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Warranty and Installer Evidence

Warranty and support checks are faster when you have the right installation records. Keep your installer handover documents somewhere safe.

For the warranty terms summary, see PlugStream warranty policy.

Evidence to keep

Where applicable, keep:

  • charger model and serial number
  • installation date
  • installer name, company, and contact details
  • electrical installation certificate or relevant installation record
  • photos of the installed charger and surrounding area
  • details of upstream protective devices
  • load balancing or site limit settings if your installer provided them
  • proof of purchase or handover documentation

When support may ask for evidence

PlugStream Support or your installer may ask for records when investigating:

  • repeated tripping
  • physical damage
  • water ingress
  • overheating or burning smells
  • loss of power
  • charger removal or reinstallation
  • warranty claims
  • disputed ownership or account transfer requests

What can affect warranty support

Warranty support may be affected by:

  • incorrect installation
  • unauthorised modification
  • opening the enclosure without authorisation
  • physical impact or accidental damage
  • water ingress caused by damage or unsuitable installation
  • use of extension leads or unapproved adapters
  • removal of labels, safety markings, or rating plates
  • relocation or reinstallation without suitable records

If you do not have the paperwork

Contact your installer first. They may be able to provide copies of installation records, photos, or certificates.

If your installer is no longer available, contact PlugStream Support with the charger serial number, site address, and any evidence you do have.

Useful links:

Still need help?

Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.

Please include:

  • charger serial number, if you have it
  • MyPlugStream account email or site contact email
  • LED colour or Charger readiness message
  • what you expected to happen and what happened instead
  • photos of the charger, cable, connector, or installation area if relevant
  • screenshots from the MyPlugStream app if relevant

See How to contact PlugStream Support.