Frequently asked Questions
Which operators are currently partnered with Electroverse?
The following networks are currently partnered with Electroverse. 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 Electroverse app.
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 firstname.lastname@example.org 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 email@example.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
My Electrocard has been lost or stolen
The Electroverse app allows you to easily deactivate & order new Electrocards.
Please do email us at firstname.lastname@example.org 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 7 working days to arrive. Due to worldwide supply shortages, sometimes there are delays so contact us at email@example.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.
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.
Can I use my Electrocard outside the UK?
Yes, you can! With over 430,000 chargers on the Electroverse network across the UK and Europe, taking your EV on holiday just became that bit easier.
Something to note! Depending on how your Electroverse account is set up, conversion/exchange fees may apply. Please check our billing FAQs for more information.
Do I have to be an Octopus Energy customer to use Electroverse?
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 Electroverse work with my Octopus Energy account?
The short answer:
Your Octopus Energy account works with Electroverse, 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 Electroverse for charging, we create 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 Electroverse with your existing details. Any charging you do through Electroverse 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 Electroverse 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 Electroverse?
Absolutely! Your account will still work with Electroverse and you can continue to manage your personal details and payment methods through the Electroverse app.
For more explanation on why this is the case, see the detailed answer to 'How does Electroverse work with my Octopus Energy account?'
I think I have multiple Octopus/Electroverse accounts - help!
Not to worry - if you send us an email to firstname.lastname@example.org 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 email@example.com. We'll deactivate your Electrocards and any payment methods associated with Electroverse. 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 Electroverse - 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.
How do I pay for charging using my energy bill?
Simply sign in to Electroverse using your Octopus Energy account and any charging sessions will automatically be added to your energy bill.
What other payment methods does Electroverse support?
Electroverse currently supports payment either by energy account (for Octopus Energy customers) or by adding a payment card.
How much does charging on Electroverse cost?
Octopus Electroverse is working hard to keep charging costs down for EV drivers.
The rates reflected on the Electroverse network are provided by the charge point operators, and where possible, we add exclusive discounts! We also never charge any subscription or transaction fees. This means a low-cost and convenient public charging service for you.
The latest pricing for every operator and each specific charging point is displayed in the Electroverse app.
We always recommend checking the rates on the app before you start a session. Rates can change in line with charging operators passing through new prices (this can be due to the end of government support and relief schemes, energy wholesale prices increasing, etc.)
For more information, feel free to reach out to us!
Good to know: Occasionally, rates might differ when charging with CPOs directly. We have also been made aware that some charge points have outdated sticker prices on the hardware. The rate you see in the Electroverse app is the rate you will be charged. If you choose to charge with Electroverse, you will not be eligible for refunds or charging credits to account for price differences with other providers.
When will I be billed?
If you are an Octopus Energy customer and have linked your Electroverse account, you will receive your Electroverse bill at the same time you receive your Energy bill. They will appear on the same statement for extra simplicity.
For customers who have linked a payment card to their Electroverse account, billing occurs directly after a charging session with payments taken.
If you ever want to check your charging receipts, head into the app and select the charging history toolbar icon.
Please note! We are currently updating our payment processes - any existing customer who is currently receiving weekly billing will be moved to the new billing process (i.e. payments taken after each charging session) within the next four weeks (20/06/23 - 20/07/23).
You should receive an email to notify you about this change - and again once your account has been updated. If you had an Electroverse account before 20/06/23 with a payment card linked and have not received an email, please get in touch.
Customers who created new Electroverse accounts from 20/06/23 onwards do not need to get in touch as your account is automatically on the new process. Similarly, customers who have linked their Energy account to Electroverse will be unaffected by this change.
Using your Electrocard abroad
If your Electrocard is linked to a debit or credit card, please check if non-sterling transaction fees apply. Your bank will charge this fee if you use your Electrocard abroad - similar to when you use certain bank cards to pay for food, drinks, boat trips to see Octopuses (etc.) when on holiday outside the UK.
For customers who have a payment card linked to their Electroverse account: Any charging session outside the UK will be billed in Euros (Є). The conversion rate will be at the discretion of your banking provider, so we recommend checking before starting a charge.
For customers who have linked their Octopus Energy and Electroverse accounts: The conversion rate will be automatically converted for you and applied to your monthly bill. The conversion rate will be applied for the time/date of your charging session and will be visible on your monthly breakdown and session receipts.
Can sign up/referral/other charging credit be exchanged or refunded?
No - any charging credit received via referral, sign-up or other means can only be redeemed charging on the Electroverse network. It also cannot be refunded to bank accounts or other Octopus Energy accounts.
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 firstname.lastname@example.org.
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 email@example.com.
How do I ‘refer a friend’?
Open your Electroverse 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 for Electroverse with your unique link to start the process. Then you’ll both need to have an active payment method linked to your accounts and complete at least one charge using the Electroverse card or app.
Once these conditions have been met, we’ll add £5 to your Electroverse 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 Electroverse?
Unfortunately not. You can only refer new friends who don't yet have Electroverse accounts.
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 Electroverse 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: firstname.lastname@example.org
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: email@example.com
Which Charge Point Operators are compatible with in-app charging?
With more coming very soon!
We're also launching the Experimental Lab in the Electroverse app! Here - among other features - you'll be able to test the in-app charging feature on operators that haven't officially launched with the feature. The tests that you run - both successful and unsuccessful - will help us determine whether to fully launch in-app charging with the tested operator.
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 Electroverse 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 Electroverse 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 Electroverse 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: firstname.lastname@example.org
Can I exit the charging screen while my car is charging?
Yes! Feel free to go back and browse the Electroverse 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.
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 Electroverse 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 Electroverse?
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 email@example.com or leave us feedback within the app - we massively value your input and will prioritise development if we see any themes emerging.