How can we help?

Plug your car in first. Then open the e-Charg app, tap the charger on the map, tap the plug you’re connected to, and tap Start.

Or tap Scan in the app and scan the QR code on the plug. Use the app’s scanner rather than your phone’s camera.

The app shows Connecting while it talks to the charger, then switches to your live session.

Most failed starts are a cable that isn’t fully seated. Re-plug it, listen for the click, and try again.

Still stuck? The charger might have a fault, so try another plug at the same site. If a charge doesn’t start, you’re not charged for it.

You can also tap Having trouble? on the session screen to let us know. It tells us which charger you’re at.

Tap Stop charging on the live session screen in the app, then unplug. You can plug back in any time.

Usually it’s the car. It stops drawing power when the battery is full or reaches the charge limit set in the car.

Sometimes the charger stops because of a fault or a power interruption. You’re only charged for what you used.

Not sure what happened? Go to Account → Sessions, tap the session and tap Report an issue. It sends us the session details.

That’s your car protecting its battery. Most EVs slow down past about 80%. It’s normal, and there’s nothing you need to do.

No. You can start every charge from the map in the app. If the plug has a QR code, you can tap Scan in the app and scan it instead.

Open the map in the app. Live sites show how many plugs are free right now, and sites marked SOON are on the way.

Tap a site to see its address, opening hours, plugs and prices. You can filter by charging speed, or show only chargers that are free.

Each charger’s page in the app shows its plug type, such as Type 2 or CCS2, and its maximum speed. Check it matches your car before you head over.

How fast you charge also depends on your car, its battery level and the conditions on the day.

Prices are set by each site. You’ll find them on the charger’s page in the app, including GST.

You pay for the energy your car takes, per kWh. Some sites also charge a session fee, and an idle fee if your car stays plugged in after it’s finished charging. The charger’s page shows any fees that apply.

Your price is locked in when your charge starts, and the live session screen shows your estimated cost as you go.

You top up your e-Charg wallet with a card, and each charge is paid from the wallet when it finishes. Top-ups start at $25, and you need at least $20 in your wallet to start a charge from it.

With a saved card, you can also choose Pay by card when you start, and the app offers it if your wallet is too low. The app shows how much it will hold on your card before you agree. A charge paid by card doesn’t touch your wallet.

When the charge ends, we charge your card what it cost, even if that’s more than the hold, and release the rest of the hold. Any amount under 50c left from an earlier card charge is added to your next card charge.

Turn on auto top-up under Account → Settings → Payment. Each time a charge is paid from your wallet, we check what’s left. If it’s below your threshold, or below $20 (what you need to start a charge from your wallet), we top up from your default card.

We add your top-up amount, or more after a big charge, enough to bring you back up to that level. You can turn it off any time.

We take what’s in your wallet and let you know what’s still owing and how to pay it. Auto top-up helps you avoid this.

We email you a PDF receipt when each charge is finalised, usually within a few minutes. It shows the energy, the cost and the GST.

Need it again? Go to Account → Sessions, tap the session, then tap Email receipt.

If something went wrong with a charge, go to Account → Sessions, tap the session and tap Report an issue. It sends us the session details and we’ll look into it.

Want back money left in your wallet? Email support@evna.com.au. Refunds go back to the card you paid with where possible. Wallet balances don’t expire.

Some sites charge an idle fee if your car stays plugged in after it’s finished charging, so the next driver can use the charger.

The charger’s page in the app shows the fee and how long you have before it starts, and your live estimated cost includes it.

On the sign-in screen, tap Forgot password? and enter your email. We’ll send a 6-digit code that works for 15 minutes. Enter it with a new password of at least 12 characters.

It’s best if each driver has their own account. It’s free, and it keeps your wallet, sessions and receipts separate. Whoever owns the account is responsible for the charges on it.

You can add more than one car to your account.

Your employer adds you to their business account using the email you signed up with. Once they have, you’ll see it under Account → Settings → Payment → Paid by, and you can choose Personal or Work for each charge.

Yes. Email support@evna.com.au and we’ll move your account over. You’ll need to verify the new address.

Go to Account → Privacy → Delete account. You’ll need to stop any charge that’s running first.

If there’s still money in your wallet, email support@evna.com.au and we’ll refund it. The same goes if a payout to you hasn’t arrived yet. You can delete your account once that’s sorted. If your last charge is still being finalised, wait a few minutes and try again.

Deleting your account takes your saved cards off your account, removes the bank details on your personal account, and deletes your sign-in, email address and phone number. Your name stays on your receipts and tax invoices, which we keep with your charge records for 7 years, as Australian law requires. If you can’t use the app, email support@evna.com.au. Our account deletion page, www.evna.com.au/echarg/delete-account, lists everything we delete and keep.

Yes. e-Charg is on Google Play in Australia.

Make sure you’re on the latest version from the App Store or Google Play, then close the app fully and open it again.

Still having trouble? Go to Account → Help and support and lodge a ticket, or email support@evna.com.au. It helps to include the version number shown at the bottom of the Account tab.

The app tells you when a charge starts, finishes or is interrupted, and when your wallet is running low. You can turn most of them off in the app’s notification settings, but payment and wallet alerts always come through.