What to do If a charging station issue occurs at a non-E-Flux station
Introduction
E-Flux by Road specializes in managing and supporting its own network of charging stations. However, it is common for users to encounter charging stations managed by other operators, such as Engie or similar providers. This article provides guidance on how to handle issues at non-E-Flux-operated stations, including identifying the station's operator and understanding E-Flux's support limitations.
Understanding the scope of E-Flux's support
E-Flux can support only E-Flux-operated charging stations. When you use a station owned and managed by another operator:
E-Flux cannot access the station's system. This means E-Flux cannot perform diagnostics, reset sessions, or resolve hardware issues at stations not on their network.
If a charging session issue arises, E-Flux recommends reaching out directly to the station's operator for assistance, as they manage the hardware and its functionality.
It’s important to note that your E-Flux charge card is rarely the cause of charging station malfunctions.
How to identify the operator of a charging station
If you’re unsure whether a station is operated by E-Flux or another provider:
Look for the operator's name or logo on the charging station. This is often clearly labeled.
Alternatively, check your charging app, as it typically displays the station's operator along with other station details.
Steps to take when using non-E-Flux charging stations
If you experience issues at a non-E-Flux charging station:
Identify and contact the station’s operator. Use their support channels for troubleshooting and issue resolution. This information is typically available on the station or within your charging app.
Understand session discrepancies. E-Flux cannot remove or reset active-looking sessions from your account if they originate from a non-E-Flux charger. If the session is already closed in the backend, it will disappear automatically without any action required.
By following these steps, you can ensure quicker resolution of issues while understanding the limitations of E-Flux’s support for third-party-operated stations.
Related topics
Troubleshooting Failed Charging Sessions
E-Flux Network Support Capabilities
Understanding Your E-Flux Charge Card Settings