be acquired for this purpose.
Most “free” Level 3 DC Fast Charging stations are not subject to certificate authentications to initialize
the charging process; therefore, they cannot be used to diagnose an account information or
certificate/app authentication suspected issue.
To diagnose an account information or certificate/app authentication suspected issue it is necessary
that the customer verify their own account information by swiping into the suspected charging station to
test the sign in/certificate/app authentication.
Note: After all the steps above have been followed and there is still a charging complaint, the
TSE can further assist the customer with remaining charging related questions and concerns.

3

For more information regarding charging complaint diagnosis and the procedure depicted
above refer to the following attachments and bulletins:
For a copy of the Charging complaint questionnaire mentioned in this document see
SI B61 07 24 Attachment 2 - Charging Complaint Customer Questionnaire.pdf
------------------------------------------------------------------------------------------------------------------------------------Please review,
This SI B61 07 24 Attachment 3 - EV Charging Levels and Available Chargers for North
America.pdf
for more information regarding AC and DC charging of EV vehicles and an overview of the charging
three levels (Level 1, Level 2 and Level 3) and currently available charging devices for the
US market
----------------------------------------------------------------------------------------------------------------------------------------------------For more information regarding AC charging with the BMW Flexible Fast Charger (Level 1 and
Level 2 function) please review,
SI B61 29 23 Differences Between Flexible Fast Charger Versions 1.0 vs 2.0. pdf
Topics includes:

• Description of the previous standard equipment Occasional Use Charger (OUC).
• Description of the main differences between the FFC 1.0 and FFC 2.0.
• Part numbers for both versions and available adapters for both units.
• Description of the ISTA diagnostic capabilities of the FFC 2.0
------------------------------------------------------------------------------------------------------------------------------------Please review,
SI B61 06 24 BEV/PHEV Charging Complaint Related to Charger/Infrastructure
for more information regarding charger /infrastructure related charging complaints
-------------------------------------------------------------------------------------------------------------------------------------For more information regarding DC charging please review
SIB 61 25 23 Attachment BEV Reasons for No/Slow DC Charging Complaint.
Helpful “Tips and Tricks” have been included on each topic within the document that can be used as
reference to aid in the diagnosis or in understanding the system.
Topics included:
• Limitation of charging power by the charging station or charging app configuration
• Decreasing charging power at a very high state of charge (SOC)
• Too frequent DC charging attempts within a short period of time
• The high-voltage battery is not at the ideal temperature.
• Ageing of high-voltage battery
-------------------------------------------------------------------------------------------------------------------------------------For more information regarding AC and DC charging please review
SI B61 25 23 attachment “Gen 5 Vehicle Quick Reference Guide for the Service Drive”.
Following Subjects are discussed in this guide:
• What is AC vs. DC Charging
• Charging Socket
• BMW Flexible Fast Charger 2.0
• Vehicle Charging and what to expect (times, speeds)
• Battery Preconditioning
• Main factors affecting range
• Quick Links to BMW’s YouTube Tutorials
---------------------------------------------------------------------------------------------------------------------------------------For more information regarding the charger plug is stuck on the charging socket please review
SI B61 08 24 BEV/PHEV Charger Plug Will Not Release from the Charging Socket.

4

Attachment 2 to SI B61 07 24

February 2024

BEV/PHEV Customer Charging Complaint Questionnaire
Please answer the following questions regarding
the charging complaint

VIN_____________________________
RO#_____________
Date_____________

A. General questions about the charging process:
1. Was this a “one-time” charging error or a recurring issue?
2. Did the charging process start and then was aborted?
3. What charging current limitation has been set in the
customer vehicle settings?
4. Were there any Check Control messages displayed in the
vehicle? If so, which one(s)?
5. Has the customer tried charging at a different electrical
outlet?
6. Has the customer tried using a different BMW
recommended charger?
7. Was the dedicated power outlet used installed and
verified by a qualified electrician?

YES

NO

More Information

YES

NO

More Information

YES

NO

More Information

YES

NO

More Information

B. Did the charging complaint occur while charging at
home?
1. Was a Level 1 BMW charging cable for household
(120VAC) outlets used? If so, which?
2. Was a Level 2 BMW Flexible Fast Charger used?
Which 240VAC adapter was used?
3. Was a Level 2 wallbox (AC 240V hard wired) used?
If yes, which manufacturer/type?
Was the home power grid installation and available voltage
verified by a qualified electrician?
C. Did the charging complaint occur at a public
charging station?
1. Was a public Level 2 AC charging station used?
2. Was a public Level 3 DC Fast Charging station used?
D. Is the charging complaint associated with a specific
public charging station or location? If yes, which location?
1. Which charging provider was used?
2. Was Plug and Charge or another charging app used?
If so, which?
3. Is the customer's charging card activated for the charging
station?
4. Is the customer information/ log in authorization up to
date in the charging app/vehicle?
5. Were there any error messages displayed on the charging
station? If so, which?
6. Were there any Check Control messages (CCM) displayed
in the vehicle? If so, which?

Attachment 3 to SI B61 07 24

February 2024

Overview of the EV charging levels and currently
available charging devices for North America.
The J1772 SAE standard has defined the different EV charging Levels for the US market;
(Level 1, Level 2 and Level 3).
Level 1
Level 1 is AC (Alternating Current) charging on a 120VAC typical household outlet (15A
max). The BMW recommended chargers for Level 1 are listed below:
•
•
•
•
•

BMW Flexible Fast Charger 1.0 (FFC1.0 with NEMA 5-15 120VAC adapter)
BMW Flexible Fast Charger 2.0 (FFC2.0 with NEMA 5-15 120VAC adapter)
BMW Occasional Use Charger (Yellow OUC)
TurboCord Charger
Aftermarket Level1 (BMW compatible charger)

These devices are generally used at home, at work or on vacation and provide a charging rate
(on average) from 1 to 2 kW of charging power. Most PHEV customers find that Level 1 is a
sufficient form of charging for their vehicle, due to the lower HV battery capacity and electric
driving characteristics of the PHEV. This method of charging is the most convenient as the
charger can be plugged into regular household 120VAC outlets (commonly found in homes
and workplaces**).
Due to higher HV battery capacity and for optimum charging performance, it is recommended
that BEV customers use Level 1 for emergency or occasional charging ONLY (when no other
charger is available). Level 2 and Level 3 charging is more suited for the charging demands of
the (larger) HV battery and driving characteristics of these purely electric vehicles.

Level 2
Level 2 is AC charging on a 240VAC supply (dedicated) outlet or hardwired (50A max).
The BMW recommended chargers for Level 2 are listed below:
•
•
•
•

Flexible Fast Charger 1.0 (NEMA 14-50 outlet adapter)
Flexible Fast Charger 2.0 (NEMA 14-50 outlet adapter)
BMW “Wallbox” charger (hard wired) or
Aftermarket “Wallbox” charger (preferably hardwired)

These devices provide from 3 to 22 kW of charging power and are the recommended type of
charger for BEVs and PHEVs depending on the vehicle, HV battery capacity and the customer
charging requirements and driving profile. They can be found at the workplace, hotels, parking
lots, shopping malls, car dealerships, service stations, convenience stores and highway rest
areas and there is usually a charge for the service. However due to their efficiency, usability
and enhance charging rate, most loyal and dedicated EV customers also install them at home
(Depending on the grid quality available for the installation).

Attachment 3 to SI B61 07 24

February 2024

Level 3
Level 3 is DC charging at a grid power supply as high as 480VAC. Due to the power
necessary, Level 3 is currently only available in commercial charging installations. These
devices are referred to as “DC Fast Chargers” and can deliver an output from 30 to 350kW
depending on the charger, the installation, and the quality of the power grid available. These
high currents require a dedicated charging plug to connect to the vehicle. Although there are
several DC charging plug connector types available (depending on vehicle manufacturer and
country specification), BMW vehicles use the Combined Charging System (CCS1) plug
connector for DC charging in the US market.
Level 3 charging is the most popular commercial form of charging EVs worldwide due, in part,
to its convenience, charging speed, and efficiency. They are commonly found in commercial
locations, like BMW dealerships, service stations, highway rest areas along roadways as well
as in shopping centers, malls, recreational areas, and popular points of interest. DC charging
(Level 3) was designed to provide the most convenient charging options for EV customers,
especially on a road trip where charging needs can be planned, in advance, for example on
the My BMW app or along the navigation route in the vehicle.

Note: The maximum charging settings must always be configured in the vehicle (from 6A
to 48A depending on BEV or PHEV) to set the charging rate based on charging Level
used, state of the electric grid and available power output from the charger. This is then
verified and controlled automatically via the vehicle/charger communication.
**Note: Extension cords or ground-fault circuit interrupter (GFCI) outlets should NOT be
used in combination with charging devices.

OVERVIEW.
CONTENT AND DISCLAIMER.
This Quick Reference Guide may be used to assist customers directly in the service drive
and applies to all fully electric Generation 5.0 BMWs.
This Guide will provide some guidance to determine whether vehicle behavior is normal, as
intended or caused by outside influence as well as facts about BMW’s eMobility Services.
Table of contents:
Charging:
• Levels
• HV Socket
• Home Charging (including Charge Forward)
• Public Charging (including Plug & Charge)
• Instrument Cluster
• Charging times
Driving:
• Range
• Pre-Conditioning
Troubleshooting:
• Flexible Fast Charger 2.0
• Checklist Charging
➢ This guide is for informational and customer consultation