Overview
As a Charge Point Operator (CPO) on the Wevolt Network, you are fully responsible for the operation, maintenance, connectivity, and support of your charging stations. This article explains what to do when a charger goes offline or stops working, what your obligations are under your CPO Agreement, and how to ensure EV drivers can reach you for help.
For the wider picture of what's included in your Licence (Software Support) versus what is a paid engagement (General Support), see Technical support for CPOs: Software Support vs General Support.
Keep your support contact details up to date
This is your responsibility
EV drivers contact you — not Wevolt — for issues with your charger. The support contact details shown to drivers in the Wevolt App come directly from your Location settings in the Wevolt Hub. You must keep these accurate at all times.
When an EV driver taps the Help button on your charger listing in the Wevolt App, they are shown the Support Contact Name, Support Contact Email, and Support Contact Number you have listed for that location. If these details are missing or out of date, drivers have no way to reach you.
How to update your support contact details
Follow these steps in the Wevolt Hub:
- Log in to the Wevolt Hub at hub.wevolt.com.au.
- Go to Location Management in the left-hand menu.
- Select the relevant location.
- Click Edit and update the Support Contact Name, Support Contact Email, and Support Contact Number fields.
- Save your changes.
✓ Tip
If you manage multiple locations, check each one separately. Support contact details are set per location, not per account.
What if I want Wevolt to handle driver support?
Wevolt can take on charger support on your behalf, but this is not included in your standard Wevolt licence. A separate support agreement and applicable fees will apply. To discuss this option, email contact@wevolt.com.au — and see Technical support for CPOs: Software Support vs General Support for the PO and quote workflow.
Your charger operation responsibilities
Under your CPO Agreement (Clause 3.1), you are required to ensure:
- Each charging station is operational, fit for purpose, and complies with applicable laws.
- Each charging station has an adequate and consistent internet connection.
- You have full responsibility for the installation, operation, management, and maintenance of your chargers.
- You provide a safe environment for Charger Users.
- You respond to queries from Wevolt regarding your chargers within 24 hours (Clauses 3.1g and 10.2).
Wevolt is not responsible for charger hardware, power supply issues, or internet connectivity problems. These are the CPO’s responsibility under Clauses 4.5 and 23.2 of your Agreement.
What to check when a charger goes offline
Before contacting Wevolt, please check the following:
- Connectivity — Internet / network connection at the site
- Power — Power supply to the charger is active and stable
- Hardware — No physical damage or fault indicator lights on the charger
- Firmware — Charger firmware is up to date (contact your charger manufacturer if unsure)
- Wevolt Hub — The charger appears correctly in your Wevolt Hub dashboard
What Wevolt can and cannot help with
| Wevolt CAN help with | Wevolt CANNOT help with |
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General Support (e.g. connecting a charger, firmware updates, hardware troubleshooting) is not included in your Wevolt licence. Wevolt may provide General Support for an agreed fee. Raise the request via the PO/quote workflow described in Technical support for CPOs: Software Support vs General Support.
Suspension risk for non-operational chargers
Important
If your charger has been non-operational for five or more Business Days, Wevolt has the right under Clause 11.1(e) to mark it as Unavailable on the Wevolt Network.
Wevolt also monitors the nature and frequency of complaints from Charger Users (Clause 10.4) and reserves the right to take corrective action, including suspending your account, where an unacceptable number of complaints are received.
When to contact Wevolt
Contact Wevolt at contact@wevolt.com.au if:
- You believe the issue is caused by a Wevolt Software malfunction (not a hardware, power, or connectivity issue on your end).
- Your charger is showing an unexpected error in the Wevolt Hub that you cannot resolve.
- You want to discuss a General Support or driver support arrangement (fees apply).
Please do not contact Wevolt for issues that are your responsibility as a CPO. This helps us keep response times fast for everyone on the network.
Related articles
- Technical support for CPOs: Software Support vs General Support — the full Software/General Support framework and PO workflow
- How Do I Get Started? — CPO front-door onboarding
- Adding a Charger in Wevolt Hub — self-serve charger setup
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