---
title: 'Driver support when charging goes wrong'
description: 'What good eMSP support looks like: session context, re-routing, refunds, and tickets CPOs can actually act on.'
author: easyplug_team
date: '2026-07-10'
categories:
  - product
  - company
tags:
  - support
  - drivers
  - sessions
  - emsp
  - app
imgSocial: driver-support-when-charging-goes-wrong.webp
imgThumb: driver-support-when-charging-goes-wrong.webp
toc_depth: 3
---

Charging support is not generic SaaS chat. The driver is often roadside, low on battery, with a cable stuck or a bill they do not understand. Response quality is measured in minutes to a working alternative — not in ticket CSAT alone.

This is how we think about support at easyplug: context first, unblock first, then explain the bill.

## Context over “how can I help?”

A good eMSP support flow already knows:

- Last or active **session ID**
- **EVSE / location** identifiers
- Error class (auth, offline, stop failed, billing)
- What the driver already tried

Opening chat without that forces people to type station numbers off a dark pole. The agent and app should attach context automatically when support opens.

## Fix hierarchy

1. **Unblock now** — remote stop, unlock, alternate charger
2. **Explain the bill** — idle fees, roaming, partial sessions
3. **Compensate if we failed** — clear refund policy when the failure is on us
4. **Feed ops** — ticket to the CPO with OCPP / OCPI IDs

Skipping to refunds without unblocking leaves the driver stranded. Skipping to “contact the CPO” without IDs wastes everyone’s time.

## Agent as first line

Many issues do not need a human:

- Session will not start → check online status → suggest next free bay → start there
- Price confusion → show tariff breakdown for that EVSE
- Power looks low → explain taper / shared power with live kW

Humans step in for locks, disputes, safety, and anything the automation cannot confirm.

## For the 2am fault

If the unit is dead, the best answer is a working alternative in about a minute — not a twenty-minute investigation on the broken one. We design support around **getting the driver moving**, then cleaning up the incident for the CPO.

## What’s next

Practical checklists: [Charger won’t start](/blog/charger-wont-start-session), [Stuck cable](/blog/session-stuck-cable-wont-unlock). Product principles: [Building a reliable eMSP driver app](/blog/building-a-reliable-emsp-driver-app).

→ [Contact us](/contact)