If a user group cannot be activated on a charging group, there may be several reasons. Below, you will find explanations for the different error messages and how to resolve them

Charging Station offline

  • A charging group is offline if there is no connection between the reev backend and the controller charging station of the group. This is usually due to the cellular connection of the SIM card, which is installed in the controller charging station, not being active. A physical restart of the charging group often helps to re-establish the connection. If this does not solve the problem or if it occurs frequently, please contact our support team.
  • You can find more information about offline charging groups in this article. 


Missing GPS Coordinates

  • To activate the eRoaming user group for a charging group, the GPS coordinates of the respective charging group must first be entered in the reev Dashboard. The GPS coordinates are required to help users of our EMP partners easily find your charging group. 
  • This article explains how to enter the GPS coordinates.


Missing EVSE-ID

  • EVSE-IDs serve as individual identifiers for charging points and are required for both public charging and charging via the reev app. The EVSE-IDs of a charging point are always displayed on the QR code sticker near the charging point and have the format DEONEXXXXX.
  • This article explains what to do if the EVSE-IDs are not yet registered in the reev Dashboard.


Ad Hoc User Group Already Exists

  • Unlike other user groups, there can only be one "Ad Hoc Charging" (Spontaneous Charging) user group activated per charging group. If two "Ad Hoc Charging" user groups are activated on the same charging group, the reev backend would not know from which group to process the spontaneous charging session or which tariff to apply.


Charging Group Must Be Compliant with Calibration Law

  • German legislation requires that charging stations, through which chargeable services are offered, must be compliant with calibration law. Therefore, no user groups with automatic billing (including Ad Hoc and eRoaming) can be activated on stations that are not compliant with this law.
  • More information on calibration law compliance can be found here: https://reev.com/eichrecht-in-der-emobility/

Support

Do you have further questions or other concerns? Contact us via the button below. If this article did not answer all your questions or if you have suggestions for improvement, we welcome your feedback.

Your reev Team