Card Refused or Rejected – Troubleshooting Guide

This article provides step-by-step troubleshooting instructions for resolving issues when a charge card or RFID tag is refused or rejected by a charging station.

 

1. Local Authorization – Standalone Charger

Whitelist Capacity:
- Local list via back office: up to 800 charge cards
- Whitelist stored locally in charger: up to 1200 charge cards

To Add a Card to the Local Whitelist:

1. Open the ‘Authorization’ tab in the charger’s configuration interface.
2. Ensure both ‘Whitelist enabled’ and ‘Local list enabled’ are checked.
3. Under the ‘Whitelist’ section, click ‘Auto add’.
4. Present the charge pass to the charger.
5. The card will be automatically added to the whitelist.

 

2. Master Key Setup – Standalone Charger

To Configure a Master Key (e.g. for service engineers):

1. In ACE Service Installer, go to the ‘Authorization’ tab.
2. Click ‘Master key’ in the left-hand menu.
3. Enable ‘Master key mode’ and click Save.
4. Go to the ‘Whitelist’ menu.
5. Select the tag to assign as a Master Key.
6. Click the edit icon.
7. Set Status to ‘Master Key’ in the pop-up.
8. Click OK to confirm.

Note: A Master Key cannot be used for regular charging.

 

3. Online Charger – Connected to Back Office

If the charger is online:

• Authorization is managed by the back office.
• A card may be refused if it is not recognized or inactive.

Advice:
Contact the back office provider to:
- Verify the card/tag status.
- Activate or update the card if needed.

 

4. Card Not Being Read – RFID Reader Issue

If no cards are recognized, check the NFC reader:

In ACE Installer:

1. Go to ‘Sub devices’.
2. Look for:
   - NFC-RFID reader hardware version: N/A
   - NFC-RFID reader software version: N/A

This indicates the NFC reader is not detected.

Possible Causes:
- Loose connection
- Faulty NFC reader

Advice:

• Disconnect the charger from power for 20 seconds.
• Reconnect and check again.
• If the issue persists, the RFID reader is likely defective.

Submit a Request for Service via support.alfen.com if replacement is needed.

 

Frequently Asked Questions (FAQ)

Q1: Why is my charge card being rejected?
A: It may not be authorized locally or recognized by the back office. Follow the steps above to verify.

Q2: Can I use a Master Key to charge my vehicle?
A: No, Master Keys are only for service access and cannot be used for regular charging.

Q3: What does it mean if the NFC reader shows version N/A?
A: It means the charger cannot detect the reader. Try rebooting the charger or request service if the issue persists.

Q4: How many cards can I store locally?
A: Up to 1200 cards can be stored in the charger’s local whitelist.