Use this guide if you operate chargers on the Wevolt Network and need help with a technical issue. It explains what technical support is included with your Wevolt Licence, what falls outside that, and how to request paid assistance when you need it.
This applies to all Charge Point Operators (CPOs) and Charge Point Managers (CPMs) using the Wevolt Hub, whether you run a single charger or a fleet across multiple sites.
Quick answer: Software Support or General Support?
Technical support sits in one of two categories. Knowing which one applies saves time on both sides and tells you whether a fee applies.
| Category | What it covers | Cost |
|---|---|---|
| Software Support | Defects in Wevolt Hub, App, LMS, or White Label App. | Included with your Licence. |
| General Support | Anything else — charger hardware, internet, firmware, onboarding, training, systems not owned by Wevolt. | Paid. Quoted and approved before work starts. |
This split comes from your Charge Point Operator Agreement, clause 4.6 and clause 5.
Software Support — included with your Licence
Software Support covers anything that is reasonably a defect in Wevolt's own software. If something in the Hub, App, LMS, or White Label App isn't behaving the way the product is designed to behave, that's on us to investigate and fix.
Examples
- A Hub screen returns an error or won't load.
- A Charger User reports a payment processed twice for the same session.
- Tariff settings save in the Hub but don't apply to sessions.
- RFID groups behave inconsistently with what the Hub UI shows.
- Reporting figures don't reconcile with session-level data.
How to request Software Support
Email contact@wevolt.com.au with: a short description of what you did, expected, and saw; the charger ID, session reference, or Hub screen involved; the date and time; a screenshot if visible on screen.
✓ Software Support is free
If the issue is a defect in Wevolt Software, there is no charge — that's what your Licence covers.
General Support — additional, paid
The Wevolt Hub is designed to be self-onboarded and self-managed. Wevolt is the software provider, not the operator of your chargers. Under your Agreement (clause 3.1) you are responsible for the operation, maintenance, internet connectivity, and compliance of every charger you connect.
When you need our hands-on involvement beyond fixing a defect in our software, that's General Support. We're often happy to help — but it's a paid service, quoted upfront.
What General Support covers
Per Agreement clause 4.6, General Support includes (but isn't limited to):
- Connecting a charging station to the Wevolt Hub.
- Integrating a non-compatible charger.
- Updating firmware on a charger.
- Maintaining or managing a charger on your behalf.
- Addressing hardware issues with a charger.
- Diagnosing connectivity, network, or infrastructure issues outside Wevolt Software.
- Training on the Wevolt Hub.
- Customising or modifying the Hub for your specific requirements.
✓ Commissioning a new charger
Getting a new charger connected and live on the platform is a common General Support request. See Commissioning Support: What's Included and What's Paid for the fee and the process.
Common example: "my charger is offline, can you reconnect it?"
This is the most frequent General Support request we receive. The charger hardware, the SIM or Wi-Fi connection, and the on-site network are all things you own and operate — Wevolt's software doesn't control them. Diagnosing why a charger has dropped its connection usually means working with your hardware vendor's portal, your site's network, or a person physically at the charger.
We can help — through a paid engagement. We can't do it as a free, ad-hoc favour, because the work is hands-on, time-bound, and outside the software we license to you.
⚠ Important: first-line checks are yours
Before raising a General Support request for an offline charger, confirm: the charger has power, the site's internet is up, the charger is visible in the manufacturer's own app or portal (Smappee, ABB, Kempower, etc.), and a power-cycle hasn't restored it. These basic checks resolve most cases without needing paid support.
How to request General Support
Per Agreement clauses 5.5 and 7.1(c), General Support fees are agreed in writing before work begins. The workflow:
- Email contact@wevolt.com.au with charger IDs, site details, and the first-line checks you've already done.
- We scope and quote. You receive an estimate of the work, the rate, and any external costs (e.g. site-visit travel).
- Raise a Purchase Order (PO) against the quote, or reply confirming acceptance in writing.
- We schedule and complete the work. You receive an invoice referencing your PO once it's done.
No General Support fee is incurred without your written acceptance of the quote or a corresponding PO. If you'd prefer to investigate the issue yourself, that's completely fine — just let us know.
What about queries from my Charger Users?
Per clause 10.2, you must help Wevolt respond to queries from users of your chargers within 24 hours when we request it. If a Charger User contacts us about a session at one of your chargers and the issue isn't a Wevolt Software defect, we'll route the query to you. Conversely, if your Charger Users contact you about a Wevolt App or payment issue, send them to contact@wevolt.com.au — we handle App-side issues directly.
Still need help?
Email us with the detail above. If it's Software Support, we start work. If it's General Support, you'll get a quote first.
- Email: contact@wevolt.com.au
- Website: wevolt.com.au
Related articles
- Commissioning Support: What's Included and What's Paid — the $250 + GST paid service to get a new charger live, and how it's billed.
- How Do I Get Started? — CPO front-door onboarding.
- My Charger Is Offline or Not Working — the specific case: what to check first and when it becomes a paid request.
- Adding a Charger in Wevolt Hub — self-serve guide to connecting your first charger.
- Wevolt LMS site/charger onboarding guide — self-serve load-management setup.
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