SWTCH Portal – FAQ – SWTCH

Dashboard Tab

What does "Active Users" mean?

“Active Users” refers to drivers who are currently connected to your chargers. This includes both users who are actively charging and those who have completed their session but remain plugged in.

What does "Unique Users" mean?

“Unique Users” represents the count of new individual drivers who have used the chargers at your property within the selected time frame.

How do I download graphs from the dashboard?

Within the Consumption Insights section, click the green download icon (a downward-facing arrow in a circle) to download the graphs in your preferred format.

What does "Station Activation" indicate?

“Station Activation” shows how charging sessions are being initiated—whether via the SWTCH mobile app, website, or an RFID card.

Chargers Tab

What is a Charger ID?

The Charger ID is an alphanumeric code displayed on the front of each charger. It’s used to uniquely identify the charger both in the SWTCH system and by drivers. Before starting a charging session, users will enter this ID in the app or on the website.

What is the "Pricing Plan"?

The Pricing Plan displays the usage rate applied to your chargers. If you have a loitering penalty enabled, loitering rates will also appear here.

Can I change the pricing on my chargers?

Yes. To update pricing, go to the Actions column, click “More” next to the relevant charger, and select either “Edit pricing for this charger” or “Edit pricing for all chargers.” You can update the usage rate in the Rate section and modify loitering fees under Loitering Rate.

What does the "Access" column show?

The Access column indicates the access policy assigned to each charger:

Unrestricted – Open to all users.
Restricted – Limited to authorized users only.

Authorization can be managed through the Users tab or by contacting customer.success@swtchenergy.com.

How can I update the access policy on my chargers?

Please reach out to customer.success@swtchenergy.com to make changes to charger access policies.

What do the different "Service Statuses" mean?

Awaiting Commissioning: Charger setup with SWTCH deployment is not yet complete.
Commissioned: Setup is complete; the charger is connected to the SWTCH network.
Active: The charger is live and ready for public or authorized use.
Activating – Pending Driver Subscription: For private-use chargers requiring drivers to subscribe before access.
Activating – Pending Property: Activation steps are awaiting action from the property.
Under Repair: The charger is experiencing issues and is being serviced.
Decommissioned: The charger has been removed from service.

What do the different "Charging Statuses" mean?

Available: Charger is ready for a new session.
Preparing: Vehicle is plugged in, waiting to begin charging.
Charging: Session is active, and energy is being delivered.
SuspendedEV: Vehicle has paused energy intake; charger remains available.
SuspendedEVSE: Charger has temporarily paused power delivery.
Finishing: Session has ended; vehicle is still connected.
Faulted: A fault has occurred; may resolve automatically.
Offline: Charger is currently disconnected from the network.
Under Repair: The unit is undergoing maintenance and is unavailable.

Transactions Tab

What does the "ID" column represent?

Each entry in the ID column is a unique identifier assigned to an individual charging transaction.

What does the "Listing Title" column represent?

This shows the specific Charger ID where the transaction occurred.

What do the "Connected" and "Disconnected" columns show?

Connected: Timestamp of when the vehicle was plugged in.
Disconnected: Timestamp of when the vehicle was unplugged.

What does the "State" column indicate?

The State column reflects the transaction status:

Completed: The session finished successfully.
Errored: The session failed due to an issue.
Ongoing: The charging session is still in progress.

Reports Tab

What is the "Financial Summary Report"?

This report summarizes all successful transactions on a quarterly basis, including:

Total driver payments
SWTCH-collected fees
Remittance amount payable to the property

What is the "Utility Charge Session Report"?

A detailed report listing all charging transactions, including session data, energy consumption, and charger information.

What is the "Utility Interval Report"?

Used by many utility programs, this report breaks down session data into 15-minute intervals. It includes energy and power data for in-depth analysis of usage patterns.

What is the "Site Report"?

This report provides charger-specific data, such as activation date and historical operational status.

What is the "Uptime Report"?

Tracks the operational availability of your chargers, reporting on when chargers are online and functional. It excludes downtime from external causes to give an accurate uptime metric.

What is the "Charger Utilization Report"?

Shows how often each charger is used during a selected time period. Utilization is based on the total time the charger is plugged in versus the total duration of the period.

How do I download reports?

Hover over the report title and click the three vertical dots (...) to choose your preferred file format and initiate the download.

Users Tab

How can I see who has access to the SWTCH portal at my site?

To view the list of administrative users who have portal access, navigate to the Users tab in the SWTCH Portal. This section displays all admin users with access, including their roles and associated email addresses.

How do I invite administrative users to the SWTCH portal?

To add a new administrative user, go to the Users tab and click the “Invite User” button. Enter the user's email address, assign the appropriate role (e.g., Admin, Manager, Viewer), and submit the invitation. The new user will receive an email with instructions to access the portal.

How do I grant drivers access to restricted chargers?

For chargers with Restricted Access, only approved drivers can initiate charging sessions. To grant access:

Navigate to the Users tab in the SWTCH Portal.
Click “Invite User.”
Enter the driver’s email address.
Specify the site address where they should be authorized.
Assign them to the “DRIVER Access Plan” (or applicable plan).
Click “Send Invitation” to complete the process.

Once invited, the driver will receive an email prompting them to accept the invitation and gain access to the chargers at the specified site.

How do I grant drivers access to a discount plan?

To provide a driver with access to a discounted pricing plan, follow these steps:

Navigate to the Users tab in the SWTCH Portal.
Click “Invite User.”
Enter the driver’s email address.
Specify the site address where the discount should apply.
Assign them to the appropriate Discount Plan from the available options.
Click “Send Invitation” to finalize the process.

The driver will receive an email with instructions to accept the invitation and will automatically receive the discounted rates when using the chargers at the selected site.

I have a product request - how do I share that?

We are always looking to improve our SWTCH Portal product to meet our customer’s needs. Please reach out to our Customer Success team (customer.success@swtchenergy.com) to share your request. Every feature request is carefully reviewed. We want to be transparent that not all suggestions are implemented immediately, or align with our current development priorities.

What metrics do you recommend I track to see the value of offering EV Charging on my site?

Every customer’s goals are a bit different. We recommend checking out our blog post about setting (and hitting) your EV Charging goals. The Customer Success team can assist in further understanding your unique use case.

Can you provide recommendations for improvement of our strategy?

If you are looking to ensure your strategy is working for you, we recommend reviewing our blog post about hitting goals. If you have questions after reviewing this, feel free to reach out with your questions to our Customer Success Team at customer.success@swtchenergy.com.

What is the troubleshooting process?

We know it’s important to our customers to have chargers available for their Drivers. Our support team monitors your chargers - 24 hours a day, 7 days a week, 365 days a year.

The troubleshooting process has three steps: remote troubleshooting, on-site assistance, and technical on-site troubleshooting. During the remote phase, the support team works to restore connectivity. If they are unsuccessful, they will reach out to the on site contact for additional assistance. Finally, if required, a technical troubleshooting may be required. This technical troubleshooting may incur an additional cost. Our support team will advise should this be the case.

How do I learn more about SWTCH Portal?

To learn more about SWTCH Portal, contact Customer Success at customer.success@swtchenergy.com to request a guide and video walkthrough.

What can I do in SWTCH Portal?

SWTCH Portal is your cloud-based management and reporting system. The system allows you to optimize pricing, gain insights with real-time data, and manage your chargers. To learn more about the functionality of SWTCH Portal, please use our User Guide or Video walkthrough.