Frequently asked Questions

Partners

Which operators are currently partnered with Electric Universe?

The following networks are currently partnered with Electric Universe. Please note this list isn't exhaustive as we work with a very large number of charging networks across the UK, Europe & the world.

The most up to date list of compatible partners will always be in the Electric Universe app.

Electrocards & Charging

My Electrocard isn't working

If your card isn't working it's most likely an issue with the charger itself, or a temporary drop in the charger's network connectivity. We first recommend a second attempt (you won't be charged), and then speaking to the charge point operator directly. Their details can be found on the in-app information tab for any charging point.

Although there's very little that can go wrong with your card, if the problem is recurring on different networks please do let us know at hello@theelectroverse.com and we will investigate and replace your card if needed.

A charger I'm trying to use is broken, inaccessible, or has incorrect information

Please do let us know, either by using the in-app issue reporting or by emailing us directly at hello@theelectroverse.com. We'll alert the charging company directly and look to update our data as soon as possible.

I'd like to order another Electrocard for my account

We'd be very happy to send you one - it's easy to order a new card from the 'Electrocards' section in the Electric Universe app.

If you're having any difficulties, please email us at hello@theelectroverse.com

My Electrocard has been lost or stolen

The Electric Universe app allows you to easily deactivate & order new Electrocards.

Please do email us at hello@theelectroverse.com if you've any charges you don't recognise, you're having difficulty cancelling your card, or you've any other worries.

My Electrocard hasn't been activated

If you've ordered a card from the app, it'll already be active when you receive it. To check, take a look at the "Electrocard" section in the app.

If we've given you a card at an event or the status is ‘Preparing your card’, you can activate it manually via the ‘Activate Electrocard’ button. Note, it may take up to 24 hours for some chargers to start accepting your card.

My Electrocard hasn't arrived yet

Our Electrocards take up to 5 working days to arrive. Due to worldwide supply shortages, sometimes there are delays so contact us at hello@theelectroverse.com if you haven't received it after two weeks.

We know how eager you are to get started right away so why not try out our in app charging whilst you wait!

Do I need my own cable to charge? (tethered vs. untethered)

As a rule of thumb, any charger that offers speeds of 50kW or above will have its own cable that you can plug in to your vehicle. Below that, you may need your own cable to use the charger.

This is sometimes referred to as tethered vs. untethered, where 'tethered' means the charger has a cable for you to plug in, and 'untethered' means you'll need to use your vehicle's own cable to plug in at both ends.

Some examples:
IONITY, 350kW - tethered with a cable you can use
Osprey, 50kW - tethered with a cable you can use
Ubitricity, 7kW - untethered and requires your own cable
PodPoint, 22kW - mostly untethered and will generally require your own cable.

We always recommend that you keep a cable in your vehicle so that you can access any variety of charger.

Account

Do I have to be an Octopus Energy customer to use Electric Universe?

No, everyone is welcome!

We want charging to be as simple as possible for every EV driver in the UK, whether you are with Octopus Energy for your home energy supply or not.

How does Electric Universe work with my Octopus Energy account?

The short answer:

Your Octopus Energy account works with Electric Universe, meaning you can log in and pay for charging with your energy account. Changing any personal details in one will affect the other.

The detailed answer:

All of Octopus Energy is powered by Kraken, our self-built energy platform for the future. When you sign-up to Octopus for energy or to Electric Universe for charging, we create you a Kraken account, which gives you straightforward access to everything Octopus Energy does. Think of it like a Google account, but for everything energy related.

If you're already an Octopus Energy customer, you already have a Kraken account, so you can sign-in to Electric Universe with your existing details. Any charging you do through Electric Universe will simply be added to your energy bill, since the accounts are one and the same.

And if you ever leave Octopus for your home energy, your Electric Universe account will continue to work as normal (though we'll ask you to add a payment card if you also cancel your Direct Debit with us).

If I leave Octopus Energy for my energy, can I still use Electric Universe?

Absolutely! Your account will still work with Electric Universe and you can continue to manage your personal details and payment methods through the Electric Universe app.

For more explanation on why this is the case, see the detailed answer to 'How does Electric Universe work with my Octopus Energy account?'

I think I have multiple Octopus/Electric Universe accounts - help!

Not to worry - if you send us an email to hello@theelectroverse.com with details of the accounts and we'll do our best to sort it for you.

I'd like to deactivate my account

Please email us at hello@theelectroverse.com. We'll deactivate your Electric Universe cards and any payment methods associated with Electric Universe. If you're also an energy customer, your account and payment methods will not be affected.

It's worth noting that there are no subscription fees or recurring charges on Electric Universe - we only take payment when you charge your car. So there's also no harm in leaving your account dormant for while, in case you decide to start using your Electrocard again.

Billing & Payment

How do I pay for charging using my energy bill?

Simply sign in to Electric Universe using your Octopus Energy account and any charging sessions will automatically be added to your energy bill.

What other payment methods does Electric Universe support?

Electric Universe currently supports payment either by energy account (for Octopus Energy customers) or by adding a payment card.

How much does charging on Electric Universe cost?

Electric Universe doesn't charge any extra on top of the network providers - we simply pass through the normal cost of using the charger, which we receive from the relevant Charge Point Operator. And in some cases, we actually offer a discounted rate.

The latest pricing for each network and each specific charging point is displayed in the Electric Universe app. These prices may differ from the pricing on the charge points because they have been updated more recently.

Good to know: Electric Universe doesn't charge any on-going or transaction fees.

Redeem a code

When is my credit applied?

It can take up to 24 hours for a credit to be applied.

Where can I see my credit?

You’ll see it applied in your charging history. You can also view it in your Octopus Energy account balance.

What does “Offer already redeemed” or “Code already redeemed” mean?

For some promotions, codes and/ or offers can only be redeemed once. If you see these messages, the code and/or offers have already been redeemed.

What does ‘Code does not exist’ mean?

The code is not valid. Please check to see if you have entered the code correctly. There should only be characters between A-F and 0-9.

If you believe the code is valid, please email us at hello@theelectricuniverse.com.

What does “Code is expired” mean?

The code you entered has passed its expiry date. If you believe this is erroneous, please email us at hello@theelectricuniverse.com.

Refer a friend

How do I ‘refer a friend’?

Open your Electric Universe app and head to the profile screen. Next, click ‘refer a friend’ and either share your unique link (via email or message), or ask your friend to scan the QR code presented on your screen.

When and how will I receive the charging credit?

Your friend will need to sign up to Electric Universe with your unique link to start the process. Then you’ll both need to have an active payment method linked to your accounts and completed at least one charge using the Electric Universe card or app.

Once these conditions have been met, we’ll add £5 to your Electric Universe accounts within 24hrs!

How many friends can I refer?

As many as you like! The more friends you sign up the more referral credit you'll earn - and be improving their EV charging experience whilst you're at it!

Can I refer the same friend again?

Afraid not. Once your friend has been referred and completed the sign up process, your unique link will not work for that person again.

Can I refer a friend that is already signed up to Electric Universe?

Unfortunately not. You can only refer new friends who don't yet have Electric Universe accounts.

Charging in app

The charge won’t start!

If you started the charge before connecting the cable to your EV - or the cable disconnected when the charge was starting up - you will need to re-attempt the charge. Disconnect the cable from the car and attempt to start the session again.

Top tip: When the app prompts you to 'Plug in now!', ensure that you have successfully connected and locked the charging cable to your EV before proceeding to the next step. 

If the cable is correctly connected to your EV, but the charge does not start, please ensure that you are at the correct charging point. If your charging point location has multiple chargers, please ensure that the charger you selected in the Electric Universe app is where you are parked.

If you have followed the above steps but still can't start the charge, please get in touch with us: hello@theelectroverse.com

The charge has stopped, but the cable won’t disconnect

If you have successfully stopped the charge, but the cable has not disconnected, tap the 'Is your cable stuck?' prompt at the bottom of your phone screen. This will magic up a manual override and unlock the cable. 

Still not disconnecting? Get in touch with the charge point operator using the support details located in the information tab in the drawer. They will have a direct connection with the charger to unlock the cable

If you are still having issues - contact us at: hello@theelectroverse.com

Which Charge Point Operators are compatible with in-app charging?

Osprey, Mer, Char.gy, Allego, Ubitricity.

With more coming very soon!

How do I know that my charge has started?

Your phone will display a charging screen, and you will be able to track the time duration of the charge.

Your EV will also display the remaining charge duration on the dashboard - if this disappears, simply turn on your EV to check again.

How do I stop a charge?

To stop a charge, drag the 'slide to stop' toolbar across to the right-hand side of your phone screen. If dragged across successfully, you'll be presented with 'charge stopped successfully!'. 

Once your phone displays this screen, you can disconnect the cable and carry on driving!

If your cable is stuck, tap the 'Is your cable stuck?' prompt at the bottom of your phone screen. This will magic up a manual override and unlock the cable.

Can someone stop my charge using their Electric Universe app?

No. If the charging cable is locked to your EV, someone else can't stop the charge from their phone - only you have that power!

Will I be able to track the kWh and the session price?

Yes (for operators which support this functionality)! While your EV is charging, the Electric Universe app will provide updates on the charge duration, speed and price.
You’ll need to use the refresh button to get up to date insights on the number of kWh used.

How do I select the correct charging point and charger for my charge?

When you are at the charging station location, select the charger compatible with your EV (e.g. CCS, CHAdeMo) - if you want to double-check, the charger ID in the Electric Universe app should match the ID on the charging point.

Tap the 'start a charge' button and follow the instructions on your phone screen.

I selected the wrong charging point and someone else is using my charge - what do I do?

Stop the charge by dragging the 'slide to stop' toolbar across to the right-hand side of your phone screen. If you've done this relatively quickly, it's unlikely you'll be charged.

Once the charge has successfully stopped, if you have been charged please get in touch with us with the session details at: hello@theelectroverse.com

Can I exit the charging screen while my car is charging?

Yes! Feel free to go back and browse the Electric Universe map, check your emails or play a game - whatever you like.

If you leave the charging screen but remain in the app, you will see a 'currently charging' toolbar at the bottom of the map screen, which will take you back to the charging screen when tapped.

The Electric Universe Network

Do you have more networks joining soon? And will they be in-app?

We're talking to most of the major networks in the UK & Europe, and the team is constantly working to make Electric Universe the best and most comprehensive EV charging experience around. Any new networks that join will also appear in the app.

Watch this space...!

What features do you have planned next for Electric Universe?

We're on a mission to simplify EV charging and as such we're always working on new features: from in-app charging & adding your EV details to route planning & more support for fleets.

If there's a particular feature you'd like to see please do email us at hello@theelectroverse.com or leave us feedback within the app - we massively value your input and will prioritise development if we see any themes emerging.