How the OnPoint EV chargers work at your store, what to tell a driver, and when to call support.
Point drivers to the OnPoint EV app first, or the charger screen if they don’t have it
Have them try the next stall if one is blank or busy
Ask a finished car to move so the next driver can plug in
Keep carts, pallets, and store equipment off the stalls
Call 833-930-5739 if you see damage, a hanging cable, standing water, or a stall that’s been dark all shift
Don’t run charging on the store POS
Don’t unplug someone else’s car unless the driver asks or support tells you to
Don’t promise a price, a charge speed, or a repair time
Don’t reset breakers or open equipment cabinets
Don’t collect phone numbers for marketing texts
Help a driver in 60 seconds
Ask: “Do you have the OnPoint EV app?”
If no — App Store or Google Play, or pay on the charger screen.
Check the plug. Use CCS or J1772. Tesla drivers need a J1772 adapter.
Plug in until it clicks. Tap Start in the app or on the screen. Wait until the session shows charging.
Still stuck? Call 833-930-5739 from the stall. Read the station number on the charger.
Troubleshooting
If something isn’t working
Most issues are the connector, payment, or the driver didn’t tap Start. That is not a store problem.
Send the driver to the next OnPoint stall. Then call 833-930-5739 and give them the station number on the charger.
Try a different card, Apple Pay, or Google Pay in the app. If they are paying on the reader, try another card. Still failing — support line.
Wrong plug, or it isn’t seated. CCS and J1772 only. Tesla needs a J1772 adapter. Align and push until it clicks.
Unplug, plug back in, tap Start in the app or on the screen. If it still sits idle, call support.
If it’s safe, return it to the holster. If the handle, cable, or cabinet is damaged, take a photo and call 833-930-5739. Don’t use that stall.
Ask the driver to move. Idle fees may apply after the charge ends. Don’t unplug the car for them.
Keep people back. Don’t touch the equipment. Call 911 if anyone is at risk, then call 833-930-5739.
Keep this at the register
Print this page and tape it near the counter. Drivers will ask you first. You don’t need to fix the charger — you need the number and the next stall.
Questions about this page: [email protected]
