Fault in the depot operator's backend
If authentication of the RFID card fails even though the RFID card and the agreement are correct, the cause is often in the depot operator's backend, that is, the system they use to operate their charging stations. In this case, support checks the logs and resolves the fault with the depot operator.
1.Prerequisites for fleet managers
As a fleet manager, you have already gone through the checklist in the article RFID card not accepted.
2.Step by step - Fleet manager
- 1.Write to support at support@depotcharge.com.
- 2.Give the date, time, site or charging point and, depending on the situation, the UID or card number of the RFID card so that we can find the charging attempt quickly.
- 3.Support then checks in the logs whether the request reached Depotcharge and usually gets back to you within a few minutes, in exceptional cases within a few hours.
3.Prerequisites for depot operators
As a depot operator, you have integrated your charging points with Depotcharge.
4.Step by step - Depot operator
- 1.First, check in your backend whether the affected charging points are shown as connected, and also check the Connection status column in Depotcharge under Sites in the Charging points tab.
- 2.If there is a fault in your backend, write to support at support@depotcharge.com.
- 3.If all charging attempts fail with the message Data connection disrupted, you may be forwarding your connection to a partner backend.
If that fails, it can affect all charging attempts, and support then contacts the partner.
5.Result
Support resolves the fault with the depot operator and gets back to you as soon as it has been fixed. In the event of an acute fault, the partner can be temporarily removed from the forwarding and reconnected later.
6.Note
Even if authentication does not go through, the RFID card may be fine. Nevertheless, check the RFID card and the agreement first, because that is where the cause most often lies.