Knowledge base
The articles the customer can already read. Send the link, do not retype the answer.
How do I start a charging session?
ChargingScan the QR on the connector or pick it in the app, confirm the price, pay, then plug in.
How do I stop charging?
ChargingTap Stop in the app, or unlock the car. The session ends and the receipt arrives in seconds.
Why is money held before I charge?
Payments & receiptsA hold, not a charge. Released when the session ends - you pay for the kWh you actually took.
How is the price calculated?
Payments & receiptsEnergy × the tariff rate, plus any session fee, VAT inclusive. Quoted before you commit.
Where are my receipts?
Payments & receiptsEvery session, under History. Downloadable, with the TIN and VAT breakdown.
Which payment methods can I use?
Payments & receiptseZ Cash, mCash, FriMi, Visa/Mastercard, or the in-app wallet.
How do refunds work?
Payments & receiptsReviewed the same day, 1-3 working days to land. Never promise a date beyond that.
Which connector do I need?
Stations & connectorsCCS2 for most new EVs, CHAdeMO for older Leafs, Type 2 for AC. The app filters by car.
What do the map pin colours mean?
Stations & connectorsPurple ultra, pink rapid, orange fast, yellow slow. Green tick = a bay is free.
Using the wallet
AccountTop up, charge without a payment prompt. Balance is theirs - refundable on request.
My data and deleting my account
AccountPersonal details removed; receipts retained where the law requires. Route to admin.
My charge did not start
TroubleshootingReseat the cable, check the app shows Preparing, try a second bay. Then raise a ticket.
That is an article that does not exist yet. “My charge did not start” is the most-read piece we have, and it exists because agents kept typing it out by hand.