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Commission a PlugStream Charge Point and Handover to the Customer

Draft Guide

This is a draft guide for the PlugStream Installer commissioning and customer handover workflow.

  • We will add screen recordings once the workflow has been released.
  • Some button names or screen layouts may change slightly before launch.

Overview

The PlugStream Installer workflow is designed to help an installer:

  1. connect to the charger
  2. configure connectivity and site settings
  3. verify the installation is working correctly
  4. assign the charger to the customer
  5. hand over the charger using a secure QR code or invite link

The goal is to make sure the installer does not leave site until the charger has been:

  • connected
  • verified
  • assigned
  • handed over correctly

Before You Start

Before starting commissioning, make sure you have:

  • the PlugStream Installer app
  • the charger serial number
  • the activation code or adoption code for the charger
  • the customer email address
  • network details for the site
  • safe access to perform all electrical checks required by local regulations

If the customer already has a MyPlugStream account, use the same email address they already use for PlugStream.

If the customer does not yet have an account, you can create their account on their behalf during commissioning.

Commissioning Workflow

The recommended commissioning flow is:

  1. connect to the charger over Bluetooth
  2. configure Wi-Fi or Ethernet if required
  3. activate and assign the charger
  4. configure site limit and Aux CT settings
  5. capture installation evidence
  6. complete verification checks
  7. hand over the charger to the customer

Step 1: Connect to the Charger

  • Open the PlugStream Installer app.
  • Start a new commissioning session.
  • Scan for the charger over Bluetooth.
  • Select the correct charger by serial number.
  • Confirm you are connected before moving on.

If the charger does not appear:

  • check that it is powered on
  • confirm Bluetooth is enabled on your phone
  • move closer to the charger
  • verify the charger is not already locked in another commissioning session

Step 2: Configure Connectivity

Set up the charger so it can reach PlugStream Cloud.

  • Select the network method required on site.
  • Enter Wi-Fi credentials if using Wi-Fi.
  • Confirm the charger reaches the internet and connects to PlugStream Cloud.

Do not leave site until the charger shows as online and connected.

Step 3: Select or Create the Customer

The installer flow supports two handover paths.

Option A: The customer already has an account

  • Search for the customer using their email address.
  • Select the correct customer record.
  • Confirm the installation location.

Option B: The customer does not have an account yet

  • Create the customer record in the installer flow.
  • Enter the customer name and email address.
  • Create or confirm the installation location.

The charger should always be assigned to a real customer email address before handover is completed.

Step 4: Configure Site Settings

Set the charger up for the installation.

This may include:

  • site current limit
  • Aux CT enabled or disabled
  • Aux CT polarity
  • location-based limits

Make sure these settings match the installation design before moving to verification.

Step 5: Capture Installation Evidence

Upload the required installation photos before completing commissioning.

Typical evidence includes:

  • charger front view
  • serial label
  • consumer unit or isolator
  • installed context photo

Add any installer notes that may be useful later for warranty or support.

Step 6: Verify the Installation

The verification step is there to make sure the charger is actually ready for the customer, not just configured.

Device and network checks

Confirm:

  • the charger is online
  • the charger is connected to PlugStream Cloud
  • the expected firmware is installed
  • the configured site settings have been applied

Live readings checks

Confirm:

  • charger readings are present
  • CT readings make sense
  • import and export direction is correct
  • Aux CT readings are present if Aux CT is enabled

Charge test

Start and stop a test charge session using:

  • a real vehicle, or
  • a suitable test emulator where permitted

Confirm:

  • the session starts correctly
  • current flows as expected
  • the session stops cleanly
  • no active fault remains afterwards

Electrical sign-off

Complete and record any required electrical checks in line with local regulations.

This may include:

  • RCD testing
  • PEN fault verification
  • polarity checks
  • loop or earth checks
  • protective device confirmation

If any test fails, do not complete handover until the issue has been resolved.

Step 7: Handover to the Customer

Once commissioning and verification are complete, the installer can hand over the charger to the customer.

Handover using QR code

The installer app can show a secure QR code on screen.

The customer scans the QR code to:

  • sign in, or
  • create or activate their account

After that, they are taken straight into the first-time setup flow for their charger.

If the customer is not present, the installer can:

  • resend the invite email
  • copy the handover link
  • share the handover link directly with the customer

What the Customer Does Next

After the QR code or invite link is used, the customer should:

  1. sign in or finish creating their account
  2. confirm access to the charger
  3. complete first-time charger setup
  4. choose charging mode
  5. review any scheduled charging defaults
  6. review tariff or smart charging settings if available

The customer should not need to manually adopt the charger again if the installer handover completed correctly.

Before Leaving Site

Before the installer leaves site, confirm all of the following:

  • the charger is online
  • the charger is visible in PlugStream Cloud
  • the charger has been assigned to the correct customer
  • verification checks are complete
  • evidence photos have been uploaded
  • the customer has received or scanned the handover QR or invite
  • the next customer step has been explained clearly

Troubleshooting

The charger is connected locally but not showing online

  • check the site internet connection
  • confirm DNS and firewall requirements are met
  • confirm the charger has fully connected to PlugStream Cloud
  • retry the live status refresh

CT or Aux CT readings do not look correct

  • check polarity and placement
  • confirm the correct CT input is being used
  • re-run the readings check before leaving site

The customer cannot complete handover

  • confirm the email address used in the installer flow is correct
  • resend the invite or handover link
  • confirm the handover link has not expired
  • if needed, create a new handover from the installer app

The customer sees an empty dashboard

  • confirm the charger assignment succeeded
  • confirm the handover was redeemed by the correct account
  • confirm the customer completed the first-time setup flow

Screen Recordings To Add

We plan to add screen recordings for:

  • starting a new commission
  • selecting or creating the customer
  • verifying live readings
  • completing the charge test
  • handing over with QR
  • customer first-time setup after handover

Support

If you need help while commissioning a charger, contact PlugStream support:

📞 0300 180 0403
📧 hello@plugstream.co.uk