If the CI Pad is charging through the USB and pogo pins and not through M8 connector that can only be caused by broken internal wiring in CI Pad. All cases we saw so far were cause by the user twisting the M8 cable around (that’s why you get the M8 cable brackets for the holder to prevent that;-)).
This cannot be resolved remotely. Please file support ticket and indicate that you were invited to do so in our FAQs.
If you cannot check charging through pogo pins (you do not have them), please check that there is no issue with power supply on your motorcycle side (please check “No charging on motorcycle” FAQ before filing a support ticket).