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EV Driver Portal

FAQ

Thank you for your interest in ubitricity. We have compiled the most frequently asked questions for you.

Please note: If you’re looking for FAQ regarding the phase-out of the ubitricity SmartCable, pleace click here.

Charging Questions

How can I find charge points near me where I can charge with a standard cable?

You can use the charge point search function in our app for iOS or Android or on our website to find charge points that are configured for charging with a standard cable. Please filter the results by selecting “DirectAccess only”.

In the app, you can recognise DirectAccess charge points by the “plus” in their descriptions.

How long will it take my EV to charge at a charge point?

Charging times depend on the battery capacity of your vehicle, the power output of the charge point and the rating of the charging cable. Generally, you can calculate your charging time by using the following formula: Time = battery capacity of your vehicle / power output of charge point (which depends on the charge point or the charging cable). The power output usually available at our charge points in the UK is 5.5 kW.

For example:

85kWh (battery capacity) / 5.5kW (power output) = charging time of roughly 15 hours if a 32 ampere charging cable were used.

Using a cable with lower ampere would limit the power output which would mean a longer charging time.

The LED of the charge point is off, what should I do?

Please write us an email at support@ubitricity.co.uk or support@ubitricity.com or use the “Report a problem” form which can be found on our web app or call +44 800 024 6279 (UK) or +49 30 364 288 300 to report the issue.

Why am I being charged a preauthorisation fee?

UK specific: A £6 charge is temporarily held from your card to ensure payment for your charging event. Anything you don’t use will be refunded in 5-7 working days.

What happens if mobile communication fails? Can my EV charge then?

In this case, a subsequent data transaction enables charging by using an expiring certificate that actualizes itself when reconnecting online.

Why didn’t my charging event start after I have followed the instructions on the web app?

Please ensure your cable is plugged in properly.

Please unplug your cable and start the process again. Once you have entered your payment details please wait for a connection between the car and the charge point to be established. Once a mobile connection has been successfully established, the button at the bottom of the payment page will be visible, and you need to click it to start charging.

Some EV models require a different plug-in sequence for our charge point to connect to the vehicle successfully. Please try again using the following sequence:

Step 1: Unplug the cable from the charge point.

Step 2: Scan the QR code

Step 3: Connect your cable to the charge point.

Step 4: Allow the charging event to start. Follow the on-screen instructions to activate the charge session. Once on-line connection has been automatically established by the charge point you will be able to enter your payment details (or select a payment card previously stored on you Smart Phone).

Continue to follow the instruction to commence your charge session.

Step 5: Once charging has started plug your cable into the car.

Is there anything I must be aware of when charging?

Please ensure your charging cable is tucked away when your car is charging, this is to avoid accidents such as trip hazards to yourself and pedestrians.

Be aware when using our charge points that there may be parking restrictions where parking fees may apply. These are independent from any ubitricity charges.

Why was there no power drawn during my charge event?

  1. Your car may already have a fully charged battery, please check your battery level.
  2. This could be due to a faulty charge point, please check for the correct LED colour during the connection process (BLUE when the socket is available to use, then ORANGE when the cable is plugged in but the charge event has not started, then GREEN when charging).
  3. You may not be plugged in correctly, please unplug your cable and reconnect the cable correctly.
  4. There may be a local power outage.

If the solutions above, do not work please call our customer service team on call who will be happy to help.

How do I end a charging session?

If you want to end your charging event, please use the following steps.

Step 1: Unlock your car and unplug the cable connected to it. Please ensure you always unplug the car first.

Step 2: Wait until the charge point LED is orange.

Step 3: Unplug the cable from the charge point.

I can’t unplug my cable from the charge point, what should I do?

Don’t panic, this can happen! Please call our customer service team on +44 800 024 6279 (UK) or +49 30 364 288 300. One of our team members will be able to talk you through what to do to release your cable from the charge point.

Where can I find the app for my SmartPhone/Tablet?

You can find the ubitricity app in both the Google Play Store and the Apple App Store under “ubitricity”. You can find the links here:

Google Play Store
Apple App Store

 

I have forgotten my password for the ConnectivityManager. How do I reset it?

Simply click on “Forgot your password” and you will receive a link to reset your password by e-mail. You can then simply enter a new password yourself. If it does not work, send us an e-mail to support@ubitricity.com and we will contact you immediately.

Why are my charges not displayed in the app?

This is probably because the cable had no reception for the transmission of the data. Bring the cable to a place with better reception and the data should be reloaded. If the subsequent transmission of the data did not work, please contact support@ubitricity.com.

You have not found an answer to your question? Please feel free to send us an email to support@ubitricity.co.uk.