MYBYD OWNER HELP
What is happening
with your BYD?
Choose your car, then describe the problem or pick a topic. Find a useful next step without hunting through the whole library.
New to BYD? Start with the owner checklist →Read the complete Help Hub guidance and sources
You do not need to know which system is at fault before you ask for help. Start with what you can actually see: a charger waiting, a missing app vehicle, an exact warning or a payment entry. Choose a situation below and follow the linked guide that matches it. This hub connects MyBYD’s reviewed answers; it does not diagnose the car, generate a repair or replace the official handbook.
- Park safely before using the phone or changing settings. Note the exact message or symptom without translating it into a diagnosis such as 'dead battery' or 'the car is asleep'.
- Choose the matching situation below. Work through that guide rather than changing several unrelated systems at once. Keep the physical key available for any supported access or app check.
- Before contacting support, note the model/year, software or app version if relevant, when it happened and the checks already tried. Share identifiers privately with official support, not in public comments.
Jump to a question (15)
Choose a question to open its answer. Read this page’s vehicle scope and safety information before following any steps.
1. The car will not charge at home. Where do I start?
Separate the car, wallbox and tariff controller. If Ohme actually says Offline, use the charger-offline guide; if it is online but a smart slot is missed, use the smart-charging route. Do not assume a missed slot proves the car has gone to sleep. Start with https://www.mybyd.co.uk/byd-octopus-smart-charging-not-working/ or, for Ohme Offline, https://www.mybyd.co.uk/byd-ohme-charger-offline-home-pro-epod/
2. I am at a public charger and cannot start a session.
Check whether the problem is payment authorisation, the correct charger/connector selection or the charging connection. Use the provider’s screen and support route for the equipment. Start with https://www.mybyd.co.uk/byd-public-charging-without-app-contactless-not-working/ and the basic session guide at https://www.mybyd.co.uk/use-public-ev-charger-byd/
3. My bank shows a strange amount, or I think I paid twice.
First distinguish Pending from Completed, then match the session receipt. A reservation is not the same as a final bill. Suspected fraud needs prompt bank contact, not simply waiting for a hold to clear. Open https://www.mybyd.co.uk/byd-public-charging-pending-payment-card-hold/ or find the receipt at https://www.mybyd.co.uk/byd-public-charging-receipt-vat-proof/
4. The charger payment page or QR sticker looks wrong.
Pause that route and verify the operator independently. Do not install an unfamiliar app or enter more details to make the page work. If you already shared information, take action matching what you supplied. Use https://www.mybyd.co.uk/byd-public-charger-qr-code-scam-checks/
5. My BYD app is stale, empty or not connecting.
Establish whether the main app can access the correct account and car before investigating a widget or hidden notification. App access is not the same as Digital Key. Open https://www.mybyd.co.uk/byd-app-not-working-uk/ then, if the main app works, try https://www.mybyd.co.uk/byd-app-home-screen-widget-iphone-android/ or https://www.mybyd.co.uk/byd-app-notifications-not-showing-iphone-android/
6. I lost the phone that held my car key.
Protect the device through its actual wallet provider, arrange a trusted backup access method and review BYD app access separately. Do not assume suspending one phone cancels every shared key. Open https://www.mybyd.co.uk/byd-lost-phone-digital-car-key-what-to-do/
I lost my physical car key or fob. What should I do?
A physical fob and a phone’s Wallet key are different. If your fob is lost or stolen, contact your BYD repairer or BYD UK customer service and ask about replacement and vehicle-access security for your exact car. Say whether an authorised spare still works. Marking a phone lost does not establish that a missing physical fob is disabled. Current BYD UK contacts: https://www.byd.com/uk/contact-us
If you are stranded or locked out, use the current BYD Assistance contact route and explain what has happened before arranging work: https://www.byd.com/uk/assistance . Do not force a handle, attempt an electrical reset or follow a key-programming recipe for another model.
Do not assume this will be free. BYD’s published assistance terms list lost or stolen keys and key cards among non-eligible events. Ask the provider what help is available, what charges apply and what needs approval before booking. Read the current terms: https://www.byd.com/uk/assistance-pdf
Do not post your key code, VIN, registration or ownership documents publicly. Ask the verified repairer what identification they need and how to provide it securely. If you lost the phone rather than a physical fob, use the separate lost-phone guide: https://www.mybyd.co.uk/byd-lost-phone-digital-car-key-what-to-do/
7. A warning appears, or the car is unresponsive.
Do not use a generic reset to make the warning disappear. Choose the exact model in the checked warning directory, record the wording and follow the relevant handbook response. For warning symbols open https://www.mybyd.co.uk/dashboard-symbols ; for recovery material use https://www.mybyd.co.uk/emergency-reference . In immediate danger, use emergency help rather than the directory. If the whole car is unresponsive, use only the guide for your exact model and check its edition and conditions before following it. These are safe-check routes, not a diagnosis of a flat battery or permission to drive: ATTO 2 https://www.mybyd.co.uk/byd-atto-2-completely-unresponsive-12v-checks/ ; ATTO 3 https://www.mybyd.co.uk/byd-atto-3-completely-unresponsive-12v-checks/ ; ATTO 3 EVO https://www.mybyd.co.uk/byd-atto-3-evo-completely-unresponsive-12v/ ; DOLPHIN https://www.mybyd.co.uk/byd-dolphin-unresponsive-doors-will-not-unlock-12v/ ; DOLPHIN SURF https://www.mybyd.co.uk/byd-dolphin-surf-completely-unresponsive-12v/ ; SEAL https://www.mybyd.co.uk/byd-seal-completely-unresponsive-12v-checks/ ; SEALION 7 https://www.mybyd.co.uk/byd-sealion-7-completely-unresponsive-12v-checks/.
8. An update is missing, failed or looks different from another owner’s.
Model, generation and the actual release record matter. Compare the correct published software record first; an earlier SEAL and the 2026 facelift must not be treated as the same release just because the displayed number matches. Browse https://www.mybyd.co.uk/software-updates and use the failure guide at https://www.mybyd.co.uk/byd-software-update-stalled-failed/ if an installation has actually failed.
9. Charging used more energy or cost more than expected.
Separate supplied kWh from battery-percentage gain, and price per kWh from the payment method. Do not diagnose battery health from one receipt. Open https://www.mybyd.co.uk/byd-charging-kwh-more-than-battery-percentage/ and https://www.mybyd.co.uk/byd-public-charging-roaming-price-differences/ . For parking conditions use https://www.mybyd.co.uk/byd-ev-charging-parking-overstay-fees/
10. I am stranded on a motorway or need recovery.
Get appropriate help and follow official roadside safety before attempting vehicle checks. Tell responders where you are and whether anyone cannot get to safety. Read the preparation guide when safe at https://www.mybyd.co.uk/byd-motorway-breakdown-safe-first-steps/ ; vehicle-specific recovery material is at https://www.mybyd.co.uk/emergency-reference
Who should I contact for this problem?
A charger’s start/payment-terminal fault belongs first with its operator. A bill from a roaming service belongs with the service that billed you; suspected card misuse belongs with your bank. A vehicle warning or supported-function fault belongs with BYD/the relevant professional route. Immediate danger belongs with emergency services. If unclear, describe the symptom rather than claiming a diagnosis.
What should my support message say?
A useful structure is: exact model and year; the symptom in the original wording; when/where it happened; relevant software/app/charger details; what you tried and what changed; whether the vehicle is safely parked; and what help you need. Do not include passwords or one-time codes. Use the detailed checklist linked below for the actual records required.
Can I save this hub for later?
Yes—bookmark it or use MyBYD’s Save this page control. Do not assume bookmarking makes the page available without a connection. Prepare the appropriate Pocket Companion/manual material while online if you need an offline reference.
Can I suggest a missing answer or correction?
Use MyBYD’s contact/correction route. A clearly described question helps improve the library, but it is not an emergency response channel or a substitute for official support.
BYD UK — official assistance route; checked 14 October 2026
Open sourceGOV.UK Highway Code — immediate roadside safety takes priority; checked 14 October 2026
Open sourceBYD UK customer service and assistance contacts
Open sourceBYD UK roadside assistance terms — lost-key exclusions and charges
Open sourceBYD UK assistance — support and non-eligible events
Open sourceHelp another BYD owner
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