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There seems to be a problem with a transaction. How do I check this?

Sometimes you see transactions and you need to check if the transaction is registered correctly. This article explains how to check the logs of your charging station.


A. Check if the charge pass is registered correctly

B. Check if the transaction is registered correctly




A. Check if the charge pass is registered correctly

  1. Navigate to the asset by clicking on “Assets” in the left menu. 
  2. Go to the tab activity
  3. When a charge pass was accepted it is marked as ‘accepted’. If you don’t see the activity of this charging session then go to the next step. 
  4. Go to the tab “logs”. 
  5. Under “Actions” select for the “Authorize” logs. Check if the authorize log has been registered. 
  6. If you don’t see the authorize log for your charging session then there may be a problem with the charge pass or the card reader. It is also possible the charging station has problems with registering and sending logs. 

Solution

  • If your charge pass did not work on your charging station, test if the charge pass works on another charging station. If the charge pass still does not work then contact the supplier of your charging pass (eMSP). 
  • If the charge card works on another charging station, please contact your installer to check your charging station and its log registration. If you are an installer and need help, please contact the manufacturer for more information. 



B. Check if the transaction is registered correctly

  1. Under the tab “transactions” check if the transaction is registered correctly. If you see any errors in the transaction data then go to the next step. 


    Compare the transaction record to the transactions logs
  2. Go to the tab “Logs”. 
  3. Under “Actions” select “StartTransaction” and “StopTransaction”
  4. Check the timestamps and transaction ID’s.

  5. Check if the start and stop transactions have the same transaction ID’s. Every “StartTransaction” needs to have a corresponding “TransactionID” in the “StopTransaction”. If you miss one log then write down the Transaction ID and timestamp of the other log.
  6. If there is a problem with the amount of kWh charged then check the “meterStart” in the “StartTransaction” log and the “meterStop” in the “StopTransaction” log. 
  7. Subtract the “meterStart” from the “meterStop”. You then get the amount of charged Wh.
  8. If this is not the right amount charged then there may be a problem with the meter registration of the charging station.

Solution

  • If any of the logs is missing or has incorrect data, contact your installer to check why the charging station logs contain errors or has missing logs. If you are an installer and need support, contact the manufacturer.  
  • If all the logs are correct, but there is still a mistake in the transaction record under the tab "Transactions", please contact Maxem Support by creating a ticket at the top of this page. Please attach screenshots of the corresponding logs. 


Other errors

If you suspect there is an error in the charging station then consult this article:

https://support.maxem.io/de-laadpaal-start-niet-met-opladen-of-is-in-storing