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 spot to charge?

 

Get the ChargePoint app to find available spots, 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) 7519 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 join a virtual queue 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 the queue. Here’s how to get in the queue:

  • 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 the queue).
  • 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.

Why would a station show "Restricted Access"?

 

Station owners can set a station to Restricted Access if it's not accessible to all drivers. For example, a station might be limited to use by customers or employees only, or located behind a gate or in a private garage.

Where can I charge my EV?

 

You can charge your EV at any publicly accessible location on the ChargePoint network or our roaming partner networks. Use the ChargePoint app to find and access stations near you on multiple charging networks.

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 that 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 +44 (020) 7519 5052.

Why am I seeing “You’re not using a ChargePoint account” when I tap my phone on a station?

 

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

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.

How are my greenhouse gas (GHG) savings computed?

 

To estimate the GHG emissions you’ve avoided by driving electric, we estimate how far you’ve driven based on the energy provided to your electric vehicle (EV), calculate the emissions caused by generating that electricity, and compare this with the emissions that would be generated by a gas-powered vehicle travelling the same distance. We use the following data:

  • Driving an internal combustion engine (ICE) vehicle emits an average of 2.3 kg CO2 per gallon (19.4 lbs CO2 per gallon). [1]
  • An EV has an average efficiency of 4.8 km per kWh (3.0 miles/kWh), based on data for several types of EVs.
  • The average fuel efficiency for ICE vehicles is 19.6 km/L (23.9 miles per gallon). [3]
  • European countries generate different amounts of emissions through electricity production. See below for details. [4]
  • CO2 is 95% of GHG emissions [5]

We use these numbers in the calculation (19.4 × 3.0 / 23.9 — country-specific emissions factor) ÷ 95% to estimate the kg of CO2/kWh of GHG savings in each country. We multiply this number by the amount of energy you’ve used to charge to get your GHG savings estimate.

For details on the emissions factor by country, see the table below:

Country

Source

Date Last Updated

New Emission Factors

(kg CO2 / kWh)

Canada

Canada Energy Regulator (CER)

2020

.308

France

European Environment Agency (EEA)

08/12/2020

.115

Germany

European Environment Agency

08/12/2020

.745

Italy

European Environment Agency

08/12/2020

 

.514

Netherlands

European Environment Agency

08/12/2020

 

.859

Norway

European Environment Agency

08/12/2020

 

.042

Spain

European Environment Agency

08/12/2020

 

.456

Sweden

European Environment Agency

08/12/2020

 

.017

United Kingdom

European Environment Agency

08/12/2020

 

.503

United States

Environmental Protection Agency (EPA)

09/03/2020

0.9472