Please note that the CHARGE NOW for Business App is currently only available for download in the following countries: Germany, Denmark, Finland, Norway, and Sweden.
Before reporting a charging issue to us, please check the following recommendations to support your driver:
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The driver has contacted the charging station provider: If the driver is currently standing at a charging station, please check first if the driver has already called the provider of the charging station. Often the responsible charging point provider can offer support immediately to the driver via phone. The driver can find the hotline number in the app by clicking on the charging station on the map or the hotline number is directly printed on the charging station.
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The contract is active: Please check in the Fleet Portal if the contract is active. If needed, please create a new contract for the driver.
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The charging station is part of our network: Please check with the driver if the charging station is part of our network. This can be done via searching the charging station in the app. If the charging station is not part of our network, then authentication will fail.
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Authentication via smartphone app is enabled at the charging station: Depending on the charging station, authentication via smartphone app may not be enabled. Therefore, please ask the driver to check in the smartphone app or contact the charge point operator if the charging station can be accessed via the smartphone app. If not, the driver should try to authenticate via an RFID card or find another suitable charging station nearby.
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Possible smartphone app authentication issues have been checked: There are different ways to start a charging session via the app. Often a solution can be found by checking these issues:
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Driver scanned wrong QR Code: Please make sure that the driver has scanned the correct QR Code. Sometimes drivers scan the wrong QR code (e.g. Website link) which leads to a failed authentication. You can ask the driver if a website link is shown in the bottom bar. If yes, the QR Code is wrong. The driver shall try another authentication method in this case.
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The driver manually entered the wrong charge point ID: If the driver has entered the charge point ID manually in the app, please make sure that there are no typing errors.
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The driver selected a charge point which is not available: It can happen, that charge points are OUT OF ORDER or OCCUPIED. Authenticating at these charge points will fail. Please make sure that the driver selected a charge point with the status AVAILABLE. This information can be found in the app for each charge point.
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The driver plugged in the cable after starting the charging session: At many charging stations it is important to start the charging session first and connect the cable to the vehicle afterward. Otherwise, if the cable is plugged in first, the charge point will be occupied and authentication via app might be failing.
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Driver scanned wrong QR Code: Please make sure that the driver has scanned the correct QR Code. Sometimes drivers scan the wrong QR code (e.g. Website link) which leads to a failed authentication. You can ask the driver if a website link is shown in the bottom bar. If yes, the QR Code is wrong. The driver shall try another authentication method in this case.
- The driver has experienced authentication issues via the app multiple times: Finally, please check if the driver already experienced this issue multiple times at different charging stations. Feel free to ask the driver to try to start a charging session at a different available charge point in the app. The driver does not need to be at the charging station and can start the session from everywhere. If the charging session was successful, then there is no issue with the contract. In this case, a temporary network issue at the charging station provider most likely has caused this issue
If the recommendations above did not help, please contact our support team via CONTACT SUPPORT.
If you contact our support team regarding failed authentication via RFID card, please always provide the following mandatory information:
- Contract number or leasing number
- Driver’s email address
- Time and date of charging attempt
- Address or EVSE ID of charging station
- Screenshot of error message if available
We would highly appreciate it if you provided us with the information in detail, so we can help you and the driver faster. Thank you!