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Polaris Express Docs

Dispute a charging session

If a charging session shows the wrong energy, the wrong duration, or a cost you didn’t expect, you can open the session in your dashboard, gather the details, and send them to support for review. This guide walks you through finding the session, reading what the page shows, and writing a dispute that gets resolved quickly.

Before you start

Section titled “Before you start”
  • You signed in to your Polaris Express account on the web.
  • You know roughly when the session happened (date, charger, or rough cost).
  • You have an email client open, or you know your support contact.

Goal Send a dispute for a charging session

Time~5 min

  1. Open the session from your sessions list

    From the sidebar, go to Sessions. Find the session you want to dispute and open it. The detail page is titled Session # followed by a number — that number is the session ID you’ll quote to support.

    The session number in the page title is what support will ask for.

  2. Check the status badge

    Look at the badge in the top right of the page. It shows either In progress or Completed.

  3. Read the summary tiles

    The summary section shows four numbers for the session:

    • Total kWh — energy delivered across the whole session.
    • Duration — time from start to end.
    • Average kW — total kWh divided by hours.
    • Cost — the estimated cost based on your current tariff.

    Write down which number looks wrong and what you expected instead. “The cost shows $14.20 but I only charged for 20 minutes” is more useful to support than “the cost is wrong”.

  4. Note the charger details

    Below the summary, the page shows the charger you used — its public ID, connector type, and max kW. The public ID matches the sticker on the physical charger.

    If you remember which charger you plugged into, check that the public ID on the page matches the one on the sticker. A mismatch is worth mentioning in your dispute.

  5. Scan the meter timeline

    Scroll to Meter timeline. Each row is one reading the charger reported, with a timestamp and the kWh added since the previous reading.

    Look for:

    • Long gaps between readings (the charger may have dropped offline).
    • A jump in kWh that’s much larger than the others.
    • A final reading that doesn’t match what you saw on the charger screen.

    Note the time of any row that looks off. Support uses these timestamps to match your session against the charger’s own logs.

  6. Email support with the details

    Send an email to your support contact with:

    • The session number (from the page title).
    • The date and rough time of the session.
    • Which number you’re disputing (kWh, duration, cost, or charger).
    • What you expected, and why.
    • Any meter timeline timestamps that looked wrong.

    Keep the browser tab open while you write — copying values straight from the page avoids typos.

Verify

Section titled “Verify”

You’ll get a reply from support confirming they received the dispute and have the session ID on file. If your tariff includes the energy, support can adjust the cost without involving your card. If the session was billed, any refund shows up on a future invoice.

Troubleshooting

Section titled “Troubleshooting”

The session doesn’t appear in my list. Sessions only show up after the charger reports them. If you finished charging in the last few minutes, wait and refresh. If a session is more than an hour old and still missing, contact support — the charger may not have synced.

Opening the session shows “Not Found”. The session belongs to a different account, or the session ID in the URL is wrong. Go back to Sessions and open it from the list instead of typing the URL.

The cost shows as unknown. Your tariff couldn’t be matched against this session. This usually resolves on its own once billing catches up. If it stays unknown for more than a day, mention it in your dispute.

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