In order to raise a service case for a charger, order a license or retrieve the default password, the charger has to be connected to your organization within our systems.
To do so, it is important to raise an asset transfer request via our Support Portal as soon as possible.
Raising an asset transfer request on our support portal
Please follow the next steps in order to raise an asset transfer request.
Navigate to our Support Portal.
Click on the button ‘Go to Charging Equipment Support Portal’
Click on the blue ‘Login’ button in the next screen:
You will land on the login page.
Log in with your e-mail address and password.
If you do not have a Support Portal account yet, create an account via ‘Sign up now’ on the bottom of the login screen.
Once logged in, click on ‘New request’
followed by ‘Charging Equipment (EVC)’
and ‘Manage your services’
In the next screen, there are two options to choose to request a management transfer:
Single Asset Transfer: Choose this option if you only want to request an asset transfer for one (1) charger
Multiple Asset Transfer: Choose this option if you want to request an asset transfer for multiple chargers at the same time
We are aiming to combine these 2 options in the future, to streamline and simplify the process.
Single Asset Transfer request
Via a Single Asset Transfer you can request a transfer for 1 charger per request.
Select the company account you wish to transfer the chargers to
Fill in the unique asset ID (serial/ACE number of the charger)
Optionally add a ‘Customer Reference number’ for your own administration.
Accept the Terms and Conditions and the Personal Data and Cookies
Click on the blue ‘Submit’ button at the bottom of the form.
Once you have submitted the request, we will automatically send an e-mail to the current service operator, asking them to either accept or reject your transfer request. If they do not respond, the current service operator will receive reminders. We also inform you when we send a reminder to the current service operator.
The current service operator has 2 weeks to accept or reject the request. If they do not respond, the chargers will be transferred to your company by default to your company without their approval.
After their response, or after the 2 weeks without their response, we will inform you via e-mail about the status.
Single Asset Transfer request overview
You can find an overview of all your Single Asset Transfer request by navigating to:
‘My Support’
‘Asset Transfers (EVC)’.
Here you can view all your requests, the current service operator and the status per request.
You can search for specific serial numbers and your own reference number you might have added.
You can also sort the overview on multiple fields or export the overview.
Multiple Asset Transfer case
Via a Multiple Asset Transfer case you can request a transfer of multiple assets via one case.
Fill out the form
Add the serial numbers of the chargers you wish to take over to the description
Add attachments if needed
Click on the blue ‘Submit’ button at the bottom of the form.
If the chargers you added in the case are free to take over, we will transfer them to your company and inform you about this via the case.
If there is an approval needed to transfer the chargers from the current service operator to your company, we will ask you to add a signed management transfer document to the case.
This document can be found, in multiple languages, on our knowledge base.
If you already know the current service operator, you could also contact them to sign the management transfer document before you create the case, so you can already add the document when you are creating the case.
If you do not know who the current service operator of the chargers is, we can verify that for you, using the serial numbers of the chargers. If it turns out that a signed management transfer document is needed, we will inform you via the case.
Please note that if you wish to transfer more than ten (10) chargers, please add an Excel file with the serial numbers to the case. Please also refer to the title of the Excel document on the management transfer document.
Multiple Asset Transfer case overview
As the ‘Multiple Asset Transfer’ option will create a case, you will find these in your cases overview.
Navigate to:
‘My support’
‘Cases’
You can search your cases on Case number, Customer Reference Number or Title.
You can also sort cases on multiple columns, such as Case Category or Sub Category, Status, Created On date and Reporter.
Private consumers
If you are a private consumer, you are not able to become the service operator of the charger.
Alfen operates on the business-to-business market only.
Please contact your current service operator for information and support, or contact another party such as an installer, to become your new service operator.
You can also find an overview of resellers and multiple installers on our website.
If you do not know who the current service operator of your charger is, you can raise an administrative question on our support portal. Choose the option ‘Administrative changes’.
Please mention the unique serial number from the bottom of the charger (ACExxxxxx or 12345R678).