Before reporting a charging issue to us, please check the following recommendations to support your driver:

• 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.
• 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.
• The Card is active: Please check in the Fleet Portal if the card is active. If not, please unblock or active a card.
• 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.
• Authentication via an charging card is enabled at the charging station: Depending on the charging station, charging cards may not be enabled for authentication. 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 an charging card. If not, the driver should try to authenticate via the app or find another suitable charging station nearby.
• The Driver received a signal during authentication: Please check if the driver has received a signal when swiping the charging card on the card reader. Usually, the driver will receive an audio or visual signal at the charging station. If no signal has been received, this could be an indicator that the card reader is broken or the charging station is out of service. Please ask the driver to contact the charge point provider in this case.
• The driver has experienced authentication issues via the charging card multiple times: Finally, please check if the driver experienced this issue already multiple times at different charging stations. If this issue happened the first time or only once, it is often related to the charge point operator. Please ask the driver to contact the charge point operator, try to authenticate at a different charging station, or authenticate via the smartphone app.

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 charging card, please always provide the following mandatory information:

• Contract number or leasing number
• charging card number
• Time and date of charging attempt
• Address of charging station / charge point number (EVSE ID)
• Error message if available

We will highly appreciate it if you provide us the information in detail, so we can help you and the driver faster. Thank you!