Hardware Support - JET Charge

This form provides questions that will help you troubleshoot and submit a request for technical support for a non-functional or malfunctioning EV charger, CORE or accessory.

See hardware specific troubleshooting guides here.

Support Request – Hardware

Who is completing this form?(Required)

Electrician or Contractor

EV Charger Owner

For End Customers, kindly proceed with the “Hardware Issues” form by clicking here.

Contact Details

Name(Required)

First Last

Email(Required)

Purchase Details

JET Charge order reference

E.g. SOSW1234

Claim Details

What is the hardware(Required)

Charging Cable

Charger, CORE or Other

Reason for claim(Required)

Additional Information

Please provide additional information.

Please attach any photos

Max. file size: 128 MB.

Does the cable have any visible damage?(Required)

Yes

A brief description of the fault(Required)

A photo of the cable(Required)

Max. file size: 128 MB.

If damaged or what’s happening when plugged into vehicle.

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

Yes

What is the suspected issue?(Required)

Number of chargers not working(Required)

Manufacturer(Required)

Please enter the manufacturer below.

Autel Product Type

Schneider Product Type

JET Charge Product Type

Circontrol Product Type

Starcharge Product Type

Tesla Product Type

Wallbox Product Type

Myenergi Product Type

ABB Product Type

Kempower Product Type

Zerova Product Type

X280 Product Type

Tritium Product Type

Please enter the model below.

Serial Number(Required)

Questions to ask the owner or driver

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.

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

Yes

These may be set in the vehicle or charger app.

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

Yes

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

Yes

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

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

Don’t know

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

Yes

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

Assessor Details

We recommend a licensed electrician attends site in order to complete a visual, electrical and communications inspection. The following questions guide you through the on-site assessment and create a record to enable a faster resolution.

Assessor Lic #(Required)

Assessor Company(Required)

Site Details

Address

Street Address City State Post Code Country

Inspection Results – Visual

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

Yes

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

Yes

See hardware specific troubleshooting guides

What were the steps you took and what was the outcome?(Required)

Any noise or buzzing sound from charger?(Required)

Yes

Any signs of cable / socket damage?(Required)

Yes

E.g. water or impact damage

Please upload photos of damage(Required)

Max. file size: 128 MB.

Please provide additional notes(Required)

Any accessories installed?(Required)

Yes

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

Please upload photos of accessories

Max. file size: 128 MB.

Please provide further details(Required)

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

Inspection Results – Electrical

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

Yes

Please upload any photos(Required)

Max. file size: 128 MB.

Please provide further details(Required)

Is the charger switched on?(Required)

Yes

Look for any visible indicators on LCD/LED Lights

Photo of indicator lights(Required)

Max. file size: 128 MB.

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

Yes

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

Yes

Photo of isolator

Max. file size: 128 MB.

Are all terminations correct and acceptable?(Required)

Yes

Please provide details(Required)

Photo of terminations(Required)

Max. file size: 128 MB.

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.)

Inspection Results – Communications

Is the charger online?(Required)

Yes

Checking for internet connection

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

Yes

Is the intended connection to the internet through Wi-Fi/Ethernet/4G?(Required)

Wi-Fi

Ethernet

Not intended to be connected

Wifi

Are the login credentials configured correctly?(Required)

Yes

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

Ethernet

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

Yes

Verify that all crimp connections are done correctly

Are the ICN details correctly setup?

Yes

N/A

Not sure

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

Cellular 4G Modem

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

Yes

Use phone reference

Is the modem powered ON?(Required)

Yes

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

Yes

Additional Questions

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

Yes

Connected to other Load Management

Don’t Know

Is the power meter ON?(Required)

Yes

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

Yes

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

Yes

Not sure

What firmware version is the charger on?

Firmware version can be found on the charger app.

Functional Test

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

Yes

Photo of outcome(Required)

Max. file size: 128 MB.

Fault Report

List any faults picked up here

Resolution Report

List any changes, repairs or replacements done here

Option to upload additional photos

Max. file size: 128 MB.

Outcome

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

Yes

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.

Support Request – Hardware

Contact Details

Purchase Details

Claim Details

Questions to ask the owner or driver

Assessor Details

Site Details

Inspection Results – Visual

Inspection Results – Electrical

Inspection Results – Communications

Wifi

Ethernet

Cellular 4G Modem

Additional Questions

Functional Test

Fault Report

Resolution Report

Outcome

Get in touch

Hide below if unit owner or tenant is selected

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