Here's the draft for the "Common Driver Questions and How to Help" article, designed as a quick reference for site hosts:
Common Driver Questions and How to Help
As an EVCS site host, drivers may occasionally approach you with questions or issues they encounter while charging. This article provides quick answers to common driver questions and guidance on how you can assist them, often by directing them to our comprehensive Driver Support Help Center for more detailed information.
The Station Won't Start Charging
How to help: Advise the driver to first ensure the charging cable connection to both the station and their vehicle is secure. Some vehicles require a very firm connection in order to successfully start a charge. Suggest they also check the station's status (availability/online) using the EVCS app or the "Locate a Fast Charger" link on the evcs.com website.
For more details and additional troubleshooting, drivers can visit: The Station Won't Start Charging
I Can't Stop the Charging Session
How to help: Instruct the driver to try stopping the session via the EVCS app (if they are an account holder) or by using the physical "Stop" button on the charger if available.
For more details and additional troubleshooting, drivers can visit: I Can't Stop the Charging Session
I Can't Disconnect the Charging Port From My Car
How to help: Remind the driver to ensure the charging session is completely stopped before attempting to unplug. Advise them to try locking and unlocking their vehicle several times, as most EVs lock the charging port for security.
For more details and additional troubleshooting, drivers can visit: I Can't Disconnect the Charging Port From My Car
Why is there a $30 or $50 hold on my credit card?
How to help: Explain that these are temporary "pre-authorization holds" placed by their bank to ensure funds are available before a session begins. The hold amount is typically released once the session is complete and the actual charge is processed.
For more details, drivers can visit: Why is there a $30 or $50 hold on my credit card?
How Much Does it Cost to Charge With EVCS?
How to help: Inform drivers that "Pay As You Go" (PAYG) costs vary by station location and are displayed on the charger or in the EVCS app. Mention that EVCS subscriptions offer significantly discounted rates compared to PAYG.
For more details, drivers can visit: EVCS Plans & Pricing
The station is prompting me to insert an RFID card, is that the same as a credit card?
How to help: Clarify that RFID cards are exclusively for commercial EVCS customers and are not for use by the general public. Drivers should use alternative payment methods like a credit card directly at the station, the EVCS app, or a QR code scan.
For more details, drivers can visit: Initiating a Pay-As-You-Go Session Via RFID Card Reader
Do your stations with 2 connectors allow for simultaneous charging?
How to help: Advise that some EVCS stations with two connectors do allow for simultaneous charging. These stations will be indicated on the station itself or within the EVCS app by displaying separate "Station ID"s for each connector.
For more details, drivers can visit: Charging FAQs
How do I pay if I don't have an EVCS account?
How to help: Inform drivers that they can pay via subscription, or as "Pay As You Go" by using a credit card directly at the station, scanning the QR code displayed on the charger, or through the EVCS app on a PAYG basis.
For more details and links to specific payment walkthroughs, drivers can visit: How to Start a Charging Session
The station appears to be broken or out of service.
How to help: If a station is offline or visibly damaged, encourage the driver to try locating a different EVCS charger nearby using the EVCS app. They should be directed to report any station damage or non-operational status to EVCS Customer Support. Alternatively a site host representative may report the issue via Site Host Support for investigation and repair.
I left an item at the charging station.
How to help: Please inform drivers that EVCS does not actively maintain a lost and found service for items left at charging stations. Drivers who have left items should connect directly with the designated site representative to inquire about misplaced belongings.