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Polaris Express Docs

Manage a customer's subscription

Use this runbook when a customer asks you to change how their subscription charges — for example, restricting charging to off-peak hours, capping power to protect a shared circuit, or switching to solar-following mode. The Charging profile editor is where every schedule and power-cap decision lives for a single subscription.

Prerequisites

Section titled “Prerequisites”
  • Operator role with access to the admin console.
  • The customer’s subscription externalId (or a path in from the Tag detail or Link detail page).
  • Confirmation from the customer about what they want changed — schedule, cap, or both.

Procedure

Section titled “Procedure”

The editor is not reachable from the top nav. You enter it from a sibling chip on either the Tag detail page or the Link detail page.

  1. Open the customer's tag or link

    Navigate to Tags in the sidebar and find the customer’s EV card. Open the tag detail page.

  2. Click the Charging Profile chip

    On the tag detail page, click the Charging Profile chip. You land on /subscriptions/<externalId>/profile.

  3. Pick a preset, or choose Custom

    The editor offers six presets:

    • Unlimited — no schedule or cap.
    • Off-peak — restricted to off-peak windows.
    • Cap 7 kW — global power cap at 7 kW.
    • Cap 11 kW — global power cap at 11 kW.
    • Solar — follows solar production windows.
    • Custom — define your own windows and caps.

    Choose the preset that matches the customer’s request. If none fits, choose Custom and continue.

  4. Edit schedule windows (Custom only)

    For each window, set:

    • Day of week (0 = Sunday through 6 = Saturday).
    • Start minute and end minute (minutes from midnight, 0–1440).
    • Max watts for that window (optional).

    Add a window for every distinct schedule slice. Windows that don’t overlap are treated independently; outside any window, charging is not permitted unless a global cap is the only restriction.

  5. Set a global power cap (optional)

    Enter a value in the Global max watts field to cap power across all windows. Leave it empty for no global cap.

  6. Save

    Click Save. The profile is written and pushed downstream to SteVe as a Charging profile and to Lago for billing alignment.

Verify

Section titled “Verify”
  • Reload the profile page. The preset, windows, and global cap should match what you saved.
  • Check that the lagoSyncError banner is not present. If it is, see the recovery section below.
  • For an active session, confirm the new cap is honored by watching the next Meter value tick on the session detail page.

If something goes wrong

Section titled “If something goes wrong”

The page redirects me to /tags. The route requires an externalId in the URL. If it’s missing, you’re sent back to the tag list. Re-enter from the Tag detail or Link detail chip.

A Lago sync error banner appears after save. The profile saved locally but did not propagate to Lago. The lagoSyncError field on the profile records the failure. Retry the save; if it fails again, escalate — billing will drift from charging behavior until it’s resolved.

SteVe didn’t pick up the new cap. SteVe applies charging profiles on the next transaction or via a SetChargingProfile command. An in-progress session may continue under the previous profile until it ends. Ask the customer to stop and restart the session if the change must take effect immediately.

Audit and reversibility

Section titled “Audit and reversibility”

Every profile save is recorded in the Audit log with the operator identity, the externalId, and the new profile contents.

To revert a change, open the editor again and either:

  • Select the previous preset, or
  • Re-enter the previous windows and global cap from the audit log entry.

There is no one-click undo. The profile is overwritten on save, so record the prior values before changing if a revert is likely.

Section titled “Related”