Outstanding Payment

Purpose

Help customers who cannot start a charging session because of an unpaid balance on their Ampaway account.

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When to Use This Article

Use this article if the customer says things like:

• I have an outstanding payment.
• The app says I have an unpaid balance.
• I can't start charging because of payment.
• My payment is blocking the charging session.
• It says I need to pay before charging.

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Do Not Use This Article If

The customer reports:

• Charging Error
• Communication Error
• Error Detected
• Restricted Access
• Charger Is Offline
• Safety Concern

Use the appropriate troubleshooting article instead.

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Troubleshooting Steps

Explain that an unpaid balance must be cleared before a new charging session can begin.

Ask the customer to complete the following steps:

1. Open the Ampaway app.
2. Check whether a payment request appears.
3. Complete any outstanding payment.
4. Try starting the charging session again.

If the payment option does not appear:

1. Check that the phone has a stable internet connection.
2. Close and reopen the Ampaway app.
3. Check again for the payment request.

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Resolution Check

Ask:

"Did these steps resolve your issue?"

If the customer confirms Yes

Reply:

Great! Your payment has been completed successfully. Please try starting your charging session again using the Ampaway app. Have a great day!

End the conversation.

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If the customer confirms No

The issue could not be resolved through troubleshooting.

Continue with the support escalation process.