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graphic speech bubble Hello, how may we be of assistance? – Support ABL

eMobility support

We are happy
to help

FAQs and Ticket
Support

graphic speech bubble Hello, how may we be of assistance? – Support ABL mobile

eMobility support

We are happy
to help

FAQs and Ticket
Support

Support Tickets

Support

For specific questions or defective products you can create a ticket here. We will contact you immediately and help you find a solution.

Spare parts

If you need spare parts, create a ticket here. We will contact you immediately and help you find a solution.

Commissioning

If you have any questions regarding commissioning, please create a ticket here. We will contact you immediately and help you find a solution.

Returns

For returns, please create a ticket. We will contact you immediately and help you find a solution.

Support ticket

  1. Place of installation?
    If different from the billing address

  2. file:
    allowed file types: zip, jpg, png, xlsx, txt, pdf, mp4; 40 MB maximum
    Progress:
  1. * = required field

Spare parts ticket

  1. file:
    allowed file types: zip, jpg, png, xlsx, txt, pdf, mp4; 40 MB maximum
    Progress:
  1. * = required field

Commissioning ticket

  1. * = required field

Returns ticket

  1. file:
    allowed file types: zip, jpg, png, xlsx, txt, pdf, mp4; 40 MB maximum
    Progress:
  1. * = required field

FAQs

Do I need an additional RCD switch in my house distribution?

Normally, no additional RCD is required. However, an on-site assessment by a qualified electrician is recommended.

I need new RFID cards for my charging stations. Where can I get them?

RFID cards can be obtained directly from ABL via our Customer Service. After creating a ticket on our website (https://www.ablmobility.de/en/service/support/), we will be very happy to take care of your request.

How can I ensure that unauthorised persons do not charge at my charging station?

The access control via RFID of the Wallbox eM4 Single ensures that unauthorised persons cannot charge. Charging processes are only started and ended after successful authentication with taught-in RFID cards or keyfobs.

Why does it make sense to integrate my charging station into a dynamic load management system?

Dynamic load management enables optimal use of the available grid connection and increases the charging capacity. In addition, the main connection is protected against overload. With our ABL Energy Meter, dynamic load management can be realised with charging stations of the eM4 family. Up to 30 charging points can be connected to each other in a group installation.
You can find an overview of our compatible energy management systems here: https://www.ablmobility.de/en/products/compatability.php

With which backends are ABL charging stations compatible?

You can find an overview of our backend partners here:
https://www.ablmobility.de/en/products/compatability.php

If your preferred backend is not included in the list of our backend partners, we will be happy to perform the corresponding integration for you. Please contact our ABL Customer Service for this purpose.

What are the advantages of connecting my charging station to a backend?

The integration of the charging station into a backend enables full transparency of all charging processes. These can be viewed, managed and billed via a corresponding dashboard of the backend provider (e. g. app). The charging data is provided with precise kWh and time information.

As a private person, do I necessarily need a backend?

No, it is not necessary to connect the charging station to a backend. In the case of a permanently assigned parking space (e. g. in an apartment building), connection to the user's own electricity meter is also possible. Consequently, charging processes are billed via the monthly electricity bill. However, a backend is required for the billing of charging processes of a company car in compliance with calibration law.

Who are my contacts for the purchase and installation of ABL charging stations?

You can get expert advice from our electrical wholesale partners, electrical contractors and our ABL Sales Managers. If the charging station is to be installed in an apartment building, the property management company is also an important contact for all aspects of installation in your apartment building. Please note: The entire installation of the charging station must be carried out by a qualified electrical contractor.

In an underground car park, communication to a backend cannot be established due to poor mobile phone reception. It is not possible to integrate the charging group into an existing network. What procedure is possible here?

Even with poor mobile phone reception in an underground car park, a connection to the backend can be established. This requires the integration of an LTE router into the network of the charging network.

Why is there also a tariff for 0 kW at public charging stations?

When a charging process is completed at a charging station that is subject to a charge, no more electricity flows (0 kW). However, a parking fee will still be charged, as other electric vehicles will not be able to charge at this charging station.

How large must the supply line at a charging station be?

The size of the supply line depends on the maximum charging current of the charging station and the length of the supply line. The supply line must be designed by a qualified electrician.

Which backend supports my charging station?

Every hardware manufacturer can offer different backend operators that are compatible with its charging stations. ABL offers the possibility to integrate almost any backend.

What types of communication are there between the charging point and the backend?

There are various communication options for establishing communication with the backend. Communication with the backend can either take place via LTE using a SIM card from the backend operator or by integrating an existing LAN connection. Communication via WLAN is also possible.