Reporting Charging Station Issues

When to Report an Issue

Report problems when:

• Charger is broken or malfunctioning
• Station information is incorrect
• Access problems (locked gates, unclear signage)
• Safety concerns
• Pricing discrepancies
• Operational status is wrong

Reporting helps:

• Warn other drivers about problems
• Notify station owners to fix issues
• Keep SpotCharge data accurate
• Improve the charging network

Types of Issues You Can Report

1. Equipment Problems

Broken or malfunctioning chargers:

• Charger won't start
• Error codes on screen
• Cable damaged or won't release
• Payment system not working
• Display screen broken

What to include:

• Which port(s) are affected
• Error messages or codes
• What you tried before reporting
• When the problem occurred

2. Incorrect Information

Station data errors:

• Wrong address or location
• Incorrect connector types listed
• Wrong power output (kW)
• Outdated hours of operation
• Incorrect pricing information
• Wrong number of ports

What to include:

• What's wrong
• What it should be
• How you verified the correct info

3. Access Issues

Problems reaching or using the station:

• Gate locked (but hours say it's open)
• No signage or hard to find
• Parking spots blocked
• Station removed or relocated
• Access code changed

What to include:

• When you visited
• What prevented access
• Photos if helpful

4. Safety Concerns

Immediate safety issues:

• Exposed wiring
• Sparking or smoking equipment
• Pooling water near electrical equipment
• Physical damage to charger
• Unsafe parking area

IMPORTANT: If there's immediate danger:

1. Do not use the equipment
2. Move away from the hazard
3. Call 911 if necessary
4. Report to SpotCharge AFTER ensuring safety

5. Pricing Problems

Payment or cost issues:

• Charged more than advertised rate
• Hidden fees not disclosed
• Payment method not accepted
• Billing errors
• Membership discount not applied

What to include:

• Advertised price vs. actual charge
• Screenshot of receipt/billing
• Payment method used
• Date and time of charge

How to Report an Issue

Method 1: From Station Detail Page

Step-by-step:

1. Visit /locations
2. Find and click the station
3. Scroll to bottom of page
4. Click "Report Issue" button
5. Select issue type from dropdown
6. Describe the problem (be specific)
7. Attach photos if helpful (optional)
8. Submit report

Sign-in required: Yes

Method 2: From Review

If you're already writing a review:

1. Write your review mentioning the issue
2. Rate affected categories lower (e.g., Reliability)
3. Include specifics in review text
4. ALSO submit formal report via "Report Issue" button

Why both? Reviews warn other drivers immediately. Reports notify owners and update station status.

Method 3: Contact Support

For urgent or complex issues:

1. Email: support@spotcharge.io
2. Include:
   • Station name and address
   • Link to station page (if possible)
   • Detailed description
   • Photos or screenshots
   • Your contact info

Response time:

• Safety issues: Within 4 hours
• Other issues: 1-2 business days

What Happens After You Report

Immediate:

• Report is logged in our system
• Timestamp and your user info recorded
• Station owner is notified (if claimed)

Within 24-48 Hours:

• Owner reviews and responds (claimed stations)
• SpotCharge team verifies report (unclaimed stations)
• Station status may be updated

Follow-up:

• You'll receive email when owner responds
• Status updates sent as issue is resolved
• You can track report in Dashboard → Reports

If owner doesn't respond:

• SpotCharge may mark station as "Needs Verification"
• Data team will investigate
• Station may be flagged with warning for other users

Writing Effective Issue Reports

Good Report Example

Issue Type: Equipment Malfunction

Description: "Port 3 (CCS connector) displayed error code 'E-04' and wouldn't start charging. Tried unplugging and plugging back in 3 times. Tried restarting via app. Nothing worked.

Ports 1 and 2 were working fine - I used Port 1 successfully.

Visited: March 15, 2025 at 2:30 PM ChargePoint Station #45782 Error code: E-04

Photo attached showing error screen."

Why this is effective:

• ✓ Specific port identified
• ✓ Error code included
• ✓ Troubleshooting steps mentioned
• ✓ Timestamp provided
• ✓ Photo evidence attached

Poor Report Example

"Broken. Didn't work."

Why this is ineffective:

• ✗ No details about what's broken
• ✗ No context or troubleshooting
• ✗ Can't be acted upon
• ✗ Doesn't help owner diagnose problem

Issue Types Explained

Equipment Malfunction

Select this when:

• Charger won't start
• Error messages appear
• Cable or connector damaged
• Charging stops unexpectedly
• Display screen not working

Owner action: Dispatch technician, mark port out of service

Incorrect Information

Select this when:

• Address is wrong
• Connector types mislabeled
• Power output incorrect
• Hours wrong
• Pricing outdated

Owner action: Update listing information

Access Problem

Select this when:

• Can't reach chargers
• Gates locked unexpectedly
• No signage
• Parking blocked

Owner action: Fix access, update instructions, add signage

Safety Concern

Select this when:

• Equipment looks dangerous
• Electrical hazards
• Physical damage
• Unsafe environment

Owner action: Immediate inspection, mark out of service, safety repairs

Pricing Issue

Select this when:

• Charged wrong amount
• Hidden fees
• Discounts not applied

Owner action: Investigate billing, issue refund if applicable

Other

Use for:

• Issues that don't fit other categories
• Multiple problems
• Questions for the owner

Photos in Issue Reports

Helpful photos to include:

• Error messages on charger screen
• Damaged equipment
• Blocked access
• Incorrect signage
• Missing parts
• Safety hazards

Photo tips:

• Take clear, well-lit photos
• Show the full context
• Include charger/port numbers if visible
• Multiple angles if helpful
• Don't include other people or license plates

Upload limit: 3 photos per report

Tracking Your Reports

View all your reports:

1. Dashboard → Reports (or Activity)
2. See list of all submitted reports
3. Click any report to view details
4. See owner responses and status updates

Report statuses:

• Submitted - Owner notified, awaiting response
• Under Review - Owner/team investigating
• Resolved - Issue fixed or addressed
• No Action Needed - Report reviewed, no issue found
• Duplicate - Same issue already reported

Following Up on Reports

If the issue isn't resolved:

1. Wait 7 days after initial report
2. Add a comment to your original report
3. Check recent reviews to see if others encountered same issue
4. Contact SpotCharge support if no owner response

If issue is fixed:

• You can mark report as "Resolved" yourself
• Update your review if you left one
• Thank the owner (optional but appreciated)

Common Questions

Can I report a station I haven't visited?

Only if reporting incorrect information you can verify (e.g., station closed permanently, wrong address visible on map).

Will my report be public?

Reports are visible to station owners and SpotCharge staff only. They're not shown publicly on the station page. Use reviews for public feedback.

Can I stay anonymous?

Your name is shown to station owners but not other users. For safety issues, we may need to contact you for more details.

How long does it take to fix issues?

Depends on the issue:

• Info updates: 1-2 days
• Minor repairs: 3-7 days
• Major equipment issues: 1-2 weeks
• Safety hazards: Immediate (station marked out of service)

What if the owner doesn't respond?

After 7 days, SpotCharge may:

• Mark station "Needs Verification"
• Contact owner via other methods
• Update station status based on multiple reports
• Flag station for review team

Can I report multiple issues at once?

Yes. Either:

• Submit separate reports for each issue (recommended)
• Select "Other" and list all problems in description

Reporting vs. Reviewing

When to report (private):

• Broken equipment
• Safety hazards
• Incorrect data
• Urgent access problems

When to review (public):

• Overall experience
• Charging speed
• Amenities and location
• Value and pricing
• Recommendations for other drivers

Best practice: Do both! Report issues formally + mention in review to warn others.

Related Articles

• Writing Helpful Reviews
• Reading Station Details
• How to Find Charging Stations

Need Help?

Questions about reporting issues or problems submitting a report?

Contact Support or check our Help Center