How do I move accounts, EVSEs or locations to another operator?

For: Operator users in Monta Hub

When a customer, charging stations or sites need to move from your operator to another operator on Monta, you can hand them over with a migration request in the Helpdesk. The other operator accepts and chooses where the items land, you choose when the move happens, and Monta Hub carries out the move for you. Both operators can follow every step on the same page.

How it works

1. You send a migration request from the Helpdesk: what moves, to which operator, and when.
2. The receiving operator is told. The request appears in their Helpdesk inbox, and their admins get a message in Monta Hub and by email.
3. They accept or reject it. When they accept, they choose which of their accounts the charging stations or sites move into, or who owns the account after the move. If they reject it, they tell you why.
4. The move happens at the time you chose: as soon as it's accepted, or on a date you picked.
5. You are told when it's done. Both operators can follow the request's progress until then.

In the new ticket dialog and at the top of the request page, select the ? next to Migration request for a short introduction. It links to this article with Learn more.

Before you start

• What you can move: one account, or up to 500 EVSEs, or locations with up to 500 EVSEs in total. One request moves one kind of item.
• You can only move what your operator holds. To take over something another operator holds, ask them to send the request, or contact Monta through the Helpdesk.
• You need the receiving operator's ID. Monta Hub doesn't list other operators, so ask the receiving operator for their operator ID before you start.
• You need to be able to edit your operator's settings to send, change or withdraw a request. The receiving operator needs the same rights on their side to accept it.
• Moving items between accounts within your own operator doesn't need a migration request.
• Subscriptions on a moved account are cancelled. See What happens when items move before you send the request.

Send a migration request

1. In Monta Hub, select Helpdesk in the sidebar, then New.
2. Choose to send it to Monta and select Migration request.
3. Under What do you want to move?, select An account, EVSEs or Locations.
4. Pick the items. For EVSEs and locations, search and add them to Selected. The count under the list shows how many you have picked, for example "1 of 500 picked". Each EVSE shows its ID, its location and address, so you can tell stations with the same name apart. If you change the kind of item, the selection starts empty.
5. Enter the Receiving operator ID.
6. Under When, keep As soon as it's accepted, or select On a date and pick a date and time up to 90 days ahead. Times are in your account's time zone.
7. Optionally add a Background, for example "The customer has changed operator". The receiving operator sees it.
8. Select Send.

The request now appears under Sent in your Helpdesk, and Monta can follow it too. The receiving operator sees the time you chose before they accept.

Accept or reject a request

When another operator sends you a request, it appears in your Helpdesk Inbox as a ticket from Monta. Your admins also get a message in Monta Hub and an email.

1. Open the ticket and select Open migration request. The page shows what moves, from which operator, when it's due to move, the background they gave, and when the request expires.
2. To accept:
   • EVSEs or locations: under Lands in account, choose which of your accounts they move into. Search by account name, owner or ID. A personal account shows its owner under its name, so you can tell personal accounts apart.
   • An account: under New owner, choose the person who will own the account. This must be an active member of your own operator.
3. Select Accept. If the move is due, it happens straight away.
4. To refuse, select Reject and give a reason. The sending operator sees your reason.

A request you don't answer within 14 days expires, and the sender has to raise it again.

Change the time or withdraw

Until the move has happened, the sending operator can open the request and:

• Change the time, before or after it's accepted. Pick a time between 1 hour and 90 days from now, or choose Right away, then select Save time.
• Withdraw the request. Nothing moves, and the receiving operator can no longer accept it. To move the items later, send a new request.

The receiving operator can't choose a different time. If the time doesn't suit them, they can reject the request and ask you to send a new one.

What happens when items move

Everything in a request moves together: either all items move, or none do.

Moving	What changes
An account	The account moves to the receiving operator, owned by the person they chose. Its members, charge keys, wallet and price groups stay with the account. Its charging stations keep their pricing and visibility. Plans and fees follow the receiving operator's setup. Its subscriptions are handled as described below.
EVSEs	Each EVSE moves into the account the receiving operator chose. Its price groups and schedule are cleared, it's set to private, and any payment terminal is unlinked.
Locations	The location and all its EVSEs move into the chosen account. Each EVSE is handled as above.

Past charging sessions, invoices and payouts stay with the operator they were made under.

Subscriptions on a moved account

When an account moves, Monta Hub cancels the account's subscriptions that your operator or its parent operators bill, right before the move.

• The subscriptions end immediately, not at the end of the billing period.
• No refund is issued for the rest of a paid period.
• Subscriptions that the receiving operator or its parent operators bill carry over with the account.
• If another operator, unrelated to both of you, bills a subscription on the account, the account can't move.
• If an item fails to move, the subscriptions stay as they were.

When a request has moved, the request page shows Moved. Check the items. Check each item and set up any subscriptions it needs again. The page doesn't list which subscriptions were cancelled.

Some accounts can't be moved, for example a personal account, your operator's own account, or an account with an active subscription from an unrelated operator. If a move can't go ahead, the request page shows The move was blocked. Pick a new time to try again, or contact Monta through the Helpdesk to find out why.

Follow a request

Both operators see the same request page. Nobody else can open it. It shows:

• Progress: requested, accepted (or how it ended), when it moves, and when it moved, each with its time.
• Items: everything in the request, with IDs and links to their pages.
• Request details: from, to, where it lands, the new owner and the background.

Each operator also has a ticket for the request: the sender under Sent, the receiver in the Inbox. These tickets update on their own and close when the request ends. You aren't asked to rate them. The Helpdesk lists them as tickets; saved drafts are only under the Drafts tab.

Status	What it means
Awaiting operator approval	Waiting for the receiving operator to accept or reject.
Accepted	Accepted. It moves at the chosen time.
Moved	The items now belong to the receiving operator.
Rejected	The receiving operator refused it. Their reason is on the request page.
Expired	Nobody decided within 14 days.
Withdrawn	The sending operator withdrew it.
Cancelled	Monta cancelled it.

Frequently asked questions

Who is told when the move has happened?

The person who sent the request gets a message in Monta Hub and by email. For moved EVSEs, the receiving account's admins are also told. The request page and both tickets show Moved for everyone.

Can we move a whole sub-operator?

No. Migration requests move accounts, EVSEs and locations. Contact Monta through the Helpdesk about moving a sub-operator.

The new owner list is empty. What do I do?

The new owner must be an active member of the receiving operator itself. Invite the person to your operator first, then accept the request.

Is anything moved before the receiving operator accepts?

No. Nothing moves until the request is accepted and its time has come.

Are subscriptions on moved EVSEs or locations cancelled?

No. Only moving an account cancels subscriptions, as described in Subscriptions on a moved account. EVSEs and locations keep theirs. After any move, check each item on the request page.