Help & Support

Need Assistance?

Have a question, need guidance, or experiencing an issue? We are here to support you every step of the way. Explore our troubleshooting tips and resources below. Reach out if you still need further assistance.

For a comprehensive list of frequently asked questions, visit the FAQ tab in the menu or check eMobility FAQs | Alectra Inc to find quick answers to common questions about eMobility.

Troubleshooting

Are you experiencing issues or technical difficulties? We know that this can be frustrating, and we are here to help resolve issues as quickly as possible.

Before contacting us, please review the common topics below—you might find the solution you need. If your issue remains unresolved, contact our support team at EV@alectrautilities.com. Provide as much detail as possible, including any error messages and detail the steps you have already taken.

We aim to respond to all queries within 3 business days.

Experiencing slow or failed loading?

1. Refresh the page or try opening it in a different browser.
2. Clear your browser's cache and cookies.
3. Ensure your internet connection is stable.

If things aren't displaying correctly:

1. Check the website on another device or browser.
2. Make sure your browser is updated to the latest version.
3. Adjust your browser’s zoom settings.

Is the site running slowly?

1. Close any unnecessary tabs or applications.
2. Clear your browser’s cache.
3. Refresh the page or try a different browser.

Having trouble entering data?

1. Ensure your input matches the required format (e.g., numbers only).
2. Look for any error messages that guide you to correct your entry.
3. Contact us if you continue to experience difficulties.

Contact: EV@Alectrautilities.com

If your results seem off:

1. Double-check the inputs you have entered and also refer to the calculator assumptions to understand the calculation.
2. Ensure you are using the latest version of your browser.
3. Take a screenshot and send it to us at EV@Alectrautilities.com

Can’t find your EV model?

1. Use the search function to look up the model.
2. Suggest missing models via our email.

For issues with trip mapping:

1. Ensure the address or location is correctly entered and try refreshing the page.
2. Report persistent issues through our email.

Missing or incorrect charging station info?

1. Refresh the map to load the latest data.
2. Check the map on a different device or browser.
3. Send us an email.

We Value Your Feedback

Your experience on our website is important to us, and we are always looking for ways to improve. Whether you have suggestions, encountered an issue, or simply want to share your thoughts, we want to hear from you. Your input is invaluable in helping us provide the best possible experience.

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Thank you for helping us improve!