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How to report a fault with a charge point

Inevitably, as with all new technology, sometimes things can go wrong.  ChargePlace Scotland do not own, manufacture or provide maintenance for any of the units on the network, however, if you find that a charge point that has a fault, contact us following the instructions below, and we can let the right people know.

 

  • First of all, please check your vehicle is compatible with the charge point you're trying to use.  The UK Electric Vehicle Supply Equipment Association can help you determine which equipment you car can use, or check with your dealer.  Not all vehicles are compatible with all types of charge point.

  • Check the charging instructions here, to ensure that you're operating the charge point correctly.
  • Next, check the Charge Your Car map here to see if the unit is already listed as out of service. If the unit icon is red on the map, this indicates that the unit has already been reported to the owner, manufacturer or nominated maintainer, and we are waiting on confirmation of a repair, before listing it as back in service.
    You do not need to report a fault on a charge point that is already listed as out of service.  
    If we have taken the measure of listing a unit as out of service, this means we have already undertaken any remedial work possible remotely by our office staff (for example a remote reset) or we have no remote communication by which to assist.  A charge point is listed as out of service on the map, to advise drivers to charge elsewhere.  If you check the ChargePlace Scotland map before heading to a charge point, this will help you determine if a unit is available or out of service, and hopefully save you a wasted journey.
    N.B. ChargePlace Scotland does not maintain the charge points.

  • If the charge point has an error on the screen (such as 'driver comms error', 'CCS error', 'power metre failure' etc) this is automatically reported by the charge point to ChargePlace Scotland.  We then forward this error on to the manufacturer, owner or their maintenance provider for investigation and repair.  
    You do not need to report these faults.

  • If a charge point is offline or has lost remote communication to the ChargePlace Scotland servers, this is automatically reported by the charge point to ChargePlace Scotland.  We then forward this error on to the manufacturer, owner or their maintenance provider for investigation and repair.  
    You do not need to report these faults.
  • The best way to report a fault to us is via an email to admin@chargeplacescotland.org
    This ensures you have enough space to describe any faults or problems in detail and we can log them in our fault system, ensuring the manufacturer or owner have enough information to diagnose and fix the fault promptly.
  • Always include the 5 digit CPID number of the charge point
    These can be found on the unit themselves, on the website map or on the app. If there’s an error code, please make a note of it and forward that to us alongside your description of the fault
  • While twitter is convenient and easy if you wish to quickly let us know of an issue, 140 characters often won’t afford us with enough information to fault-find.  If you choose to tweet us with a fault, please try to add a photo of the problem or error message so we can let the right people know quickly.

N.B. Our helpdesk team understand that some reasons that may lead you to contact us can be due to a stressful or uncomfortable situation.  Our team will always do their best to help you remotely, but are not responsible for the maintenance or state of repair of charge points.  ChargePlace Scotland will not tolerate verbal abuse, threats or foul language directed at helpline staff.

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