Download the App

First-time charger or seasoned pro, we can all use a little guidance from time to time.

If you’re new, download the PowerFlex app using the appropriate storefront below. And if you need additional help, check out our PowerFlex App User Guide for step-by-step instructions.

EV Charging Basics

How do I start a charge session?

In simplest terms, you scan the station, then plug in and walk away. It’s that simple!

In more detail:

After creating an account, use the map in the Locations tab in the bottom navigation row to view nearby chargers.
Once you’ve arrived at the charging station you wish to charge at, tap on the Start Charging tab in the bottom navigation row.
Position the app’s camera window directly over the QR code located on the front of the charging station. NOTE: If it is too dark for the camera to scan the code, tap the Lightning Bolt icon in the lower- right corner of the camera window to engage your mobile device’s flashlight. If for any reason you are unable to scan the QR code, you may enter the code manually in the box labeled "Enter QR code here."
Once the code is accepted, the Charging Preferences screen will appear. Let us know how much energy you need in kWh. Or, add a vehicle and enter your request in miles or until fully charged
After you confirm your preferences, the pricing confirmation screen will pop –up, displaying the session cost estimate and the payment method on file. NOTE: If your station requires payment, you will not be able to charge until you add funds to your PowerFlex Wallet. See “Why am I seeing a ‘Low Funds Balance’ warning?” later in this guide.
Remove the plug from the charger holster and plug it into your vehicle (give it a firm shove to ensure a clean connection). The charger and the vehicle will start communicating and your session will begin. NOTE: Almost immediately after plugging in your vehicle, listen for an audible “click” sound from the charger itself, which indicates that a clean connection has been made and charging can begin. If you do not hear the click, unplug the vehicle, wait approximately 20 seconds, then start the process over by scanning the station again. Once a clean connection is made, it may take up to one minute for the energy to start flowing.
You may observe the progress of your charging session on the View Sessions screen.

How do I end my charging session?

Press the release latch/button on the charger plug to remove it and return the plug to its holster. You can view your transaction details by tapping the hamburger menu in the top left corner of the screen and navigating to Payments & Billing and Transaction History. Or, you can go to the View Sessions tab and tap the Transaction History button if there is no active session.

How fast are PowerFlex chargers?

The charging speed of a charger depends on a number of factors, including the type of charger, the vehicle model, and the available power at a charging site. PowerFlex employs both Level 2 and DC Fast Chargers in its network. Level 2 Chargers are the most common in the PowerFlex network and deliver power between 6 and 10 kW. These chargers can deliver between 15 and 35 miles per hour, depending on the vehicle model and available power at a site. DC Fast Chargers, sometimes (incorrectly) referred to as "Level 3" chargers, deliver power at rates from 25 – 250 kW, depending on the model of charger, and can fully charge most EV batteries in 1-2 hours, and in some cases even quicker.

What is “Level 1 Charging”?

Level 1 Charging is the slowest EV Charging speed and it is commonly achieved by plugging your EV into a standard wall outlet that you’d find in your home. Level 1 charging delivers only 3-5 miles per hour and is not a service PowerFlex currently provides.

Why does the app ask me what kind of car I drive? Why do I have to set how much energy I want and how long I will stay?

You are not required to enter your vehicle information, however, providing your vehicle’s make, model, and year will allow you to enter your energy request in miles or “charge until full.” (Vehicle information is needed to look up your car’s fuel economy and battery size to make these calculations.) As always, your actual mileage may vary from your requested mileage based on your individual driving behavior.

By telling us how long you will stay parked, PowerFlex can optimize charging for you and all vehicles on the network. Should you need your car charged as quickly as possible, set your charging duration to as short as the app requires in order to deliver the energy you need. But if you’re able to stay longer, your car will charge at a slower rate , putting less stress on your battery, avoiding idle fees, and diverting energy to others who may need to leave sooner than you.

How much does charging cost?

Station pricing is set by the site host and is different for each location. The best way to look up pricing information is to tap on the charging location’s map pin and scroll down to Price Schedule. Alternatively, you can view the pricing schedule at any PowerFlex station by using the PowerFlex app to scan the QR code on the front of the charger and tapping Pricing Details.

Why is electricity at my station priced differently at different times of day?

In many locations, electricity prices vary based on the differing demands for energy throughout the day. This is called “Time of Use” (TOU) pricing, and typically the prices in the late afternoon and early evening are the highest (known as “peak” charging hours). You can view TOU pricing the same way as described in the previous question.

What are “idle fees”?

A charger may assess idle fees if a car is left plugged in but is not actively charging. Idle fees are meant as a deterrent for “stall-napping” and are enforced to encourage drivers to move their vehicles when finished so that others may charge.

The idle fee pricing and terms are described on the Pricing screen that appears after the Charging Preferences screen.

Troubleshooting

Why won't my car charge?

Here are some potential causes for why a charge session may not go as planned:

Station Not Claimed: Make sure you have successfully claimed the station. A station is not claimed until the QR Code is scanned and the price to charge has been accepted.
Bad Connection With Vehicle: Listen for a “click” after you plug in (the charger will make a single, audible “click” sound when a clean connection has been made with the car). If you do not hear the click, or hear more than one click (possibly indicating the charger has disconnected), you should unplug, wait approximately 20 seconds, then start the process over by scanning the station again and re-inserting the plug with a healthy shove to ensure a clean connection.
Vehicle Charging Limit Reached: Check your vehicle’s charging schedule or charging limit. If your car is only set to charge at a certain time of day, or if it already has more energy than its set limit, your car will not charge. In this case, you should unplug, then adjust your car’s settings and re-claim the station.
Inadequate Funds: Make sure you have adequate funds in your PowerFlex Wallet. Go to the hamburger menu in the top left and select Payments & Billing to view your current balance.
Not Permitted to Use Station: If you do not have permission to use the station, the app will notify you when you scan the QR Code. If you believe you should be able to access the charging station, check with your building or site administrator for assistance.
No Power at Station: Check to make sure there are indicator lights on the front of the station. If the indicator lights are not illuminated, there may not be power available at that location.
If You Still Need Help: If none of the above resolves your charging issue, the station or site could be having a problem. Please contact us for assistance at support@powerflex.com or 833-4-PWRFLX or (833) 479-7359.

I tried to scan the QR code, but it’s note working. What can I do?

Occasionally, due to the quality of the available signal, state of the mobile device, or other factors, the PowerFlex app may not scan the QR code successfully. Here are some things to try:

Use the manual code entry field to type the code in and tap Submit.
Force close/quit the PowerFlex App and tap the PowerFlex App icon to re-open it.
Restart your mobile device and re-open the PowerFlex App.

If after completing all of these steps you’re still unable to start your charging session, contact us at 833-4-PWRFLX or support@powerflex.com for assistance.

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What can I do if the plug gets stuck in my vehicle?

Many vehicles have security mechanisms to keep the plug locked into the charge port to prohibit others from unplugging it. Each vehicle is different, but things to try include:

Unlock the vehicle.
Open the driver’s door, or other doors, to the vehicle.
Insert your key into the ignition.
Power on the vehicle.
If your vehicle has a “Stop Charging” option in either the vehicle or its own mobile app, press it.
Tap Need Help on the View Sessions screen and select End Session Now.

Additional actions to try when using a DC Fast Charger:

Press the Stop button on the charger itself.
Tap the End Session Now button on the Active Session screen in the PowerFlex app.

Some vehicle models have charger lock controls located on the dashboard or driver door. Most vehicles also have an emergency mechanical release to eject the charger plug. Please consult your owner’s manual for more assistance should the plug become stuck.

Why am I seeing a “Low Funds Balance” warning?

Most PowerFlex chargers are not free to use. Drivers are required to maintain a sufficient wallet balance to cover the cost of their energy, plus an extra amount to cover any possible idle fees (assessed at some sites when the driver overstays the duration of their charge).

If you see the “Low Funds Balance” warning, you have a few options:

Add More Funds to Your PowerFlex Wallet:Tap the hamburger menu on the top left corner of the screen. Go to Payments & Billing, then to Add Funds, and then follow the prompts.
Enable “Auto-Refill” for Your Mayment method: Tap the hamburger menu on the top left corner of the screen and go to Payments & Billing. Tap the gear icon next to Available Funds and follow the prompts. (NOTE: Most payment methods require a minimum deposit when enabling Auto-Refill).
Reduce Your Energy Request: On the Charge Preferences screen, lower the number of miles or kWh requested so that your wallet balance will not fall below $0.00.

Why am I being asked to add funds when the station is currently free?

A site with time-of-use (TOU) charging rates may start out as free but may not stay free during the course of your session. Pay attention to the rate schedule at your station when calculating your needed wallet amount.

If you are charging at a free site with idle fees, you may be asked to make a wallet deposit in the event your car is left in its space and is not charging.

In each case, your wallet will only be debited if you charge when the cost of charging is greater than zero or if you incur idle fees.

Why doesn’t the charger plug fit into my Tesla charge port?

Most PowerFlex Level 2 chargers utilize the most-commonly found J1772 charger plug. Charging a Tesla on these stations requires the Tesla/J1772 adapter, which can be purchased from Tesla (most Tesla dealers include the Tesla/J1772 adapter with the purchase of a new car).

The Tesla/J1772 adapter will click into place on the end of the charger plug. It does not matter if you attach the adapter to the charger plug or the vehicle first.

Why isn’t my vehicle charging at its maximum charging speed?

PowerFlex stations are unique in that they intelligently charge vehicles within the electricity capacity of the location where they are installed. We call this Adaptive Load Management®, and it enables us to charge many more vehicles simultaneously than may otherwise be possible. This means that if the site is full of charging EVs, it is possible that not every vehicle will receive full power for the entire duration of their session. This is precisely the reason why the PowerFlex App prompts you for how long you plan to stay parked and how much energy you need: that information is used to schedule the charging of your session along with the sessions of all the other vehicles plugged in to make sure every vehicle gets what it needs.

If you discover you need a faster charge than the station is delivering, there are a couple things you can try:

In your Charging Preferences, reduce the time you plan to charge at the station. This will help prioritize your energy delivery request. Note that there is a minimum time required for the energy that is requested, as each charger has a maximum speed at which it can deliver the electricity to your vehicle.
If you are at a parking garage where there are chargers on multiple floors, you may try to find a floor where fewer cars are plugged in. Oftentimes different floors are served by different electricity panels, so there may be more power to share in another location.

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Why do I see an “Unathorized Driver” message when I scan the QR code at my station?

Some PowerFlex stations are placed at workplaces, schools, condominiums, or other locations where charging is reserved for employees or residents. Access to these stations is granted via the email address used to create a PowerFlex account. If you believe you should have access to a specific charger, please verify that you are using the appropriate email address for that site. You can change your email address by clicking the hamburger menu on the top left of the screen, selecting My Profile and tapping on the name/email field. You must follow the email verification steps prior to your first charging session to ensure you gain access to the private charger.

I’m supposed to get free or discounted charging. Why isn’t that working?

Many PowerFlex chargers are located at workplaces, schools, or other locations where discounted or even free charging is offered. There are three common reasons why drivers would not see a discounted price they expect:

The account was not created with an email address that grants the discount (e.g., a personal email address instead of a work email address).
The email address has a typo in it.
The email address has not yet been verified.

I see “Poor Network Connection.” What happens if my mobile device cannot access the internet?

The PowerFlex app can claim a session even if it cannot connect to the internet at the station.

Open the PowerFlex app on your device.
Scan the QR code on the station.
Insert the charging plug into the vehicle and walk to a location where the internet signal is stronger.
When you reach a location where the internet is available, open the PowerFlex App (or simply leave it open as you walk away from your vehicle).
The app will re-acquire the internet and present you with the pricing screen.
Accept the pricing terms, then charging will begin.

Pay-As-You-Go

What is Pay-As-You-Go?

Pay-As-You-Go allows you to pay for your current EV charge session directly with a credit or debit card without having to pre-load funds or maintain a balance in your PowerFlex Wallet. Simply enter your card information, and the charges are made to your card once your EV charge session ends.

A hold of $50 will be placed on your card when your session initiates. Once the session completes, the hold will be removed from your card and you will only be charged the final transaction amount.

How is Pay-As-You-Go different from the Wallet-based payment option?

The Wallet-based option requires you to pre-fill your virtual PowerFlex Wallet with increments of 10, 20, or 50 dollars, and purchases are deducted from this balance. In contrast, Pay-As-You-Go charges your credit or debit card directly for each session without needing to pre-load funds.

Does this mean I will no longer have the option to pay using the Wallet mode?

No, drivers can still use the Wallet system to pay for their sessions. We are now offering the option of choosing between the Wallet and Pay-As-You-Go as your preferred payment mode.

How do I select PYG as my default payment mode?

Tap on Payments & Billing in the hamburger menu in the upper left corner of the screen. Under “Payment Mode,” tap PowerFlex Wallet. On the next screen, tap Pay-As-You-Go and then enter your card information. When you’ve finished entering your information, tap Verify Payment Method.

Upon verification of your payment method, the card will be successfully saved in your profile and can be used for future sessions. Once a card has been saved, there’s no need to enter a payment method ahead of every session.

I have unused funds in my Wallet but want to use Pay-As-You-Go

If you have a Wallet balance, you can still elect to change your default payment mode to Pay-As-You-Go. Once you make the election, you will see a message indicating that you have a Wallet balance remaining. The balance will be applied toward future EV charge sessions before your Pay-As-You-Go payment method is charged.

I don't like Pay-As-You-Go. Can I go back to being a Wallet user?

Yes, however, if you had any previously saved payment methods in your Wallet that were set to auto-fill, you will need to reenroll them.

How secure is my credit card information with Pay-As-You-Go?

Your credit card information is securely stored by Braintree, a subsidiary of PayPal. Braintree is a validated Level 1 PCI DSS compliant service provider.

How can I update or change my credit card information for Pay-As-You-Go?

To update your credit card information, go to your account settings and select Payments & Billing. You can then edit or replace your stored credit card details. You can only change or update card information when an EV charge session is not in progress.

What happens if my credit card is declined when using Pay-As-You- Go?

If your credit card is declined, you will be notified immediately and the transaction will not be processed. You can try using a different credit card or choose the Wallet-based payment option to complete your purchase.

Are there any extra fees for using the Pay-As-You-Go payment method?

The charging station owner sets the price for your EV charge session. In most cases, the total cost of a session is the same regardless of payment mode (Wallet or Pay-As-You-Go), but you will always be able to review pricing details before you start a session.

What is offline mode?

If there is poor cellular reception at a charging station, you can use offline mode to initiate your EV charge session and start it later when your phone reconnects.

How does offline mode work?

Follow the on-screen instructions to enable offline mode. Scan the station QR code and plug your car in, then go about your day. The app will continue running in the background to check for connectivity. Once you enter an area with cell service, the app will automatically connect and start your EV charge session remotely.

Why is my offline session not starting?

Make sure the app is still running in the background and not completely closed. If you accidentally closed it, please open it again.

For the best experience, we recommend enabling Location Services and Notifications so you are notified when your charge session starts.

Email Verification

How do I verify my email address, and why do I have to?

Email verification is only required when certain additional privileges, such as access to a private charger or discounted charging rates, are granted via a specific email address.

Verification is also useful to ensure you’ve entered it correctly in the event you need to change your password, or if PowerFlex Support needs to contact you if we detect an issue with your charging session.

What if my email verification code doesn’t arrive?

Check your Spam or Junk folders for the email with your verification code, as some email filters will block such messages. If the code does not arrive after 5 minutes, you can restart the verification process to request another code. If the issue persists, contact us at 833-4-PWRFLX or support@powerflex.com for assistance.

Miscellaneous

How do I change the email address on my account?

Click the hamburger menu on the top left of the screen. Select My Profile and tap on the name/email field. (NOTE: You must verify your new email address before your next charge session if the email address grants you access to a private charger.)

Where can I find more PowerFlex charging locations?

Go to the Locations tab at the bottom of the screen to view a map of PowerFlex charging stations near you. You can filter these stations by availability, connector type, and pricing by tapping the filter floating action button in the lower right corner. The Locations tab is the first tab you see after signing in.

Can I get my excess wallet balance returned to me?

To request a refund, please email support@powerflex.com.

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EV Charging Basics

How do I start a charge session?

How do I end my charging session?

How fast are PowerFlex chargers?

What is “Level 1 Charging”?

Why does the app ask me what kind of car I drive? Why do I have to set how much energy I want and how long I will stay?

How much does charging cost?

Why is electricity at my station priced differently at different times of day?

What are “idle fees”?

Troubleshooting

Why won't my car charge?

I tried to scan the QR code, but it’s note working. What can I do?

What can I do if the plug gets stuck in my vehicle?

Why am I seeing a “Low Funds Balance” warning?

Why am I being asked to add funds when the station is currently free?

Why doesn’t the charger plug fit into my Tesla charge port?

Why isn’t my vehicle charging at its maximum charging speed?

Why do I see an “Unathorized Driver” message when I scan the QR code at my station?

I’m supposed to get free or discounted charging. Why isn’t that working?

I see “Poor Network Connection.” What happens if my mobile device cannot access the internet?

Pay-As-You-Go

What is Pay-As-You-Go?

Does this mean I will no longer have the option to pay using the Wallet mode?

How do I select PYG as my default payment mode?

I have unused funds in my Wallet but want to use Pay-As-You-Go

How secure is my credit card information with Pay-As-You-Go?

How can I update or change my credit card information for Pay-As-You-Go?

What happens if my credit card is declined when using Pay-As-You- Go?

Are there any extra fees for using the Pay-As-You-Go payment method?

What is offline mode?

How does offline mode work?

Why is my offline session not starting?

Email Verification

How do I verify my email address, and why do I have to?

What if my email verification code doesn’t arrive?

Miscellaneous

How do I change the email address on my account?

Where can I find more PowerFlex charging locations?

Can I get my excess wallet balance returned to me?

Contact Support

See how PowerFlex can empower you and your site.

Learn more