Malfunctions

We will help you out

Unfortunately, it could happen to anyone from time to time: you experience a problem when using one of our services. First of all, our sincere apologies! But don’t worry, we can probably help you out quite easily.

Storing

Malfunctions

Instruction per service

Are you experiencing problems connecting? Select below the service you would like to purchase. Having issues with one of our shore power boxes or waste containers? Select the harbor/provider you are located and follow the instructions. Not sure which harbor/provider it is? Check our location page.

One and the same instruction applies per service for drinking water and port dues.

Shorepower

Port of Amsterdam

Please note: Different instructions apply for boxes 502, 504, 505, 507, 508 and 545. Please look under exception 1 to learn how to deal with a malfunction in one of these shore power boxes. Experiencing issues with box 523? Look under exception 2.

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Exception 1 :

The instructions above do not apply to boxes 502, 504, 505, 507, 508 and 545. Are you experiencing problems with one of these shore power boxes? Please follow the steps below.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Exception 2:

Experiencing issues with box 523? Please follow the steps below.

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Return the residual current circuit breaker. Still having trouble? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Port of Antwerp

Please note: Additional instructions apply for boxes 03001501 to 03001504. Please look under exception to learn how to deal with a malfunction in one of these shore power boxes.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Exception

Please note: The above instructions also apply for boxes 03001501 to 03001504, however there is one major difference compared to the other shore power boxes:

  1. You must open the door of these boxes by starting and stopping your transaction in the app of via your client portal.

But the door of the box won’t open. What should I do?
Call +31 88 4685 440 to notify us. We are happy to help you along.

Drechtsteden

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Does the box have a residual current circuit breaker? Put it back. Still not working, or is there no circuit breaker? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Port of Harlingen

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Return the residual current circuit breaker. Still having trouble? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Kampen

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Please try again.  Please note: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is continuously lit, you will receive power. Not receiving any power? Then follow the steps as described above.
  3. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. You don’t have to do anything.

Nieuwegein

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

North Sea Port

Please note: Different instructions apply for boxes 631, 632, 633, 650, 651 and 1000 – 1003. Please look under exception to learn how to deal with a malfunction in one of these shore power boxes. 

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Return the residual current circuit breaker. Still having trouble? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Exception:

The instructions above do not apply to boxes 631, 632, 633, 650, 651 and 1000 – 1003. Are you experiencing problems with one of these shore power boxes? Please follow the steps below.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

 

Provincie Zuid-Holland

Please note: Different instructions apply for boxes 318, 332, 333, 334 and 335 . Please look under exception to learn how to deal with a malfunction in one of these shore power boxes. 

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Exception 1 :

The instructions above do not apply to boxes 318, 332, 333, 334 and 335. Are you experiencing problems with one of these shore power boxes? Please follow the steps below.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Rijkswaterstaat

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Port of Rotterdam

Please note: Different instructions apply for the box numbers listed below. Please look under exception to learn how to deal with a malfunction in one of these shore power boxes:

  • 020
  • 022 – 031
  • 033
  • 121
  • 161 – 167
  • 170 – 171
  • 174 – 177
  • 180
  • 182 – 184

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Does the box have a residual current circuit breaker? Put it back. Still not working, or is there no circuit breaker? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Exception:

The above instruction does not apply to the aforementioned box numbers. Are you experiencing problems with one of these shore power boxes? Please follow the steps below.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Schiedam

I’m unable to start a transaction! What should I do?
Check if the plug is connected properly and try again.

I started a transaction, but I’m not receiving any power.
Does the box have a residual current circuit breaker? Put it back. Still not working, or is there no circuit breaker? Try the other free connections in the box first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

De Vlaamse Waterweg

Please note: Different instructions apply for boxes 02110101 to 02110108 and boxes 02110201 to 02110210. Please look under exception to learn how to deal with a malfunction in one of these shore power boxes.

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Exception

The instructions above do not apply for boxes 02110101 to 02110108 and 02110201 to 02110210. Are you experiencing problems with one of these shore power boxes? Please follow the steps below.

Please note: You can open the door of these shore power boxes by pressing the blue button.

I’m unable to start a transaction! What should I do?

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The red ‘power supply interrupted’ light flashes
    There is a differential error or overload. Correct the error on the ship and press the green LED to start the power supply.
  1. The red ‘power supply interrupted’ light is on
    There is a power supply malfunction. Remove the plug, correct the error on the ship and try to start the transaction again. Does the error persist? Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Zaanstad

I started a transaction, but I’m not receiving any power.

  1. Stop your transaction in the app or in your client portal.
  2. Remove the plug, wait 15 seconds and plug it back in.
  3. Restart your transaction in the app or in your client portal.
  4. Does the green light on the cabinet start flashing? Press the (RE)START button.
  5. Is the green light on continuously? Then the power supply has started.
  6. Is this not possible? Try the other free connections first.

Still not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

I get an error message and/or a light is shining on the box. What should I do?

  1. The green light near the plug is not lit:
    The plug is not connected properly. Try again. CAUTION: The plug must be fully inserted into the socket.
  2. The green ‘power’ light flashes:
    Your transaction has been approved. When the ‘power’ light is fully lit, you will receive power. Isn’t this the case? Then follow the steps as described above.
  3. The red ‘ship’ light is flashing:
    Malfunction on the ship. This is a case of a differential error or overload. Correct the error on the ship and press the ‘(re)start’ button. You can (re)start a few times, without the transaction being terminated.
  4. The red ‘ship’ light is lit:
    Definite malfunction on the ship. Remove the plug from the socket. Has the error on the ship been resolved? Try to start a transaction again.
  5. The red ‘connection point’ light is lit:
    There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. We advise you to use a different connection.
  6. The red ‘wireless connection’ light is lit:
    There’s no connection. Our service departments are already aware of this. For the time being, you don’t have to do anything. We recommend you use a different shore power box.

Drinking water

The red 'water tap' light is on. What should I do?

There’s an issue with the connection point. Our service departments are already aware of this. For the time being, you don’t have to do anything. For the time being, we recommend you use a different water box.

Port dues

I'm unable to start a berth action. What should I do?

Call +31 88 4685 440 to notify us. We are happy to help you along.

Waste

Port of Rotterdam

The container does not open. What should I do?

The valves of the container open alternately for optimum filling. Is the valve on your side not open? Then check the valve on the other side. Look at the display on the side of the container for more information.

Please note: the card reader on the container cannot be used. The container can only be opened via the Connect4Shore app.

Still not working? 

Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

De Vlaamse Waterweg

A light is on under the container. What does this mean?

  • Green: You may use the container
  • Blue: The container is open
  • Red: The container is full
  • Red (flashing): The container is out of use
  • No light: Battery is empty

Is not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Please note: When the container doesn’t open or is full, please take the waste back with you. This way we can prevent unnecessary litter.

I can’t open the gate in order to get to the container.
Call +31 88 4685 440 to notify us. We are happy to help you along.

North Sea Port

The container does not open. What should I do?

The valves of the container open alternately for optimum filling. Is the valve on your side not open? Then check the valve on the other side.

A light is on under the container. What does this mean?

  • Green: You may use the container
  • Blue: The container is open
  • Red: The container is full
  • Red (flashing): The container is out of use

Is not working?
Call +31 88 4685 440 to report the malfunction to us. We are happy to help you along.

Please note: When the container doesn’t open or is full, please take the waste back with you. This way we can prevent unnecessary litter.

I can’t open the gate in order to get to the container.
Call +31 88 4685 440 to notify us. We are happy to help you along.