Purpose

Help customers who receive an Ongoing Session message when attempting to start a charging session. This message usually indicates that a charging session is already active or is still being established.

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 Ongoing Session.
The app says a charging session is already active.
The app says a session already exists.
I can't start charging because it says Ongoing Session.
It says another charging session is already running.

Do NOT Use This Article If

Do not use this article if the customer reports:

Charging Error
Communication Error Detected
Error Detected
Outstanding Payment
Restricted Access
Charger Offline
Can't Start Charging (without an Ongoing Session message)
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 – Explain the Message

Inform the customer:

"The 'Ongoing Session' message usually means the charger is already starting a charging session or an active session already exists. Let's verify the session before trying again."

Step 2 – Check Charging Status

Ask the customer to check whether the vehicle is already charging.

If the vehicle is charging successfully, no further action is required.

Step 3 – Check the Ampaway App

Ask the customer to check the charging session status in the Ampaway app.

If an active charging session is displayed, advise the customer to continue monitoring the session.

Step 4 – Reset the Connection

If the vehicle is not charging:

Unplug the charging connector from the vehicle.
Wait 1 minute.
Plug the connector back into the vehicle.
Ensure the connector is fully inserted.
Try starting the charging session again using the Ampaway app.

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.

Charging Session Already Started