Station owner support FAQ

Activation & onboarding

Who can install my ChargePoint stations?

 

ChargePoint offers a few ways to get your stations installed.

You can hire your own electrical contractor and have them complete the ChargePoint® Installer Training Certification Program. The course is free and takes about 90 minutes to complete.

We also have operations and maintenance (O&M) partners that can provide you a full suite of services for your EV charging project. To access a full list of ChargePoint O&M partners, please click here.

Is my station ready to be activated?

 

Before activation, a station must be pinpointed, or have its location chosen on a map. Your installer will pinpoint your station(s) during the completion of the installation wizard on the station display screen.

After pinpointing has been completed, the station screen will display:

  • An instructional charging video
  • A green checkmark status for each port
  • No error messages
  • No lit error LEDs

If any error messages display or LEDs are lit, the installer should resolve those issues before proceeding. If the above criteria are met, your station is ready to be activated.

My stations have been installed and pinpointed. What’s next?

 

After installation and pinpointing, please contact the ChargePoint Activations team at 1-877-850-4562, option 2 to get your stations activated. Please be prepared with:

  1. Your account information or sales order number
  2. Station names (how you want to identify your ChargePoint stations)
  3. The MAC address or serial number located on the station(s) (here’s how to find it)
  4. Pricing policy (Will you set a fee for charging?)
  5. Access policy (Will you restrict access to your stations?)

How do I set up my station network manager account?

 

You should have received an email from notifications@chargepoint.com with a link to create your station network manager account. Please complete these steps to set up your account:

  1. Create your username and password.
  2. Set up your contact and account information.
  3. Provide contact info for individuals in your organization who will be involved in:
    1. Receiving payments from your stations (Flex Billing)
    2. Station network administration (system admin)
    3. Accounts payable (cloud plan renewals)
    4. Driver feedback
    5. Maintenance feedback
    6. Other administrative notices and new system features
  4. Agree to the Terms and Conditions.
  5. Activate Flex Billing (i.e., provide bank account information so ChargePoint can send the revenue share from charging fees to you).

After your network manager account is set up, you can access additional help documentation by logging into your ChargePoint account.

How do I collect EV charging revenue?

 

There are four steps to collecting revenue from EV charging:

  1. Set up Flex Billing.
  2. Create pricing rules to define how much drivers will pay. (Your customer success manager can help with this.)
  3. Create a pricing policy to define which pricing rules apply to which drivers.
  4. Apply the pricing policy to your stations.

After you complete these steps, charging revenue will deposit to your account. For assistance with these steps, access the Help menu from your ChargePoint account.

Troubleshooting

Before contacting ChargePoint support, please verify that you have an active cloud plan or Assure® program and perform a “power cycle” for your stations. 

How do I power cycle my stations?

 

ChargePoint Support will generally recommend power cycling your stations as an initial troubleshooting step. Power cycling a station forces it to reboot and reload its software. This resolves most station issues.

To power cycle a station, first locate the station’s circuit breaker on your electrical panel. Switch the circuit breaker off and wait for 2 minutes. (Leaving the breaker off for the full 2 minutes is important as it allows any residual power to drain from the station.) Turn the breaker back on, and the station should attempt to reboot. This may resolve any issues you are having.

If the issue persists, please submit a support request using the owner support form.

Do I have a current cloud plan or Assure program?

 

Find your cloud plan expiration date through the ChargePoint Cloud Dashboard:

  1. From your dashboard, select the Stations tab.
  2. Click the station name for the station you’d like to view.
  3. Select the General tab from the orange navigation bar.
  4. This page will contain a section for cloud plan and Assure. Each will show the current plan end date (expiration date).

Plan tokens are applied to individual stations, so different stations may expire at different times. Your customer success manager can assist you with synchronizing dates so that all of your stations renew at the same time. Please contact renewalsteam@chargepoint.com to request this.

How do I request support?

 

You can request support using our owner support web form or through your ChargePoint account.

Owner support web form: This easy-to-use form can be used to submit general questions or report an issue with your ChargePoint stations.

ChargePoint Cloud Dashboard: Submitting a case through your account dashboard allows you to raise concerns with a specific station. Here’s how:

  1. From your dashboard, select the Stations tab.
  2. Click the Station Name for the station you’d like to view.
  3. Select the Status/Actions tab from the orange navigation bar.
  4. This page will show the status of stations.
  5. From the Troubleshooting section, select Report a Problem. This will automatically send all the relevant station information to our Support team for investigation.

Modem issues

What if my station has a 3G modem and is no longer connecting to the network?

 

Major cellular providers have discontinued support for 3G networks. Some ChargePoint stations may still have 3G modems installed. To stay connected to the network, these stations must be upgraded with 4G modems.

Note: Some older stations cannot be upgraded and will need to be replaced. Contact us for more information.

How do I know whether my station has a 3G or 4G modem?

 
  1. From your dashboard, select the Stations tab.
  2. Click the Station Name for the station you’d like to view.
  3. Select the General tab from the orange navigation bar.
  4. Check the Modem Type in the Network section.
    1. A modem type of GSM or CDMA relies on outdated 3G networks and should be upgraded.
    2. An LTE modem type does not need to be upgraded at this time.
    3. If this section is blank, this unit does not have a modem. Check the modem type for the Gateway unit.

From the Stations tab, you can also select Show/Hide Columns and check Modem Type to easily view the modem type for all your stations.

How do I upgrade my station’s modem?

 

For information on receiving a Modem Upgrade Kit, please contact modemupgrades@chargepoint.com.

Cloud plans, renewals and transfers

How do I pay an invoice for a cloud plan or Assure?

 

ChargePoint stations require a cloud plan to connect to the ChargePoint network and receive the latest software updates. Assure is a comprehensive maintenance and management program that covers everything needed to keep your stations up and running.

To pay an invoice for these services, make checks payable to ChargePoint, Inc., and send to:

Lockbox remittance Courier deposits (FedEx, UPS, etc.)

ChargePoint, Inc.
DEPT LA 24104
Pasadena, CA 91185-4104

Silicon Valley Bank
ChargePoint, Inc.
3003 Tasman Drive
Santa Clara, CA 95054

For ACH/Wire payment information, please email chargepointar@chargepoint.com.

Do I need to renew my cloud plan each year?

 

Your cloud plan should automatically renew each year so that your stations don’t lose connectivity. To set up automatic renewal, email renewalsteam@chargepoint.com. Otherwise, you will receive an invoice yearly.

You can also choose to prepay your plan for up to 5 years, which provides discounted pricing.

What happens if I don’t renew my cloud plan?

 

Failure to renew a cloud plan within 90 days of expiration will result in station deactivation. Your station will not appear in the ChargePoint app, drivers will not be able to find it, and you won’t be able to control access or collect revenue. Reactivating a station will require a fee and a potential SIM chip replacement.

What is a token?

 

A token is serialized proof of purchase of a cloud plan, used to enable station operation.

I purchased a property with ChargePoint chargers. Who should I reach out to?

 

Please contact our asset transfer team at asset-transfers@chargepoint.com as soon as possible. We look forward to helping you learn about and manage your stations.

For additional training guides and videos, please log in to your account and click on the Help Menu.


Need more help?

We’re available 24 hours a day, 7 days a week for station owner, installation and partner support.

Contact ChargePoint Owner Support

Click here for additional contact methods.