Getting Help and Support on SpotCharge

Help Resources Available

SpotCharge offers multiple ways to get help, whether you need quick answers or personalized support.

1. Help Center (Start Here)

Access: /help or click "Help" in top navigation

The Help Center contains articles organized by category:

Getting Started: Account setup, basics
For Drivers: Finding stations, reviews, favorites
For Station Owners: Claiming locations, managing listings
Billing & Payments: Subscription management
Account & Profile: Settings, privacy, security

How to Use:

Browse categories
Click article to read full guide
Use search bar for specific topics
Vote "Was this helpful?" to improve content

Pro Tip: Bookmark frequently accessed articles for quick reference.

2. Search Help Articles

Quick Search:

Click "Help" → Enter keywords in search bar
Example queries: "how to claim", "payment methods", "upgrade subscription"

Search Tips:

Use specific keywords ("claim location" not just "location")
Try different phrasings if first search doesn't work
Check spelling (though fuzzy search is forgiving)

3. Contact Support

When to Contact Support:

Can't find answer in Help Center
Account-specific issues
Payment/billing problems
Technical bugs
Feature requests

How to Contact:

Email: support@spotcharge.io

Include account email
Describe issue clearly
Attach screenshots if helpful
Mention error messages

Support Form: /support

Pre-filled with account info
Categorize your issue
Track ticket status

Response Times:

Free users: 2-3 business days
Premium: Within 24 hours
Premium Multi: Within 4 hours

4. Community Resources

Blog: /blog

How-to guides
Feature announcements
EV charging tips
Network comparisons

Social Media:

Twitter: @SpotCharge (updates, tips)
LinkedIn: SpotCharge (industry news)
Facebook: SpotCharge Community (user discussions)

5. Emergency Station Issues

Immediate Safety Concerns:

If a charging station has immediate safety issues (exposed wires, sparking, etc.):

Do not use the station
Move away from the equipment
Call 911 if there's immediate danger
Contact the property owner (if posted)
Report to SpotCharge via "Report Issue" button on station page

Non-Emergency Issues:

Broken charger
Occupied by non-EV
Access problems
Pricing discrepancies

Report via the station page's "Report Issue" button. Owner will be notified.

Common Questions (Quick Answers)

How do I reset my password?

Visit /sign-in → "Forgot Password" → Enter email → Check inbox for reset link.

How do I claim a charging station?

Visit the station page → Click "Claim This Location" → Provide verification → Submit for review.

How do I upgrade my subscription?

Dashboard → Subscription → Click "Upgrade" → Choose plan → Enter payment info.

How do I delete my account?

Dashboard → Account Settings → Scroll to bottom → "Delete Account" → Confirm.

Who do I contact for billing issues?

Email billing@spotcharge.io or use support form with "Billing" category.

Support Ticket Best Practices

Provide This Information:

Your account email
What you were trying to do
What happened instead
Error messages (exact wording)
Screenshots (if applicable)
Browser and device (if relevant)

Example Good Ticket:

Subject: Cannot upload photos to claimed location

Account: owner@example.com Location: Downtown Garage (ID: 12345) Issue: When I click "Upload Photo", the page refreshes but photo doesn't appear. No error message shown. Browser: Chrome 120 on Mac Screenshot attached.

Example Poor Ticket:

Subject: Help

Photos don't work. Fix it.

Help Center Improvements

Help us improve:

Vote "Was this helpful?" on articles
Submit feedback if articles need updates
Request new articles via support form
Report broken links

Enterprise Support

For Large Networks (6+ locations):

Dedicated account manager
Custom onboarding
Phone support
Custom SLAs

Contact sales@spotcharge.io for enterprise inquiries.

Self-Service Tools

Before contacting support, try:

Account Issues:

Clear browser cache/cookies
Try incognito/private browsing
Use different browser
Check internet connection

Billing Issues:

Dashboard → Subscription → View detailed usage
Check spam folder for billing emails
Verify payment method is current

Station Issues:

Refresh the page
Check if other users reported same issue
Verify station hours (may be closed)

Still Need Help?

We're here for you. Choose the best option:

Browse Help Center: /help
Search Articles: Use search bar above
Email Support: support@spotcharge.io
Submit Ticket: /support

Average response time based on your tier:

Free: 2-3 business days
Premium: 24 hours
Premium Multi: 4 hours