Troubleshooting

Troubleshooting

Charger will not connect

Check:

  1. The server address copied from the charger Overview page.
  2. The exact charger identity.
  3. The charger password.
  4. OCPP 1.6 JSON is selected.
  5. The charger has internet access and the correct time.

Then look for BootNotification in Charger → Logs.

Charging will not start

  • Check the connector status and cable.
  • Make sure no other session is active or scheduled.
  • For private charging, check the driver's grant and RFID.
  • For public charging, check the tariff, payment, and terms.
  • Review Authorize and start messages in the charger logs.

Do not send repeated start or payment requests while one is still pending.

Charging will not stop

  1. Send one stop request and wait for the result.
  2. If safe, try Unlock connector.
  3. Use a Soft Reset only when needed.
  4. Follow the charger manufacturer's safety instructions.

Never force out a locked cable.

Public charger is missing from the map

Open Charger → Publicity and check:

  • site coordinates;
  • payment setup;
  • tariffs for all connectors;
  • public-charging plan access;
  • the charger is set to public.

Then refresh the mobile map and clear its filters.

Payment succeeded but charging did not start

Save the payment time, charger, connector, and visible error. Do not retry many times. Use the configured help and support link so the payment and charging session can be checked.

Never share passwords, secret keys, or full card details.

Power limit is rejected

Check charger Smart Charging support, profile settings, connector, and OCPP logs. For external meters, also check Last seen and the safe offline limit.

Report data is missing

  • Clear filters and choose a longer date range.
  • Check your plan's history limit.
  • Remember that active sessions are not complete.
  • Charts require meter data from the charger.

A portal page or button is missing

Check the administrator's permissions, active workspace, host configuration, and enabled features. Host billing is visible only to approved host administrators.

A driver is still pending

The email does not yet have an active EVCharge account in the workspace. From Users, resend the invitation and ask the driver to register with the same email address. Remove the invitation if the email or access details are wrong.

An administrator cannot be added

Unlike drivers, portal administrators are not invited from the workspace page. Ask the person to register first, then add the exact email under Workspace → Users.

Contacting support

Include the workspace, charger identity, connector, time and timezone, session or operation ID, and exact error.