This can have various root causes.
Please check the following with the driver:
Authorization check:
- Does the authorization work? Please check with the driver if the charger gives audio and visual feedback indicating that the authorization has been initiated. If not, please jump to the contract check below. Otherwise, please continue with the next check.
Home charger check:
- Is the home charger functioning? Does the charger show on the display that everything is ready, or are there error messages? If in doubt, please ask the driver to restart the home charger. This is normally done by (de-)activation of the RCD in the distribution board.
Alternatively, the driver's vehicle could be the cause. Please ask the driver to start the charging from the first step. Authorize, connect the car, and close the car. She/He should check in every step what the charger and vehicle are displaying. If possible, the driver may check charging with another charger to identify whether there is a problem with the vehicle.
If there is still an error message and the problem seems to lie with the home charger, please contact our partner’s customer support via Support@mobilityhouse.com. They will check the charger remotely. Otherwise, please check the contract and card status below.
Contract and card check:
- Please check in the fleet portal if the RFID card and contract are displayed as “Active” and correctly assigned. If the RFID card is not correctly assigned or is blocked, please unblock the RFID card or activate a new RFID card. Should that also not solve the card issue, please create a ticket via CONTACT SUPPORT in the fleet portal