Purpose

Help customers who report a potentially unsafe condition involving an Ampaway charger. Safety concerns require immediate action and must be escalated without attempting troubleshooting.

When to Use This Article

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

Smoke coming from the charger
Sparks
Burning smell
Overheating charger or connector
Exposed wires
Damaged charging connector
Damaged charging cable
Broken charger
Water damage
Electric shock
Visible electrical arcing
Any other unsafe charger condition

Do NOT Use This Article If

Do not use this article if the customer is reporting:

Can't Start Charging
Charging Error
Communication Error
Error Detected
Ongoing Session
Outstanding Payment
Restricted Access
Charger Offline
Charger is Not Responding
Charging Connector Won't Fit
QR Code Won't Scan
App Keeps Loading
Nothing Happens When I Tap Start

Use the appropriate troubleshooting article instead.

Immediate Safety Instructions

Customer safety is the highest priority.

Step 1 – Stop Using the Charger

Immediately instruct the customer to:

Stop using the charger immediately.
Do not attempt to continue charging.

Step 2 – Stay Away From the Equipment

Instruct the customer:

Do not touch the charger, charging connector, or charging cable if there are signs of:

Smoke
Sparks
Burning smell
Overheating
Exposed wires
Visible damage

Step 3 – Move to a Safe Location

Advise the customer to:

Move away from the charger.
Keep other people away from the area.

Step 4 – Contact Emergency Services if Necessary

If there is an immediate danger, fire, or risk of injury, instruct the customer to contact emergency services or the property/building management immediately.

Step 5 – Do Not Continue Troubleshooting

Instruct the customer:

Do not reconnect the charger.
Do not retry the charging session.
Do not continue using the charger until it has been inspected.

Next Step

Inform the customer that the issue requires immediate review by the Ampaway Support Team.

Continue with the support escalation process.

Safety Concern