What to do when a charging session remains open

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.

First identify what is still open

• The Smart Fuel Pass session is finished but the bank shows a pending amount: this is a card reservation. The bank releases it under its own time limits; support cannot accelerate the bank's process.
• The session is still active although energy has stopped or the charger is offline: send support the session ID, location, connector and time for a technical closing check.
• An account top-up failed: this is not an open charging session. Follow the missing or failed top-up guide.
• The final booked amount is incorrect: send the session ID, displayed tariff, date and time, and the last four digits of the card used.