Frequently asked questions

When an EV driver experiences an issue at a charge point — such as a plug not releasing or a charging card not working — they typically contact the helpdesk.

In many cases, the helpdesk can resolve the issue immediately by remotely stopping the session, unlocking the connector, or providing guidance to the driver.

If the issue falls outside their scope, a detailed support ticket is created — including any error codes, system logs, or other diagnostic evidence — and forwarded to the CPO’s technical team for further investigation, such as checking for hardware issues or configuration errors.

If the CPO cannot resolve the issue either, the case is escalated to the Last Mile Solutions platform team. We then investigate potential root causes at the platform level, such as network communication failures, roaming mismatches, or back-end irregularities.

This structured escalation flow ensures every issue is addressed efficiently, with clear ownership and technical follow-through at every step.

No, the helpdesk is modular and optional, just like many platform features. As a CPO, you can choose to use our helpdesk service, provide support yourself, or outsource it to another provider.

If you decide not to use our helpdesk, your customers will see a different phone number or contact details for support — based on your preferred setup.

This flexibility allows you to tailor the support experience to best fit your organization and customer.