If you suspect a fault:

1. Check the charger screen – Look for any warning messages or lights indicating a fault.
2. Log in to VEV-IQ – The charger’s status will display as “Faulted” if there’s an issue.

If you notice a fault with a charging station, please raise a support ticket using one of the following methods:

1. Submit our support form
2. Call +44 7700160424 (quoting your site number)
3. Support@vev.com

Once your ticket is raised:

1. VEV logs the issue in the assurance system.
2. VEV diagnoses the fault to identify the cause.
3. VEV initiates the assurance process and takes the necessary steps to resolve the issue.

To log in:

1. Go to your company’s VEV-IQ portal.
2. Enter your username and password, or
3. Use Single Sign-On (SSO) if available.
4. If you still can’t access your account, contact your Account Manager or log a support ticket with our team.

If your RFID card isn’t working:

1. It may not be registered to your site in VEV-IQ.
2. Ask your Site Manager to add or update your RFID in VEV-IQ.

1. Select the connector you want to use.
2. Tap your valid RFID card (if required).
3. Plug in the charger to your vehicle’s charging port.
4. Wait for the charger screen to confirm the session has started.
5. You can also monitor live progress through VEV-IQ

For DC chargers:

• The charger screen shows the vehicle’s state of charge, energy delivered, and consumption.
• If you’re not near the charger, you can log in to VEV-IQ (via web or mobile app) to view the live charge status.

AC chargers do not have the ability to read state of charge of the vehicle in-session.

• In VEV-IQ, each charger shows its status:
  • Available – ready to charge
  • In Use – currently charging, or sitting idle
  • Faulted or Unavailable – not operational

To view your past sessions:

1. Open the VEV-IQ Web App or Mobile App.
2. Go to Session History.
3. Use filters to view details such as:
   • Number of sessions
   • Total energy consumption
   • Charging times
   • Site usage data