3/10/25, 7:19 AM

61 03 25_PLUG & CHARGE FUNCTION COMPLAINT DIAGNOSIS

SIB 61 03 25
PLUG & CHARGE FUNCTION COMPLAINT DIAGNOSIS
☒

2025-03-05

THIS REPAIR IS MOBILE FRIENDLY

MODEL
E-Series

Model Description

G26 BEV

i4 Sedan Battery Electric Vehicle (Battery
Electric Vehicle (BEV))

G60 BEV

i5 Sedan (BEV)

G70 BEV

i7 Sedan (BEV)

i20

iX Sports Activity Vehicle (BEV)

Production Date
From 07/2023 production
(07/24 on includes Plug & Charge
functionality ex-factory)
Plug & Charge function is already
included
From 07/2022, until and including
06/2023
(07/23 and on includes Plug &
Charge functionality ex-factory)
From 03/2023, until and including
06/2023
(07/23 and on includes Plug &
Charge functionality ex-factory)

SITUATION
This is an informational bulletin regarding Plug & Charge function complaint diagnosis.
Possible customer complaints:
Plug & Charge menu does not appear in the vehicle, function not available
Problems with the configuration, for example: Contracts cannot be installed
Fault / problems when attempting charging with Plug & Charge
Plug & Charge contract disappeared
Plug & Charge payment method expired

CAUSE
The vehicle does may not support the Plug & Charge function
The software I-level installed on the vehicle does not support the Plug & Charge function
The charging station does not support the Plug & Charge function
Contract not sent by provider (Electrify America or Shell Recharge)
Main user switch causing contract deletion
Problems with the Internet connection
Fault in the charging infrastructure or charging station
Payment authentication issue (payment method rejected, invalid, or expired)

CORRECTION
In the event of a customer complaint, proceed as follows.
Before TSARA can provide assistance, it is necessary to clarify (during the customer dialogue) what is the
actual complaint the customer is referring to with regards to the plug and charge function.

Is the complaint listed above and is it present at this time?
Which fault occurs or has occurred in connection with the Plug & Charge charging service?
Is the latest software I-level version is installed?
Is the vehicle capable of the function? See SI B61 31 23.
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61 03 25_PLUG & CHARGE FUNCTION COMPLAINT DIAGNOSIS

Note: Retrofit installation of Plug & Charge provisioning certificates on select G26, i20, G70 models
cannot be performed via RSU.
1. Determine if there are problems with activating Plug & Charge in the vehicle; or does the Plug & Charge
menu does not appear on the display?

Is the Plug & Charge menu displayed in the vehicle?
Is the Plug & Charge function turned on in the menu?
Verify the technical conditions of the vehicle to perform the function:
Production date
Model
Current I-level software version
Update vehicle certificates if necessary
Is the Plug & Charge menu present but grayed out/not selectable?
Please do a Headunit (HU) reset
Then update Apps and Services
Verify the contract is now present and valid

2. Questions related authentication issues:

Was there a Check Control message displayed? If so, which one(s)?
Has a Plug & Charge contract been selected (downloaded and active)?
Has Plug & Charge been activated in the menu?
Which contract was used to activate the function?
Did the fault occur once or several times, perhaps in connection with one specific charging
station?
When was the last time Plug & Charge worked on this vehicle?
Has the Plug & Charge function been influenced by a previous event (RSU or I-Level update)?
Has the customer logged on with his/her BMW ID?
Is the customer using someone else’s BMW ID? (guest)
Is the customer’s payment method updated and valid?
Have the charging supplier (Electrify America or Shell Recharge) verify:
The certificate loaded in the vehicle
Payment method must be verified by the payment back end
Payment token associated with the account (see instruction below to update the expired
credit card information)
Provide the last failed charging attempts date, time and location of the charging station so
the supplier can review the failed logs and make sure that station is working properly

3. Questions in case of configuration issues:

Was a download error displayed?
If yes, has a new attempt been made to download the configuration?
Is there a contract displayed in the Plug & Charge menu?
If not, ensure the BMW ID mapped to the eligible Electrify America or Shell Recharge
account is the same BMW ID as on the vehicle, and set as the main user
Deletion of the main user or changing the main user will delete a Plug & Charge contract
Have you checked whether the vehicle is online?

Note: Due to the complexity of the Plug & Charge function; it is important to understand the logistics when
diagnosing the customer complaint. Plug & Charge diagnosis involves several aspects of the vehicle
infrastructure (Connected Drive, Body Electrical, High Voltage System, Programming and Coding) as well as
the BMW back end and third-party energy delivery suppliers. We must therefore keep in mind that there is
also the aspect of the customer interface and of the third-party companies tasked with supporting and
maintaining the DC charging station network.

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Note: To diagnose these cases effectively, it is imperative that the TSARA case be directed to the
correct group once the complaint is evaluated and understood.
Plug & Charge Diagnostic Process:

A Connected Drive TSARA case should be submitted to start the diagnostic process and will be
the main group initially handling the complaint
Connected Drive will verify the customer complaint and check all the aspects related to the My
BMW App configuration and back-end provisioning on the vehicle
Once the case is narrowed down, Connected Drive support can direct the complaint to the
appropriate group for further diagnostic assistance
TSARA Body Electrical group can help with the diagnostics, repair and programming of the plug
and charge components associated vehicle 12 V body electronics related issues
TSARA Powertrain/ High Voltage can help with the diagnostics of the vehicle related high
voltage system components and charging functions
TSARA cannot verify the status of the credit card linked to the account, as the charging supplier
is responsible for maintaining the payment token
TSARA cannot verify the outcome of a failed charging station; they would need to contact the
charging supplier
TSARA second level support will provide assistance when required

Charging provider customer support
Contact the charging provider customer support to test the certificate authentication or to verify the payment

method in the backend. The last failed charging sessions can be reviewed by the charging provider using
information collected from the customer (e.g. My BMW app charging history log)
Provide the charging supplier (Electrify America, Shell Recharge) customer support the following information
to review a failed charging session:

Name of the customer account
Email the customer used to set up the account
Vehicle Identification Number
Address of the charging station used
Time and date of the failed session

Note: The charging provider can use this information to test and determine if there is a problem with
the account certificate on their backend servers, or with their station equipment at that location.
Note: It is important to rule out the vehicle as the source of the DC charging complaint. Before
attempting to diagnose a Plug & Charge customer complaint verify the vehicle is in correct working
order and is capable of charging in Level 3 DC charging mode.

PROCEDURE
Quick help for the most common errors:

(If the problem cannot be resolved, contact TSARA for support)
Service instruction in case of configuration problems:

Description
The Plug & Charge
submenu is not displayed
in the vehicle.
No contracts are visible in
the Plug & Charge menu.

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Complaint
Plug & Charge Service
was not loaded properly
“over the air”.
No contracts are available.

Solution/Assistance
The FAQs describe which vehicles
support Plug & Charge. Most vehicles
get Plug & Charge over the air.
1. Create an Electrify America account
in MyBMW app and register for a
complimentary charging plan (eligible
vehicles only). Contract will
automatically
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America,send
Inc.to the vehicle.
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Contact Electrify America directly if the
contract does not appear.
Service instruction in case of authentication errors
The Plug & Charge
Authentication with Plug &
function does not work at a Charge does not function.
charging station.

1. If Plug & Charge did not work on
the first attempt, it will be suppressed
on the second attempt). In this case,
please use an alternative charging
method in the meantime. Plug &
Charge is only active again after a
new engine start/ignition cycle
(terminal charge).
2. Ensure that the charging station/
provider supports Plug & Charge, and
that a compatible contract is selected
and active in the vehicle.
3. Ensure the customer’s payment
method on file with the associated
account is valid and the credit card in
not expired.

A Plug & Charge fault
message is displayed
when charging at a nonpublic or private wallbox.

A Plug & Charge fault at a
Wallbox or charging
station without Plug &
Charge functionality

Contract change, selection
of another Plug & Charge
contract not possible.
Contracts no longer
function.

Error when attempting to
select another contract.

Another user is using the
vehicle (is or was logged
on).
There was a change or
deletion of main user.

No contracts are visible in
the Plug & Charge menu.

Description
Contract installation did not
function.

Authentication not
possible at different
charging station.

No contracts are visible in
the Plug & Charge menu,
or authentication is no
longer possible.
Complaint
A fault code was
displayed. The installation
does not function.

4. If the customer constantly
experiences problems at all Plug &
Charge station, this could indicate a
fault in the Combined Charging Unit
(CCU) Level 3 DC charging.
Most likely this is due to a
misconfiguration on the wallbox side,
which must be fixed by the wallbox
installer. If this does not solve the
problem, please note the wallbox
brand and model and contact the
responsible company.
Switch off the engine and try to select
the contract again or select a different
contract.
Restart the vehicle and ensure
connectivity. If the contract is still
visible, please contact the contract
provider.
1. Contracts must be authorized by
the main user for other users.
2. Plug & Charge must be reactivated
with the contract provider (e.g.
Electrify America).
Solution/Assistance
Verify that the vehicle is online and
connected to the network. Then repeat
the installation. Involve TSARA
support in the event of repeated
problems.

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Push message to the “My
BMW” app not visible
when there is a Plug &
Charge fault.

Push message not visible
on smartphone.

In earlier software versions, faults
occurred that affected the display on
the smartphone. An RSU update has
solved this problem.

Note: Refer to SI B61 31 23 Plug & Charge Functionality Implementation for more information
regarding the feature and charging programs.
Updating the Customer Account Information
If all the suggestions above have been verified and tested and the customer still complains that they
attempted to charge, and the session failed (without explanation from the car or the charger); please verify if
the customer ever verified their credit card information on the myBMW app.
Note:
Even though charging is free of charge with the BMW charging plan (see charging plan information
for your vehicle); having a current credit card on the MyBMW app is necessary to cover the possible
idle charges when the car is not pulled out of the charging spot when charging has completed.
Steps to manage credit cards in the MyBMW app:
1. Open the MyBMW app
2. Scroll down to Charging and select View All
3. Scroll down and select Electrify America
4. Select Payment
5. Select Add a Payment
Note: Credit cards can only be added and not edited in the app. If a credit card is expired, you will
need to add a new card, and then delete the old card to validate the payment token in the system.
1. Enter new credit card information and select “Add Card”
2. Select the old card
3. Select “Remove Card”
4. Confirm removing the card
5. Confirmation that the card was removed
Note: Please confirm you have the most updated version of the MyBMW app and force-close before
reopening and attempt adding your new credit or debit card.

PARTS INFORMATION
No Parts are required.

CLAIM INFORMATION
No Claim information is required.

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

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