Some customers are unable to update or save their personal information (email or address) in the "Manage agreement" tab.

This issue affects customers in multiple countries and is caused by a limitation in the backend provider ChargePoint (b.energised platform). It is suspected that the API endpoint responsible for updating customer data has validation issues that prevent certain updates. This is a third-party dependency, and no fix has been provided by ChargePoint at this time.

The issue has been observed for customers in the following countries:

• Switzerland – email update fails

• Poland – address update fails

• Norway – email and address update fails

• Sweden – address update fails

Note: The issue may also affect customers in other countries.

There is no resolution available. Until further notice, all affected updates must be handled manually by Operations.

Escalate to back office

1. Do not troubleshoot further once the issue is confirmed.

2. Escalate to back-office team 14. SCA (TRATON) the request for manual update
   
   Include the following information in the escalation:

• Customer name

• Customer ID (if available)

• Country

• Information that needs to be updated (email and/or address)

• Screenshot or error message (if provided by the customer)

   

Suggested customer response

We are currently experiencing a technical limitation that temporarily prevents updates to customer details via self-service.

To ensure your information is updated correctly, we will take care of this on our side. I will get back to you as soon as the update has been completed.

Thank you for your patience and understanding.