Contact support

How to reach us

The live chat is the quickest way to reach us, and the best option if you are standing at a charger right now.

Open the support chat

If you would rather someone called you back, say so in the chat and leave a phone number and a line about the problem, and we will arrange it.

What to include

Support replies are only as fast as the detail in the first message. These four things resolve most cases in one exchange:

1. Which station. Its name as the app shows it, or the address. "The hotel one" is not enough, some sites have several chargers metres apart.
2. Which plug, if the station has more than one. A or B, or the plug name from the app.
3. When. The date, and roughly the time for anything about money.
4. What you see. The exact wording of any message, or a screenshot. See Every message the app can show you.

For a payment question, add what you expected to pay and what was actually charged. For a hold still sitting on your card, a screenshot of your statement genuinely speeds things up, see A hold that has not been released.

What we can do from here

More than most people expect, without anyone travelling:

• See the charger's status and history, including whether it was actually online
• Restart a charger remotely
• Unlock a connector to release a stuck cable
• Look up a session and what was charged for it
• Confirm that a pre-authorisation was cancelled, which is what your bank will ask for
• Contact the venue when something needs a person on site

Before you write, in a hurry

If you are at the charger and want the fastest possible fix, two things solve most cases:

1. Reseat the cable, firmly, car end first.
2. Check you selected the plug you are actually standing at.

See Charging will not start.

Station owners

If you have chargers of your own on EV Loader, sign in to the owner portal in a browser, where the documentation for managing stations, pricing, reports and payouts lives.