Charging Help – FAQs

1. Download the Plug-n-Go app from the App Store or Google Play.
2. Open the app and tap “Register”.
3. Enter your email address and create a password.
4. Verify your email in the welcome message. (Check your email junk folder if you don’t see it in your inbox.)
5. Add a payment card to your account.
6. You’re ready to charge.

Need help? Email support@plug-n-go.com or call +44 (0)330 232 1111.

We accept:

• Credit cards (Visa, Mastercard, Amex)
• Debit cards
• Apple Pay
• Google Pay
• Contactless payment at some chargers

Cards not currently accepted Monzo Vivid, Wise, Icard, Curve, Paysafe, Wirex, SumUp and UAB ZEN cards are currently not accepted.

Payment is taken automatically at the end of each charging session. You’ll receive a receipt by email and you can also see your receipts in the Plug-n-Go app.

For business accounts, contact sales@plug-n-go.com

No — but it is recommended. You have four options:

1. App (recommended)
Best features, live monitoring, session history.

2. Plug-n-Go fob (uses RFID, like a contactless bank card)
Order free through the app. Fast, convenient charging.

3. Contactless payment
Tap your payment card at chargers with contactless readers. No registration needed.

4. Guest mode
Use the app without registering, or visit plug-n-go.charge.virtaglobal.com

The app gives you the best experience with live updates and charging history.

Fobs make charging faster and more convenient.

To order

1. Open the Plug-n-Go app.
2. Go to “Profile”, tap “Charging method”.
3. Select “Order a new tag” (this is what the app menu says).
4. Confirm your delivery address.
5. Your fob will arrive within 1–2 weeks.

Cost: free.

To use

• Plug in your vehicle.
• Hold the fob near the RFID reader on the charger.
• Wait for confirmation — this can take up to 30 seconds.
• Charging starts automatically.
• To stop charging, hold the fob by the charger again, then unplug.

Your fob is linked to your account and uses your saved payment method.

Method 1 — Guest mode in app

1. Download the Plug-n-Go app.
2. Select “Continue as guest”.
3. Select the charge point.
4. Enter payment details.
5. Start charging.

Method 2 — Web portal

Visit plug-n-go.charge.virtaglobal.com

1. Enter the charge point ID from the label on the charger.
2. Enter your payment details.
3. Start charging.

Note: Creating an account gives you better features — session history, live monitoring, easier repeat charging.

Method 1: Using the App

1. Find a charger
   Use the map in the app or search by location.
2. Select your charger
   Tap the green location marker and choose your connector type.
3. Plug in your vehicle
   Connect cable to car first, then to charger.
4. Start charging
   Tap “Start Charging” in the app – charging begins within seconds.

Method 2: Fob

1. Plug in your vehicle.
2. Hold the fob near the RFID reader.
3. Wait for confirmation — this can take up to 30 seconds.
4. Charging starts automatically.

Method 3: Contactless payment

1. Plug in your vehicle.
2. Tap your contactless card on the reader (if available).
3. Follow the on-screen instructions.
4. Charging starts automatically.

Can’t start? Call +44 (0)330 232 1111

Yes, if you’re using the app. The app shows:

• Live charging status
• Energy delivered (kWh)
• Session duration
• Current cost
• Estimated time to full (if supported by your vehicle)

Open the app and go to “Charging” to see real-time updates.

Contactless and guest users: check your vehicle’s dashboard for charging progress.

Not seeing updates? Ensure your app is up to date and you have mobile signal.

How long does charging take?

It depends — on more than one thing. And most of them aren’t the charger.

It depends on:

• Your vehicle’s battery size
• How empty your battery is
• Your battery’s temperature
• Your car’s maximum charging rate
• The charger type
• Power management at the site

Typical charging times

AC charger (22 kW)
Small EV (40 kWh): 2–3 hours (10–80%)
Large EV (75 kWh): 4–5 hours (10–80%)

DC rapid (up to 350 kW)
Small EV (40 kWh): 20–30 minutes (10–80%)
Large EV (75 kWh): 30–45 minutes (10–80%)

A note on these times These figures assume your car can accept the charger’s maximum power. If your car’s DC limit is lower (commonly 50–100 kW on smaller EVs), real-world times will be longer — see “Why is my car charging slower than the maximum speed?” below.

Your vehicle will only charge at its own maximum rate. Example: if your car can only accept 50 kW, a 350 kW charger will deliver 50 kW. Check your vehicle’s specifications for its maximum charging speed.

First, try these quick fixes:

1. Check the cable connection. Ensure it’s fully plugged into both car and charger.
2. Try stopping and restarting. Use your app or fob. Wait at least 30 seconds, then try again.
3. Check your vehicle. Is it locked? (Many EVs require doors locked to charge.) Is the charge port open? Any error messages on the dashboard?
4. Verify your payment method. Ensure your card hasn’t expired and you have sufficient funds.

Still not working?

Call our support line: +44 (0)330 232 1111. We can:

• Diagnose the issue remotely
• Restart the charger
• Direct you to the nearest working charger
• Send a technician if needed

Report via app: Go to charger details → “Report Issue”.

Try these steps:

1. Check the connection

Make sure the cable is connected to your car first, then the charger. Sometimes unplugging and re-plugging solves it.

2. Check your vehicle

• Is it locked? (Doors and boot closed.)
• Is the charge port properly open?

3. Restart the app

• Close the app completely.
• Re-open it.
• Try starting the charge again.

4. Check payment details

• Go to Profile → “Payment method”.
• Has your card expired?
• Is there sufficient balance?

5. Update the app

• Check you have the latest version.
• Try uninstalling and reinstalling if needed.

6. Check charger access

Some chargers are private and need permission from the owner. If you think you should have access, contact the site owner first.

Still stuck? Call +44 (0)330 232 1111.

1. Check sensor location

Look for the RFID symbol on the charger. Try holding the fob in different positions near it.

2. Check the connection

Make sure the cable is connected properly to both vehicle and charger. Try unplugging and re-plugging.

3. Check payment details

Open the app and verify your payment card hasn’t expired.

4. Check charger access

Some chargers are private. Contact the site owner if you think you should have access.

5. Check fob is registered

Open app → Profile → Charging tags. Confirm your fob is listed and active.

Charger seems faulty?

Report it: support@plug-n-go.com or call +44 (0)330 232 1111.

Try these steps:

1. Lock your vehicle

Check doors and boot are fully closed and locked.

2. Try both methods

If using the app, try your fob (if you have one). If using a fob, try the app.

3. Give it time

Try a few times to give the charger a chance to connect with our system. Wait at least 30 seconds between attempts.

4. Lock and unlock vehicle

Lock your vehicle, wait 10 seconds, then unlock. Try stopping the charge again.

Still charging?

Call +44 (0)330 232 1111 — we can stop the charging remotely and help you disconnect safely.

A stuck cable is usually caused by a communication issue between the charger and our system.

Try these steps:

1. Reconnect and restart

Plug the cable fully back into your vehicle. Restart the charging session. Wait 2 minutes, then stop charging using the app or fob.

2. Lock and unlock vehicle

Lock your vehicle, wait 10 seconds, then unlock. Try disconnecting the cable.

3. Be firm but gentle

Don’t pull hard — you could damage the cable or locking mechanism.

For Easee chargers only

Push the cable firmly into the socket while pressing the hidden button above the LED light line. Then pull gently but firmly to release.

Watch Demonstration Video

Still stuck?

Call +44 (0)330 232 1111. We’ll help you release the cable safely.

The charger’s headline kW is a ceiling. The real-world rate is decided by the car, the battery and the moment.

Chargers can charge at a rate up to the maximum stated. Several factors affect the actual speed:

Vehicle factors

• Battery state — charging slows as the battery fills (especially above 80%).
• Battery temperature — cold or hot batteries charge slower.
• On-board charger capacity — your car may not accept the charger’s full power.
• Vehicle settings — some EVs have eco modes that limit charging speed.

Charger factors

• AC vs DC — check which type you’re using and refer to your vehicle specs.
• Load balancing — the site may distribute power across multiple chargers.
• Grid constraints — local electricity supply limitations.

Other factors

• Battery condition — older batteries may charge slower.

This is normal — and largely by design. Your EV and charger constantly communicate to keep things safe, and your car always prioritises battery health over outright speed.

Check your vehicle handbook for charging specifications for AC and DC charging.

1. Check app version

Make sure you have the latest version. Try uninstalling and reinstalling.

2. Check filters

Open the map and check your filter settings. You may have accidentally filtered out that charger type.

3. Check location

Some chargers are private and only visible to authorised users.

4. Refresh the map

Pull down to refresh. Close and reopen the app.

Email support@plug-n-go.com with:

• Charger location
• Charger ID (if visible on site)
• Screenshot of your map view

In the app:

1. Tap “Profile”.
2. Select “Payment method”.
3. Tap “Add payment method” or select “Change payment method”.
4. Enter new card details.
5. Tap “Save”.

Your new card will be used for all future charging sessions. Keep at least one valid payment method on your account.

Payment issues? Call +44 (0)330 232 1111.

In the app:

1. Tap “Profile”.
2. Press the arrow next to the month.
3. View all past sessions.

Each session shows:

• Date and time
• Location
• Energy delivered (kWh)
• Duration
• Cost
• Receipt

Tap any session to see full details and download the receipt.

Receipts are also emailed to you automatically after each session.

Need a specific receipt? Email support@plug-n-go.com with:

• Date of charge
• Location

Refunds are processed automatically in these cases:

Overcharges

• Technical errors
• Incorrect pricing
• Processing times depend on your card issuer’s policies

Session didn’t complete

• Charger fault
• Connection issues
• Credited to your account automatically

To request a refund

1. Email support@plug-n-go.com.
2. Include: date and time of charge, location, amount charged, reason for refund.
3. We’ll respond within 48 hours.
4. Refunds are processed according to your card-issuing bank’s policies.

For urgent issues, call +44 (0)330 232 1111.

Your receipt shows:

Location: where you charged.
Date & time: when you started and stopped.
Duration: total session time.
Energy delivered: kWh charged into your vehicle.
Price per kWh: rate at this location.
Total cost: final amount charged.
Payment card: last 4 digits used.
Transaction ID: for reference if needed.
VAT: included in total (shown separately).

Receipts are:

• Sent by email after each session
• Available in the app (Charging → History)
• Downloadable as PDF

Can’t find a receipt? Email support@plug-n-go.com with session details.

1. Delete it immediately

Open the app, go to Profile → Charging tags, select the lost fob and tap “Remove” or “Delete”.
Or call +44 (0)330 232 1111 and we’ll delete it for you.

2. Order a replacement

Free replacement via the app:

• Profile → Charging method
• Order a new tag
• Confirm delivery address

Important
Plug-n-Go is not liable for charges made with a lost or stolen Plug-n-Go fob that wasn’t deleted or reported immediately. Report loss immediately to protect your account.