Purpose

Help customers who receive a Restricted Access message when attempting to start a charging session. This usually means the customer's Ampaway account does not have permission to use the selected charger.

When to Use This Article

Use this article only if the customer reports one of the following:

I see Restricted Access.
I don't have permission to use this charger.
The app says access is restricted.
I can't use this charging station.
The charger won't let me start charging because access is restricted.

Do NOT Use This Article If

Do not use this article if the customer reports:

Outstanding Payment
Charging Error
Communication Error Detected
Error Detected
Ongoing Session
Charger Offline
Can't Start Charging (without a Restricted Access 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 – Verify the Ampaway Account

Ask the customer to make sure they are signed in to the correct Ampaway account.

Step 2 – Confirm Charger Access

Explain that the selected charger may only be available to authorized users.

Ask the customer to confirm whether they are expected to have access to this charger.

Step 3 – Try Another Charger

If another nearby Ampaway charger is available, ask the customer to try using that charger.

Step 4 – Contact the Property Manager

If the charger is located at a private property, apartment, workplace, or other restricted location, advise the customer to contact the building administration or property manager to request access.

Resolution Check

Ask:

"Were you able to access another charger or resolve the access issue?"

If the customer confirms Yes

Reply:

Great! You can now continue using the charger through 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.

Access Restricted