EV Driver Support

Are you a ChargePoint EV driver who needs help now? Call us for a quick, helpful answer.

EV Driver and ChargePoint Account Assistance
+44 (020) 7519 5052

What is ChargePoint?

 

ChargePoint brings electric vehicle (EV) charging to more people and places than ever before with the world’s leading and most open EV charging network. 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. Our work transforms transportation and energy use by helping more people choose to drive electric. ChargePoint’s real-time network information – including the availability of charging locations throughout the nation – is available through the ChargePoint app.

What can I do with my ChargePoint account?

 

Creating a ChargePoint account will give you quick and easy access to all stations on the leading EV charging network and other major networks. With your ChargePoint account, you’ll be able to charge at stations from ChargePoint and most other major networks, reducing the need for multiple accounts or memberships. Plus, you’ll be able to see station availability before you arrive and can set up mobile and email notifications to get updates on the charging status of your vehicle.

How do I find a space to charge?

 

Get the ChargePoint app to find available spaces, start charging and get updates when your car is fully charged.

How do I start charging?

 

Tap your phone (with the app signed in to your account) or ChargePoint card on the station to unlock the charging connector. Or, tap the orange “Start Charge” button on the station info page in the app.

Step 2: Lift the Connector

Push the button on the connector to lift it out of the holster.

Step 3: Plug In (and Check In)

Plug the connector into your EV (and hit the blue button to start charging, for fast charging). Check your EV to make sure that you’re charging (there are often indicator lights on the dashboard).

Step 4: Do Your Thing

Relax and go about your day. We’ll send you an update when your car is fully charged.

Step 5: Tap Out

When you get back to your EV, tap your phone or card (and press the blue button, for fast charging) to end your session. The station will show you how much it cost and we’ll send you a receipt.

Don’t forget to unplug the connector and put it back in the holster. Then, drive away happier in your fully charged EV.

If you need help, call driver support at +44 (020) 7 519 5052.

How much will I pay to charge my car?

 

Stations on the ChargePoint network are independently owned, so each station owner sets the price for use of their stations. You can see the price to use a specific station on our app by viewing the indicated rates on the station details page. Because prices are dynamically configured by individual station owners, the price you pay at any given ChargePoint station is subject to change at any time without notification.

How do I obtain or activate a ChargePoint card?

 

You can sign up for a free ChargePoint card online or via our app. After sign-up 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 that you have your ChargePoint card on hand to enter the serial number and select save.

How do I pay for charging?

 

ChargePoint operates on a credit system. The first time you use a ChargePoint station with a fee, you’ll need to enter payment information. We’ll charge you £10, keep that as a balance on your account and deduct your charging costs from it. Every time your balance goes below £5 we’ll add another £10 using the payment method on file. (If you charge your EV a lot, we’ll bring your balance up to your average monthly charging total instead of £10.)

If you only use free stations, we’ll never charge your card. If you cancel your account, we’ll refund the remainder of your balance. To update or remove your payment information at any time, go to Financial Information (web) or My Profile (mobile) under My Account.

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.
  • You can also save a Waitlist if you want to join specific stations only. 

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.

How does ChargePoint manage station faults?

 

ChargePoint monitors the health of the network. When we encounter a station that is not operating correctly or are alerted to a down station by a driver, we reach out to the owner (or their designee) in order to help facilitate the repair. The vast majority of ChargePoint manufactured stations are owned independently, and thus, any repair or maintenance of those stations will be carried out by the owner of a given charging station.