Quick fixes — try these first
01
Remote reset
CSMS → Charger detail → Actions → Remote Reset. Resolves 60% of connectivity and stuck-session faults instantly.
02
Check the MCB / RCD
A tripped breaker is the most common hardware fault. Locate your distribution board and check for tripped switches near the charger feed.
03
SIM reseating
For persistent offline faults, power down, reseat the 4G SIM card (right panel, behind the service flap), and power back up.
04
Clear stuck session
CSMS → Sessions → find active session → Stop. Driver refund processes automatically within 24 hours.
05
Firmware update
CSMS → Fleet → select charger → Firmware → Update. Schedule during off-peak hours. Fixes many recurring soft faults.
06
Status page
Check status.magmapro.in before raising a ticket — your issue may be a known platform event we're already resolving.
Knowledge base
Common questions.
First, try a remote reset from the CSMS → Charger detail → Actions → Remote Reset. Wait 60 seconds. If status persists, check the physical charger for tripped MCB or RCD. If the fault code is anything other than ConnectorLockFailure, raise a support ticket and we'll dispatch a field engineer within 48 hours.
Go to CSMS → Sessions → find the active session → Stop session. This sends a RemoteStopTransaction. The driver's payment is refunded automatically. Then run a Reset (hard) on the connector. If the issue repeats on the same connector, raise a P1 ticket.
Check the 4G signal indicator LED on the charger (solid green = connected, blinking = searching). If blinking, check if the SIM is seated correctly — power off, reseat, power on. If still offline after 10 minutes, the issue may be with our 4G provider; check status.magmapro.in. Raise a ticket if offline >30 minutes.
The payment gateway and OCPP session start are linked but asynchronous. Check CSMS → Transactions for the payment record. If status is "captured" but no session exists, the driver should be refunded within 24 hours automatically. If not, raise a ticket with the transaction ID.
Go to CSMS → Fleet → select charger(s) → Firmware → Check for update. Schedule the update during off-peak hours. The charger reboots once (≈3 minutes downtime). OTA updates are signed and verified — you cannot push unsigned firmware.
Settlements run every Monday for the previous week's sessions. If you haven't received your transfer by Wednesday, check CSMS → Payouts for status. If status is "processing" beyond 3 business days, contact support with your vendor ID.
Yes — Vendors can adjust tariff within the allowed range from CSMS → Sites → select site → Tariff editor. Changes take effect immediately. Operators can set any tariff, including free sessions, time-of-day pricing and corporate rates.
New chargers are auto-provisioned by our commissioning team at install. The charger appears in your CSMS within 10 minutes of first connection. If it doesn't appear after 30 minutes, contact support with the charger serial number (on the label on the right panel).
Service levels
Support SLAs by plan and severity
Vendor · P1 (site down)
First response 4h · On-site engineer 48h
Vendor · P2 (connector fault)
First response 8h · Resolution 72h
Vendor · P3 (general)
First response 24h · Resolution 5 business days
Operator · P1 (site down)
First response 1h · On-site engineer 24h · 24×7
Operator · P2 (connector)
First response 4h · Resolution 48h · 24×7
Operator · P3 (general)
First response 8h · Resolution 3 business days
Emergency hotline
+91 80 4567 1999 · Operators 24×7 · Vendors 8×5
Self-service
CSMS remote reset, firmware update, tariff change — no ticket needed
Raise a ticket