Purpose

Help customers when the Ampaway app remains on the loading screen or continues loading without completing the 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 app keeps loading.
The app is stuck on the loading screen.
The loading screen never disappears.
The app freezes while starting a charging session.
The app never finishes loading.
The charging session stays on the loading screen.

Do NOT Use This Article If

Do not use this article if the customer reports:

QR Code Won't Scan
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 – Check the Internet Connection

Ask the customer to confirm that their phone has a stable internet connection.

Step 2 – Wait Briefly

Ask the customer to wait 10 seconds to see if the loading screen completes automatically.

Step 3 – Restart the Ampaway App

Ask the customer to:

Close the Ampaway app completely.
Reopen the Ampaway app.

Step 4 – Reconnect the Charging Connector

Ask the customer to:

Unplug the charging connector from the vehicle.
Plug it back in securely.
Ensure the connector is fully inserted.

Step 5 – Retry the Charging Session

Ask the customer to try starting the charging session again using the Ampaway app.

Step 6 – Restart the Phone

If the issue still persists, ask the customer to restart their phone and try again.

Resolution Check

Ask:

"Did these steps resolve your issue?"

If the customer confirms Yes

Reply:

Great! Your charging session has started successfully. You can continue using the Ampaway app to monitor your charging session. 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.

App Keeps Loading