Information for support requests
With the right information, support can review your request straight away without having to ask for further details. The overview below shows which details are best to include, depending on your request.
1.Information per request
| Request | This information helps |
|---|---|
| Charging fault | Date and time, site or charging point, UID or card number of the RFID card, vehicle |
| Charging session is missing or was not billed | Date, time, site, card number of the RFID card or number plate |
| Amount on the invoice is incorrect | Invoice number |
| Delete a fleet | Name of the fleet |
| Delete a site | Name of the site, ideally with the site ID |
| Unblock a number plate or RFID card | Number plate or card number of the RFID card |
| Offline station | Site and charging point |
| Delete an organisation | Name of the organisation |
2.Note
It is best to include the information in your first message, so that support does not have to ask for it and can help you more quickly. Depending on the situation, the UID or the card number of the RFID card helps.
The UID is the card's fixed number. If a charging session was started with the wrong RFID card, support checks the logs on request using the UID to identify which card it was.
You can find the site ID in the Depot operator area under Sites for the relevant site. In many cases, however, support does not need it at all.
When deleting a site, for example, it merely makes things easier.