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Hardware Support

Have a hardware issue? Let’s help you fix that.

Try our troubleshooting guides, or let us know what’s going on with your hardware and our team will be in touch to help you resolve it.

Looking for a faster fix for your charger?

Our troubleshooting guides cover the most common charger issues and can help solve them without waiting for support.

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Can’t find a troubleshooting solution?

If you can’t find a solution in our troubleshooting guides, or you’re experiencing a cable issue, please complete the form below.

Support Ticket Progress

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Your Details

Your Hardware

Inspection

Photos & Info

Confirmation

Get Started

What is the issue you're experiencing?(Required)

Does the cable have any visible damage?(Required)

Yes

Unsure

Describe the issue you’re experiencing when trying to charge?(Required)

Your Details

Your Name(Required)

First Last

Your Phone Number(Required)

Your Email Address(Required)

Company or Site Name(Required)

Assessor Company Name(Required)

State(Required)

Postcode(Required)

Your Hardware

Help us identify your hardware by providing a serial number, purchase number or any other reference number.

Reference Number Type

Reference Number

Examples of where you can find the serial numbers:

Was the charger bought through the JET Charge Wholesale Store?(Required)

Yes

Unsure

Has the cable been tested on any other vehicle?(Required)

Yes

Unsure

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Charger Issues

Are you experiencing the issue on a single charger or multiple chargers?(Required)

Single Charger

Multiple Chargers

Charger Brand(Required)

Charger Model

Other Charger Brand(Required)

Other Charger Model(Required)

Charger Brands and Models(Required)

Please list all of the affected charger brands and models

Who installed the charger?(Required)

Is the charger on a CPO network?(Required)

What is the charger's Chargefox ID?

Are you able to power the charger up?(Required)

Do the LCD/LED lights turn on? Or are there any notable signs of life from the charger?

Is the charger connected to an App or Bluetooth device?(Required)

What is the charger status on the App?

This should be visible on the app for the charger.

Are you able to complete a detailed inspection of the charger?(Required)

Yes

Charger Checks

We ask that you please complete the following checks to help us get back to you quickly.

Have you completed the manufacturer's troubleshooting guide?(Required)

Yes

Please work through the troubleshooting guides before continuing.

Have you turned the unit off and on again?(Required)

Yes

Is there any noise or buzzing sounds coming from the charger?(Required)

Yes

Unsure

Are there any signs of cable or socket damage?(Required)

E.g. water or impact damage.

Yes

Unsure

Is the charger switched on?(Required)

Look for any visible indicators on LCD/LED Lights.

Yes

Unsure

Is the circuit breaker in the switchboard in the ON position?(Required)

Yes

Unsure

Is the isolator switch in the ON position?(Required)

Yes

Unsure

Is the charger online?(Required)

Check for internet connection.

Yes

Unsure

What is the charger's intended internet connection?(Required)

Ethernet

Wi-Fi

Not intended to be connected

Detailed Inspection Checks

We ask that you please complete the following inspection checks to help us get back to you quickly. If necessary, please ask the driver or charger owner the following questions.

Have you completed the manufacturer's troubleshooting guide?(Required)

Yes

Please work through the troubleshooting guides before continuing.

Are any scheduling or lock-out functions in place?(Required)

These functions may be set in the vehicle or via the charger app.

Yes

Unsure

This may be impacting your access to charging. Ask your customer to review and adjust settings in the vehicle and the manufacturer’s app and try charging again.

Is the charger intended to be on Chargefox for billing?(Required)

Yes

Unsure

Please provide the charger's Chargefox ID

The Chargefox ID can be found on the front or side of the charger.

Did your client create an account with Chargefox?(Required)

Yes

Unsure

Please ask your client to follow these instructions to create a Site Host account with Chargefox.

Did you complete the Chargefox handover form?(Required)

Yes

Unsure

If you completed the handover form in the last 48 hours, Chargefox may not have processed your handover form yet. Please await confirmation email.

Complete the form: Submit a request – Chargefox Installers

Check that you haven’t missed any other steps in the process: Billing Contractor Quick Guide (PDF) and video Billing Quick Guide for Contractors

Is the charger showing ‘Online’ to Chargefox?(Required)

Yes

Unsure

Is the correct RFID linked to the charger and are the credit card details valid and up to date?(Required)

This can be checked in the driver’s Chargefox app.

Yes

Unsure

Visual Inspection

Have you turned the unit off and on again?(Required)

Yes

Is there any noise or buzzing sounds coming from the charger?(Required)

Yes

Unsure

Are there any signs of cable or socket damage?(Required)

E.g. water or impact damage.

Yes

Unsure

Are there any accessories installed?(Required)

E.g. charging cables, solar hardware, power meters.

Yes

Unsure

Please provide further details(Required)

E.g. what accessories are installed and how they are configured.

Electrical Inspection

Is the installation as per AS/NZS 3000:2018?(Required)

Yes

Unsure

Please provide further details(Required)

Is the charger switched on?(Required)

Look for any visible indicators on LCD/LED Lights.

Yes

Unsure

Is the circuit breaker in the switchboard in the ON position?(Required)

Yes

Unsure

Is the isolator switch in the ON position?(Required)

Yes

Unsure

Are all terminations correct and acceptable?(Required)

Yes

Unsure

Please provide further details(Required)

What is the AC Voltage on the supply pins to the charger for each phase?(Required)

L1 – Please enter value here.

What is the AC Voltage on the supply pins to the charger for each phase?(Required)

L2 – Please enter value here. (N/A for not applicable.)

What is the AC Voltage on the supply pins to the charger for each phase?(Required)

L3 – Please enter value here. (N/A for not applicable.)

Communications Inspection

Is the charger online?(Required)

Check for internet connection.

Yes

Unsure

Does the charger show any indication that it is ‘Offline’ on the LCD or through LED Sequence?(Required)

Yes

Unsure

What is the charger's intended internet connection?(Required)

Ethernet

Wi-Fi

Not intended to be connected

Are the login credentials configured correctly?(Required)

If the customer has recently changed the modem or Wi-Fi password, please update this configuration in the charger app.

Yes

Unsure

Has the Cat5/6 cable integrity been verified?(Required)

Verify that all crimp connections are done correctly.

Yes

Unsure

Are the ICN details correctly set up?(Required)

To be confirmed with the on-site ICT team, if applicable.

Yes

Unsure

N/A

Are there at least 3 out 5 bars 4G signal at the charger location?(Required)

Use phone reference.

Yes

Unsure

Is the modem powered ON?(Required)

Yes

Unsure

Do the LEDs on the modem indicate a successful internet connection?(Required)

Yes

Unsure

Additional Checks

Is the charger connected to CORE load management?(Required)

Yes

Connected to other Load Management

Unsure

Is the power meter ON?(Required)

Yes

Unsure

Are the networking and electrical connections to the power meter good?(Required)

Yes

Unsure

Is the charger accessible through the charger app?(Required)

Yes

Unsure

What firmware version is the charger on?

The firmware version can be found in the app for the charger.

Functional Test

Are you able to start a charging session using a charge checker or vehicle?(Required)

Yes

Unsure

Fault Report

List any faults picked up

Resolution Report

List any changes, repairs or replacements done

Outcome

Based on this inspection, is the unit now functional?(Required)

Yes

Unsure

Please submit for our records and to receive a copy but we will not take steps to contact you.

We will send you a copy of this report and get in touch as soon as possible.

Photos & Additional Details

To help our team, please provide one or more photographs showing the issue. To help our team, please provide one or more photographs of the following:

Visible damage to the cable or socket.
Any accessories installed. ? You can include multiple accessories in one image.
The charger’s wiring standard. ? Refer to Appendix P of Wiring rules (AS/NZS3000:2018)
The charger’s indicator lights. ? Indications of any signs of life i.e., LEDs, screen lights or text, etc.
The isolator. ?
The terminations.
The charging checker or vehicle showing the attempted charging session. ?

To help our team, please take the following photos

Drop files here or

Accepted file types: jpg, png, heic, bmp, wepb, Max. file size: 128 MB.

Any other information you'd like to provide?

Confirmation

What’s the issue

What:	None selected
Issue:	Broken on arrival
Issue:	Cable damage
Issue:	–

Change

Your Details

Where:
Name:
Phone:	–
Email:	–
Company / Site Name:	–
Assessor Company:	–
State:	–
Postcode:	–

Change

Hardware details

:
Reference Number Type:
Reference Number:
Cable testing on another vehicle:
Issue on how many chargers:
Charger Brand:
Charger Model:
Charger Brands & Models:
Installed by:
The charger is on a CPO network:
Chargefox ID:
Charger can power up:
Charge app / bluetooth connected:
App status:

Change

Charger Checks

Tried Troubleshooting:
Unit switched off & on:
Has buzzing sound:
Signs of cable or socket damage:
Charger switched on:
Circuit breaker in ON position:
Isolator switch in the ON position:
Charger online:
Charger’s internet connection:
Charger accessible through the charger app:

Change

Detailed Inspection Checks

Tried Troubleshooting:
Scheduling / lock-out functions:
Chargefox billing:
Client has Chargefox account:
Chargefox handover form completed:
Charger online to Chargefox:
Correct RFID linked:

Change

Visual Inspection

Unit switched off & on:
Has buzzing sound:
Signs of cable or socket damage:
Accessories installed:

Change

Electrical Inspection

Is the installation as per AS/NZS 3000:2018:
Charger switched on:
Circuit breaker in ON position:
Isolator switch in the ON position:
Terminations correct:
L1 AC Voltage:
L3 AC Voltage:

Change

Communications Inspection

Charger online:
Offline indication:
Charger’s internet connection:
Login configured correctly:
Cat5/6 cable verified:
ICN details correct:
3 of 5 bars for 4G:
Modem powered on:
LEDs show internet connection:

Change

Additional Checks

CORE Load Management:
Power meter ON:
Network and electrical connections good:
Charger accessible through the charger app:
Can start charging session:

Change

Fault Report

Fault Report:

Change

Resolution Report

Resolution Report:

Change

Outcome

Now functional:

Change

Photos & Additional Details

Photos:	None
Other information:

Change

Agreement(Required)

Please confirm that you agree to JET Charge’s Terms of Use and Privacy Policy.

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Agreement(Required)

JET Charge may need to attend your site to complete works related to your request. Please confirm that you accept JET Charge’s Terms and Conditions for site attendance.

Hardware Support

Have a hardware issue? Let’s help you fix that.

Looking for a faster fix for your charger?

Can’t find a troubleshooting solution?

Get Started

Your Details

Your Hardware

Charger Issues

Charger Checks

Detailed Inspection Checks

Visual Inspection

Electrical Inspection

Communications Inspection

Additional Checks

Functional Test

Fault Report

Resolution Report

Outcome

Photos & Additional Details

Confirmation

What’s the issue

Your Details

Hardware details

Charger Checks

Detailed Inspection Checks

Visual Inspection

Electrical Inspection

Communications Inspection

Additional Checks

Fault Report

Resolution Report

Outcome

Photos & Additional Details

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