Frequently Asked Questions

For technical questions, configuration issues, or in the event of a defect, Alfen offers specialized support through its own service portal. Since Alfen often requires remote access to the specific serial number (S/N) for diagnosis, the ticket must be opened directly by the installer or CPO.

Please follow these steps for efficient processing:

1. Use the Alfen Ticket System

Visit the Alfen Service Management Portal. If you do not have a user account yet, you must register there once. Then create a new ticket for the specific serial number of your Alfen product.

2. Required Information & Service Report

Have the following details ready when creating the ticket to avoid delays:

• Serial Number (S/N): This usually begins with "ACE...".

• Detailed error description: What exactly is the problem?

• Photos: Images clearly showing the error and the type plate.

• IMPORTANT (Service Report): Alfen almost always requires a current Service Report. You can obtain this via the Alfen ACE Service Installer Tool by connecting your laptop directly to the charging station. Be sure to attach this report to the ticket.

3. Processing and Serial Number Management

Once a charging station is registered in the Alfen portal, ESTG no longer has access to the internal error messages or the management of this specific serial number. However, we are still happy to support you with information from the Alfen Knowledge Base.

4. Help with backend issues (Road / e-flux)

If your problem does not concern the hardware, but rather the backend or billing (e.g., via e-flux), please contact the support of Road (formerly E-Flux). For hardware defects, however, Alfen always remains the primary contact.

Useful links:

• Alfen Service Management Portal (Ticket creation & RMA)

• Alfen Knowledge Base (Solutions for error codes & manuals)

• Road (formerly E-Flux) Support (Help with backend questions)