Frequently Asked Questions
(FAQ)

Public Charging

How do I use my membership plan to start a charging session at an Electrify America charger?

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.
Diagram showing how to tap a smartphone to the charging station’s RFID reader

If I’m not a member, how do I start a charging session at an Electrify America charger?

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.

How do I locate an Electrify America charger?

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.

What do the Electrify America DC charger power levels listed on the station mean?

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.

What do the labels on the Electrify America chargers indicate?

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.

If one connector on a charger is already plugged into a vehicle, can I use the other one?

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.

What is an idle fee?

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.

How do I get a receipt?

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.

How can I track the progress of my charging 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% 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.

What does "state of charge" mean?

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.

How do I stop the charging session?

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.

What should I do if I get a charging error?

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.

Charging slows down toward the end of my session. Is that normal?

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.

Payment & Membership

Which payment methods do you accept?

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

How is pricing determined?

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.

In per-minute locations, how does power level pricing work?

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.

In per-kWh locations, how does pricing work?

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, or other variable factors.

How do I pay for charging and for the Pass+ subscription fee?

When you sign up for Electrify America Pass or Pass+ in the mobile app, follow the prompts to add your credit card to your account. Then select an amount to automatically load money to your Electrify America balance.

This amount will be added to your account the first time you charge your vehicle at an Electrify America charging station after signing up. Every time your balance falls to or below $5, your account will reload with the amount you selected.

The cost for charging, idling, and any applicable taxes will be deducted from your balance at the end of your charging session.

If you’re a Pass+ member, your monthly subscription fee will be charged to your credit or debit card when you sign up and deducted from your Electrify America balance monthly thereafter.

What happens if my Electrify America account runs out of money?

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.

How do I switch from one membership type to another?

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.

How do I delete my account?

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.

Why is EV charging priced on a per-kWh basis in some states and on a per-minute basis in others?

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.

Is EV charging at my favorite location priced on a per-kWh basis or per-minute basis?

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.

How is the new pricing structure better than your old pricing structure?

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!

Does this new pricing change my Premium Offer plan?

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.

What happened to the Hyundai Select and Kia Select plans?

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.

If I am a Hyundai Select or Kia Select driver, do I need to enroll in Pass+ to save on charging?

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.

If I am an existing Pass+ member, do I need to do anything to get the new pricing plan?

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

Mobile App

Will I need to create a new account to use the new app?

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

How does the redesigned app make charging at home easier?

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

Renewable Energy & Sustainability

What is a solar canopy?

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

How fast is solar EV charging?

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.

Where are Electrify America’s solar chargers located?

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

How can I learn more about solar energy in general?

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.

How can I learn more about the environmental impact of energy from utilities in my area?

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.