What features do you have for electric car owners?
To offer you the best possible experience, the PayByPhone app is evolving constantly. Here’s a list of the main features found in our app for EV drivers:
- Use the map and search for your location to find chargers near you
- View charger info and pricing
- Start and stop charging sessions in the app
- Pay for charging sessions
Contents:
Why do you take a pre-authorisation fee?
How long will the pre-authorization fee be held for?
The session never started; why have you still taken a pre-authorisation fee?
When is payment taken for my car charging
What happens if the session cost is lower than the pre-authorisation fee?
Why do I have two transactions for one session?
How do I find out the cost of charging my vehicle?
How do I start charging my car?
Why won't my charging session end?
Why won't my charging session start?
Where can I see my charging session history?
How long does it take to charge an electric car?
How much does it cost to charge an electric car?
What do I do if the charger has an issue?
EV Charging
How Can I find an EV charging site?
What do the green and grey pins mean?
Payments
What is a pre-authorisation?
The pre-authorisation charge puts a temporary hold on a specific amount of the available balance on a credit or debit card. This charge checks that the card is valid and has sufficient funds to cover the transaction. The amount is set aside by the card issuer, but not transferred to us.
Why do you take a pre-authorisation fee?
We take a pre-authorisation fee because once you have finished your charging session the full details of the charge, including the energy used and the total amount, must be sent to us by the Charge Point Operator (CPO).
This process can take anything from a few minutes to up to 30 days, so we hold a fee to ensure that the funds are kept aside to cover the cost of the charging session. Occasionally the charging session total cost will be more than the amount that we hold, in which case we will perform a separate transaction for the difference.
How long will the pre-authorisation fee be held for?
We hold the pre-authorised fee for 24 hours, or less if we receive the charging details record from the CPO, or the session is cancelled before the 24 hours is reached. Please note that although we release the pre-authorisation immediately it may take a little longer for your bank to action the release.
The session never started; why have you still taken a pre-authorisation fee?
Sometimes there may be an issue with starting a session. The reservation will be kept for up to 24 hours, even if the session doesn’t start, because we won’t know that the session didn’t take place until the charge point operator sends us details. You cannot start a new session if you have an active reservation.
When is payment taken for my car charging?
No money is withdrawn from your account until your session is completed. We initially complete a pre-authorisation, where the funds are locked on your account until the session ends, or for up to 24 hours. No transaction or withdrawals occur until the charging session ends. At that point, you’ll only be charged the correct amount for the charging session, ensuring that you’re billed accurately.
What happens if the session cost is lower than the pre-authorisation fee?
If the session cost is lower than the pre-authorisation fee, we will capture the session cost. The remaining amount will be sent back to the payment method you’ve chosen.
For example:
The pre-authorisation amount is £30. Your charging session costs £25. You will have one transaction of £25 and the remaining £5 goes back to you.
What happens if the session cost is higher than the pre-authorisation fee?
If the session cost is higher than the pre-authorisation fee, we will deduct the full cost of the session.
For example:
The pre-authorisation amount is £30, and your session costs £45. You will have one transaction of £45 on your account, and the £30 pre-authorisation fee goes back to you.
Why do I have two transactions for one session?
If the amount available on your card is insufficient to cover the full session cost, you will have two transactions on your card: one for the pre-authorised reservation amount and one for the remaining amount.
For example:
You have £40 available on your card. The pre-authorisation fee is £30 and your session costs £45. Because the available amount on your card (£40) does not cover the full session cost (£45), you will be charged twice: we will take the £30 that was pre-authorised and then the remaining £15 in a separate transaction.
Where can I find my receipt?
Your EV charging session receipt will be detailed in the EV & MOT receipts section within your account.
How do I find out the cost of charging my vehicle?
The way EV charging is priced can be confusing. We want to make the pricing more understandable and transparent.
The Charge Point Operators (CPOs) set the prices.
PayByPhone doesn’t own or operate the chargers. Instead, we help connect the drivers through our sister company Plugsurfing, who have partnered with multiple Charge Point Operators (CPOs).
The Charge Point Operators (CPOs) set their own prices, and the price for a charging session will vary, depending on many things:
- Location
- Charging speed
- Time of the day
Check the price listed in the app before starting a charging session.
Blocking fees:
Additionally, some chargers have a blocking fee that is charged if a session is not ended within a certain timeframe. This is to ensure that chargers are available for use by other drivers. If you may be charged a blocking fee, it would be clearly displayed in the app before starting the session.
We encourage you to reach out to us if you have any further questions or concerns. Our team is available to assist you in any way we can.
Charging Session
How do I start charging my car?
Charging your EV using PayByPhone is easy. You can start and stop sessions directly in the app. Here’s a step-by-step guide for starting a charging session:
- Open the PayByPhone app on your smartphone and log in.
- Select the ‘EV Charging’ button under ‘Plan Your Journey’.
- Search the area near you to find a charger by pressing ‘search this area’, or find one on your journey by using the search bar to type in a location.
- Click on nearby chargers via the map pin, or use the list that is returned from your search to see the charger details like available plugs and pricing.
- Select the plug that works with your car and tap the "Charge" button for the charger you wish to use.
- Enter your payment details and tap ‘Start Charging’.
- Follow the instructions on the screen to connect your car to the charger and start the charging session.
- Once the charging session has started, you can monitor its progress through the app and slide to end the charging session.
Why won't my charging session end?
If you're having trouble ending a charging session via the PayByPhone app, here are some troubleshooting steps you can try:
- Session complete: Make sure you slide to end the charging session in the app, that your car has finished charging and the charging cable is disconnected from your vehicle.
- Internet connection: Make sure your smartphone is connected to the internet and that you have a stable connection.
- Location: Check that your smartphone is close enough to the charger to establish a connection.
- Restart: Turn off the PayByPhone app, restart it, and try ending the charging session again.
- Contact the Charge Point Operator (CPO): If you're in a hurry and cannot wait for customer support to respond, you may try contacting the charger operator for assistance.
- Contact support: If you're still unable to end the charging session, contact customer support for assistance.
It's essential to make sure the charging session has ended correctly to avoid any additional charges or problems. Always double-check that the charging cable is properly disconnected from your car before leaving.
Why won't my charging session start?
If you're having trouble starting a charging session when using PayByPhone, here are some troubleshooting steps you can try:
- Internet connection: Make sure you have a stable internet connection and that your phone is connected to the internet.
- Correct charger: Check that you have selected the correct charger and that it is compatible with your car. Check the connector and make sure that it is securely plugged into your vehicle.
- Park close: Check that your car is parked close enough to the charger to establish a connection.
- Station errors: Ensure that the charger is active and functioning correctly by checking the display or contacting the charger operator.
- Charging steps: Make sure you have followed the steps to start the charging session via the app.
- Payment method: Make sure you have added a payment method, your payment details are up to date, and you have enough credit to cover the cost of the charging session.
- Restart: Turn off the PayByPhone app, restart it, and try starting the charging session again.
- Contact the Charge Point Operator (CPO): You can find the CPO's contact information on the charger. Explain the issue and provide them with the location of the charger, as well as any error messages or other information that may be helpful.
- Try a different charging location: If the issue cannot be resolved with the CPO, try finding another charger nearby using the PayByPhone app.
If you still can’t charge, contact our customer support team for help.
Where can I see my charging session history?
Your EV charging session will be detailed in the EV & MOT receipts section within your account.
Other
How does EV charging work?
In electric vehicle charging, you use electricity to recharge the battery of your electric vehicle. This process can occur through a variety of charging methods, including AC charging and DC charging.
Alternating current (AC) charging is the most common method and typically takes longer to charge. Direct current (DC) charging is faster, but often more expensive.
Most electric vehicles are compatible with electric charging. Check the specifications of your vehicle to ensure that it can be charged using the specific type of charger you plan to use. This information can typically be found in your vehicle's owner's manual or on the manufacturer's website.
Not all chargers are compatible with all types of electric vehicles. Some chargers only offer AC charging, while others offer both AC and DC charging. You can use the the PayByPhone Map to find out what types of connectors a specific charger has so you can ensure that it's compatible with your vehicle.
How long does it take to charge an electric car?
The time it takes to charge an electric vehicle depends on many factors:
- Charging speed and type (AC or DC)
- Size of vehicle’s battery
- The current level of charge
AC charging typically takes several hours to fully charge a vehicle, while DC charging can charge a vehicle in as little as 30 minutes. Remember that you don’t need to charge your battery to 100 percent every time.
How much does it cost to charge an electric car?
The cost of charging an electric vehicle also depends on many factors:
- Charging speed
- Time of the day
- Location
It's important to research the specific charger you plan to use to ensure that you understand the pricing and any associated fees. You can see pricing tariffs for each charger in the PayByPhone Map.
What do I do if the charger has an issue?
If you encounter an issue with a charger, there are a few steps you can take to address the problem:
- Contact the CPO: Contact the charging point operator (CPO) that owns and operates the charger. The contact information for the CPO should be displayed on the charger. The CPO will work with you to troubleshoot the issue and resolve the problem.
- Follow up: After reporting an issue, make sure to follow up with both the CPO operator and our support team to ensure that the problem is resolved. If you were unable to use the charger due to the issue, you may be eligible for a refund or credit.
It's important to report any issues you encounter with chargers to ensure that they can be addressed and resolved as quickly as possible. By working together with customers and CPOs, we aim to provide a reliable and convenient charging experience for all electric vehicle drivers.
EV Charging
How can I find an EV charging site?
Here’s how to get started:
1. Open up the EV charging map within PayByPhone (make sure that you have location services enabled)
2. Search for the charging station that you want to charge at. There are multiple ways to find the charging station you need:
- Use the map filters so that you only see pins that match your criteria.
- Looking for chargers near a specific location? Search by address or point of interest to zoom your map to that location.
3. Click on the pins to view some quick details about a charging station.
4. Swipe up to find more information about a charging station, such as price and operating hours.
5. Click on “Get directions” from the map or from the charging station details to view directions in your map app.
6. Ready to charge? Click to get the PlugSurfing from the charging station details screen
What do the green and grey pins mean?
Grey map pins indicate charging locations where all the connectors are currently in use.