Support for Engineers and Installers

Are you the owner of the charge point, or are you carrying out work on behalf of another party? This determines how you can request support.

• You purchased the charge point yourself through a reseller or technical wholesaler

  • Contact your supplier for first-line support.

  • You may also choose to take over the management for the charger(s) to your company.
    This can be arranged by creating a ‘Transfer of Management’ ticket through support.alfen.com by providing the serial number of the charge point(s).  
    Please note that a charger can only be registered to a company and it is NOT possible the register a charger to an individual

  • Once the current administrator approves the transfer, you can submit support requests independently and receive direct support from Alfen.
     

• You did not purchase the charge point yourself through a reseller or technical wholesaler.
  Please note: Without management rights, Alfen cannot provide direct service or support.

  • Contact the contracting party for installation questions, fault reports, or service requests.

  • This party is responsible for the charge point and will usually have its own technical support channel.

  • In this case, you cannot request management access to the charge point or receive direct support from Alfen.
    Of course we can still answer general questions on our chargers.

• We advise to always first check this knowledgebase to find an answer to your question.
  The contents are constantly updated with new information to provide 24/7 self service.
  Here you will find:

  • Manuals and installation instructions

  • Step-by-step troubleshooting guides

  • Articles on administration, installation, and troubleshooting diagnostics
     

• Did not find an answer to your question?
  Everyone can raise a general ‘Question’ on our support portal.
  Our team will answer non-charger specific questions on configuration, installing and using our chargers.
  In ‘Questions' we can not handle repair-requests or assist in issues that require charger sensitive information.
   

• In case your company is the registered ChargePoint operator for the charger, in our portal you are able to:

  • Request charger-specific assistance v-ia an ‘Advise’ ticket, our specialists can provide more detailed support.

  • By creating an ‘onsite’ or ‘carry-in’ ticket you can initiate the repair process for one or multiple-chargers at the same address.