Submit a ticket
Do you have a question or need assistance? Submit a ticket by sending an email to support@lastmilesolutions.com
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What information to include in your ticket?
If you experience issues with EVC-net or found a bug, please include the following in your ticket:
○ Reproduction steps:
○ EVC-net URL:
○ Shown result (screenshot):
○ Date + time when it occurred:
○ Summary of the issue:
If you experience issues with charge cards, please include the following in your ticket:
○ What is the internal ID (UID) of the charge card?
○ Does this charge card work at other charging stations?
○ Did the customer test if another charge card worked?
○ On what date and time did this issue occur?
○ Did this issue occur before? If yes, when?
○ Who is the CPO of the charging station where charging failed?
○ What is the address of the charging station where charging failed?
○ What is the EVSE ID? This can be seen on the charge point.
○ Did the customer call the phone number listed on the charging station?
To add a new product, tariff & margin, or request a change of an existing one, please follow the instructions below:
o Use your dedicated Products, Tariffs & Margins Form and send it to:
support@lastmilesolutions.com
If you do not have your dedicated PTM form, please reach out to your CSM.
If you experience issues with ECQ App, Web-App or found a bug, please include the following in your ticket:
○ Detailed description of what does not work in the way you would expect it to:
○ Date + Time when it occurred:
○ If ECQ App, installed App version including a screenshot of the App in App Store:
○ OS of the phone used including software version:
○ Summary of the issue including screenshots:
If you experience issues with charge points, please include the following in your ticket:
○ Check the logs of the charge station on the EVC-net platform → Dashboard > Real-time dashboard to see what the problem is.
○ Check the manual of the charging station for possible solutions, because we are only able to help if the issues are related to the EVC-net backend.
o Copy the related log values and send them to support@lastmilesolutions.com together with: o a clear description of the issue including o station ID or EVSE ID
o Date + Time when it occurred
Summery and relevant information (with possible screenshots)
If you have a question or issue with your invoice, please follow the instructions below:
o Send your invoice related questions and/or detailed description of the issue including the related invoice number(s) to Support
o In case of invoice correction request, attached the filled out Rectification Request Form