--- language: "en" --- # Support Hub ## Top FAQs * ### [Starting and stopping a charging session](https://support.charge.net.nz/support-hub/how-to-charge.md) Everything you need to start and stop a charging session - using the app, an RFID fob, or automatic charging. * ### [How can I find a ChargeNet charging station?](https://support.charge.net.nz/support-hub/where-can-i-find-a-chargenet-charging-station.md) ChargeNet app and website All ChargeNet chargers - including live availability and maintenance status are shown on the ChargeNet app and on ChargeNet map The a... ## Support Topics * ### [Can't find what you are looking for?](https://support.charge.net.nz/support-hub/can-t-find-what-you-are-looking-for.md) If you haven't found what you need in our support hub, our customer care team is here to help. * ### [Getting started with ChargeNet.](https://support.charge.net.nz/support-hub/frequently-asked-questions.md) New to ChargeNet and charging? Start here to understand account setup, finding a charger, and your first session * ### [Starting and stopping a charging session](https://support.charge.net.nz/support-hub/how-to-charge.md) Everything you need to start and stop a charging session - using the app, an RFID fob, or automatic charging. * ### [Automatic start of charge](https://support.charge.net.nz/support-hub/automatic-charging.md) ChargeNet offers two automatic start technologies - Autocharge and Plug \& Charge. * ### [ChargeNet app \& account](https://support.charge.net.nz/support-hub/the-new-chargenet-app-is-here.md) The ChargeNet app is your central tool for finding chargers, starting sessions, managing your account, and tracking your charging history. * ### [Billing and payments](https://support.charge.net.nz/support-hub/account-charging-costs.md) Help with payment methods, billing queries, company accounts, and partner billing. * ### [Vehicle, Location and time-specific queries](https://support.charge.net.nz/support-hub/location-specific-queries.md) These concerns are vehicle, location or time specific. * ### [Troubleshooting, safety and general enquiries](https://support.charge.net.nz/support-hub/general-enquiries.md) Common questions about ChargeNet and charging your EV. --- language: "en" --- # Billing and payments Help with payment methods, billing queries, company accounts, and partner billing. * [What payment methods we accept?](https://support.charge.net.nz/support-hub/what-payment-methods-we-accept.md) * [Partner Billing](https://support.charge.net.nz/support-hub/who-are-your-current-billing-partners.md) * [How do I open a company/fleet account?](https://support.charge.net.nz/support-hub/how-do-i-open-a-company-account.md) * [I have a billing issue. Who should I speak to?](https://support.charge.net.nz/support-hub/i-have-a-billing-issue-who-should-i-speak-to.md) * [Update on Charging Session Authorisation Details for Invoices](https://support.charge.net.nz/support-hub/update-on-charging-session-authorisation-details-f.md) * [How can I find the balance of my ChargeNet account?](https://support.charge.net.nz/support-hub/how-can-i-find-the-balance-of-my-chargenet-credits.md) * [Will my ChargeNet credits expire?](https://support.charge.net.nz/support-hub/will-my-chargenet-credits-expire.md) --- language: "en" --- # App Feature Guide Want to know more about the exciting new features? We created a guide to help showcase all the exciting features the app offers. [ChargeNet App Features](https://charge.net.nz/content/uploads/2024/07/ChargeNet-App-Feature-Guide-2024.pdf) --- language: "en" --- # Autocharge **Autocharge uses your car's identifier to authenticate you and start charging automatically.** With Autocharge set up, you can plug into a [++fast charger that supports Autocharge++](https://support.charge.net.nz/support-hub/which-chargers-support-autocharge) and your session will start automatically. No need for RFIDs or the app. 🚙 **Autocharge is only available for most CCS vehicles.** [Find out if your vehicle supports Autocharge here.](https://support.charge.net.nz/support-hub/automatic-charging-compatibility) To get started, [see how to set up Autocharge here.](https://support.charge.net.nz/support-hub/how-do-i-set-up-autocharge) ## 👁️ Looking for the prompt? If you have a CCS vehicle and do not see the Autocharge prompt, **you may need to charge with us a few more times at compatible chargers.** If you still do not see the prompt, your vehicle may not be compatible. ### How does it work? When a [compatible EV](https://support.charge.net.nz/support-hub/automatic-charging-compatibility) is plugged into a compatible charger, ChargeNet receives the car's identifier from the EV and then checks if it's connected to a ChargeNet account. If it is, we will start the session on the connected account automatically. If not, you can start the session as usual with an RFID or through the app. To protect you, we have implemented strong rules that need to be fulfilled before a car's identifier can be linked to an account. We only allow a user to link Autocharge on vehicles that we have identified should be compatible and unique to you. During the setup process, we ask you to confirm which vehicle started a session and where it was charged so everything links correctly. To avoid incorrect billing, please ensure you link the right vehicle to Autocharge and remove the vehicle from your account if you sell the car. ### How can I get started? 1. Check that your EV is compatible (most CCS vehicles are compatible). We will prompt you in the app on the "Vehicles" tab or your active charging session screen if we detect that your car is compatible. [See compatible vehicles here.](https://support.charge.net.nz/support-hub/automatic-charging-compatibility) 2. Set up Autocharge for your compatible EV(s) when you see the "Autocharge Available" prompt. [See more instructions to set up here.](https://support.charge.net.nz/support-hub/how-do-i-set-up-autocharge) 3. Check which ChargeNet charging stations are compatible with Autocharge visually or on the in-app map. [See which chargers support Autocharge here.](https://support.charge.net.nz/support-hub/which-chargers-support-autocharge) 4. Start charging automatically! [See further instructions here.](https://support.charge.net.nz/support-hub/how-to-automatically-charge) Learn more about Autocharge below. * [How do I set up Autocharge?](https://support.charge.net.nz/support-hub/how-do-i-set-up-autocharge.md) * [Can I disable or remove Autocharge?](https://support.charge.net.nz/support-hub/can-i-disable-or-remove-autocharge.md) * [Can I link Autocharge to the same EV on multiple accounts?](https://support.charge.net.nz/support-hub/can-i-link-autocharge-to-the-same-ev-on-multiple-a.md) * [Why can't I see the Autocharge prompt?](https://support.charge.net.nz/support-hub/why-can-t-i-see-the-autocharge-prompt.md) --- language: "en" --- # Automatic start of charge ChargeNet offers two automatic start technologies - **Autocharge** and **Plug \& Charge**. Both allow your EV to begin charging automatically when you plug in, without needing the app or an RFID fob. Support for automatic charging depends on your vehicle's make, model, and capabilities. [Find out if your vehicle supports automatic charging here.](https://support.charge.net.nz/support-hub/automatic-charging-compatibility) [Autocharge](https://support.charge.net.nz/support-hub/autocharge.md) [Plug \& Charge](https://support.charge.net.nz/support-hub/plug-and-charge.md) * [What is the difference between Autocharge and Plug \& Charge](https://support.charge.net.nz/support-hub/what-is-the-difference-between-autocharge-and-plug.md) * [Which cars can automatically charge?](https://support.charge.net.nz/support-hub/automatic-charging-compatibility.md) * [Why do I need to add a vehicle to enable automatic charging?](https://support.charge.net.nz/support-hub/vehicle.md) * [How do I use automatic charging at the station?](https://support.charge.net.nz/support-hub/how-to-automatically-charge.md) * [Which chargers support automatic charging?](https://support.charge.net.nz/support-hub/which-chargers-support-autocharge.md) * [Can I use automatic charging with a fleet or shared vehicle?](https://support.charge.net.nz/support-hub/can-i-use-autocharge-with-a-fleet-or-shared-vehicl.md) * [Does automatic charging cost extra?](https://support.charge.net.nz/support-hub/does-autocharge-cost-extra.md) --- language: "en" --- # Which cars can automatically charge? "Automatic charging" refers to both Autocharge and Plug \& Charge. To find out more, see **Most CCS vehicles** **will be able to charge automatically**via **Autocharge** or **Plug \& Charge**. ## Autocharge Unfortunately, we do not have a concrete list of exactly which vehicles are compatible with Autocharge. There is a wide range of EVs available in New Zealand and many factors that influence whether your EV is compatible, such as its make, model, year, software version, and country of manufacture. ### Supported Autocharge works with **most** **CCS vehicles** that can be identified by an identifier. If your vehicle is not on the below "not supported" list, it is likely it is supported. #### Not Supported **CHAdeMO** vehicles (like the Nissan Leaf) are not supported. Some makes also may not support Autocharge on some of their CCS cars. Some makes with CCS cars that do not currently support Autocharge may support a different automatic charging method, Plug \& Charge. This is not currently available for ChargeNet, but is on the ChargeNet roadmap. ## Plug \& Charge ### Supported Only some manufacturers support the Plug \& Charge standard in New Zealand at the moment. Manufacturers that support it are listed below. | **Manufacturer/make** | **Models** | |-----------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | BMW | Recent models support Plug \& Charge, older models might not support it, or require a manual software update. Plug-in Hybrids are not yet supported. Contact your dealer for more information. | | MINI | Recent models support Plug \& Charge, older models might not support it, or require a manual software update. Plug-in Hybrids are not yet supported. Contact your dealer for more information. | #### Not Supported If your vehicle's make/model**is not on the above list,** it is likely that Plug \& Charge is not currently supported by the manufacturer in New Zealand. Contact your dealer for more information. To make it easier, Plug \& Charge setup will only show as option if you have set up a vehicle of above make within your account. --- language: "en" --- # Can commercial vehicles use ChargeNet charging stations? Yes, the EV chargers are designed for all road users. --- language: "en" --- # Can I charge in the rain? Yes! The chargers on our network are designed to be safe in all weather. --- language: "en" --- # Can I charge with my plug in hybrid? Most plug-in hybrids cannot fast charge because their batteries do not support it. However, **if your vehicle has a CCS or CHAdeMO plug** , it **can** use a ChargeNet fast charger, though charging speed will be limited by the car's --- language: "en" --- # Can I disable or remove Autocharge? Yes, you can **temporarily disable or permanently remove the Autocharge link**. This will prevent new sessions from being billed to your account. If you decide to sell your vehicle or no longer want to Autocharge, please remove Autocharge from your account to prevent sessions being billed incorrectly to your account. To **pause Autocharge temporarily** (e.g. lending your EV), open your app, select your vehicle, and toggle Autocharge off. To **remove the Autocharge link permanently**, click the text below that shows "Remove Autocharge Link". ![image-20260210-022832.png](https://support.charge.net.nz/__attachments/a_f27715d2b75a46b84143fe51d9d2c583565ae1bf1c338cf5e31696756320c02b/image-20260210-022832.png?cb=1e6a71f6864e4d0d0443579b3520e525) Autocharge toggle shown when viewing a vehicle, given that the vehicle is set up with Autocharge Alternatively, you may also delete your vehicle (e.g. if you are selling your EV), which will also delete the Autocharge link. ![Group 416.png](https://support.charge.net.nz/__attachments/a_1e769ebfc77f8bd0f8d3b738e0d85f75483c6167a18b0ec6a565077c0d09f657/Group%20416.png?cb=5fb10ea3f42b22b9c8c8efd216a84637) Delete a vehicle to remove its Autocharge link --- language: "en" --- # Can I link Autocharge to the same EV on multiple accounts? No. Autocharge can only be linked to one ChargeNet account at a time. When the EV is plugged in, the session will be billed to the account where Autocharge is set up for. If multiple people drive the same EV and you don't want someone else to charge on your account, you can [temporarily disable Autocharge in the app using the toggle](https://support.charge.net.nz/support-hub/can-i-disable-or-remove-autocharge). ![image-20260210-022429.png](https://support.charge.net.nz/__attachments/a_92b6bc095671d3b0c703ec922072fb58449114f7dea72693132c32e8d9c1f0a9/image-20260210-022429.png?cb=1e6a71f6864e4d0d0443579b3520e525) Autocharge toggle shown when viewing a vehicle, given that the vehicle is set up with Autocharge Once Autocharge is disabled, your EV will no longer start charging automatically via Autocharge. You or others using your EV can still start a session using their RFID or the ChargeNet app. --- language: "en" --- # Can I use automatic charging with a fleet or shared vehicle? "Automatic charging" refers to both Autocharge and Plug \& Charge. To find out more, see Not yet. Automatic charging is currently only available on individual driver accounts. Fleet or business users should continue using RFID cards or the app. If you're a fleet customer and are keen to share your interest or thoughts on automatic charging, please reach out to us at [Fleetsupport@charge.net.nz!](mailto:Fleetsupport@charge.net.nz) We'd love to hear from you. --- language: "en" --- # Can't find what you are looking for? If you haven't found what you need in our support hub, our customer care team is here to help. * **Urgent charging issues:** For urgent help at a station (e.g. a cable you can't remove, a session you can't stop), call our urgent support line **0800 224 274** * **General Enquiries** For all other questions or support requests, you can email us: [++**info@charge.net.nz**++](mailto:info@charge.net.nz)or via the form on our [++**Contact page**++](https://charge.net.nz/support/contact/)**.** * **Feedback** we always value your feedback. If something isn't working well or if you've had a great experience, let us know via the contact form. --- language: "en" --- # The cable won’t release from my vehicle! # The cable won't release from my vehicle! Cables lock to your vehicle during an active charging session as a safety feature. Before trying to remove the cable: 1. **Check the Session has stopped**: via the app, RFID fob, or charger screen. Wait for confirmation that the session has ended. 2. **Unlock your vehicle**: use your key fob or the vehicle's app to unlock the car. Many EVs lock the charge port when the car is locked. Some cars require you to double press or hold the unlock button on your key fob 3. **Use the In-Car Button:** Some EVs have a dedicated unlock/release button on the dashboard or directly next to the charging port 4. **Try your vehicle manual release**: If the electronic lock fails, almost all EVs feature a manual release. Refer to your Vehicle's Manual as this may be in your boot or under your bonnet. If the cable is still stuck after trying all of the above, [Contact our Customer care team](https://charge.net.nz/support/contact/) Do not force the cable to remove as this may damage your vehicle's charge port. ## If you are charging on an Autel AC charger There will not be a button on the charger to explicitly stop the charge. You must stop the charge either with the app, or by unlocking the cable from your vehicle's side. --- language: "en" --- # Do ChargeNet charging stations run on renewable energy? ## **Is the electricity at ChargeNet stations 100% renewable?** Many ChargeNet stations are powered by **100% renewable, climate-positive certified electricity** , supplied by our energy partner, **Ecotricity** . This electricity comes from **wind, hydro, and solar sources** , and is certified through **Toitū's climate-positive programme**. However, we can't guarantee that the exact electrons charging your vehicle come directly from renewable sources. That's because electricity is a shared resource across New Zealand's national grid, it's not possible to track exactly where each unit of electricity comes from in real time. What Ecotricity does is carefully measure how much electricity their customers use and matches that with the same amount of electricity sourced from Toitū climate-positive certified renewable generators. This creates a **net-zero impact** on the environment, and it means the power you use is offset with renewable generation. Ecotricity's certification also accounts for the **full life cycle of renewable energy generation**, including construction, maintenance, and eventual decommissioning of power plants. We're proud to support carbon-zero and climate-positive electricity, as it plays a vital role in helping to grow New Zealand's renewable energy infrastructure. You can read more about Ecotricity's certification and how it works on their website: --- language: "en" --- # Do I need a cable to use your stations? All our DC stations come tethered with both Chademo \& CCS cables. For some AC Chargers you will need to supply your own cable. These will be clearly marked within the app as **"BYO Cable"** --- language: "en" --- # Do I need an account to use ChargeNet and how do I create one? Yes, a ChargeNet account is required to use the network. Your account links your payment method to your sessions. Creating an account is free and takes just a few minutes. You can create an account via the ChargeNet app or website. **Via the app:** 1. Download the ChargeNet app from the [++**App Store**++](https://apps.apple.com/nz/app/chargenet/id1435516395))or [++**Google Play**++](https://play.google.com/store/apps/details?id=nz.co.chargenet.chargenet) 2. Tap **Sign up** and follow the prompts. 3. After youve created an account youll need to add a payment method. We support a credit or debit card (Mastercard or Visa are supported) or your prefered billing partner **Via the website:** 1. Go to the ChargeNet website - 2. Under "**Get started**" you'll find the sign up link 3. Follow the same steps as above. **Note**: You must add a valid payment method to complete registration. ChargeNet accepts credit, debit (both Mastercard or Visa) or billing partner If you have trouble signing up, contact our [Customer care team](https://charge.net.nz/support/contact/) --- language: "en" --- # Does automatic charging cost extra? "Automatic charging" refers to both Autocharge and Plug \& Charge. To find out more, see No, Autocharge has**no additional set-up costs**. You'll only pay for your charging session, exactly as you do now. --- language: "en" --- # Electric Kiwi ## Electric Kiwi enables you to have one easy bill that includes your ChargeNet public charging costs. Linking accounts will enable the Electric Kiwi integration and add the costs of your public EV charging with ChargeNet to your Electric Kiwi bill, instead of charging your credit card every time. **Exclusions:** Any positive credit on your ChargeNet account will be used first, partner billing will apply to any outstanding balances. Excluded from Electric Kiwi partner billing are RFID FOB orders and sessions at private chargers. Please visit [Electric Kiwi \| Independent Kiwi Power \& Broadband](https://www.electrickiwi.co.nz/chargenet/) for more information. --- language: "en" --- # Error when starting a charging session If you're seeing an error or the charger isn't responding as expected, try the steps below: ## 1. **Check the Charger** * The charger may be faulted. You can check its live status in the **ChargeNet app** or on our **Network Status page**. * If the screen is blank, frozen or displaying an error, this often means the charger is offline or experiencing a fault. ### 2. **Check Your Account** * Log in to the **ChargeNet app** or on a browser. * Make sure your account has an active **credit or debit card** loaded. * If needed, update your payment details here. ### 3. **Are You Using an RFID Fob?** * Make sure your RFID fob is **registered to your account**. You can check this in the app or in your account settings. * If it's a **new fob**, it must be added to your account before it will work. ### 4. **Are You Using the Right Connector?** * On the ChargeNet app, make sure you've selected the correct outlet (CCS, CHAdeMO, or Type 2 AC). * Some chargers support only one car at a time (typically 50kW or lower), so if another vehicle is already connected, please wait until it's finished. ### 5. **Session Timeout** * If the charger isn't activated within a couple of minutes, it will time out. * Simply return the connector to the holder, wait a moment, then **start the process again**. ### 6. **Still Not Working?** If none of the above helps, please **give us a call on 0800 224 274.** One of our friendly team members will be happy to help start the charge remotely or investigate further. --- language: "en" --- # Checklist: Before your first charge session Here's what to do before you head to a ChargeNet station for the first time. 1. **Create a ChargeNet account** Sign up for free at [**ChargeNet website**](https://charge.net.nz/find-a-charger/)or via the ChargeNet app. You'll need a credit, debit or billing partner to register a payment method. 2. **Download the ChargeNet app** The app lets you find chargers near you, check live availability, view pricing, start and monitor sessions. Download it from the [**App Store**](https://apps.apple.com/nz/app/chargenet/id1435516395))or [**Google Play**](https://play.google.com/store/apps/details?id=nz.co.chargenet.chargenet) 3. **Order an RFID fob (optional but recommended)** Once your account is set up, you can order a RFID fob from your account settings. The fob lets you start a charge without your phone - handy in areas with poor mobile coverage.[**Learn more about RFID fobs**](https://support.charge.net.nz/support-hub/what-is-an-rfid-fob-and-how-can-i-order-one) 4. **Find a charger** Use the app or the [**ChargeNet website**](https://charge.net.nz/find-a-charger/)to locate your nearest station. You can filter by charger type (AC or DC), connector, and availability. 5. **Start your first session** Plug in your vehicle, then start the session via the app, your RFID fob. See [**Starting \& stopping a charge**](https://support.charge.net.nz/support-hub/how-to-charge) for step-by-step instructions. --- language: "en" --- # Getting started with ChargeNet. New to ChargeNet and charging? Start here to understand account setup, finding a charger, and your first session * [Checklist: Before your first charge session](https://support.charge.net.nz/support-hub/first-things-first-before-you-head-to-a-charging-s.md) * [Do I need an account to use ChargeNet and how do I create one?](https://support.charge.net.nz/support-hub/do-i-need-an-account-to-use-the-chargenet-network.md) * [How can I find a ChargeNet charging station?](https://support.charge.net.nz/support-hub/where-can-i-find-a-chargenet-charging-station.md) * [How much does it cost to charge?](https://support.charge.net.nz/support-hub/how-much-does-it-cost-to-charge.md) * [How do I pay for my charging session?](https://support.charge.net.nz/support-hub/how-do-i-pay-for-my-charging-session.md) * [What is the difference between AC and DC Charging?](https://support.charge.net.nz/support-hub/what-is-the-difference-between-ac-and-dc-charging.md) --- language: "en" --- # Troubleshooting, safety and general enquiries Common questions about ChargeNet and charging your EV. * [I am looking to install a DC Rapid Charger. Can ChargeNet help?](https://support.charge.net.nz/support-hub/i-am-looking-to-install-a-dc-rapid-charger-can-cha.md) * [I have installed my own charger. Can I bill for its use using ChargeNet?](https://support.charge.net.nz/support-hub/i-have-installed-my-own-charger-can-i-bill-for-its.md) * [Can I charge in the rain?](https://support.charge.net.nz/support-hub/can-i-charge-in-the-rain.md) * [Who can use ChargeNet chargers](https://support.charge.net.nz/support-hub/who-can-use-chargenet-chargers.md) * [Can commercial vehicles use ChargeNet charging stations?](https://support.charge.net.nz/support-hub/can-commercial-vehicles-use-chargenet-charging-sta.md) * [What do I do if there is an emergency?](https://support.charge.net.nz/support-hub/what-do-i-do-if-there-is-an-emergency.md) * [The screen is displaying ESTOP and won't start](https://support.charge.net.nz/support-hub/the-screen-is-displaying-estop-and-wont-start.md) * [I have a complaint, compliment or feedback](https://support.charge.net.nz/support-hub/what-is-your-complaints-procedure.md) * [Is there a time limit for using a ChargeNet charger?](https://support.charge.net.nz/support-hub/parking-time-limits.md) * [How fast can my vehicle charge](https://support.charge.net.nz/support-hub/how-fast-can-my-vehicle-charge.md) * [Do ChargeNet charging stations run on renewable energy?](https://support.charge.net.nz/support-hub/do-chargenet-charging-stations-run-on-renewable-en.md) * [Where can I find out about charging safety?](https://support.charge.net.nz/support-hub/where-can-i-find-out-about-charging-safety.md) --- language: "en" --- # Genesis Energy ## EVerywhere is a NZ first that combines your Genesis and ChargeNet bills onto one easy bill and allows you to charge on the road while paying like you're at home. With the Genesis Energy EVerywhere add-on, enjoy your Energy EV plan home rates for your EV at **ALL**Public ChargeNet Charging stations\*. When you're out and about, you can charge your EV for the same price you pay to charge at home. **Ready to get started?** To start charging with your home rates EVerywhere, you'll first need to sign up for the [Genesis Energy EV plan.](https://www.genesisenergy.co.nz/for-home/products/electric-vehicles/everywhere) Once your Energy EV plan is active, you can link your ChargeNet account through the EVerywhere sign-up journey. You will need your ChargeNet Account number (ChargeNet ID) and the email address you registered with. Your ChargeNet Account number can be found in your app, under "Profile", or on your invoice as your "Customer #". **Once you have your ChargeNet ID, connect your ChargerNet account by** * Log into your Genesis Energy IQ account * Click on "My Products" * Click on the "EV" tab * Click on "EVerywhere" * Begin the sign-up journey. Once accounts are linked, your ChargeNet charging sessions will appear on your Genesis energy bill. With the EVerywhere add-on, you can easily view your charging history, savings, and transactions in your Energy IQ account. **To start a charging session** You can do this as usual -- via the ChargeNet App, QR code, or RFID fob. **Need more information?** To learn more about EVerywhere plan, manage, or unlink your account, please visit [Genesis EVerywhere page](https://www.genesisenergy.co.nz/for-home/products/electric-vehicles/everywhere.) Or [FAQs](https://www.genesisenergy.co.nz/for-home/products/electric-vehicles/everywhere#faq). **Fine Print:**Any positive credit on your ChargeNet account will be used first. Genesis billing will apply to any outstanding balance. Idle fees will appear as a separate item on your Genesis bill. Excluded from Genesis partner billing are RFID FOB orders and sessions at private chargers. \*as of 8/10/24 --- language: "en" --- # How can I find my ChargeNet account number? You can find your **8-digit ChargeNet account number** in a few ways: * **Log in** at [ChargeNet account](https://app.charge.net.nz/account) * Tap the **Menu icon** * Navigate to the **Profile**section your account number will appear below your name Or heck any of your **monthly invoices**, where the account number is listed near the top --- language: "en" --- # How can I find the balance of my ChargeNet account? You can check your account balance and any available credit by: * Logging into your [**account**](https://app.charge.net.nz/account/) * Tap on the **Menu Icon**and you'll see your balance --- language: "en" --- # How do I connect a Tesla? The latest models of Tesla's can plug directly into their vehicle. Earlier models require an official Tesla adaptor to connect to the ChargeNet network. Please contact your Tesla dealer to find out more. --- language: "en" --- # How do I delete my account? No longer have an EV? You can delete your account with just a few clicks. * Head to your "Profile" with the menu. * Select the option to "Update Details". * Scroll down to the bottom, and you'll find the "Delete Account" option ## Have an outstanding balance? You won't be able to delete your account if you have an outstanding balance with us. To make a manual payment, head to the "Payment Information" section of your account. --- language: "en" --- # How do I download the ChargeNet app? The ChargeNet app is free to download and available for iOS and Android. * **iPhone** : [iOS App Store](https://apps.apple.com/nz/app/chargenet/id1243950744) * **Android:** [Google Play Store](https://play.google.com/store/apps/details?id=nz.net.charge.app). Once downloaded, sign in with your ChargeNet account or create one. If you need help creating an account, see [How do I create an account.](https://support.charge.net.nz/support-hub/do-i-need-an-account-to-use-the-chargenet-network) --- language: "en" --- # How do I link Plug \& Charge to multiple accounts? Yes - You can link Plug \& Charge to multiple accounts by creating multiple Plug \& Charge certificates for the same vehicle using its Plug \& Charge ID. Each certificate can be connected to a different account, allowing multiple drivers to use Plug \& Charge on the same car. Only one account can be charged at a time. You can choose which account is active for charging through your vehicle's dashboard or the manufacturer's mobile app. ![image-20260413-003111.png](https://support.charge.net.nz/__attachments/a_b7be33f5504b26a509aad046f8b4031b91d895060eac6fc145507df4f101c0fc/image-20260413-003111.png) Selecting one of multiple Plug \& Charge charging contracts to use in the car dashboard --- language: "en" --- # How do I manage my payment methods? Under the Profile tab, you'll find the options manage how you pay for charge sessions ## Make a Manual Payment If your account balance is negative, you can manage and make manual payments directly from your profile. ## Update Card From within the app you can now update or change your card details. ## Manage Partner Links Easily manage your existing partner link or explore your options to pay through your preferred partner. [Partner Billing](https://support.charge.net.nz/support-hub/who-are-your-current-billing-partners.md) --- language: "en" --- # How do I manage Plug \& Charge? You can either **temporarily pause** or **permanently remove** Plug \& Charge for your vehicle using the ChargeNet app. You can also disable Plug \& Charge directly in your car or the manufacturer's app. However, the ChargeNet app will not automatically update to reflect this. ## Temporarily pausing Plug \& Charge There may be times where you do not want your Plug \& Charge contract to be used, for example, when lending the car to someone else. You can: * recommended **Turn off a specific Plug \& Charge certificate in the ChargeNet app using the toggle in vehicle settings.**This stops Plug \& Charge for that account only. Other certificates linked to the car may still work. * **Disable Plug \& Charge in your car's settings.**This completely disables Plug \& Charge for the vehicle. ChargeNet won't be notified, and the app will still show your Plug \& Charge as active * **Select a different Plug \& Charge contract in your car.** Only one certificate can be active at a time. Any unselected certificate won't be used until it's chosen again. ChargeNet won't be notified, and the app will still show your certificates as active. ![Plug & Charge App - Toggle.PNG](https://support.charge.net.nz/__attachments/a_2574aeff0f0846e309d24b312d9ee1472b7fedc3ed0f2a229a1d8bc89001c840/Plug%20&%20Charge%20App%20-%20Toggle.PNG?cb=29621cc9f0d4bf1c098f29e6a9a9b672) Temporarily disable the specific Plug \& Charge contract in the ChargeNet app ![Plug & Charge UI - Toggle Off.PNG](https://support.charge.net.nz/__attachments/a_2ee5a99f9b5a9c8cd98dc68d37bcc120035a971c715737a22503836ff967a216/Plug%20&%20Charge%20UI%20-%20Toggle%20Off.PNG?cb=e3252a61e0aaea48c52854e1f2d66fc9) Temporarily disable all Plug \& Charge contracts on the car in the car dashboard Once Plug \& Charge is disabled, your EV will no longer start charging automatically via Plug \& Charge. You or others using your EV can still start a session using their RFID or the ChargeNet app. To restart using Plug \& Charge, just switch the toggle back on. ### Permanently removing Plug \& Charge You can remove a specific Plug \& Charge certificate from your EV in the ChargeNet app by clicking "Remove Plug \& Charge". This will delete the Plug \& Charge certificate from the ChargeNet app and your EV. ![Plug & Charge App - Remove.PNG](https://support.charge.net.nz/__attachments/a_d88e4e01dc355520048ed6b88111d4a2c35b1690b57748c36eb78326d0b37927/Plug%20&%20Charge%20App%20-%20Remove.PNG?cb=eba8a491dbcdf59688988fcb6a1359eb) Click "Remove Plug \& Charge" and confirm to delete this certificate Once removed, your car won't start a session using Plug \& Charge unless another certificate is still active. You can still start a session using their RFID or the ChargeNet app. Your Plug \& Charge contracts will also be removed if you delete the entire vehicle from your ChargeNet account. You can set it up again at any time. To use Plug \& Charge again, you will need to set up your car for Plug \& Charge again by following the prompt, entering the Plug \& Charge ID, and creating a new Plug \& Charge certificate. --- language: "en" --- # How do I open a company/fleet account? f you're looking to **electrify your fleet** or set up a **business account** , visit [**Fleet account page**](https://charge.net.nz/electrify-your-fleet/) and fill out the form at the bottom of the page, or get in touch with our team directly at [**fleetsupport@charge.net.nz**](mailto:fleetsupport@charge.net.nz). For most accounts, a **credit or debit card** is required for payment. However, if your organisation prefers to pay via **bank transfer and invoice**, we're happy to explore this option with you. These arrangements are assessed on a **case-by-case basis** by our finance team. We would love to work with you to find the best setup for your business. --- language: "en" --- # How do I pay for my charging session? Payment is automatic at the end of each session to your registered payment method. You only need to start the session; no other action is required at the charger. * **Credit or Debit Card**: Your card is billed at the end of each charging session, and you'll receive a monthly statement via email. Accepted cards include Visa and Mastercard. We do not currently accept American Express * **Partner Billing**: ChargeNet has partnered with Octopus Energy and Electric Kiwi so you can add and pay for your EV charging on your monthly power bill instead of paying after each session. * **Genesis EVerywhere Plan** : With Genesis, you can access the EVerywhere plan, which lets you charge at any ChargeNet station using your home electricity kWh rate. To learn more click [here](https://www.genesisenergy.co.nz/for-home/products/electric-vehicles/everywhere?utm_source=google&utm_medium=cpc&utm_campaign=GEN263+%7C+Google+%7C+EVerywhere+%7C+Brand&gad_source=1&gad_campaignid=20109093553&gbraid=0AAAAAD6aNIG-HwW9wkYOgIiKxC0HbNnxM&gclid=Cj0KCQjwjJrCBhCXARIsAI5x66UsERAkENEmWmghRKnHAoj1bNE9Ms6FacLVWnNn8IU0vUTfx6uMGsUaAqGVEALw_wcB&gclsrc=aw.ds). **To manage your payment method** : go to your account in the ChargeNet app → **Payment methods**. You can add, remove, or update this at any time before starting a charge session. --- language: "en" --- # How do I reset or update my password? ## Updating your password Under the Profile tab in both the app and website, you'll find an option to "Change Password". This will ask you to enter your current password to update to a new password. ## Resetting your password If you've forgotten your password, you'll find a "Forgot password?" button on our login screens. This will trigger our reset password process. If you're not receiving the reset email, check your spam folder or contact our [++Customer care team++](https://charge.net.nz/support/contact/) for help. --- language: "en" --- # How do I set up Autocharge? 🚙 **Autocharge is only available for most CCS vehicles.** [Find out if your vehicle supports Autocharge here.](https://support.charge.net.nz/support-hub/automatic-charging-compatibility) ## 1. Log in to the ChargeNet app. ## 2. Go to the "Vehicles" tab in the navigation menu and add your EV. ![Group 482.png](https://support.charge.net.nz/__attachments/a_69626e1abf647306da874ef9e1e2aedf7044aa407b51d7e8a0a6c4176ddaaf78/Group%20482.png?cb=e7d2d90c15b546a41dbcd9199a22a047) ## 3. If your EV is compatible with Autocharge, you'll see a prompt to enable Autocharge. On the vehicles page, you should see a prompt that looks similar to the below if you have Autocharge compatibility for at least one vehicle detected on your account. You may also see a similar prompt while charging your vehicle. ![Group 483.png](https://support.charge.net.nz/__attachments/a_77410972a209a351301ebad070a54a189a14f2a3c0fdcb148333b1f21cd70a45/Group%20483.png?cb=affb3951bda7db134f7cc13f7822659c) ### 👁️ Looking for the prompt? If you have a CCS vehicle and do not see the Autocharge prompt, **you may need to charge with us a few more times at compatible chargers.** If you still do not see the prompt, your vehicle may not be compatible. ## 4. Click "Set up" and follow the steps to link Autocharge to your EV! As soon as you see the prompt, click "Set up" to begin linking your EV to Autocharge. You will be prompted to first select an eligible charging session, then confirm exactly which vehicle charged at that session. First, select an eligible charging session. ![Group 484.png](https://support.charge.net.nz/__attachments/a_d986bea741a29470ff18302ab4f9e82fe6f3866336d5f0052aafbcaca0205fc6/Group%20484.png?cb=15ca77e8f98e59d14a6543d351669caa) Next, confirm which vehicle charged at that specific session. ![Group 485.png](https://support.charge.net.nz/__attachments/a_3c4aa446f990c9063283d43f3521ce32c301f851ada050848a274ff5bede9a18/Group%20485.png?cb=b708610a7b693188899192d808f4c9db) Please ensure that you select the correct EV that charged at each eligible session to ensure the Autocharge link is set up correctly on the right car. You may also view set up instructions in the videos below: If you are seeing this prompt on the "Vehicles" tab, set it up as shown below: If you are seeing this prompt while charging a compatible vehicle. If you don't see the "Autocharge available" prompt, it means your EV is not compatible or has not yet charged enough times at our chargers. Autocharge becomes available once your EV has completed at least **two charging sessions** at compatible ChargeNet stations in the past 12 months, and has not been detected on other ChargeNet accounts recently. Autocharge stays active as long as the vehicle and Autocharge link remains added under your existing account. If you create a new account, you'll need to delete the vehicle from your old account, then add and re-link your vehicle again on your new account to set up Autocharge. ## That's it - you're ready to start charging automatically. Given you've successfully linked your vehicle, you're now set up for Autocharge. The next time you plug in at an Autocharge-compatible charger, your car will start charging automatically without you needing to authenticate with the app or RFID. ![Group 486.png](https://support.charge.net.nz/__attachments/a_3800af035c1ba9ad97dffbdc8692c65cf4e10f163cc3df232181fd3ab22969ee/Group%20486.png?cb=7efb43340d99b17941d2ba43756732f0) Confirmation page when Autocharge is successfully set up on a vehicle. ## Set up successfully? See on starting your first Autocharge session! If you decide to lend or sell your car, or don't want to use Autocharge anymore, you can[disable or remove Autocharge](https://support.charge.net.nz/support-hub/can-i-disable-or-remove-autocharge). --- language: "en" --- # How do I set up Plug \& Charge? To start charging automatically with Plug \& Charge, you need to generate a digital contract certificate for your ChargeNet charging agreement in the ChargeNet app. **Before you start,** check [whether your EV manufacturer supports Plug \& Charge in New Zealand](https://support.charge.net.nz/support-hub/automatic-charging-compatibility). ## (1) Set up your vehicle in the app Log in to the ChargeNet app and go to "**Vehicles"** to add your EV (if you haven't already). If your car supports Plug \& Charge, you'll see an option to "**Enable Plug \& Charge**." Tap this to begin. If you don't see the option, your EV isn't currently compatible. You'll then be prompted to enter your **Plug \& Charge ID (PCID)**. Keep this screen open while you retrieve it from your car. ![image-20260331-000902.png](https://support.charge.net.nz/__attachments/a_3da8e090b4928cccca5e0364f35c93f9e6a294fa80175376a5d25c23852ce720/image-20260331-000902.png?cb=af8cde50b33b5bc9de694b3675108489) ![image-20260331-000927.png](https://support.charge.net.nz/__attachments/a_0a1bbf914e04a520790243d49802418d7393bb2400c205111a5ddb4359beb323/image-20260331-000927.png?cb=c5445b77c699cdb51ab4c844a6d6471a) ### (2) Find your Plug \& Charge ID (PCID) You can find your Plug \& Charge ID (PCID) from your vehicle, or through your vehicle manufacturer's app. The PCID is usually found in your car's **Charging** or **Plug \& Charge** settings, either on the dashboard or in the manufacturer's app. If you can't find it: * Make sure Plug \& Charge is enabled in your car's settings. * You may need to be set as the primary user in the vehicle. * Contact your dealer or manufacturer (your car may need a software update or may not be compatible). In some vehicles, the PCID is the same as the VIN. ![image-20260412-231903.png](https://support.charge.net.nz/__attachments/a_b8e3c571da82cfe415cdf8d6062dcb70a31d7740446a9b9a12df2985790b3e69/image-20260412-231903.png) Plug \& Charge ID shown on the Plug \& Charge screen ### (3) Enter the Plug \& Charge ID (PCID) in the ChargeNet app Enter the PCID into the ChargeNet app and click continue. ChargeNet will create a secure certificate that links your car and your ChargeNet account. This may take a few minutes to appear in your car. ![pnc set up.PNG](https://support.charge.net.nz/__attachments/a_3e195be5b8d9d0478afe7a7f19e30c57f62a0b07e5b8cdc74c3d602719cb1a1d/pnc%20set%20up.PNG?cb=14c852e0ceabfe959ad0b5b09bb16842) ### You're all set! When you plug into a compatible ChargeNet charger, charging will now start automatically. ![image-20260331-000524.png](https://support.charge.net.nz/__attachments/a_4d0cd1e197f143d631370bb1659fe4de0ccc9e941f2c3bfd1f0307947cafe97c/image-20260331-000524.png?cb=89b0eb3a6fd644fc98e1840e2e7b3cce) ![image-20260330-225144.png](https://support.charge.net.nz/__attachments/a_bf150229e31a6c783f1ae77b3988218fe10599ec25aa0765f8de338335f7a217/image-20260330-225144.png?cb=bd560b55cf8381479d8a0121d5eb9823) Make sure the Plug \& Charge certificate is selected in your car and that Plug \& Charge is switched on. You can rename the certificate to make it easier to recognise. ![image-20260412-232451.png](https://support.charge.net.nz/__attachments/a_c438781830dc9de107d572077e96fea971d54fa467eb530f6d62a8991e3f6ab3/image-20260412-232451.png) Selected Plug \& Charge certificate shown on the Plug \& Charge screen ![image-20260413-003111.png](https://support.charge.net.nz/__attachments/a_0a387022d4c7b296be2bffd2bc71cee7f9a9490f9fb772bd9c9347fec746df5a/image-20260413-003111.png) Plug \& Charge should be toggled on in the car to use You can link multiple ChargeNet accounts to the same vehicle and switch between them in your car. Plug \& Charge stays active until you remove the certificate or delete the vehicle from your ChargeNet account. See to learn more about linking Plug \& Charge to multiple accounts. --- language: "en" --- # Starting a charge You can start a charge using: * The **ChargeNet app:** Select the station on the map, once youve found the charge point you want to activate and tap **Start charge** * **Automatic charging**: if your vehicle supports Autocharge or Plug \& Charge, it will start automatically when you plug in. \[Learn more\](/support-hub/automatic-charging). * An **RFID fob**: Swipe the RIFD on the charge to activate the charger. RFIDs are recommended as a backup, particularly in areas with poor mobile signal. ## How do I start a charge on the app? |-------------------------------------------------------------------------------------------------------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | **Plug-in Guidance** || | ![Start charge.png](https://support.charge.net.nz/__attachments/a_8f214e5765057c1a7e84bfce723ad04d57d463d599ed0cd62807888dfb8ebb84/Start%20charge.png?cb=2a122bb3fe134c246d27044b4a4fc3c2) | Upon arrival at a site, plug in your car. The app will indicate when a plug is connected to a vehicle but not yet charging, making it easy for you to match the plug and begin your charging session. **Please make sure to double-check that the station you are plugged into matches the one you initiate a charge on in the app** | | **Pre-Plug Selection** || | ![Start charge (2).png](https://support.charge.net.nz/__attachments/a_b72fcd1f9ea447945562a784154478d97e43abb6ef5bdbd73316e413d5a496f4/Start%20charge%20(2).png?cb=23f58cbe7a11ae692a4249ea99c2ef36) | If you haven't plugged in yet, start by selecting the plug on the app. We'll provide a visual guide to show you which plug to use. For sites with multiple chargers, double-check the label on the charger to ensure you're at the right one. | ### **How do I start a charge with an RFID ?** 1. Plug the cable into your vehicle first. 2. Tap your RFID fob on the reader on the charger (look for the RFID symbol). 3. The charger will beep and the session will begin. --- language: "en" --- # How do I update my email address? To update your email address, you'll need to contact us via our [++Contact us++](https://charge.net.nz/support/contact/) form. --- language: "en" --- # How fast can my vehicle charge |------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | ****What affects your charging speed?**** Your maximum charging speed is defined by your vehicle. For example, if your vehicle supports a maximum of 50kW, it will never charge faster than 50kW, even when connected to a charger capable of delivering 300kW. If you are using a 300kW, 150kW, or 75kW charger, the available power may be shared between vehicles, depending on how many are plugged in. The exception is the CHAdeMO connector, which typically delivers a maximum of around 50kW due to the cable's current rating. *** ** * ** *** ****What can I do to improve my charging speed?**** * **Battery level**: In general, the emptier the battery, the faster it charges. * **Battery temperature**: Driving has minimal effect on battery temperature, so it usually doesn't impact charging speed noticeably. However, fast charging itself heats the battery more significantly, which can help improve charging speed as the session continues. * **Pre-heating the battery**: Some EVs offer the ability to pre-heat the battery before charging, which has the most impact on charging speed, especially in colder weather. In some vehicles, this is activated automatically when you select a fast charger as your destination in the vehicle's navigation system. | For more information about pre-conditioning or battery performance, please refer to your vehicle's manual, contact the manufacturer, or check online resources specific to your EV model. --- language: "en" --- # How long will it take to charge? ## How long will it take to charge my EV? Charge time varies depending on your vehicle and the charger you use. At a ChargeNet DC fast charger, expect to add around **100 km of range in 15--30 minutes** - enough time to grab a coffee and stretch your legs. **The main factors that affect charge time:** **Battery size**: larger batteries take longer to fill, just like a bigger petrol tank. **Connector type**: CCS-2 supports ultra-fast speeds up to 300 kW, while CHAdeMO is capped at 50--62 kW, even when connected to a higher-powered station. CHAdeMO is common in ex-Japanese imports; CCS-2 is standard in European and Korean-manufactured EVs. **State of charge**: all lithium-ion batteries charge quickest when the battery is low (around 5--30%) and gradually slow as they fill. **The 80% slowdown**: most EVs drop their charging speed as they approach roughly 60% full, and significantly slow after 80%. This is a design feature to protect battery health, not a fault. ChargeNet stations default to an 80% charge limit for this reason --- it's the fastest, most efficient option for most journeys. **Battery temperature**: cold or hot batteries charge more slowly. This is managed automatically by your vehicle's Battery Management System (BMS). **Quick reference:** | **Charger type** | **Typical output** | **Approximate time to add 100 km** | |------------------|--------------------|------------------------------------| | AC (Level 2) | 7--22 kW | 2--5 hours | | DC rapid | 25--150 kW | 20--60 minutes | | DC hyper-rapid | 150--300 kW | Under 15 minutes (compatible EVs) | **Tip:** For long trips, two shorter charging stops in the 20--80% range is often faster overall than waiting for a full charge at one stop. If you would like read more please see this article: [How long will it take to charge my EV?](https://charge.net.nz/knowledge-article/how-long-will-it-take-to-charge-my-ev/) --- language: "en" --- # How much does it cost to charge? ChargeNet is a network of chargers, meaning some locations are owned and operated by third parties who set their prices independently. ChargeNet-owned chargers charge based on energy delivered (per kWh). Prices vary by charger type and location. Current prices appear in the ChargeNet app when you select a station and on each charger's screen before starting a session or [ChargeNet Map](https://charge.net.nz/map/). --- language: "en" --- # How do I use automatic charging at the station? "Automatic charging" refers to both Autocharge and Plug \& Charge. To find out more, see First, **make sure you have set up automatic charging (either Autocharge or Plug \& Charge) in the app.** * To set up **Autocharge** , see * To set up **Plug \& Charge** , see Once Autocharge is set up and enabled for your EV, using it is simple. ## 1. Check that the charger supports automatic charging on the map. You can find compatible chargers by filtering for automatic charging compatible locations on the map, or by checking the header of the site. ![Group 547.png](https://support.charge.net.nz/__attachments/a_c0d737d9f39053e5a6c0fe0970b3b4d14d86ee9a0f4efd9665ebd1149a32de3d/Group%20547.png?cb=77dc38cb3dfbd6ffebf428ff68d14705) "Autocharge" shown in the header ![image-20260301-220251.png](https://support.charge.net.nz/__attachments/a_9c99fe492e7bfbcefb34fb582759ca4511b9f042b9b89d9d6658a7eb8a716a4e/image-20260301-220251.png?cb=ea225f4ea652313f719910ff3f6a3c32) Toggle to show Autocharge locations only To see more on which chargers support automatic charging, [see here for which chargers support Automatic Charging.](https://support.charge.net.nz/support-hub/which-chargers-support-autocharge) ### 2. At the station, plug the charger connector into your EV. There's no need to open the app or tap your RFID to start the session. The session should start up automatically as soon as you plug in. ### 3. Wait for the session to start. Check your EV, the charger screen, or your app to confirm that the charging session has begun. You can check: * Your EV. Whether it has started charging on not should be indicated on your EV. How it is shown depends on your specific EV. * The charger screen. It should show whether a charge session is now in progress for the connector that you're plugged in to. * The app. It should show an active session under your account. ### 4. When finished, stop the session using the charger screen, the app, or in your car. ### 5. Unplug and return the connector to the charger. --- language: "en" --- # Starting and stopping a charging session Everything you need to start and stop a charging session - using the app, an RFID fob, or automatic charging. * [Starting a charge](https://support.charge.net.nz/support-hub/how-do-i-start-a-charge-on-the-new-app.md) * [I can't start a charge](https://support.charge.net.nz/support-hub/i-cant-start-a-charge.md) * [Error when starting a charging session](https://support.charge.net.nz/support-hub/error-when-starting-a-charging-session.md) * [Stopping a charging session](https://support.charge.net.nz/support-hub/i-cant-stop-the-charging-session-what-should-i-do.md) * [The cable won't release from my vehicle!](https://support.charge.net.nz/support-hub/cant-unplug.md) * [What is an RFID fob and how can I order one?](https://support.charge.net.nz/support-hub/what-is-an-rfid-fob-and-how-can-i-order-one.md) * [Do I need a cable to use your stations?](https://support.charge.net.nz/support-hub/do-i-need-a-cable-to-use-your-stations.md) --- language: "en" --- # I am looking to install a DC Rapid Charger. Can ChargeNet help? If you are looking to install a DC rapid charger, we are happy to chat about your requirements. Please [contact us](https://charge.net.nz/support/contact/) to discuss further. --- language: "en" --- # I can't see a charging station on the app! Please make sure you have selected the correct outlet type for your vehicle and ensure all filters are off: * **DC** \[CHAdeMO or CCS\] * **AC** \[Type 2 AC\] If the charger still does not appear, it may have been temporarily removed from the network due to a **relocation** or **major fault**. For immediate assistance, please call our 24/7 support team on **0800 224 274**. --- language: "en" --- # I can’t start a charge # I can't start a charge If your session won't start, work through these steps: 1. **Check the app or map** : confirm the charger shows as **Available** (green). If it shows as In Use or Offline, try a different connector or station. 2. **Check your payment method** : an expired or declined card will prevent sessions from starting. Go to **Account → Payment methods** to update. 3. **Restart the app**: close and reopen the ChargeNet app, then try again. 4. **Check your cable**: ensure the cable is fully seated in both the vehicle and the charger. 5. **Try your RFID fob** if you have one, try tapping it on the reader instead of using the app. 6. **Check for an error code**: if the charger screen shows an error, see \[Error when starting a charging session\](/support-hub/error-when-starting-a-charging-session). If you are still having issues our Customer care team are here to help 24/7 on 0800 224 274 --- language: "en" --- # Stopping a charging session **Use these steps to stop a session:** * **By App:**If you have the ChargeNet app on your phone, you can stop a charge on there by pressing the stop button * **By RFID:**You can stop a charging session early by swiping your RFID against the scanner and then following the prompts on the screen * **Use the In-Car Button:** Some EVs have a dedicated unlock/release button on the dashboard or directly next to the charging port **If the session still won't stop:** If other methods fail, call **0800 224 274**and our customer care team will gladly stop the charge remotely. **Only press the "Emergency Stop" button in a real emergency**.This not only stops your charge, but it also shuts down the whole station. If you do, please reset the station before you leave. Dont forget to hang the cable back properly and close your charge port. Please do not attempt to forcibly disconnect the cable if it appears locked. --- language: "en" --- # I have a billing issue. Who should I speak to? Please get in touch with us via the form on our [Contact page](https://charge.net.nz/support/contact/). If you are showing an outstanding balance on your recent Statement/Invoice, please check that the credit card we have stored on your account is still valid and hasn't recently expired or been replaced. --- language: "en" --- # I have installed my own charger. Can I bill for its use using ChargeNet? Yes, we provide access to our charger activation and billing platform on an open and non-discriminatory basis. Your charger should be OCPP compliant and have remote access. Please contact us for more information. [Next Page](https://support.charge.net.nz/llms-full.txt/1)