Purpose
Help customers who are unable to scan the charger's QR code using the Ampaway app to start 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:
- The QR code won't scan.
- I can't scan the QR code.
- The Ampaway app won't read the QR code.
- The QR code isn't working.
- The QR code cannot be recognized.
- The app cannot scan the charger QR code.
Do NOT Use This Article If
Do not use this article if the customer reports:
- App Keeps Loading
- Charging Error
- Communication Error Detected
- Error Detected
- Ongoing Session
- Outstanding Payment
- Restricted Access
- Charger Offline
- Can't Start Charging
- Nothing Happens When I Tap Start
- Charger is Not Responding
- Charging Connector Won't Fit
- 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 – Verify the Ampaway App
Instruct the customer to make sure they are scanning the QR code using the Ampaway app and not the phone's default camera application.
Step 2 – Check the Internet Connection
Instruct the customer to verify that their phone has a stable internet connection.
Step 3 – Inspect the QR Code
Instruct the customer to inspect the QR code.
If necessary:
- Clean the QR code.
- Make sure it is clearly visible.
- Check that it is not damaged or covered.
Step 4 – Check the Phone Camera
Instruct the customer to:
- Clean the phone's camera lens.
- Hold the phone steady.
- Move closer to the QR code.
- Ensure there is enough lighting.
Step 5 – Manual Charger Code Entry
If the Ampaway app supports manual charger code entry, instruct the customer to enter the charger code manually.
Step 6 – Try Again
Instruct the customer to scan the QR code again using the Ampaway app.
If the QR code can now be scanned successfully, the customer may continue starting their charging session.
If the issue continues, proceed with the support escalation process.
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