Report a fault
If something is not working as usual, it is worth checking the most common causes first, because many faults can be resolved quickly by yourself. If that does not help, report the fault to our support team.
1.Step by step
- 1.If the charging session does not start, check the following points, ideally in this order.
- 1.Does the RFID card have the status Active?
- 2.Is the agreement valid and not expired?
- 3.Does the agreement apply to this charging point?
- 4.Is the charging point enabled and not under maintenance?
- 5.Is the site visible to your fleet, that is, shown on the Map?
If the RFID card was accepted but the charging session still does not start, the station may report SuspendedEV, meaning that the vehicle is not requesting charging current.
In this case, check whether the connector is properly locked in place.
- 1.
- 2.If a charging session is missing from the portal, please wait 24 hours, as it usually simply arrives late.
If the station was offline, it delivers the charging session as soon as it is reconnected.
- 3.If the station is offline, check, as the depot operator, the SIM card, the local router and the load management system that distributes power to the charging points.
If the SIM card has only restricted access, the address of the Depotcharge backend must be whitelisted so that the station can reach the backend.
- 4.If the map or the agreement offers are not displayed and an error message appears when you open the Map or the agreement offers, enable WebGL graphics acceleration in your browser.
- 5.If none of these steps helps, report the fault by email to support@depotcharge.com or in the chat under Support.
So that we can help you quickly, please include the information from Information for support requests.
2.Result
Support usually gets back to you within a few minutes, in exceptional cases within a few hours, and checks the logs to see what happened during your charging attempt. If necessary, support then resolves the fault with the depot operator or the system partner.