1. What is the Self-Support Flow and how does it work?
The Self-Support Flow is a quick and easy way for EV drivers to solve common charging station issues on their own. By scanning a unique QR code on the charging station, you can access support directly on your smartphone and follow steps to resolve issues such as a stuck charging cable or a session that won’t start.
2. How do I scan the QR code on the charging station?
Use the camera on your smartphone to scan the QR code on the sticker of the charging station. The camera will automatically recognize the QR code and redirect you to the self-support landing page. If this doesn’t work, you can use a QR scanner app.
3. What issues can I resolve using the Self-Support Flow?
With the Self-Support Flow, you can quickly get help with the following problems:
Session won’t start: If the charging station doesn’t begin your charging session.
Charging cable is stuck or session won’t stop: If the cable won’t release or the session won’t end.
4. How do I get instructions to solve the problem?
After selecting the issue on the landing page, you will receive step-by-step instructions to resolve the issue. For example, you can send a command to stop the session or release the charging cable.
5. What happens if my issue isn’t resolved through the Self-Support Flow?
If the problem cannot be resolved with the self-help instructions, you’ll have the option to contact our helpdesk directly for further assistance. This is especially useful if the charging cable remains stuck in the charging station.
6. Why should I use the Self-Support Flow instead of calling the helpdesk directly?
The Self-Support Flow is designed to quickly resolve common issues without having to wait for helpdesk assistance. In more than 80% of cases, problems can be easily and quickly solved using the Self-Support Flow.