EV Driver Support

Are you a ChargePoint EV driver who needs help now? Call us for a quick, helpful answer. We take care of EV drivers 24 hours a day, 7 days a week for charging session support and ChargePoint account assistance.

EV Driver and ChargePoint Account Assistance
U.S. and Canada Toll Free: 1-888-758-4389 (24 hours)

Contact ChargePoint Driver Support

EV Driver FAQ


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What is ChargePoint?

ChargePoint is world’s leading electric vehicle (EV) charging network, with more than 98,300 public charging locations. We design, build and support all of the technology that powers this network, from charging station hardware to energy management software to a mobile app. We also offer residential charging with ChargePoint Home so you can charge at home and on the go.


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What can I do with my ChargePoint account?

Creating a ChargePoint account will give you quick and easy access to the world’s leading EV charging network with over 98,300 places to plug in. With a free ChargePoint account, you can easily find stations and start charging everywhere you go. Set up notifications and reminders to get updates on the charging status of your vehicle, get in line for Waitlist and much more. To sign up for a free ChargePoint account, click here.


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How do I find a spot to charge?

You can easily find places to charge with the station map on the ChargePoint mobile app. Once you open the app, search for a station’s address or look at the stations around you and choose which station works best for you. 


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How do I start a charging session or use tap to charge?

There are three ways to start a charging session:

  • Tap to charge. With the ChargePoint app installed, you can start a charging session by holding your phone over the reader symbol on the station. Make sure you have the app and are signed in to your account.
    • iPhone: In the ChargePoint app, go to Menu, select Account and then Manage Cards. Pick "set it up,” add your ChargePoint pass to Apple Wallet and tap your phone on the station to charge.
    • Android: Enable NFC, turn your phone screen on and tap your phone on the station to charge.
    To use tap to charge, you’ll need iPhone SE, 6, 6 Plus, 6S, 6S Plus, 7 and 7 Plus running iOS 10 or newer, Apple Watch Series 2, Series 1 and 1st generation or Android 4.4 or later with NFC.
  • Start charging from the app. Choose the station and click the ‘Start Charge’ button.
  • Use your ChargePoint card. Just tap your activated ChargePoint card (make sure to activate it) on the card reader symbol on the station.

If you need help, call driver support at 1-888-758-4389.


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How much will I pay to charge my car?

Public charging stations are independently owned and have prices determined by the station owner. Many stations are free or have discounted rates and the cost of each station can be seen in each station’s information in the ChargePoint app.


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How do I obtain or activate a ChargePoint card?

You can sign up for a free ChargePoint card online or via our ChargePoint mobile app. After signup you will receive a free card within 7-10 business days. Once it arrives, you must log in to your account and activate your card. Go to My Account and select Manage ChargePoint Cards. Make sure you have your ChargePoint card on hand to enter the serial number and select save. You can also use your smartphone to start charging at any public charging station using Tap to Charge. For more information on using Tap to Charge, click here.


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How do I pay for charging?

When you sign up for a free ChargePoint account, you provide payment info so you’ll be ready to charge wherever you go. The first time you use a public station with a fee, we’ll charge you $10 to keep as a balance on your account. If you only use free stations or only charge at home with ChargePoint Home, you’ll never be charged.


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What are connections and how do I connect to a station?

Some stations require you to establish a connection to use them, or offer special deals to drivers who connect to the stations. You can send a new connection request in the app by going to the main menu > Account > Connections > Browse and entering your connection code or searching for your organization's name. Tap the organization name, enter any requested info (such as license plate number), agree to the terms and submit your request to connect. Once your connection is approved by the organization, you'll be able to charge at the station.

For more information, check out the Connections FAQ.


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Why am I seeing "You're not using a ChargePoint account" when I tap my phone on a station?

Make sure you’ve signed in to your ChargePoint account and enabled tap to charge. This will resolve the issue.


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Why are ChargePoint notifications important?

Notifications help you stay aware of your electric vehicle charging status at all times. You can set up mobile and email
notifications for:

  • When your car is fully charged.
  • When charging is interrupted.
  • When the power to your car is reduced.
  • For charging station reservation status and reminders.

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What can I do if all charging spots are busy?

If all the charging spots are busy, don’t worry—you have options. You can just click the Notify When Available button on the station screen in the app and we’ll let you know when the EV in the spot is done charging. When you get the alert, you can head out to move your car and charge, or decide that you don’t need to charge right now after all—it’s up to you.

To help more drivers like you charge their vehicles, some station owners have enabled the Waitlist feature to let you get in a virtual line for those charging stations. First, make sure to turn on notifications (in the app, go to the main menu and select Account, then choose Notifications) so we can send updates about your place in line. Here's how to get in line:

  • When all stations are in use, click Join Waitlist from the map view in the ChargePoint app (see below) or tap your phone or card at a station.
    • Tip: If Join Waitlist doesn’t show up in the app, stations are available or Waitlist is not turned on.
  • When a spot opens up, we’ll let you know with a text and/or app notification based on your preferences.
  • Accept the spot and we’ll hold it for you. Don’t accept unless you can move your car right away.
  • If you're busy, hit Snooze to let the next person have the spot (but keep your place in line).
  • If you don’t need a charge anymore, just Leave Waitlist.

The station owner decides how long a driver can stay at a station, so all drivers get an opportunity to charge. If you’re already charging, you'll be notified when it's time to move your vehicle so someone else can charge.

Visit the Waitlist FAQ to learn more.


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How does ChargePoint manage station faults?

When we encounter a charging station that is not operating correctly or a driver notifies us that a station is down, we reach out to the owner and help facilitate the repair. If you come across a station that is down, select ‘Report a Problem’ in the station’s information section to notify Support of a faulted charger.


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What about charging at home?

ChargePoint Home is a Level 2 home charger that lets drivers add 25 miles of Range Per Hour (RPH), schedule charging at off-peak rates, set reminders and manage charging with the ChargePoint app. Visit the ChargePoint Home FAQ for more information about charging at home.


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How are my greenhouse gas savings computed?

We use Environmental Protection Agency (EPA) estimates in a formula that derives the greenhouse gas (GHG) emissions you've prevented, based on how much you've charged your EV, which is a measure of how many miles you've driven on electricity instead of gasoline. Here are the estimates we use in our calculation:

  • Driving an internal combustion engine (ICE) vehicle emits 8.8 kg of CO2 per gallon (19.4 lbs CO2/gal). [1]
  • The US passenger car average fuel efficiency for ICE vehicles is 23.9 mi/gal (mpg) [2]
  • An electric vehicle has an average efficiency of 3.0 mi/kWh. [Note: This is our estimate based on data for several types of electric vehicles.]
  • The US average for emissions from generating electricity to fuel electric vehicles, is 1.55548 lbs CO2/kWh [3]
  • CO2is 95% of GHG emissions [4]

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How do I claim my $50 charging credit for installing ChargePoint Home?

Qualified users who purchase, install and activate ChargePoint Home between June 10, 2019 and July 31, 2019 will automatically receive a $50 charging credit to use at any of the ChargePoint public charging spots across North America.

This is a limited time offer. Customer will receive a $50.00 promotional credit (“Credit”) upon activating their ChargePoint Home Electric Vehicle Charger (“Home Charger”) by the program end date, July 31, 2019. Credit is limited to one per Home Charger, non-transferable, and the Credit may only be utilized at ChargePoint stations accessible/available to Customer. Any remaining or unused Credit will expire one year after issuance and cannot, at any time, be redeemed for cash. This offer is available to Customers of the United States and Canada only. ChargePoint reserves the right to modify or cancel this promotion at any time, at its sole discretion.