FAQ - Charger onboarding

I'm trying to onboard a charger. I followed the instructions in the Tap onboarding guide, but the charger doesn't show up in the Tap portal.

If your charger is not showing up in Tap during onboarding, you can try the following steps:

• Verify that your charger is connected to the internet
• Verify that the Tap-provided URL is entered correctly in the charger's interface/portal/app
• Restart the charger, either via the charger's interface/portal/app, or by cycling the power
• For installers: Make sure you are in the correct account. Newly onboarded chargers will only show up in the main (installer) account, not the connected account. You can then connect the charger to the connected account in the location settings.

My charger has already been onboarded and shows online in the portal. Why is it not visible to drivers in the app?

If your chargers are not visible in the app, you can check the following:

• Location Access settings: If your chargers location access is set to driver groups, make sure that the user is logged in with the email address that is registered in the driver group.
• Location Visibility settings: Are your chargers only visible in a limited distance?
• GPS coordinates: Make sure the latitude and longitude are set correctly in Location Details.
• Driver's app & phone settings: ensure the driver enabled the sharing of their location with the Tap app.

My charger has already been onboarded and shows offline in the portal.

• Verify that your charger is connected to the internet
• Restart the charger, either via the charger's interface/portal/app, or by cycling the power