User account & My profile

In this article we have gathered the most common question regarding User profile registration and troubleshooting.

User profile registration

How do I create a User profile?

You can create a User profile in either ZAPTEC Portal or using ZAPTEC App.

Once the User profile is registered and completed, it will be valid in both ZAPTEC Portal and ZAPTEC App

Why do I need a User profile in ZapCloud?

When authorisation is required, charging stations will be locked and will only give power to authorised users.

Users that have not been given permission to charge to the installation or applicable charging stations will be unable to charge.

Contact your charging system owner or installer to get the needed permission.

Why do I get the following error message, The email address is in use on another account. When I am trying to create a User profile?

This could indicate, that 1 of 2 situations has occurred;

  1. You already have a registered a User profile. Proceed to login with your User credentials
  2. Your installer and/or charging system owner has sent you a permission invite using your email address.

Please complete the User registration provided on email or select the option Lost password? In the login page to get a reset password link.

User login

I created a User profile in ZAPTEC App, can I login in ZAPTEC Portal with the same credentials?

Yes, you can use the same login credentials in ZAPTEC Portal.

I created a User profile in ZAPTEC Portal, can I login in ZAPTEC App with the same credentials?

Yes, you can use the same login credentials in ZAPTEC App.

I have forgotten my User profile password, how do I reset the password or recover it?

In the login page of the ZAPTEC App and the ZAPTEC Portal, select the option Lost Password? and enter your email which you have registered your User profile with.

You will then receive a a reset password link on email, check your spam/clutter or other folders.

I have forgotten which e-mail I used to register a User profile with

If you have registered multiple User profiles, and you are unsure which User profile to use.

Login with the last known User profile to check or select the option Lost password? 

You will then receive a a reset password link on email, check your spam/clutter or other folders.

Why do I get the following error message, The email address is in use on another account. When I am trying to create a User profile?

This could indicate, that 1 of 2 situations has occurred;

  1. You already have a registered a User profile. Proceed to login with your User credentials
  2. Your installer and/or charging system owner has sent you a permission invite using your email address.

Please complete the User registration provided on email or select the option Lost password? In the login page to get a reset password link.

User invites and permissions

My User profile has been deactivated, why and how do I re-activated it?

Upon registration of a User profile, if the User registration has not been completed and/or ZapCloud Terms of use has not not been accepted and/or completed within 30 days, it will automatically be deactivated. In order to activate the User profile, create a new User profile and complete the registration or ask your charging system owner to provide a permission invite to your e-mail address.

I have received a User invite from ZapCloud, who has sent this and what does it do?

This means that your installer and/or charging system owner has sent you a permission to the charging system and/or charging station. By completing the User registration in the provided registration link, your User profile will have permission to start charging on the charging station and/or charging system.

For further inquiries, please contact your installer or charging system owner.

I have not received a User permission to the charging system and/or charging station. Who do I contact to get the needed permission?

If you have not received a User profile invite from your installer and/or your charging system owner, check your spam, clutter or other folder in your email inbox to check if the invite not has been misplaced.

If already checked, please contact your charging system owner or installer to provide you with a new invite to your email address, make sure that your provided email address is correct and valid.

Changes to User profile credentials

How do I change my User profile, such as password or e-mail address/username?

Use your current login credentials in ZAPTEC Portal, then go to My Profile. There you will have the option to change password and/or change email address/username.

Delete User profile

I want to delete my User profile, how do I perform this?

If you want to delete your User profile, please contact us on email address:

gdpr@zaptec.com

Was this article helpful?
0 out of 0 found this helpful