First of all, make sure your car is unlocked. Certain models have unique mechanisms which may require you to press the unlock button more than once. If this doesn't work, call our 24/7 helpdesk and a member of the team will try to release the cable from the charger side. Try not to pull too hard on the cable, as it could break the locking connectors.
If you need to get in touch, you can find our contact details here. We're available to help 24/7.