RAN just doesn't work for me it seems

[joesimonsen]

I got my R1S back in March now and have loved it ever since. The one real issue I have with it though is no Rivian Adventure Network charger works for me. I first tried at the Ukiah, CA RAN and it threw an error telling me to update my payment method in app. Tried every card I have and it still didn't work. The support rep opened a ticket and was able to force the charger on for me. Months went by and there was no update or anything from Rivian. I had to reach out to them a few times to get updates on the cause of this. I was told by the support staff and tech I spoke to that there was an outage at the time and its fixed now. Before that I was told "They had no idea what the issue was, but its fixed now!". I had to push back and ask them if they didn't know what the issue was how would they know if it was fixed? The tech assured me it was resolved and told me to try again at another site next time I was out.

So, Today I tried at the Sacramento RAN and same issue. Had to spend another hour on the phone with a rep again who told me "I've never seen anything like this before". So that just never worked, they couldn't even start it for me. I just drove home in frustration. While this was going on Rivians were coming and going charging as normal.

He seemed to think it was something with the mobile app. But who knows.

So far we have tried:
- Hard restart of car
- Update payment method
- Delete mobile app and re-try
- Try different sites
- change payment methods in my wifes app
- etc. etc.

Still nothing works it only tells me "Update payment in mobile app". EVgo and Electrify America work just fine for me though. I plug in, turn them on and it starts. Rivian even sent a mobile tech out to me to check my car and he told me everything looked fine.

I have to say its kind of disappointing because the entire RAN is basically off limits to me and has been since I got my car. I have a road trip from the Bay Area to Washington in September coming up and the car is going to route me to RAN over other networks which is an issue if they dont work for me and only me.

Has anyone else had RAN charging issues like this and have any kind of solution? Rivian support is genuinely at a loss which concerns me too.

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[835Horses]

Hmm. Have had zero issues in 6 months. Did u take it in to the service center?

 

[joesimonsen]

Hmm. Have had zero issues in 6 months. Did u take it in to the service center?

No. The tech who came out did a mobile check and said the car was fine so I didn't need to. We even drove together to an EVGo station near me and were able to charge. So he concluded all the charging hardware is good. But, he might be wrong too. It just seems like no one knows right now and i guessing.

 

[VC_Rivian]

You try adding your card on the webpage and not the app. i would first delete your payment card from the app and give it a try.

 

[andyboo]

I was at the Sacramento RAN an hour ago and charged no problem there today. I’ve had this payment method not accepted issue there before though and fixed it by adding a new randomly generated card number through one of my credit cards.

if you were at the RAN charger on the very right (tempting because of the shade) I’d also not be surprised about you having issues, that charger is broken half the time I go to charge over there.

 

[COdogman]

It sounds like it’s a verification or validation issue, not a hardware issue with your S. Did you buy it new or is it pre-owned?

It’s almost like it’s not recognizing your vehicle or your payment profile. I wonder if Rivian can have a mobile tech meet you at a RAN station so they see it firsthand?

 

[SANZC02]

Sounds like the payment is failing, not a RAN or vehicle issue.

You mentioned the payment method on your wife’s phone, who is the owner of the Rivian account, you or your wife?

It really is not using the phone for the charge, it is using your Rivian account. My wife took the R1S to a RAN using the key fob, no phone around with the Rivian app on it and worked fine with the payment method on my Rivian account.

My suggestion is log into the Rivian account on their web site with the owner credentials, go to the account link and verify that the valid payment method is showing their. It almost seems like it never was added to the account.

 

[joesimonsen]

Yeah the bank said nothing was even hitting their system. Car was new bought from rivian. If anything it seems to be a verification issue but I’m at a loss how to fix that and so is everyone else that works there lol

 

[edman007]

Yeah the bank said nothing was even hitting their system. Car was new bought from rivian. If anything it seems to be a verification issue but I’m at a loss how to fix that and so is everyone else that works there lol

There's been posts about this before, RAN will only bill against the primary credit card on file for the primary owner on record. If you are the owner of record, you need to link a credit card to your account, it doesn't matter who is driving. Some people had Rivian configured their spouse as the primary and it failed because the spouse didn't setup a credit card.

Another way to check the credit card, try a supercharger, does plug and charge work at a supercharger? Should be the same credit card.

 

[joesimonsen]

Sounds like the payment is failing, not a RAN or vehicle issue.

You mentioned the payment method on your wife’s phone, who is the owner of the Rivian account, you or your wife?

It really is not using the phone for the charge, it is using your Rivian account. My wife took the R1S to a RAN using the key fob, no phone around with the Rivian app on it and worked fine with the payment method on my Rivian account.

My suggestion is log into the Rivian account on their web site with the owner credentials, go to the account link and verify that the valid payment method is showing their. It almost seems like it never was added to the account.

I'm the owner. Its funny we only put a payment method on my wife's phone because the first time it didnt work the tech told me the issue was my wife's app didn't have a payment in there. So we added one and that didn't do anything either. I think I genuinely stumped the Rivian team on this one so far.

 

[joesimonsen]

There's been posts about this before, RAN will only bill against the primary credit card on file for the primary owner on record. If you are the owner of record, you need to link a credit card to your account, it doesn't matter who is driving. Some people had Rivian configured their spouse as the primary and it failed because the spouse didn't setup a credit card.

Another way to check the credit card, try a supercharger, does plug and charge work at a supercharger? Should be the same credit card.

Its my account and card. they are all valid cards tried and tested. I ordered an A2Z NACS adapter so waiting to get that still. When I do I do genuinely want to test the Supercharger network though. Just to be sure it works and know how its done

 

[SANZC02]

I'm the owner. Its funny we only put a payment method on my wife's phone because the first time it didnt work the tech told me the issue was my wife's app didn't have a payment in there. So we added one and that didn't do anything either. I think I genuinely stumped the Rivian team on this one so far.

Log into your Rivian account online, go to the account settings and verify the payment method is there. If it is not you can add it from there. I would be surprised if this is not the issue.

 

[emoore]

Have you deleted all payments from all accounts and phones?

 

[joesimonsen]

Log into your Rivian account online, go to the account settings and verify the payment method is there. If it is not you can add it from there. I would be surprised if this is not the issue.

haha yeah its there too. Put that card in early when I got the car actually. Removed and re-added too.

 

[joesimonsen]

Have you deleted all payments from all accounts and phones?

Several times.

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