My charging continues in the app? My charging doesn't stop in the app? I have stopped charging on the charger, but it continues to count in my app?
We are occasionally experiencing that a charge session made on another operator's charging station does not stop, even though you have physically stopped the charge.
Unfortunately, this happens when the charger fails to send a correct stop order to our system. The app therefore thinks that there is still a charging session in progress on the charger, even though it does not recognise that there are any ongoing usage. The session itself still counts in your app. You can start new charging sessions even if you have an active session running in the app, and you will of course only be charged for the actual usage you have had at the location. You won't be charged extra, even if the charge visually continues to count in your app. ⏳
Most often, the charge disappears automatically after 1 day, as the charger ends up sending a stop order to our backend. Sometimes, however, they continue to count until we manually go in and stop it, as the charger never gets a stop order sent to us. 📥
Contact us to get it stopped, and provide the ID number of the charge, which can be read in the top corner, when you open the charge in the app. It is indicated by a hashtag followed by a series of numbers. Example: #1234567.
If you have any further questions, you are more than welcome to contact us. Contact our technical support at +4532266299 or write us at support@spirii.com. You can also simply click "Submit a request" below this article.