FAQs

Our FAQ section should help answer any questions you have about the GeniePoint Network and charging your vehicle. If you don't find all the information you need in this section, please use the Contact page to email or call our customer service team.
 

Frequently Asked Questions

The FAQs should help to answer any queries you have surrounding GeniePoint and charging your vehicle.

General

  • If you have registered for the GeniePoint network, start a charge on the GeniePoint App or Drivers Web Application, by tapping on Start a Charge from the main menu (ensure location settings are enabled).  If you are charging as a guest, choose ‘charge as a guest’, enter your payment card and the nearest chargers will be displayed. 
  • Tap on the charge point you require
  • Ensure your vehicle is connected to the charge point first
  • Tap the green Charge button, followed by the large green Confirmation button
  • Charging will commence
  • Check the charge indicator on your vehicle before leaving, to ensure it is charging
  • Alternatively, you can add a RFID card to your account

If you have registered for the GeniePoint network, please check that you have credit or auto top-up enabled on your account.

If you are charging as a guest, ensure you have entered a valid payment card number and you have the minimum pre-authorisation amount available in your account.   

If you have already attempted to start a charge and have not been successful, please disconnect the charger from your vehicle and try the following steps

    • Check that your car is powered down, in Park and that you have switched off any charging timers
    • Ensure that you have selected the correct connector for your vehicle
    • Press start Charge on your phone if using our app/mobile website
    • Insert the charge connector into your vehicle immediately
    • Charging should commence within a few seconds, depending on your vehicle type

If you are starting a charge using a RFID card, please disconnect the charger from your vehicle and try the following steps

    • Check that your car is powered down, in Park and that you have switched off any charging timers
    • Ensure that you have selected the correct connector for your vehicle
    • Press start Charge on the charger (depending on the charger type this will either be directly on the screen or on a button on the charger)
    • The charger should ask you to swipe your card, depending on the charger type, this will either be directly on the screen or there will be a black card reader panel
    • Wait for the charger to confirm that your card has been accepted
    • Insert the charge connector into your vehicle immediately
    • Check the screen of the charger for any messages, you may need to press OK
    • Charging should commence within a few seconds, depending on your vehicle type.

If you are still unable to start a charge, please contact our customer service team.

If you are unable to release the cable at the end of a charge session, please wait up to 1 min as the charge point may need to ‘time out’ after the session has ended. If you are still unable to release the cable:

  • Press the eject button on the vehicle key fob to release AC cables
  • Disconnect the cable from vehicle if possible, lock and unlock the door and then reconnect the cable to the vehicle.
  • Restart charge session, let it run for at least 2 minutes then stop it and try removing the cable
  • If the above fails please contact our customer service team

Please contact our customer service team

You can register most existing RFID cards to our network. To register a card, take your card to your nearest network charger and follow the instructions below…

  1. Login to your account
  2. Select My Account from the main menu
  3. Go to RFID Card
  4. Tap on Register
  5. Follow the on-screen instructions

You can now start using your chosen RFID card at charge points in our network.

  • Please check that the email address you entered matches the email address registered on your account and the password is correct.
  • If the password is incorrect please click the forgotten password link and you will receive a reset password email.
  • If you have not received your verification email or your reset password email please check your junk/spam folder (if using a mail app on a smart phone, you may need to login on a browser to access the email)
  • If you are unable to resolve the issue please contact our customer service team. Contact Page

If you are registered for the GeniePoint network ensure you are logged in to your account:

  1. Select My Account from the main menu
  2. Go to About You and click on Edit, to update your details
  3. If you would like to update your e-mail address, please contact us, and we will make this change for you.

An overstay fee may be implemented when your vehicle is connected for over a certain period of time, and then for each subsequent period. Please see the information on the map for more details.

Most of our fast charge points are not subject to an overstay fee, however, please check the charge point information on our map and on individual charge points for specific details.

The overstay fee exists merely to ensure that the charge points are available for the next customer to use once you have finished charging.

Our charge points are often located on ‘host’ sites (such as council owned car parks). It is the host that decides whether parking fees apply whilst charging. Most site owners will grant you free parking, but it is very important that you read the on-site signs to make sure you understand their policy.

We will not accept any responsibility if you are issued with a penalty charge notice for non-payment of parking charges.

Overstay Fees may be implemented if you are charging for over a certain period of time.

Most of our fast charge points are not subject to an overstay fee. However, please check the charge point information on our map and on individual charge points for specific details.

If we make any changes to the provision of our services, our pricing or terms and conditions we will still communicate these messages via email.  Service messages are factual and are permitted within the scope of the agreement that you hold with us.

To access the GeniePoint network download the GeniePoint App from the App Store or Google Play and choose Register to start benefitting from GeniePoint’s network of chargers.

Alternatively, you can access the service via a browser using our Drivers Web Application at www.geniepoint.co.uk

If you don’t want to register, you can use the GeniePoint App or our Drivers Web Application to charge as a guest.