Overview
Most Chimpy operations run smoothly through your register system.
However, occasional technical issues can occur.
This guide helps you quickly identify problems and take the right action, without disrupting store operations or customer experience.
General Rule
👉 Always follow this principle:
Use the register for every transaction
Do not process rentals or returns manually
If something doesn’t work, do not guess, follow the steps below or contact support.
Register / App Not Working
If the register system or Partner App is not working:
Step-by-step:
Check if the device is connected (internet / system)
Restart the system if needed
Try scanning again
If the issue persists:
👉 Do not proceed with the transaction
👉 Ask the customer to visit another location
👉 Contact Chimpy support
Powerbank Cannot Be Scanned
If a powerbank does not scan:
Try scanning again
Check if the barcode is readable
Try a different powerbank
If it still does not work:
👉 Do not rent it out
👉 Place it in the return box
Common Error Messages
“Powerbank already rented”
The powerbank is currently active in the system
👉 Use another powerbank
👉 Place it in the return box
“Powerbank not rented”
The system cannot find a valid rental
👉 Try scanning again
👉 Place it in the return box
“Powerbank already returned”
The unit has already been processed
👉 Place it in the return box
“Powerbank expired”
The unit is no longer valid for use, older than 3 months
👉 Do not rent it
👉 Place it in the return box
Return Issues
If a return cannot be processed:
Try scanning again
If it still fails:
👉 Ask the customer to contact Chimpy support
Powerbank Not Working (Customer Complaint)
If a customer reports that the powerbank does not work:
Apologize and offer a replacement (if possible)
Take back the faulty unit
Place it in the return box
👉 Do not reuse defective powerbanks
When to Contact Support
Contact Chimpy support if:
System errors persist
Multiple powerbanks are not working
Stock or scanning issues occur repeatedly
You are unsure how to proceed
What NOT to Do
❌ Do not process transactions without scanning
❌ Do not manually calculate refunds
❌ Do not give out unregistered powerbanks
❌ Do not ignore error messages
❌ Do not try to fix technical issues yourself
Best Practices
Stay calm and follow the process
Use a different powerbank if one fails
Always rely on the system
Escalate issues early
Summary
Technical issues are rare, but when they happen:
Follow the system steps
Do not bypass the process
Use support when needed
👉 This ensures correct handling for both the store and the customer.
+41 44 500 29 95 | support@heychimpy.com
