If you are unable to access your charger due to password issues, please follow the secure process below.
Summary of Initial Troubleshooting Steps
Attempted both default passwords from the Alfen Web shop
Attempted your custom password (if one was set)
Tried resetting the password using the Password Recovery Code (if available)
If none of these steps resolved the issue, please continue with the instructions below.
1. If You Still Cannot Access the Charger
If the following steps have already been attempted and still do not resolve the issue:
Default passwords from the Alfen Web shop
Your custom password
Password reset using the Password Recovery Code
Then:
Please contact your Charge Point Operator (CPO).
Only the CPO is authorized to request password‑ or security‑related support.
The CPO must submit a “Password and Security” case to Alfen Support in the portal.
2. If You Are Unsure Who Your CPO Is
If you do not know who the Charge Point Operator (CPO) for your charger is, please follow the steps below:
Create a Request for Information (RFI) case via the Alfen Support Portal
Or contact Alfen Support via Chat Support
Alfen Support will help identify the correct CPO so the secure process can continue
Information for CPOs
1. Secure Service Access (SSA) Must Be Enabled
SSA (Secure Service Access) must be enabled on the charger.
This is mandatory for Alfen Support to provide assistance. SSA can also be activated via your Backoffice system.
2. On-Site Contact Required
Please provide the following information to ensure secure and efficient remote troubleshooting:
Phone number of the end user or installer who will be physically present on‑site
Laptop available on-site that can connect locally to the charger
Preferred date and time when Alfen Support can contact the on‑site person
This information should be included in the case description or added as a comment via the Support Portal
3. Remote Assistance Procedure
Once your Password and Security case is submitted and received:
Alfen Support will contact the on‑site engineer, installer using the phone number provided
A remote session will be initiated on the on‑site laptop using TeamViewer
Alfen Support will access the charger using the ACE Service Installer Tool on the laptop, note that only Windows is supported!
Necessary troubleshooting steps will then be carried out securely and remotely
4. Option for Alfen to Contact the End User
If the end user agrees to participate in the secure troubleshooting process:
Alfen Support can contact the end user directly
The end user must be physically present at the charger
A Windows laptop must be available on‑site for local connection
The end user must be willing to join a TeamViewer remote session to allow access via the ACE Service Installer Tool