Summary of Impact
On 30 July 2026, a configuration issue affected a number of charging locations available through Charge Assist. As a result, some customers were unable to start charging sessions using bank card payment methods, including credit cards, debit cards, and digital wallets such as Apple Pay. Charging with RFID cards remained available.
Additionally, some customers using third-party applications experienced issues starting charging sessions due to duplicate charger information being displayed.
The issue was identified and resolved, and normal operation was restored.
Customer Impact
During the incident:
- Drivers using Charge Assist or white-label mobile applications could not use bank card payment methods at affected charging locations.
- RFID charging cards continued to function normally.
- Some users of partner applications encountered difficulties starting charging sessions because duplicate charger records were displayed.
Timeline (CEST)
Time | Event |
30 July 2026, 10:02 | First customer reports received and investigation started. |
30 July 2026, 12:40 | Root cause identified and restoration activities initiated. |
30 July 2026, 12:59 | The source of the incorrect data updates was disabled to prevent further impact. |
30 July 2026, 13:45 | Charging locations were restored and bank card payments became available again. |
30 July 2026, 16:10 | Additional issue identified involving duplicate charger records in a partner application. |
31 July 2026, 13:43 | Duplicate charger records removed from all affected locations. |
31 July 2026, 15:26 | Final customer confirmation received that services were functioning normally. |
Root Cause
The incident was caused by an unintended interaction between systems responsible for synchronizing charging location data. Under specific conditions, charging locations were incorrectly processed, resulting in configuration data being overwritten.
This affected how certain charging locations were represented within Charge Assist and prevented bank card payment methods from being offered to customers. In a subset of cases, it also resulted in duplicate charger information being presented through partner integrations.
Resolution
To resolve the issue, we:
- Disabled the data synchronization process responsible for introducing the incorrect updates.
- Restored all affected charging locations with the correct configuration.
- Removed duplicate charger records created during the recovery process.
- Verified the restoration with affected partners and customers.
All impacted locations were successfully recovered and payment functionality was fully restored.
Preventive Actions
To reduce the likelihood of similar incidents occurring in the future, we are implementing several improvements:
- Additional validation controls to prevent incorrect location data from being processed.
- Enhanced monitoring to detect configuration inconsistencies earlier.
- Improved safeguards around data synchronization processes.
- Review and strengthening of recovery procedures to accelerate resolution should similar issues occur.
Closing Statement
We sincerely apologize for the inconvenience caused by this incident. We understand the importance of reliable charging and payment services and are committed to continuously improving our systems and processes to prevent similar issues in the future.