Frequently asked questions.

Below you’ll find the most common questions and explanations that might help you if you’re in trouble. Our app is still developing and your feedback can make a difference, so don´t hesitate to give us your feedback in the app!

Charging

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How do I see the cost of my charging session?

You can find your charging under charging history. There you can filter by date and download your receipt as a PDF.

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Where do I find the kW capacity that each plug at a public charging station provide?

After you have selected a charging station in the app, you can see the kW capacity under each plug ID.

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How do I charge?

1. Select your plug and connect it to your car. You start and stop your charging session direcly through the app or by your RFID – Card. 2. To stop the charging, simply start the Charge4Go app and select ”Stop”. If you’ve started your charging with an RFID card you can stop the charging through the app or by tapping the RFID card against the RFID reader at the charging station. 3. When your charging session is finished, gently remove the plug from your car and place it back at the charging station. If your use your own charging cable you also need to remove it from the charging station.

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Clever charging station does not work.

Clever has informed us that they’re having a technical issue that does not allow them to support the start of charging sessions via external apps. However, our charging cards (RFID) are supported which you can order from us directly in the app. Clever is working on a solution and will let us know when they are ready.

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Can the price per kWh be changed?

Charge4Go's prices are variable and follow the fluctuations of the market. You can always see the price charged per kWh before starting the charging session in the app

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Charging session does not end when I unplug the station.

Sometimes the information from the station have a delay, and the app continues to count the time until the CDR (Charge Detail Record) is delivered. Once it’s delivered the actual session will be shown. The session should stop when you unplug, and you will only be charged the amount of energy that was delivered.

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Why does the charging session fail?

Charging sessions fail for various reasons. A common cause is that the charging station has the same ID–number on both CCS and Type 2 plugs. If this is the case, try to detach the plug gently from the car and wait a few seconds for the station to reload. Then try again by first starting the charging session in the app and then connect the plug into the car. If it still fails, please contact the charging station support in the app for help.

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The station starts CHAdeMO plug and not CCS.

Each plug can only have one plug ID. If the charging station for some reason has the same plug ID for both CHAdeMO and CCS, the station will try to start both plugs. This is a known problem which our service provider and E.ON is working on solving. Try to restart your charging session by detaching the plug and wait a few seconds until the station has reloaded. Then try again by starting the charging in the app before you connect the plug into your car.

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I get an error message when I select the right plug for charging.

Each plug can only have one plug ID. If the charging station for some reason has the same plug ID for both CHAdeMO and CCS, the station will try to start both plugs. This is a known problem which our service provider and E.ON is working on solving. Try to restart your charging session by detaching the plug and wait a few seconds until the station has reloaded. Then try again by starting the charging in the app before you connect the plug into your car. You can always contact the charging operator in the app if this problem does not disappear.

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How do I find a charging station?

You can find and choose your charging station by using Charge4Go’s map in the app. You can also find a station by writing your adress or the charging station ID number in the search feild. There are different charging plugs at the charging stations, such as: Type2, CCS, CHAdeMO and Tesla supercharger.

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What is the difference between the charging plugs; Type 2, CCS, CHAdeMO and Tesla supercharger?

Type2: This plug is considered to be the standard plug model in Europe. Most of the public stations are equipped with a Type 2 socket. Charging power levels of up to 43 kW, though in practice, the value is usually between the range of 7,4 KW – 15,3 KW. CCS (Combined Charging System): An improved version of Type 2, with two additional power contacts for quick DC charging (direct current charging power levels) of up to 350 kW. Most of the DC chargers today are usually around 50 kW and above. CHAdeMO: This plug is a quick charging system that was created in Japan and have a charging capacity up to 50 kW in public charging stations. Tesla Supercharger: A modified version of the type 2 plug. This means that you can recharge your Tesla to 80% within 30 minutes. For now, it´s not possible for any other car brand to charge at a Tesla Supercharger.

Profile & settings

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How do I edit my profile?

Go to "Profile" and press the field with your name, to make it expand. Press the "Edit profile" button, and don't forget to save!

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How do I register an account?

You can easily and safely create your account by with BankID. Alternatively, you can register with your e-mail address and create a password. You find the “Sign up” button underneath the “log in” button in the app. Your e-mail will be your username when logging in.

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How do I add credit a card and select payment method?

To add your credit card in the app: go to "Profile" > "Payment options" > "Add cards". You need to be logged in and have an account to be able to add your credit card. Soon you will also be able to choose among a range of payment methods such as subscriptions, Swish and more.

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How do I add a vehicle?

To add your vehicle: begin with logging into the app then select Profile > Vehicles > Add vehicles. You add your vehicle by registering your license plate number, selecting car model, and finish by pressing “add”. It’s Important to have in mind is that you need to be logged in and have an account to be able to add your vehicle. Unfortunately, It's not possible to add a personalized registration plate number.

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Why can't I add email to my account?

If you already have a registered account with your email and then login with your BankID, a second account will be registered in your name. We are aware of this problem and are currently working on a solution so that you can merge your e-mail account with your BankID account.

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I have registered two different accounts. How do i merge them?

We are currently working on a solution so that you can merge your e-mail account with your BankID account.

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Why does the app not recognise my car when I fill in the registration number?

A common reason for this error to occur is due to the user having a hybrid car. Adding your vehicle registration number is currently only supported for users that has pure electric vehicles.

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Why can't I add my personalized vehicle registration number?

Currently, it's only possible to register a regular vehicle license plate number to your account. This is because Charge4Go is not able to get information about personalized license plates from Transportstyrelsen in the same way as for regular vehicle license plate numbers.

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Is it possible to filter the charging stations so that l only see one kind of plug and charging capacity?

Yes! By using the filter function in the app next to the search field you can filter charging speed range, plugs, and active charging station in your view. This view easily be switched on and off.

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How do I filter which plugs are shown in the map?

Next to the search field, in the map view, you find the filter button. You can filter charging speed range, plugs, and active charging station in your view. This view easily be switched on and off.

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Why can't I stop my charging in the app when I start the session with the RFID card?

For the moment, it's not possible to stop your charging through the app if you've started your session with an RFID card. Our development team is working on solving this issue.

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How does multiple accounts work?

The multiple account function allows several users to connect to a shared account. When a user has connected to a shared account he or she can easily switch back to the personal account in the Charge4Go app. In the shared account, charging sessions from multiple users will be debited to a single credit card or other selected payment option. For companies and other entities with EV fleets, this enables easy cost control and less time-consuming fleet management. The multiple accounts function is also available for individuals and can be used e.g., to let family members and friends debit their charging session to a single credit card without having to share sensitive payment information. When you first create a shared account you will automatically be given the role of “admin”. Admins select which payment method will be used for the shared account and can invite and remove other users. Users who receive an invite and connect to the account will be able to track the costs of their charging sessions but will not be able to access credit card details or other sensitive information that is needed for debiting the account.

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Not able to accept the invitation for multiple accounts?

You can connect to the shared account by pressing the link in the invitation letter sent to your email address. If you are not automatically connected to the account you can copy and paste the code found in the invitation letter in the Charge4Go app under “Accept invitation”. Steps to setting up a shared account: 1. Create a shared account in the Charge4Go application 2. Add payment method 3. Invite and remove users in the “Manage user” section of the Charge4Go application 4. Track and download your users' charging details under charging history.

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How do I reset my password?

You can easily reset your password directly in the app by tapping "forgot password". If you don't receive an e-mail automatically, please contact us through e-mail at "hello@charge4go.com".

Route planner

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Is it possible to add stops in the route planner?

This is not possible at the moment. Our development team is working on implementing this feature in a future release.

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Does the route planer take into account external factors such as a trailer attached to the car?

Our development team is working on implementing this feature in a future release.

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Is it possible to choose a different route than the recommended one?

This is no possible at the moment. Our development team is continuously reviewing the route planning data with our service providers and are working on refining the accuracy.

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Is it possible to export the planned route?

This is not possible at the moment. Our development team is working on implementing this feature in a future release.