Frequently Asked Questions About Public Charging
1. Guests (without an Electrify America account) pay by credit card. Every Electrify America charger is equipped with a credit card reader, to make charging easily available and accessible to all EV drivers.
First, plug the connector into the vehicle. Then, the screen on the charger will guide you through next steps for presenting payment. Follow all steps on the touch screen before entering a Visa or MasterCard credit card for payment. If your card has a chip, please insert it – fully - into the reader.
A temporary authorization of $50 will be applied to all credit or debit cards, which will be released after final billing takes place. The duration of this hold is determined by your card provider’s policy.
2. Electrify America Pass or Pass+ members have two ways to start a charge by smartphone:
- Using the NFC Pass (your smartphone’s near-field communication, or NFC function), which requires tapping or holding the smartphone near the charger’s RFID device
- Using “swipe to start” from within the Electrify America app.
By installing the Electrify America app and adding a valid payment method to your account, you can enable your ability to use your smartphone’s NFC Pass and swipe-to-start capabilities to easily start a charge at Electrify America chargers.
3. Using your smartphone’s NFC Pass to start a charge.
First, plug the connector into the vehicle. The screen on the charger will guide you through next steps for presenting payment, after you have plugged in. Follow all steps on the charger screen before tapping or holding your phone near the reader.
- Android users: Ensure that NFC is turned on in phone settings and that the smartphone screen is unlocked before tapping the smartphone to the reader. The Electrify America app does not need to be open.
- iOS users: Tap the smartphone to the reader and follow the prompts on the phone.
Using “Swipe to start” to start a charge. Ensure that the smartphone’s location services are enabled, the Electrify America app is installed on your phone, and you are logged into your account.
Open the app and from the map (or your Favorites), select the charging station where you are located (you must be near the charger).
Select the charger you plugged into (match the Charger ID # at the top of the charger’s screen) and swipe to start a charging session.
Start a charging session with Swipe to start.
Our DC fast chargers are capable of delivering up to 50kW, 150kW, or 350kW. Higher power levels offer faster charging for capable vehicles. The blue and green labels on each charger indicate the maximum available kW by connector type.
All electric vehicles are different, so check your car’s manufacturer to learn about the charging capabilities of your EV. If your car is not compatible with the maximum charging level at your charger, that’s okay. Our chargers will automatically give you the highest power level that your vehicle can handle.
Tip: A DC-compatible EV can be charged at any available Electrify America station.
We’re using charger labels created with help from drivers like you! At the top of each label, you’ll find connector icons that match your vehicle’s charging port. At the bottom, lightning bolt icons signify the charger’s power—the higher the kilowatt (kW), the greater the power.
Our charging stations offer three connectors:
- Green Hyper-Fast labels indicate CCS connectors delivering up to 350 kW.
- Teal Ultra-Fast labels indicate CCS connectors delivering up to 150 kW.
- Blue CHAdeMO labels indicate CHAdeMO connectors delivering up to 50 kW.
Tip: Not all EVs can charge at a connector’s maximum power level. For example, a Hyper-Fast label means the charger offers up to 350 kW for a CCS-compatible EV. If your car is not capable of a 350 kW maximum charge, the charger automatically supplies the highest power level your vehicle can handle. Check your vehicle’s manufacturer manual to learn your car’s capacity.
If you need support at the station, contact our Customer Assistance team. We are available 24 hours a day / 7 days a week by dialing the toll-free number, 1-833-632-2778.
Though there are two connectors at each Electrify America charger, only one can be used at a time. Having two connectors ensures that it’s easy for you to plug in—no matter where your car’s charging port is located. If either connector is in use, look for the next nearest charger. Most charging stations have at least four chargers to increase availability.
Drivers who do not unplug and move their vehicle ten minutes after their charging session is complete will be charged a $0.40 per-minute idle fee. This fee encourages drivers to move their car promptly so that others can use the charger. You can be notified when your charging session is complete by text message 2 or see it on the charger screen.
2 Messaging and data rates may apply.
If you provide your mobile phone number at the start of a session, we will send you a text message receipt. 3 The total cost will also be displayed on the charging station screen at the end of your session. You can also use the Electrify America app to check on your charge history. Simply select ‘Charge history' under your user settings. You can adjust dates to find a specific transaction and share it by email.
3 Messaging and data rates may apply.
If you provide your mobile phone number at the start of your session, you can get text message updates to see:
- When charging has started
- When charging has slowed
- When charging has stopped
- Your final receipt
If you have the Electrify America app on your mobile phone you can also check the status of your charging session directly from the app. Download the Electrify America app:
Tip: You will only receive text messages from Electrify America on the mobile phone number related to each individual active charging session.
The charger screen may also display data that is updated each minute, including:
- Current power level, measured in kW
- Total time spent charging
- Current session cost
- Energy delivered to the vehicle: measured in kWh and cumulative over the session
- Initial and current vehicle state of charge (SOC), and time to 80% SOC3
3Not all electric vehicles provide this information back to our chargers.
Tip: EVs typically accept reduced charging levels as a battery charges, often slowing at around 80%. This means that the charging speed may slow down toward the end of your session.
When the charge is complete and the vehicle unplugged, your receipt will be sent as a text if you provided your phone number at the beginning of the session. This is in addition to your receipt shown on the charger screen.
State of charge, or SOC, indicates how “full” your EV’s battery is. When charging begins, most EVs send the charger an initial SOC, which is displayed on the charger screen. If available, the SOC will be updated as your car charges, though some EVs are not capable of sending our chargers this information.
Our chargers will also display the time it takes to reach 80% SOC, if your car transmits that information. EVs slow their charging rate as the battery approaches a full charge, which typically occurs around 80%. The SOC that this occurs at is often referred to as “bulk charge.” Vehicles will continue charging to 100% at this slower rate to preserve your battery life.
To end the charging session, press the “Stop” button on the charger’s screen or in the Electrify America app.
Tip: If you do not want to start a charging session, but have already plugged in, you may need to press “Cancel” on the charger's screen to release the connector from your vehicle. Depending on your vehicles model, you may also need to unlock your car to remove the connector.
The screen may ask you to unplug the connector from your vehicle and start a new session by plugging it in again. You will need to resubmit payment to begin a new session. If it’s still not working, please move to a nearby charger at that location if one is available. The Electrify America Customer Assistance team is also here to help 24 hours a day, 7 days a week. Dial the toll-free number at 1-833-632-2778.
Yes. You’ll notice that no matter which power level you charge your electric vehicle, the speed of charge slows down toward the end of your session. Similar to when you’re charging your cell phone, this is done to preserve the battery life. Many cars start slowing down their charging speed when they have reached about 80% full, but check with your car manufacturer to find out when bulk charge occurs for your car.