Charge app not registering my devices?

Hey ​@Amthomas 

Sorry to hear about this, though I’m glad to see Blastoise186 has already stopped by with some really helpful advice to reach out to the Charge Anytime team about this if you’ve not been able to get connected over the weekend.

Do let us know how you get on.

Still not resolved this. We followed troubleshooting advice and managed to add the car in devices but when we are charging the car it is not showing as connected on the app and it is therefore not reducing the miles charged from the paid for monthly plan. So we are effectively paying twice ?

Really need help to resolve. Have called and raised a ticket but had no response

have emailed for over a week and no response ?

how can we get this resolved ?

Hey ​@Amthomas, 

I reached out to one of our team members, and they're wondering if you happen to have a Volkswagen EV? If so, there’s a recent vehicle software update you’ll need to complete. After that, you’ll just have to delete the car from the system and then add it back in for everything to work again.

I hope this helps! If you have any questions or want me to follow up, just let me know.

Hi Chris no its an Andersen Charger A3, connecting to a Porsche Macan

still no response to any of my emails. A ticket was raised 10 days ago but no response

what can I do to get this fixed? 

last time I called I needed 1hr 30 free as 45 min wait, 45 on the phone and no resolution 

I just need help from someone to resolve asap

Hey ​@Amthomas,

Do you happen to have the ticket number? I'd be happy to follow up on it and see where things stand! I heard they were working through a bit of a backlog, and the response time was around two weeks, but don't hold me to that!

Also, my colleague Alex was wondering if you've had a chance to delete the vehicle from Charge Anytime and then link it again through your Andersen charger. Let me know if you've tried that already or if trying it works for you!

Hi. I was not given a ticket number but told on the 5th December on email that a tech ticket had been raised. The issue is still on going. We have charged the car again tonight and although the car is showing on my devices when I click on Activity it is not showing as charging and it is not recording the miles being charged, i have paid 37.50 for a plan however these miles are not being used so I have therefore been charged twice. Can you arrange for this to be looked into and the plan refunded as this is creating the direct debit to increase.
My email is [removed by moderator] this was the email address the tech ticket was linked too.

this has now been 13 days without a solution so your help in resolving would be appreciated

i will try and call again tomorrow but the wait time is so long is difficult when I am working during the contactable hours