Most Common OK2Charge Support Questions

This article covers the most common support questions about OK2Charge and how they’re resolved. It’s designed for both human agents and our support chatbot to quickly guide guests and hosts to the right steps.

1. Charger is Offline or Not Working

Symptoms

App shows charger as “Offline” or “Error loading the charger”
Charger won’t start a session
Property dashboard shows charger offline

What to check

Power to the charger
- Confirm the breaker is ON.
- Check if the charger’s LEDs are lit at all.
Power‑cycle the charger
- Turn the breaker OFF for 1–2 minutes.
- Turn it back ON and wait for the charger to boot fully.
Internet/Wi‑Fi connection
- Confirm the site’s internet is working.
- Ensure the charger is connected to the correct Wi‑Fi/router if applicable.

When to contact support

If the charger is still offline or will not start a session after these steps, contact support with:

Property name and address
Charger ID or a clear photo of the QR code
Date and approximate time of your most recent attempt

Support will check the charger remotely, confirm connectivity, and advise next steps.

2. Plugged In but Car Is Not Charging or Keeps Stopping

Symptoms

Car and charger are connected but no energy flows
The car reports “charging unsuccessful”
Session starts then stops after a few minutes
Charger is beeping or shows unusual lights

What to do

Check the physical connection
- Ensure the connector is fully seated in the vehicle.
- Confirm the vehicle is in Park and ready to charge.
Restart the session
- In the app, stop any active session.
- Unplug the connector and wait ~30 seconds.
- Plug back in and start a new session in the app.
Note status lights and messages
- Check charger LED color/pattern.
- Capture any app or vehicle error messages.

When to contact support

If the problem persists, provide:

Property name and charger ID/QR photo
Date/time of your latest attempt
Screenshot of any error (if available)

Support will review session logs and charger error data, help you complete a successful session, and adjust billing if appropriate.

3. “Not Allowed to Use This Charger” or “No Permission” Errors

Symptoms

App message: “Not allowed to use this charger”
“No permission” or “Access denied” when scanning the QR code

Common causes

Account registration or verification not completed
Wrong charger or QR code for your stay/space
Charger restricted to specific residents/guests

What to do

Make sure you’re logged into a valid OK2Charge account and your profile is fully set up.
Confirm you’re scanning the correct QR code on the charger you are physically using.
If this is a resident/guest‑only charger, confirm with the property that you should have access.

When to contact support

Provide:

Property name
Photo or ID of the charger’s QR label
Email/phone on your OK2Charge account

Support will check and adjust charger permissions if appropriate, then confirm when you can use the charger.

4. Overcharges, Idle Fees, and Refund Requests

Symptoms

Charge amount is higher than expected
Idle fees applied when the car was not truly idle
Multiple connection fees after failed attempts

How billing works (high level)

Connection fee: one‑time fee when a session starts (if configured).
Energy usage: kWh consumed × site rate.
Idle fees: may apply if a vehicle remains plugged in after charging completes.
Taxes/fees: may apply depending on location.

What to send support

If you believe you were overcharged, please provide:

Property name
Date and approximate time of the session(s)
Amount(s) charged
Last 4 digits of the payment card used

Support will:

Review the session logs (kWh, duration, idle time).
Check configured rates and posted pricing.
Issue a partial or full refund if a mischarge is confirmed and send a confirmation.

5. “Why Is This Session So Expensive?” (Cost Breakdown)

Symptoms

Session amount appears higher than the posted rate
User asks “How was this charge calculated?”

What support reviews

Connection fees
Energy charged (kWh × rate)
Any idle fees
Taxes and processing fees (where applicable)

What guests/hosts should provide

Property name
Charger ID/QR photo (if possible)
Date and time of the session
Total amount charged

Support will reply with a line‑item breakdown and correct billing if something doesn’t match site configuration.

6. Canceling a Subscription, Deleting an Account, or Removing a Card

Scenarios

Moving away from a property
No longer using OK2Charge
Wanting to remove a saved credit card

Self‑service (where available)

In the app:

Go to Account or Billing.
From there, you may be able to:
- Cancel a subscription plan.
- Update or remove a payment method.

When to contact support

If you can’t complete these actions yourself, provide:

Email/phone on your OK2Charge account
Whether you want to:
- Cancel subscription only, or
- Delete the account and associated data

Support will verify your identity, then stop recurring charges and process account/card changes according to policy.

7. Changing Your Email or Account Details

Scenarios

Using a new work or personal email
Transferring account access to a new contact

What to send support

Current account email
New email address you want to use

If possible, send the request from your current email address. If not, support may ask for an additional verification detail (e.g., recent session date, last 4 digits of card).

Support will update the login/notification email and confirm when the change is complete.

8. Assigning Chargers to Properties or Syncing with a PMS

Scenarios (hosts/owners)

New charger installed and not appearing under the right property
Chargers missing from the “network list”
PMS (e.g., Guesty, Hospitable, Track) not syncing chargers or bookings

What to send support

Property name and address
Charger serial number and/or QR code photo
PMS name (if any)
Whether the PMS integration has already been connected in OK2Charge

What support does

Confirms the charger is online and visible in the admin.
Links the charger to the correct property/unit.
Verifies or completes PMS sync so reservations and usage are properly connected.

9. Guests Can’t Start a Charge (QR Code or App Errors)

Symptoms

“Error loading the charger” after scanning QR
QR scanner in app doesn’t work, or only works via phone camera
App won’t progress after payment step

Quick checks

Use the official OK2Charge app or web link (not a third‑party page).
Scan the QR code directly on the charger, not from a photo or screenshot.
Close and reopen the app/browser, then rescan and follow the prompts.

When to contact support

Provide:

Screenshot of the error
Property name and charger ID/QR photo
Date/time of the guest’s latest attempt

Support will review charger status, configuration, and user authorization, then advise how to proceed or start a host/override session where appropriate.

10. Payouts, Reporting, and Usage History (Hosts)

Scenarios

Payouts don’t seem to match dashboard activity
“Failed payouts” showing
Need annual statements or detailed usage history
Questions about dashboard metrics

What to send support

Account or property name
Payout ID(s) or the date range in question
Any specific amounts you’d like reconciled

What support does

Reconciles session activity and net revenue with bank payouts.
Explains any differences (fees, thresholds, payout timing).
Provides CSV or formatted statements for the requested period if needed.

How the Chatbot Uses This Article

Guests: Chatbot identifies the symptom (offline, not charging, access denied, billing, etc.) and guides them through the relevant section above.
Hosts/Owners: Chatbot directs them to the appropriate section for configuration, PMS sync, payouts, or reporting.
When the chatbot can’t fully resolve the issue, it collects the specific details requested under each section and passes them to a human agent along with the relevant topic.