Resolve common EV charger issues with Remote Maintenance

Charging at a public or workplace charger can occasionally lead to unexpected issues. Fuuse offers a range of comprehensive tools and support packages that covers you, your chargers, and your drivers.

Let’s look at a few of the frustrating situations that can occur with EV chargers and how simple it is with Fuuse to resolve them.

Unlocking a charger connector

Sometimes a charging cable can become locked and the charger socket won’t release the cable. If you are contacted by a driver who is unable to unplug their charging cable from one of your chargers, you can follow these instructions to help resolve the issue.

Read our Help Centre article on how a driver can release a locked charging cable from an Easee charger.

Unlocking the connector
First, try unlocking the connector in the Fuuse Platform:

1. Under the 'Network' section, go to 'Chargers'.
2. Select 'See Details' of that charger.
3. On the details page, select the 'Actions' dropdown at the top right.
4. Choose 'Unlock Connector'.
5. Followed by 'Continue' to send the command to the socket.

If unlocking the connector doesn’t work, you can activate a 'Hard Reset'.

Charger Hard reset

A hard reset is the charge point equivalent of turning your computer off and on again. If your charger has changed to a faulted state or a loss of power causes a Fault status, running a hard reset can often clear the fault. This should update the charger status back to Available.

Actioning a hard reset of a charger can be done by:

1. In the Fuuse Platform, under 'Network', go to 'Chargers'.
2. Select 'See Details' of that charger.
3. On the details page, select the 'Actions' dropdown at the top right.
4. Select 'Hard Reset'.

A hard reset will immediately stop any ongoing charge sessions currently in progress for that charger. So, it is important to be aware that charging sessions on all connectors for that charger will be terminated.

Track charger status with alerts

Fuuse allows you to customise alert notifications via email to any user on your account for a wide range of events. Setting these alert preferences allows you to stay on top of the status of your chargers so that you can maximise total uptime.

Under the 'Organisation' section, you will find the User Notifications tab. When you add a preference, you can choose from a variety of different events to trigger the notifications, such as:

Uk-based support is on hand to help you

You might find you can’t resolve the issue on your own. The experts at Fuuse are here to help.

“Our Customer Success Team are passionate about ensuring a smooth and personalised onboarding experience based on our customer’s needs, allowing them to get the most out of our services.

It is important to us that we continue to build trust and deliver value to new and existing clients.”

Dana Taqi, Customer Success Manager at Fuuse

Fuuse offers fully comprehensive customer support packages covering your chargers, drivers, and the Fuuse platform.

Explore Fuuse support packages.

Solutions to keep drivers on the move

As the UK government continues to champion EV charger reliability and uptime, the EV infrastructure needs to evolve to allow for charger issues to be quickly addressed when they arise. With the Fuuse Remote Maintenance Tools and quality Customer Support, you can feel confident in your EV charging service, keeping drivers on the move.