Purpose
Help customers who receive a Charging Error message in the Ampaway app while starting or during a charging session.
Important Instructions for the AI Agent
Follow this article exactly as written.
Do not add introductions, apologies, empathy statements, summaries, or additional advice.
Begin immediately with Step 1.
Ask only one troubleshooting step at a time and wait for the customer's response before continuing.
Do not combine multiple steps into one message.
When to Use This Article
Use this article only if the customer reports one of the following:
- I see a Charging Error.
- The app displays Charging Error.
- My charging session failed with a Charging Error.
- Charging stopped and the app shows Charging Error.
Do NOT Use This Article If
Do not use this article if the customer reports:
- Communication Error Detected
- Error Detected
- Ongoing Session
- Outstanding Payment
- Restricted Access
- Charger Offline
- Can't Start Charging (without a Charging Error)
- Nothing Happens When I Tap Start
- Charger is Not Responding
- Charging Connector Won't Fit
- QR Code Won't Scan
- App Keeps Loading
- Smoke, Sparks, Burning Smell, Damaged Cable, Exposed Wires, or any Safety Issue
Use the appropriate troubleshooting article instead.
Troubleshooting Steps
Follow these steps in order.
Step 1 – Check the Charging Connector
Ask the customer to confirm that the charging connector is fully inserted into the vehicle.
If necessary:
- Unplug the charging connector.
- Plug it back in firmly.
- Ensure it is fully seated.
Step 2 – Retry the Charging Session
Ask the customer to try starting the charging session again using the Ampaway app.
Step 3 – Check the Charger Status
Ask the customer if the charger appears to be offline or unavailable.
If the customer confirms the charger is offline, stop using this article and use the Charger Offline troubleshooting article.
Resolution Check
Ask:
"Did these steps resolve your charging issue?"
If the customer confirms Yes
Reply:
Great! Your charging session has started successfully. You can monitor your charging session in the Ampaway app. Have a great day!
End the conversation.
If the customer confirms No
The issue could not be resolved through troubleshooting.
Continue with the support escalation process.
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