Charging support for business customers

The charging location may be set for private use, which means you need charging authorization to charge at that site. If you know you are entitled to charge there, request charging authorization in the app under “Profile” → “Report a problem” → “Charging permissions.”

You can find the charging price details in the app under each charging device. For one-time users, the price is also shown on the payment page after entering the charging device ID number.

With an AC charging station, use your own charging cable. First connect the cable to your vehicle and then to the charging station. Make sure the connector is fully and securely inserted. Start charging by authenticating with an RFID tag or via the app.

With a DC charging station, the cable is attached to the charging station. Follow the instructions on the charger to start charging. You can authenticate either with an RFID tag or via the app. Please note that the authentication method used to start charging also determines how the charging session is ended.

Please check the following:

• Make sure a payment card has been added in the Plugit Charge App under Profile → Payment methods.
• Ensure there are no unpaid invoices on your charging account that could lock your account (see Paying for charging sessions).
• Check that the charging cable is properly connected to both the vehicle and the charging station. You can unplug and reconnect the cable once—make sure it is fully inserted.

If charging does not start within the time limits set by the charging station and the vehicle, the start attempt will fail. In this case, the entire charging session must be started again. The time limits vary depending on the charging station and the vehicle.

Charging power is affected by several factors, including the maximum power of the charging station, the vehicle’s ability to receive power, the vehicle’s charging settings, the number of vehicles charging simultaneously at the site, and the battery temperature and state of charge.

At different types of charging locations, charging power may be managed in various ways to distribute power evenly between multiple charging outlets.

With an AC charging station, ending the charging session is done by unplugging the cable first from the vehicle and then from the charging station. Depending on the vehicle, you may need to unlock the car doors before the cable can be removed. There may be a short delay between unlocking the doors and the cable being released, so please be patient.

When charging at a DC charging station, the charging station must receive a command to end the charging session before the cable can be unplugged. You can send the stop command using the same method you used to start charging (the app or an RFID tag), or directly from your vehicle’s control panel.

If the cable does not release from the vehicle after stopping the session, use the manual release mechanism in your vehicle. Release mechanisms vary by vehicle model, so please refer to your vehicle’s user manual.

In rare cases, the charging cable may not detach normally from the charging station. If this happens, first press the cable firmly back into the station and then try to remove it again in the usual way. If the cable still does not come loose, reconnect it to the car. Start a new charging session and try to stop it by disconnecting the cable from the car.

Please note that the car locks the cable to itself. You can stop the charging session and release the cable via the car’s controls. For more information, refer to the vehicle’s user manual.

If there is a delay between the charging station and the backend system when ending a charging session, the charging status may also be updated in the app with a delay. The information should update correctly within approximately 24 hours after the charging session has ended.

Once you have registered as a Plugit Charge app user, add a payment card in the app under Payment methods.

Charging sessions from the previous month are automatically charged to your selected payment card at the beginning of the following month. If the automatic charge fails, you can pay for the sessions in the app under Charging sessions.

Unregistered users can pay for a single charging session at pay.plugitcloud.com by entering the charging station ID number and their payment card details.

Starting in summer 2024, new high-power charging stations are required to have a payment terminal where you can pay for the charging session directly with a payment card. Please follow the instructions provided at the charging station.