A session can remain open when final charging data has not yet reached Smart Fuel Pass. This does not automatically mean that the final amount has been charged incorrectly.
Why this happens
A lost internet connection, a missing stop message, delayed data from the charger or a partner system, or a charger fault can prevent normal closure. The platform needs the final energy, time and other session data before it can calculate the final amount.
What happens next
The case is marked for technical review. Smart Fuel Pass checks the available session data and can complete the session after verification. Such cases are normally handled within hours, but do not start another session solely to force the previous one to close.
What to send Support
Send the location, connector, approximate start time, session ID if available, and a screenshot of the open session and relevant completed or pending transactions. Never send a full card number, PIN or security code.
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