Frequently Asked Questions
(FAQ)

As an Electrify America Pass or Pass+ member, if you’ve downloaded the Electrify America app and added a valid payment method to your account, you have two ways to start a charge by smartphone:

1. Using the digital membership pass, which requires tapping or holding the smartphone near the charger’s RFID reader.
   • First, plug the connector into the vehicle. 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 your phone settings and that the smartphone screen is unlocked before tapping the smartphone to the reader—look for the symbol below. The Electrify America app does not need to be open.
   • iOS users: Open Apple Wallet or the Electrify America app. Tap the smartphone to the reader on the right side of the charger—look for the symbol shown here
2. Using “Swipe to Start Charge” from within the Electrify America app.
   • Ensure that your 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 screen (or your Favorites), select the charging station where you are located. You must be near the charger to start a charge.
   • Select the charger by referring to the Charger ID number at the top of the charger’s screen, and swipe to start a charging session.
     • Hint: Look for the last two digits on the charger your vehicle is plugged into.

As a guest (without an Electrify America account), you can 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. Follow all steps on the touchscreen 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, and will be released after final billing takes place. The duration of this hold is determined by your card provider.

Find an Electrify America charging station near you using our charger locator map. You can also download the Electrify America app to locate an available station, track stations coming soon, and get notifications whey they're available.

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 use blue and green color labels to help drivers easily determine the correct type of connector and corresponding power level for their electric vehicle. At Electrify America chargers, green power level labels refer to CCS connectors, while blue power labels indicate CHAdeMO. For example, a green label reading “up to 350kW” means that the charger offers up to 350kW for a CCS-compatible EV. If your car is not compatible with the maximum charge indicated, the charger will automatically give you the highest level that it can handle.

Tip: 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 have a membership, log in to the Electrify America app, go to your Account, and select “Charge history.” You can filter your history by date and share it by email.

You can also receive your receipt by text message, if you provide your mobile phone number at the start of a session. (Messaging and data rates may apply.) The total cost will also be displayed on the charging station screen at the end of your session.

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% SOC^{3
  3}Not 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, just press the “Stop” button at the bottom right of the charger screen.

You can also stop a charging session through the Electrify America app. Select “Stop Charging” on the Current Session screen.

Tips:
• If you do not want to start a charging session, but have already plugged in, you might need to press “Cancel” on the charger screen to release the connector from your vehicle.
• Depending on your vehicle 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. The speed of charge slows down toward the end of your session, regardless of your EV’s make and model. To preserve battery life, many vehicles slow their charging speed when they reach about 80% capacity or state of charge (SOC), although the exact percentage may vary for your vehicle.

Electrify America accepts Visa and MasterCard credit cards and debit cards, as well as American Express.

Depending on your location, you pay to charge either by the kWh or by the minute. In per-minute locations, the maximum amount of power your vehicle can accept (which your vehicle communicates to the charger at the beginning of your charging session) determines your power level and price.

When you plug in to charge, your vehicle tells the charger the maximum power it can accept. Based on that communication, your vehicle will be assigned to the corresponding power level offered by the charger.

Your charging speed may fluctuate due to factors like weather, age of your battery, and how full your battery is (your state of charge). The per-minute price stays the same for the entire session, regardless of how the charging speed may vary.

Where feasible, Electrify America has transitioned to kWh-based pricing. In these locations, you pay for the energy your vehicle receives, regardless of temperature, your battery’s capacity, the time it takes for your vehicle to charge, or other variable factors.

If your payment method is declined during a charging session, please update it to allow Electrify America to auto-fill your account and continue charging your vehicle.

If the payment method is not updated, charging will stop when your account balance reaches $0.

In the app, go to your Account and select “Plans.” Follow the prompts to upgrade to Pass+ or to change plan types.

Please note that a request to change from Pass+ to Pass membership will go into effect on the first day of the next billing cycle, which coincides with the monthly anniversary of your sign-up date.

If you delete your Pass+ membership, you will no longer enjoy savings of about 25% on charging.

You can cancel your membership anytime in the app. Go to your Account and select the pencil icon to edit your profile. Then select “Delete Account” and follow the prompt.

Pricing on a per-minute basis means pricing based on how long the charger was delivering energy to the EV. Pricing on a per-kWh basis means pricing based on how much energy the charger delivered to the EV. We believe pricing on a per-kWh basis offers a fair and consistent charging experience to EV drivers. We are working with regulators to follow the various processes that are required for us to provide EV charging on a per-kWh basis. This is an ongoing process and we look forward to further developments that may allow us to provide EV charging on a per-kWh basis throughout the rest of the states.

Our pricing varies by state. You can find pricing for each state on our Pricing page, or on our Locate a Charger page in the station details. You can find pricing in the Electrify America app as well—just select your favorite station from the map.

Electrify America is excited to introduce pricing for EV charging on a per-kilowatt-hour basis in many states throughout the US. This means drivers will now pay for how much energy is delivered from the charger to their EV instead of how long the charger delivered energy to their EV during their charging session.

Where we do provide EV charging on a per-minute basis, we have simplified our pricing. High-power chargers will have only two power levels instead of three. The power level of your session is determined by the rate of charge your EV communicates to the charger. The price you will pay per-minute is displayed on the charger after the session begins.

Consider enrolling in our Pass+ plan, which saves you up to 25% on charging!

Premium Offer plans that include complimentary charging aren’t affected by these changes. Once your plan expires or you exceed your plan benefits for a session, the remainder of your charging will automatically be billed at our Pass plan pricing. You can choose to enroll in Pass+ for additional savings.

We introduced the Hyundai Select and Kia Select plans to give these drivers more competitive pricing. Our new pricing gives Hyundai and Kia drivers access to the same great pricing all other compatible EVs have on our network, which is even more competitive than the Hyundai Select and Kia Select plans.

Your Hyundai Select or Kia Select plan was automatically removed from your account on September 16, 2020 when we introduced our updated pricing schedule. You can continue to charge at the new pricing using the Pass plan, or any other plan on your account. If you want to save on every minute or kWh of charging (depending on where you’re charging your EV), download the app. and enroll in our Pass+ plan.

No, your plan will automatically be updated with the new pricing.

No, you can use your existing Electrify America account credentials to sign in to the new app.

Soon, the app will allow you to connect to your Electrify HomeStation^TM charger. You’ll be able to start and stop charging, as well as set up a schedule for charging your EV.

Yes! Please ensure your vehicle is compatible with CarPlay or Android Auto and your phone is up to date. Here are a few ways you can use the Electrify America app in vehicles compatible with CarPlay and Android Auto:

• Navigate to charging stations while on the go
• View charger details
• Manage your charging session

The Electrify America app is supported by both iOS 14+ and Android 7+.

A solar canopy is a covering structure that holds solar panels and offers protection from the weather.

Today, Electrify America’s 100% solar-powered chargers offer Level 2 speeds, charging capable vehicles at a maximum rate of 3.3kW.

Charging stations equipped with solar canopies integrate with the local electrical grid (and, in some locations, on-site energy storage) to help us deliver DC fast charging.

You can also find each charger’s maximum rate by checking the Electrify America app or the charger’s screen.

Currently, all Electrify America charging stations with solar features (both the fully solar stations and our on-site solar canopy) are located in California.

You can learn more about solar energy and photovoltaics for your home and other uses by visiting the U.S. Department of Energy’s website.

The electrical grid in each region of the U.S. puts out differing emission levels. This often varies by time of day and weather conditions, which may influence renewable energy generation. To see emissions in your ZIP code, visit the U.S. Environmental Protection Agency’s Power Profiler.

It’s charging on your schedule. You can charge while you sleep or do other activities, so your car is ready when you are.

Currently, 80% of vehicle charging takes place at home¹ and while Level 1 chargers are a viable way to charge your vehicle, they take a longer time to do it. The Electrify America electric vehicle Level 2 Home Charger provides up to 7.6 kW charging power—securing up to 6 times faster charging than a standard Level 1 charger (depending on vehicle type).

¹May 2019 - Charging at Home

Yes. The Electrify America Electric Vehicle Level 2 Home Charger is certified and tested by the Underwriter’s Laboratory (UL), the same people who certify other electric appliances in your home.

The Electrify America Electric Vehicle Level 2 Home Charger uses an SAE J1772 plug and will work with all EVs currently sold within the US that use an SAE J1772 plug.

Yes! The charger is in constant communication with your car during every charge session. When your car says that it’s fully charged, the charger pauses the charge session and stop the charging session.

The specifications sheet Specification provides all the technical details.

The Electrify America Electric Vehicle Home Charger Owner’s Manual User Manual provides operating instructions.

Installation instructions can be found in the Electrify America Electric Vehicle Home Charger Installation Instructions Guide Installation Manual provides operating instructions.

The following shipping methods are available: Standard Ground (4-6 business days) and Second Day (2 business days). Business days do not include weekends.

• Standard Ground: Orders delivered within the 48 contiguous states should arrive in 4 – 6 business days depending on delivery location. Orders shipped to Alaska and Hawaii will take an additional 2 – 5 days for delivery
• Two-Day: Two Day Delivery orders will be processed on the same day if they are placed by 4:00pm PST on a business day, and should arrive in 2 business days. Orders placed after 4:00pm PST will be processed on the following business day, and should arrive in 3 business days. All orders must have a valid street address (no PO Boxes). This method is not available for Alaska or Hawaii.
• For more information, please see our shipping policy.

All major credit cards are accepted.

If you are not 100% satisfied with your purchase from the Electrify Home, you can return your item(s) for a full refund within thirty (30) days of your purchase. Returns must be unused and in the in the same condition that you received them in.

How to return an item:

Returns can be initiated through the account that the order was placed under. Orders can be accessed through your Account Dashboard in the My Orders section. Orders only qualify for a return shipment if the return is initiated within thirty (30) days of purchase.

Returns can also be initiated by accessing the Electrify Home website and visiting our Orders and Returns page.

The following details are required to initiate your return:

• Valid Order ID
• Last name associated to the Billing Address
• A valid email address

OR

• A valid zip code associated to the Billing Address

Orders only qualify for a return shipment if they initiate the return within thirty (30) days of purchase.

Processing a Return:

After we receive your item, our team of professionals will inspect it and process your refund. The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

Once an order is placed, it can be canceled for up to 15 minutes. After that time, the order has been processed and accepted by the warehouse. The order can still be returned.

Yes! The charger has a 3-year limited warranty starting from the date of purchase.

The Electrify America Electric Vehicle Home Charger Installation Instructions.

You should also review the Electrify America Electric Vehicle Home Charger Owner’s Manual for operating instructions.

Electrify Home has collaborated with Qmerit to refer you to licensed and qualified electricians that specialize in electric vehicle charger installation.

Contact Qmerit to be referred to certified electricians in your area.

A NEMA 14-50 is a four-pronged, flat pronged power cord, and is commonly used with clothes dryers, electric cooking ranges, and electric vehicles chargers.

A 240-volt outlet is a standard outlet that can handle higher voltage and current than outlets that are typically found in your house (for example, outlets that you may plug a lamp into). 240-volt outlets are typically used for electric clothes dryers and electric stoves and can have three holes (NEMA 6-50) or four holes (NEMA 14-50).