Are you a ChargePoint EV driver who needs help now? Call us for a quick, helpful answer. We take care of EV drivers 24 hours a day, 7 days a week for charging session support and ChargePoint account assistance.
EV Driver and ChargePoint Account Assistance
U.S. and Canada Toll Free: 1-888-758-4389 (24 hours)
Contact ChargePoint Driver Support
What is ChargePoint?
ChargePoint is world’s leading electric vehicle (EV) charging network, with hundreds of thousands of places to charge. We design, build and support all of the technology that powers this network, from charging station hardware to energy management software to a mobile app. We also offer residential charging with ChargePoint Home so you can charge at home and on the go.
What can I do with my ChargePoint account?
Creating a ChargePoint account will give you quick and easy access to the world’s leading EV charging network with hundreds of thousands of places to charge, as well as thousands of stations on roaming partner networks such as EVgo and FLO. With a free ChargePoint account, you can easily find stations and start charging everywhere you go. Set up notifications and reminders to get updates on the charging status of your vehicle, get in line for Waitlist and much more. To sign up for a free ChargePoint account, clickhere.
Where can I charge my EV?
You can charge your EV at any publicly accessible location on the ChargePoint network or our roaming partner networks, including EVgo and FLO. Use the ChargePoint app to find and access stations near you on multiple charging networks.
How do I start a charging session or use tap to charge?
There are three ways to start a charging session:
- Tap to charge. With the ChargePoint app installed, you can start a charging session by holding your phone over the reader symbol on the station. Make sure you have the app and are signed in to your account.
- iPhone: In the ChargePoint app, go to Menu, select Account and then Manage Cards. Pick "set it up,” add your ChargePoint pass to Apple Wallet and tap your phone on the station to charge.
- Android: Enable NFC, turn your phone screen on and tap your phone on the station to charge.
- Start charging from the app. Choose the station and click the ‘Start Charge’ button.
- Use your ChargePoint card. Just tap your activated ChargePoint card (make sure to activate it) on the card reader symbol on the station.
If you need help, call driver support at 1-888-758-4389.
How much will I pay to charge my car?
Public charging stations are independently owned and have prices determined by the station owner. Many stations are free or have discounted rates and the cost of each station can be seen in each station’s information in the ChargePoint app.
How do I obtain or activate a ChargePoint card?
You can sign up for a free ChargePoint card online or via our ChargePoint mobile app. After signup you will receive a free card within 7-10 business days. Once it arrives, you must log in to your account and activate your card. Go to My Account and select Manage ChargePoint Cards. Make sure you have your ChargePoint card on hand to enter the serial number and select save. You can also use your smartphone to start charging at any public charging station using Tap to Charge. For more information on using Tap to Charge, click here.
How do I pay for charging?
When you sign up for a free ChargePoint account, you provide payment info so you’ll be ready to charge wherever you go. The first time you use a public station with a fee, we’ll charge you $10 to keep as a balance on your account. If you only use free stations or only charge at home with ChargePoint Home, you’ll never be charged.
What are connections and how do I connect to a station?
Some stations require you to establish a connection to use them, or offer special deals to drivers who connect to the stations. You can send a new connection request in the app by going to the main menu > Account > Connections > Browse and entering your connection code or searching for your organization's name. Tap the organization name, enter any requested info (such as license plate number), agree to the terms and submit your request to connect. Once your connection is approved by the organization, you'll be able to charge at the station.
For more information, check out the Connections FAQ.
Why am I seeing "You're not using a ChargePoint account" when I tap my phone on a station?
Make sure you’ve signed in to your ChargePoint account and enabled tap to charge. This will resolve the issue.
Why are ChargePoint notifications important?
Notifications help you stay aware of your electric vehicle charging status at all times. You can set up mobile and email notifications for:
- When your car is fully charged.
- When charging is interrupted.
- When the power to your car is reduced.
- For charging station reservation status and reminders.
What can I do if all charging spots are busy?
If all the charging spots are busy, don’t worry—you have options. You can just click the Notify When Available button on the station screen in the app and we’ll let you know when the EV in the spot is done charging. When you get the alert, you can head out to move your car and charge, or decide that you don’t need to charge right now after all—it’s up to you.
To help more drivers like you charge their vehicles, some station owners have enabled the Waitlist feature to let you get in a virtual line for those charging stations. First, make sure to turn on notifications (in the app, go to the main menu and select Account, then choose Notifications) so we can send updates about your place in line. Here's how to get in line:
- When all stations are in use, click Join Waitlist from the map view in the ChargePoint app (see below) or tap your phone or card at a station.
- Tip: If Join Waitlist doesn’t show up in the app, stations are available or Waitlist is not turned on.
- When a spot opens up, we’ll let you know with a text and/or app notification based on your preferences.
- Accept the spot and we’ll hold it for you. Don’t accept unless you can move your car right away.
- If you're busy, hit Snooze to let the next person have the spot (but keep your place in line).
- If you don’t need a charge anymore, just Leave Waitlist.
- You can also save a Waitlist if you want to join specific stations only.
The station owner decides how long a driver can stay at a station, so all drivers get an opportunity to charge. If you’re already charging, you'll be notified when it's time to move your vehicle so someone else can charge.
Visit the Waitlist FAQ to learn more.
How does ChargePoint manage station faults?
When we encounter a charging station that is not operating correctly or a driver notifies us that a station is down, we reach out to the owner and help facilitate the repair. If you come across a station that is down, select ‘Report a Problem’ in the station’s information section to notify Support of a faulted charger.
Why would a station show "Restricted Access"?
Station owners can set a station to Restricted Access if it's not accessible to all drivers. For example, a station might be limited to use by customers or employees only, or located behind a gate or in a private garage.
What about charging at home?
ChargePoint Home Flex is a Level 2 home charger that charges any EV up to 9X faster than a standard wall outlet. With Flex, you can schedule charging to save money, set reminders to plug in and manage home and public charging with the ChargePoint app. Visit the ChargePoint Home Flex Resources Page for more information about charging at home.
How are my greenhouse (GHG) gas savings computed?
To estimate the GHG emissions you’ve avoided by driving electric, we estimate how far you’ve driven based on the energy provided to your electric vehicle (EV), calculate the emissions caused by generating that electricity, and compare this with the emissions that would be generated by a gas-powered vehicle traveling the same distance. We use the following data:
- Driving an internal combustion engine (ICE) vehicle emits an average of 8.8 kg CO2 per gallon (19.4 lbs CO2 per gallon). [1]
- An EV has an average efficiency of 3.0 miles per kWh, based on data for several types of EVs.
- The United States passenger car average fuel efficiency for ICE vehicles is 23.9 miles per gallon (mpg). [3]
- The average emissions from generating electricity in the United States is 0.9472 lbs CO2/kWh. [4]
- CO2 is 95% of GHG emissions [5]
We use these numbers to estimate (19.4 × 3.0 / 23.9 – 0.9472) ÷ 95% = 1.5662 lbs CO2/kWh, or 0.71 kg CO2/kWh of GHG savings for the United States. We multiply this number by the amount of energy you’ve used to charge to get your GHG savings estimate.
