Fault in the depot operator's backend
If authentication of the RFID card fails even though the RFID card and the agreement are correct, the cause is often in the depot operator's backend, that is, the system they use to operate their charging stations. In this case, support checks the logs and resolves the fault with the depot operator.
1.Prerequisites for fleet managers
As a fleet manager, you have already gone through the checklist in the article RFID card not accepted.
2.Step by step - Fleet manager
- 1.Please contact support at support@depotcharge.com.
- 2.Please provide the date, time, site or charging point and, depending on the situation, the UID or card number of the RFID card, so that we can quickly locate the charging attempt.
- 3.Our support team will then check the logs to see whether the request reached BGL Charge and will usually get back to you within a few minutes; in exceptional cases, within a few hours.
3.Prerequisites for depot operators
As a depot operator, you have connected your charging points to BGL Charge.
4.Step by step - Depot operator
- 1.First, check in your backend whether the affected charging points are shown as connected.
Then, in BGL Charge, go to Sites and, in the Charging points tab, check the Connection status column.
- 2.If there is a fault with your backend, please contact support at support@depotcharge.com.
- 3.If all charging attempts fail with the message "Data connection disrupted", you may be routing your connection to a partner backend.
If that backend fails, it can affect all charging attempts, and support will then contact the partner.
5.Result
Support resolves the fault with the depot operator and gets back to you as soon as it has been fixed. In the event of an acute fault, the partner can be temporarily removed from the forwarding and reconnected later.
6.Note
Even if authentication does not go through, the RFID card may be fine. Nevertheless, check the RFID card and the agreement first, because that is where the cause most often lies.