Clarify missing charging sessions

If a charging session is missing from the portal, the cause is usually delayed transmission. With the following checks, you quickly find out whether the problem resolves itself or whether you need support.

1.Prerequisites for fleet managers

You have created a fleet with an RFID card added.

2.Step by step - Fleet manager

  1. 1.
    First, wait 24 hours.

    If the charging station was offline, the session is delivered once the connection is restored, which can take a few minutes to hours.

  2. 2.
    In the sidebar, open Fleets & charging cards, click the fleet and switch to the Charging sessions tab.
  3. 3.
    Use the date field to set a period that includes the charging day, and, if needed, search for the vehicle via the search field.
  4. 4.
    If the session is still missing, write to support@depotcharge.com.

    So that we can find it quickly, give us the date, time and site as well as, depending on the situation, the UID or card number of the RFID card.

    The number plate also helps.

3.Prerequisites for site operators

As a depot operator, you have created a site at which fleets charge.

4.Step by step - Site operator

  1. 1.
    First, wait 24 hours.

    While your station is offline, no charging data arrives, but it is synchronised afterwards once the connection is restored.

  2. 2.
    In the sidebar, open Sites, click the site and switch to the Charging sessions tab.
  3. 3.
    Use the date field to set a period that includes the charging day.
  4. 4.
    If the session is still missing, write to support@depotcharge.com.

    Give us the date, time, site or charging point and, if known, the UID or card number of the RFID card.

    You find the site ID in the Depot operator area under Sites for the relevant site, but we usually do not need it.

5.Result

Support checks the session and, if necessary, clarifies it directly with the partner if your charging point is integrated via a partner system.

6.Note

A charging session that is not ended does not affect your billing, because it is detected and cleaned up. Report it anyway so that we can fix the cause.

Charging sessions during an offline period are also remunerated, because after reconnection every kWh is accounted for at the tariff that applied at the time of charging.

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