Frequently Asked Questions

While at first glance, using a rapid charger for the first time might seem daunting, rest assured they’re relatively straightforward. Here are some of the most frequently asked questions to get you started.

Yes, to use the ChargeNet network you will need to create an account. Creating a ChargeNet account is simple, free and takes just a few minutes. Once you’ve signed up, you’ll be able to access the rapid charging network instantly and enjoy easy billing and payment. To create your account, click the ‘Sign Up’ button.

Creating a ChargeNet account is simple, free and takes just a few minutes. Once you’ve signed up, you’ll be able to access the rapid charging network instantly and enjoy easy billing and payment. To create your account click the ‘Sign Up’ button. Next, enter your details and add your credit or debit card, and you’re ready to hit the road. Within your account, you can start a charging session, monitor your usage, and download your invoices.

We’ve introduced idle fees at the Grey Lynn (Giltrap Audi) EV rapid charger as of 9 August to ensure that more people have a chance to charge.

What this means for drivers is that if your vehicle is not moved within five minutes of the completion of your charge, an idle fee of $1.00 per minute is applied if the vehicle remains connected to the charger for 5 minutes or more after a session has ended.

Idle fees encourage drivers to move on as quickly as possible, thus reducing queueing and creating a better experience for all drivers. We recommend using the ChargeNet app, so you can monitor your session remotely.

We offer multiple ways to start a charging session. You can charge in one of the following ways:

Remotely via the app or start charge page:
You can activate a charging session using your smartphone via the app or going to charge.net.nz and clicking on start charge.

By RFID fob: 
You can activate a charging session using the RFID fob linked to your account. Simply swipe or tap the RFID fob on the designated area on the charging station.

By SMS/text:
If your mobile number is registered to your account, you may also text the word CHARGE and the key number printed on each charger to 226. Once the charger is activated, the start button will light and you can charge as normal. NB: some of our older stations do not offer this option.

If you need additional support:
You can phone our 24/7 support line on 0800 224 274 and we can activate the charging station for you.

  • Ensure your account has not been disabled due to non-payment. If it has, call ChargeNet for help.
  • If the LED screen shows an error message, check FAQs or call our support centre.

50kW Veefil Charging Stations 

  • These are designed to time-out after 180 seconds if a charge has not been initiated.  If necessary, reset the station by hanging the charger back into the cradle.
  • Ensure your vehicle is turned off.
  • Ensure both handsets are securely in their cradles before you start.
  • Each station can only charge one vehicle at a time.
  • Ensure only the first icon (plug-in to EV) is flashing before plugging in.
  • Snap the plug in securely and listen for it to click into place or beep. If you can’t physically plug in, check you have a compatible vehicle and check for damage on the handset. Call 0800 224 274.
  • Once you have successfully connected the station to your vehicle, the app symbol (second icon) and stop symbol will be illuminated.  The station is now waiting for you to identify yourself. Do this by swiping your RFID fob over the app symbol or by remote starting.

ABB Charging Stations

  • Plug the appropriate handset into your vehicle firmly.
  • Tap the touchscreen to wake it up and swipe your RFID fob
  • Selecting either 1 CHAdeMO, 2 CCS or type 2 AC according to your vehicle’s charging protocol
  • Press start on the touchscreen or remote start with the ChargeNet NZ app or via the website

For further help, please review this troubleshooting page for more help or call our support centre on  0800 224 274.

Prices are set at a charging station level. For a full list of current charging rates please refer to the Start Charge page at app.charge.net.nz or download the ChargeNet app.

To start a charging session you will need to create a ChargeNet account (sign up here). Once you have created an account and loaded a debit or credit card you will be able to use the network. Your credit or debit card will be billed at the end of each charging session. At the start of each month, ChargeNet will email you a statement/invoice for your previous month’s charging. Please ensure that your email system will accept emails from noreply@charge.net.nz and your account has an up-to-date credit or debit card to ensure your account stays active.

If you do not have a credit card, a debit card also works. Failing that, many of our customers use Prezzy cards or similar.

Yes. ChargeNet does not keep any credit card details on our servers or manually in our office. We use an online credit card payment gateway. Your credit card details are kept securely on their servers, except the CVV number which is not stored but only used to verify and then discarded.

If you are a company or have a large fleet of EVs, please contact us to discuss your requirements.

If you are looking to install a DC rapid charger, we are happy to chat about your requirements. Please contact us to discuss further.

The ChargeNet network is continually growing. For an up-to-date list of our chargers and their locations visit the ChargeNet map.

To use the ChargeNet stations, you just plug in, swipe your RFID Fob, or activate via the app, and press start. Please ensure that your EV is turned off as some will not initiate a charge while switched on.

If in doubt, the instructions are printed on the front panel of each of our chargers.

If a charging session has not started within 3 minutes, the charger will time out. If this happens, please return the charger to its cradle to reset the machine before starting the charging process again.

On stations that have the option of selecting a max charge (80% Max black button) these stations will default to a 80% charge as it is the quickest most efficient charge. If you wish to receive the max charge of 95%, please press the max button.

Please be courteous to other users by not parking at an EV charging station if you are not charging and by moving your vehicle once you are finished.

Yes! This is available to download for free from the iOS App Store or Google Play Store.

RFID fobs (radio frequency Identification tags) are plastic discs with a unique identifier chip enclosed linked to your account that enable charging sessions. Sessions activated with your RFID fob are billed directly to your account. The RFID fobs cost between $2.00 and $5.00 each, plus $5.00 shipping per order. Once you have created a ChargeNet account, these can be ordered through your account via the RFID fob tab.

Absolutely. We offer multiple ways to start a charging session. You can charge without the RFID fobs in one of the following ways:

Remotely via the app or start charge page:
You can activate a charging session using your smartphone via the app or going to charge.net.nz and clicking on start charge.

By SMS/text:
If your mobile number is registered to your account, you may also text the word CHARGE and the key number printed on each charger to 226. Once the charger is activated, the start button will light and you can charge as normal. NB: some of our older stations do not offer this option.

If you need additional support:
You can phone our 24/7 support line on 0800 224 274 and we can activate the charging station for you.

Usually this is because the car batteries are no longer in optimal condition. There are other causes, such as temperature extremes causing inefficient charging.

At a ChargeNet DC rapid charger, you can usually expect to add about a 100 km range in 15 – 30 minutes. The two main variables* are: how many kW you want, and what type of connection your EV will use. You can stop a charge at any time if you need to get going. You can learn more about this subject here.

Please call 09 869-2966 during business hours or email info@charge.net.nz.

If you are showing an outstanding balance on your recent Statement/Invoice, please check that the credit card we have stored on your account is still valid and hasn’t recently expired or been replaced.

When you register a credit or debit card on your ChargeNet account, a pre-authorisation “hold” of $1 is placed onto your card. This is normally released within 2-3 business days.

Worksafe NZ has a set of guidelines posted for Electric Vehicle Charging Safety, which you can read here: Guidelines for safe electric vehicle charging

Yes! The chargers on our network are designed to be safe in all weather.

In the unlikely event of an emergency, such as an earthquake, please push the red emergency button located at the base of the machine, if it is safe to do so. This will immediately shut down Charger. NB: Our machines are designed to shut down if there is significant damage to the charging cables or connectors. We do ask that you do not use the emergency button unless there is a genuine emergency.

Type in the word CHARGE in the text body, together with the unique 5-digit key number printed on the front of the station (with no space between). Then send the message to 226. Once your account is connected to the station, the start light will be activated and you can proceed as normal. Please ensure to use the mobile phone which is attached to your ChargeNet account, otherwise texting will not start a charge. This is how it knows which account to assign the charging session to. NB: some of our older stations do not offer this option.

ChargeNet provides a premium service to its customers and we pride ourselves on this service. The fees for charging at one of our chargers enables ChargeNet to both maintain the network and keep our customers on the move across the country.

The DC compatible Outlander Phev charges slower given its smaller battery which makes it less cost effective to charge at our charging stations.

The speed of charging slows as the batteries fill. Once a battery reaches 80%, the speed of charging slows significantly as the battery fights the energy being delivered thinking it is full. Because we charge a per-minute rate, the cost-effectiveness is reduced over 80% and we want you to have the most economical experience. The last 5% is so slow to deliver, we do not offer it as an option.

AC charging is slower, much like charging at home. The ChargeNet DC charging is a fast, premium service enabling you to charge your car in the shortest time period possible. You can learn more about this subject here.

All our DC stations come tethered with both Chademo & CCS cables. You will need to supply your own cable at AC Chargers as they are not tethered due to NZTA regulations. Cables required will be Type-2 to the compatible plug required for your vehicle. You can learn more about this subject here.

Most Tesla vehicles can connect to the ChargeNet network with an official Tesla adaptor. Please contact your Tesla dealer to find out more.

If the Emergency button has been activated the error message ESTOP will show on the station screen. Reset it by turning the emergency button to the right until it pops out. The charger will begin a five-minute countdown while it resets. While waiting please return the handset back into its cradle until the plugin icon begins flashing. Please review this troubleshooting page for more help.

Yes, we provide access to our charger activation and billing platform on an open and non-discriminatory basis. Your charger should be OCPP compliant and have remote access. Please contact us for more information.

Yes you can!  You can also use your ChargeNet fobs at the Unison stations.

If the green stop button is NOT illuminated, wave/tap your RFID fob against the WIFI icon on the station control panel (second icon from left). This will enable the green stop button.

The RFID tag is designed to lock the charging session while charging is in progress so you can’t be unplugged while you are away. This is indicated by a red padlock icon, which is lit when the station is locked.

If a remote start was used, the green STOP button will remain lit and available throughout the charging session.

The station will not let you unplug while a charging session is in progress. Ensure that the replace headset icon is flashing before unplugging.
CHAdeMO handset: Press the grey button on the top of the handset as you pull it out (Veefil stations) or for (ABB stations) push the release button forward until the green OK is covered.
CCS handset: Press the unlock button twice on the vehicle remote to unlock the charger or from the vehicle dashboard where available.

You can email your complaint to info@charge.net.nz and we will answer your email during normal office hours. Should ChargeNet NZ be unable to resolve any complaint to your satisfaction or within a reasonable time-frame, you may direct your complaint to:

Utilities Disputes Ltd
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

Or you may call them on Freephone 0800 22 33 40.

You can learn more about our complaints policy at www.charge.net.nz/complaints

If you can’t find the answer to your question, please feel free to contact us, or visit our Support area.

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