EV Charging Consumer FAQ’s

How do I find a charging station?

Charging stations can be located through our website. Or on your car’s navigation system.

How do I stop a charging session?

Charging can be stopped by ending the session at the charger. A one-time PIN provided before the charging session began will be required to stop charging early.

How long can I stay connected?

Users may remain connected while actively charging. Idle fees may apply once charging is complete. An additional kWh charge will be applied for each 20-min interval the car remains unplugged after charging is complete.

What happens when my vehicle reaches 100% charge?

The charging session may automatically stop, depending on your vehicle settings.

Can I monitor my charging session remotely?

Yes. Scanning the QR code provides real-time charging status, energy consumption, and estimated completion times.

Can plug-in hybrid vehicles use the network?

Yes, plug-in hybrid electric vehicles (PHEVs) can use compatible chargers.

How do I know if a charger is compatible with my vehicle?

All SA specification Electric Vehicles are on the CCS2 EV standard. If your Vehicle was purchased in SA or in some parts of Europe, it will be compatible to our charging station.

How much does charging cost?

• Pricing varies by location and charger type and may be based on:

• Energy consumed (kWh)

• Time connected

• Specific session fees for that location

  
  

How do I pay for charging?

We currently only support Credit and debit cards

Apple and Google Pay are also accepted.

When am I billed?

• Billing occurs automatically at the beginning of a charging session. You will select the amount or kilowatt-hours you wish to charge for and your card will be debited on tapping on or inserting into the POS device.

• If the customer stops charging early, there will be no refund.

• If charging stopped early due to an electricity cut or a technical occurrence, log a call with our support centre.

What do the charger status indicators mean?

• Unplugged – Ready for use

• In Use – Currently occupied

• Reserved – Reserved by another user

• Offline – Temporarily unavailable

• Maintenance – Under service

What should I do if a charger will not start?

Try the following:

• Confirm connector compatibility.

• Reconnect the charging cable.

• Contact support if the issue persists.

What if charging stops unexpectedly?

• Possible causes include:

• Vehicle battery protections

• Network interruptions

• Power supply issues

• Charging cable faults

• If this happens please unplug the vehicle and alert customer support

How do I report a faulty charger?

Faults can be reported through our customer support centre.

Contact details are available on our website (www.etsangEVS.com) or you can scan QR code on charger to access contact details.

Is support available 24/7?

Yes. Our network operations centre monitors chargers and provides customer support around the clock. Our call centre will be available until 18h00 on weekdays and 15h00 on weekends and public holidays. The WhatsApp support line and email support contacts provide support around the clock.

How quickly are faults resolved?

Response times depend on the nature of the issue, but critical faults are prioritised for rapid resolution.

Are new charging locations being added?

Yes. The network is continually expanding to improve coverage and accessibility.

Can I suggest a new charging location?

Yes. Location suggestions can be submitted through our website and our WhatsApp line.

How will I know when new chargers are launched?

Users can receive notifications and updates through our website.