Create a support ticket
This page informs how and where to create a ticket for your question or issue.
When a possible issue with the charger has been determined or you have a general question regarding charge points from Alfen you can create a support ticket. The tickets can be created at the support portal support.alfen.com. We have several types of support tickets.
Request for Information
A general question regarding Alfen Charging Stations. Anyone can create an information ticket.
Request for Service
an example of a service request would be requesting an engineer on location or a repair at the factory (carry-in repair).
The request must come from the ChargePoint Operator as registered with Alfen.
Here are some tips when creating a ticket so all necessary information is shared
- Make sure that the problem description is brief but includes specific details.
- Describe the symptom you are experiencing or noticing.
- Describe the steps for reproducing the issue.
- Share what steps you already took to investigate the issue.
- In case a specific vehicle is involved, please mention this as well.
- If you have diagnostics available, please add this to the ticket.
Make sure the data matches the time and date of the incident.
Please see ‘How do I retrieve the logging information of a charging station?’ on how to gather a logfile.