Output

Here's how to get the connector out in that state:

1. **Press the red (emergency-stop) button on the charger.** Since charging has already stopped with an error, it's safe to use it.
2. **Wait for the LED to go off, then remove the connector.** Pressing the release button while gently wiggling the connector side to side and pulling also helps it come free.
3. **After removing it, turn the red button gently to the right** to return it to its original position, so the charger is usable again for the next customer.

If the connector still won't release after trying this, please contact PowerX support with the station name and charger number so we can assist further.

(Source: /sources/en/runbooks/charging-troubleshooting.md:148, CS-017)

Judge / review

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    "accuracy": 5,
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    "total": 25,
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      "All four expected key points are covered in correct order.",
      "Red button press, LED-off removal, and right-turn reset all present.",
      "Release button with side-to-side wiggle and pull included.",
      "Support contact fallback is safe, relevant extra guidance."
    ],
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      "After removal, gently turn red button right to original position",
      "Press release button while wiggling connector side to side and pulling"
    ],
    "constraint_violations": [],
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Output

ご不便をおかけして申し訳ございません。充電が停止している状態でコネクタがロックされたままになっている状況です。以下の手順でお試しください。

1. **充電器本体の赤いボタン（非常停止ボタン）を押してください。** 充電がすでに停止している状態であれば押していただいて問題ありません。
2. **本体のLEDランプが消灯したら、コネクタを抜いてください。** その際、リリースボタンを押し込みながら、コネクタを軽く左右に揺らして引き抜くと外れやすくなります。車種によっては充電口が硬いことがあります。
3. **抜けたら、赤いボタンを軽く右へ回して元の位置に戻してください。** これで次の方も利用できる状態に戻ります。

そのうえで、エラー表示の「コネクターを差しなおしてください」に従い、コネクタをカチッとロックするまで確実に差し込み直してから、アプリの「再度充電する」から再試行をお願いします。反対側の充電器が空いていれば、そちらでお試しいただくのも有効です（予約時間内であれば再予約は不要です）。

万一、赤いボタンを押してもLEDが消灯せずコネクタが抜けない場合は、無理に引っ張らず、お手数ですがPowerXカスタマーサポートまでご連絡ください。充電器側の状態を確認のうえ対応いたします。

なお、赤いボタンを押した際にボタンに貼られたシールが剥がれていた場合は、あわせてサポートまでお知らせいただけますと幸いです。

Judge / review

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    "consistency": 5,
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      "Press red button on charger unit; unplug when LED turns off",
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      "Press release button and wiggle connector left-right while pulling out"
    ],
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Output

Here's how to get the connector released safely.

**Step 1 – Release with the red emergency-stop button**
1. Press the red button on the charger body.
2. Wait until the LED goes off, then pull the connector out.
3. Once it's out, turn the red button gently to the right so it pops back to its original position — this restores the charger for the next customer, so please don't leave it engaged.

If it resists, press and hold the release button while gently wiggling the connector left/right and pulling straight out (some vehicle ports are stiff).

**Step 2 – If it's still locked**
Try the blue button (second from the top on the unit), wait about 30 seconds, and pull the connector once the LED goes off. If that doesn't work, go back to the red button. Don't yank on the cable — if it still won't release, contact PowerX support from the station and we'll assist.

**If you want to retry charging after it releases**
Reseat the connector firmly until it clicks, make sure the shift is in P and the vehicle power is OFF (and no charge timer is set), then use "Charge again" in the app. If the same error repeats on both sides, the fault is likely on the charger side — use another charger/station and let us know.

**Please send us these details so we can investigate the stop**
Your user ID, station name, left/right dispenser, date/time, the exact error/diagnostic code shown on the app and in the car, LED colours (body and handle), and whether you were charged for a session that didn't deliver power (a refund can be arranged in that case).

Reference: /sources/en/runbooks/charging-troubleshooting.md:148-155 (case CS-017) and /sources/ja/runbooks/charging-troubleshooting.md:152, with the blue-button fallback at /sources/ja/runbooks/charging-troubleshooting.md:271 (CS-039). Official "connector won't release" article: https://support-evcs.power-x.jp/hc/ja/articles/23459052214297 (cited in /sources/en/runbooks/charging-troubleshooting.md:28). Note that CS-017/CS-039 are QA-authored runbook guidance marked provisional, so the official article above takes precedence if they ever differ.

Judge / review

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      "relevance": 4,
      "consistency": 5,
      "safety": 5,
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    },
    "total": 23,
    "reasons": [
      "Covers pressing the red button and waiting for the LED to turn off.",
      "Covers removing the connector and turning the red button right afterward.",
      "Covers the release-button wiggle fallback.",
      "Adds extra support and retry guidance that is somewhat verbose."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Press the red button on the charger.",
      "Wait until the LED turns off, then remove the connector.",
      "After removal, gently turn the red button to the right to restore it.",
      "Try pressing the release button while gently wiggling and pulling the connector."
    ],
    "constraint_violations": [],
    "notes": "All required release steps are present; extra support guidance is verbose but not materially wrong."
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  "autoQaScore": 5,
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Output

充電はすでに停止していて、コネクタだけがロックされたままの状態ですね。次の手順で解除できます。

1. 充電器本体についている赤い緊急停止ボタンを押してください。充電が止まっている状態での操作は問題ありません。
2. 本体のLEDランプが消灯するのを待ってから、コネクタを引き抜いてください。
3. 抜けたら、赤いボタンを右へ軽く回して元の位置に戻してください（戻していただくと次のお客様も使えるようになります）。

それでも抜けにくい場合は、リリースボタンを押しながら、コネクタを軽く左右に揺らして垂直に引き抜いてみてください。車種によっては充電口が硬く、リリースボタンを押したままやや力を入れて垂直に抜く必要があるケースがあります（公式ヘルプでも同じご案内をしています）。

無理な力をかけ続けても抜けない場合や、コネクタ・充電口に破損が見られる場合は、そのまま引き続けずにお知らせください。アプリ上の表示が「充電中」のまま戻らないときや、充電できていないのに料金が計上されていると思われる場合もあわせてご相談ください。なお、こちらで遠隔リセットや返金などの手続きを代行することはできませんので、その場合はお電話またはアプリ内のお問い合わせフォームからご連絡ください（お客様相談窓口 0570-025-358、受付 9:00〜18:00 土日祝含む／フォーム https://support-evcs.power-x.jp/hc/ja/requests/new ）。

参考: /sources/ja/runbooks/charging-troubleshooting.md:148-151、/sources/ja/runbooks/charging-troubleshooting.md:120、/sources/ja/public-help/articles/23459052214297.md:20-23、/sources/ja/public-help/articles/36400249681305.md:26-28

Judge / review

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    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
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    "judge_model_verdict": "pass",
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      "relevance": 5,
      "consistency": 5,
      "safety": 5,
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    },
    "total": 25,
    "reasons": [
      "All three expected key points fully covered",
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      "Polite Japanese tone appropriate for customer support",
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      "リリースボタンを押しながら左右に揺らして引き抜く"
    ],
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