EV: What to do when customer cannot stop session on Setel Apps (L2 ONLY)

Process for L2 

This document guides how to assist customers to STOP the customer charging session from JomCharge Dashboard.

Scenario: User unable to STOP charging session by pressing the STOP CHARGING on Setel Apps. The user will continue to be charged for the session due to the charger is not STOPPED.

 Instructions

Identify the customer session on Setel Dashboard and JomCharge Dashboard.

1.Identify the customer session on Setel Dashboard and JomCharge Dashboard.

2. Login to JomCharge Dashboard

Login to JomCharge Dashboard

1. 1. 1. 1. 1. Log in ID: [e-mail] / [e-mail]

            2. Password: Setelsetel@2021 / Setel@2022

   2.  3. Select Charger station (Identify and confirm with Customer on the Charger Station ID
   3.  4. Check Charger Status
   4. a) to confirm the charger status - Available
   5. b) Device Status - Online
   6. c) Heartbeat - make sure the heartbeat are sync to the latest time (updated every 1minute
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   8. Charger Status
      5. Check and verify the charger connector Status on JomCharge Dashboard.
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3. 1. 6.Click Remote Stop to end customer session.
   2. 7. Advise customer to Unplug connector to make the nozzle/connector status Available again
   3. 8. If customer unable to unlock connector, click Unlock Connector on dashboard to remotely unlock.
   4. 9. If both Remote Stop and Unlock Connector didn't work, Click Soft Reset.
   5. 10. Soft reset will reboot the whole charger and its take around 3 minutes to back to Available.

*** Above step will not work if the charger  is unavailable due to below possibility:

1. Charger is not responding. - Connection lost
2. Charger tripped. - no power.
3. This need to escalate to JomCharge directly on Slack channel #vendor-jomcharge-ops

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