GeniePoint EV Charging

icon 3
FAQ

Your questions answered

Please note that there is no downloadable app available from a store.

Register and start using our chargers straight away.

Once registered you can start a charge by following these easy steps….

  1. Log in to your account
  2. Tap on Start a Charge (ensure location settings are enabled)
  3. Tap on the charge point you require
  4. Ensure your vehicle is connected to the charge point first
  5. Tap the green Charge button, followed by the large green Confirmation button
  6. Charging will commence
  7. Check the charge indicator on your vehicle before leaving, to ensure it is charging.

Register and complete all registration details

  • To start a charge, tap on Start a Charge from the main menu (ensure location settings are enabled)
  • Tap on the charge point you require
  • Ensure your vehicle is connected to the charge point first
  • Tap the green Charge button, followed by the large green Confirmation button
  • Charging will commence
  • Check the charge indicator on your vehicle before leaving, to ensure it is charging
  • Alternatively, you can add a RFID card to your account
    1. You must be within 100m of a charger
    2. Open the mobile site
    3. Click My Account and select Register (under RFID card)
    4. Follow the on-screen instructions

To order a RFID card please log in to your account:

  1. Select My Account from the main menu
  2. Go to RFID Card
  3. Tap on (New Card) Buy
  4. Tap Buy RFID card

Please allow up to 5 working days for your card to arrive in the post

You can register any existing RFID card on to the network. To register a card, take your card to your nearest network charger and follow the instructions below…

  1. Login to your account
  2. Select My Account from the main menu
  3. Go to RFID Card
  4. Tap on Register
  5. Follow the on-screen instructions

You can now start using your chosen RFID card at all network charge points.

Ensure your location services are switched on before trying to access the map by:

  1. Proceed to settings on your iPhone
  2. Select privacy
  3. Select location services
  4. Go to Safari and change option from "never" to "while using the app".

Please contact our customer service team. Contact Page

Please check:

  • You have credit or auto top up enabled on your account
  • If using a RFID card check it is registered to your account
  • Your vehicle is powered off and in park mode
  • The charge point has green lights – if there are 2 red lights on the charger follow the on-screen instructions to reset the Charge Point, this applies to Rapid Chargers only
  • The cable is firmly locked in to your vehicle
  • If using the mobile site ensure you select the correct connector
  • If you are still unable to start a charge, please contact our customer service team. Contact Page

If you are unable to release the cable at the end of a charge session, please wait up to 1 min as the charge point may need to ‘time out’ after the session has ended. If you are still unable to release the cable:

  • Press the eject button on the vehicle key fob to release AC cables
  • Disconnect the cable from vehicle if possible, lock and unlock the door and then reconnect the cable to the vehicle.
  • Restart charge session, let it run for at least 2 minutes then stop it and try removing the cable
  • If the above fails please contact our customer service team. Contact Page

Please check that the email address you entered matches the email address registered on your account and the password is correct. If the password is incorrect please click the forgotten password link and you will receive a reset password email.

If you are unable to resolve the issue please contact our customer service team. Contact Page

Ensure you are logged in to your account:

  1. Select My Account from the main menu
  2. Go to About You and click on Edit, to update your details
  3. If you would like to update your e-mail address, please contact us, and we will make this change for you.

An overstay fee may be implemented when your vehicle is connected for over a certain period of time, and then for each subsequent period. Please see the information on the map for more details.

Most of our fast charge points are not subject to an overstay fee, however, please check the charge point information on our map and on individual charge points for specific details.

The overstay fee exists merely to ensure that the charge points are available for the next customer to use once you have finished charging.

Our charge points are often located on ‘host’ sites (such as council owned car parks). It is the host that decides whether parking fees apply whilst charging. Most site owners will grant you free parking, but it is very important that you read the on-site signs to make sure you understand their policy.

We will not accept any responsibility if you are issued with a penalty charge notice for non-payment of parking charges.

Overstay Fees may be implemented if you are charging for over a certain period of time.

Most of our fast charge points are not subject to an overstay fee. However, please check the charge point information on our map and on individual charge points for specific details.