FAQ

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The screen is displaying ESTOP and won’t start

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.   

 

What if there is an emergency?

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 knob unless there is a genuine emergency.

I own an EV, how do I access your network?

All our stations are cashless and cardless. They can be accessed by swiping your RFID fob or by starting remotely via the ChargeNet App.

To charge you must first register an account with us. To avoid any stress, we recommend you register your account ahead of time.  Go to charge.net.nz or download the ChargeNet App to create an account.

What does it cost to register an account with ChargeNet

There is no cost to open an account with ChargeNet.

How Many Stations do you have?

Our network is forever expanding, for an up-to-date list of our chargers and their locations visit https://charge.net.nz/map

Where are your Charging Stations?

For a complete list of our current and planned stations, please visit https://charge.net.nz/map/

How much does it cost?

For a full list of current charging rates please refer to our app or check the Start Charge page at app.charge.net.nz  

How do I use ChargeNet stations?

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.

What is an RFID fob?

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.

Why are there different coloured fobs?

We wanted to offer our customers different colours for personal preferences. There is no technical difference between the colours of our RFID fobs  – just choose your favourite!

How much do the RFID fobs cost?

The RFID fobs cost $1.00 each plus $5.00 shipping per order.  Once you have registered an account with ChargeNet, these can be ordered on our website via the “My ChargeNet” drop-down menu.

I didn’t purchase fobs but a charge has appeared on my credit card statement anyway.

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.

Can I charge without an RFID fob?

Absolutely. 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 2 CHARGE (0800 2 242 743) and we can activate the station for you.

Can I pay for my charge with EFTPOS at the station?

No, you must have an account with ChargeNet to be able to activate the stations. It’s easy and costs nothing to register with us.  

How do I start a Charge with the Text Function?

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.

Why are ChargeNet Stations Not Free?

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.

Why does my Outlander cost so much to charge at your stations
The DC compatible Outlander Phev charges slower given its smaller battery which makes it less cost effective to charge at our charging stations.
What is the difference between AC and DC Charging?

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.

 

AC vs DC diagram

Why does the max charge stop at 95%?

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.

When and how do I pay my account?

The billing period is from the 1st of the month until the last day of the month.

Before the 10th 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 accounts@charge.net.nz.  This amount will be deducted from your nominated card on the 20th (or next business day) of the month.

Please ensure your account has an up to date credit or debit card to ensure your account stays active. 

The line item in your credit card statement will show ChargeNet Rosedale.

 

What if I don’t have a credit card?

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

Do you keep my credit card details safe?

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.

I have a billing issue. Who Should I speak to?

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.

I used your charger but my credit card was not billed?

ChargeNet will only charge credit/debit cards once a month on the 20th of each month for the previous months charging.

I have a fleet of EVs. Can I pay by Direct Debit?

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

How long does it take to charge?

There are many factors to consider when estimating charging times. The most important variables are the car model, traction battery size and condition, and temperature of the batteries caused by season and/or how hard the traction batteries have been working. Lithium EV batteries prefer to charge when they are close to room temperature and they charge faster when they are nearly empty. As they fill the charging rate slows. A standard 80% charge from empty will take about 15 – 20 minutes for smaller-range EVs and an hour for some of the long-range EVs currently on the market. If you can’t obtain approximate charging times from your dealership, you will get to know the speed of charging after doing it a few times. You can also charge to 95% (max setting) if you wish but it will charge more slowly.

Why doesn’t my EV charge to 95% when I select max charge?

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

Can I charge at the station at your Head Office in Rosedale?

No, we do not offer public charging on site.

Who can use the ChargeNet NZ Fast Charging Stations?

Anyone who owns a compatible car and has a ChargeNet account. For a full list of all ChargeNet sites, please see charge.net.nz/map.

Where can I find out about Charging Safety?
Can I charge in the rain?

Yes. Our DC chargers are designed to be safe in all weather!

I would like to install a DC Fast charger at my site

We’re more than happy to chat, please contact us to discuss further.

I want to install my own charger at home or the office

We’re more than happy to chat, please contact us to discuss further.

I can’t start a charge
  • Ensure your ChargeNet, ChargeNow or Unison PowerPark 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 0800 2 CHARGE (0800 2 242 743)
  1.  

    Veefil Stations

  • These are designed to time-out after 3 minutes 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 2 CHARGE (0800 2 242 743)
  • If you successfully connect 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.
  1.  

    ABB Stations

  • Plug the appropriate handset into your vehicle firmly.
  • Tap the touchscreen to wake it up
  • Selecting either 1 CHAdeMO or 2 CCS according to your vehicle’s charging protocol
  • Press start on the touchscreen or remote start with the ChargeNet NZ app or via the website
  • Call O800 2 CHARGE (0800 2 242 743) if you still cannot start
I can’t stop the charging session

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 cable won’t release from my vehicle

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.
Can you put a DC Fast Charger in our town?

Before contacting us, please read our blog on this subject here.  We are particularly interested in hearing about potential sites that match our plan outline on the ChargeNet map as indicated by the light purple or white diamonds.

If, after reading the blog and checking the map, you still believe you have a suggested site for a Charge Net NZ DC Fast Charger, please send us your suggestion on our contact page. You do need to be the owner of the site or be in initial discussions with the property owner, ie: as a leaseholder or Local Authority. We will call you back if we require any further information. We do get many enquiries each and every day and may not always be able to reply to all.

Please also bear in mind that we cannot in the short term place our DC Fast Chargers in every town/suburb in NZ. However, it is our aim that eventually all of New Zealand will be covered.

Can I install an AC charger at work and charge the public to use it

ChargeNet has a variety of AC chargers on our nationwide network. They are located at council-owned carparks around Auckland, in Wellington, and at The Strand, Tauranga. Although an RFID fob is required to use these stations, in Tauranga’s case the power is freely provided thanks to it’s solar capabilities and backed by Trustpower.

As well as testing the suitability of the Tauranga AC charger, ChargeNet is developing a 22kW AC charger which will allow AC hosts to connect to the ChargeNet billing system.

If you have purchased an AC charger elsewhere and wish to connect it to our billing platform, the AC charger will need to be OCPP compliant and have remote access.

Please contact us at info@charge.net.nz if you would like to register your interest in installing an AC charger.

I am a potential site owner. What are the technical requirements?

Each charger draws up to 80A at 400V three-phase.
Suitable car parks will be located close to a distribution transformer with enough spare capacity to support a 55kVA load.
There must also be enough space behind the park to accommodate a 750mm wide by 300mm deep footprint.

Please contact us to evaluate site suitability.

I have installed my own charger. Can I bill for its use using charge.net.nz?

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.

What is your complaints procedure?

ChargeNet NZ is a member of Utilities Disputes Ltd and is required to comply with the terms contained in the Utilities Disputes’ Consumer Codes of Practice relating to the handling of complaints.

ChargeNet NZ’s in-house complaints handling process is free and simple for you to use. Your freephone call to 0800 2 242743 will be answered by one of our small team who will endeavour to resolve your complaint directly. If you prefer you can email 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. Freephone 0800 22 33 40. www.utilitiesdisputes.co.nz. You can also take your complaint to the Office of the Ombudsman, to the courts or the disputes tribunal. Nothing in Charge Net’s complaints process takes away any rights you may have under legislation.

Can I use my Unison fob at a ChargeNet station?

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

Do I need a cable to use your stations?

No.  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.

No Power at The Strand charger, Tauranga

Check that the RCD switch under the clear plastic cover is pushed into the UP position.

How do I connect a Tesla?

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

The plug on your stations does not match the port on my vehicle.

As of December 2016, the NZTA has recommended which two DC-rapid charging connectors should be provided on NZ rapid charging stations. These are CHAdeMO and CCS-Type 2. Stations that were installed prior to this recommendation are gradually being transitioned to the new standard protocols. (See here for progress on this switchover.) All new ChargeNet stations are already equipped with the proper NZ standards.  Some electric vehicles may have ports which don’t fit these two standards. Therefore if you are importing an EV and wish to DC-rapid charge, then it is important to ensure you have the correct port, as there are no legal adaptors in New Zealand, other than the Tesla-CHAdeMO adaptor. Therefore there will be certain electric vehicles which cannot rapid charge in New Zealand, either because they do not have a DC port or they have a charging port which is incompatible such as the CCS-Type 1.  BMW i3 owners who purchased a NZ-new vehicle with a CCS-Type 1 port are advised to contact their nearest BMW i dealer directly for assistance.
Read more here.

What cars are compatible?

You must have a plug-in light EV (Battery EV or a Plug-in Hybrid EV) to use our rapid DC chargers, but not all EVs have compatible sockets for our connectors. Conventional hybrids, such as the Prius, are not compatible.  If purchasing a plug-in EV, please ensure it has one of the following two ports, if you wish to be able to access the DC Fast Chargers on the ChargeNet NZ network.

faq2

CHAdeMO port

CCS Type 2 port

 

 

 

 

 

 

 

 

In late 2016, NZTA published a standard for NZ EV Connectors. It recommends CHAdeMO and CCS-Type 2 ports as NZ standards for DC charging.

CHAdeMO

By far the most popular connector on the NZ EV fleet is CHAdeMO, which is used by Japanese vehicles, such as the Nissan LEAF, and Tesla with an adaptor.

CCS

type1-faq

To be discontinued: CCS-Type 1 port

CCS (combined AC/DC charging system) exists in two forms: Type 1 to suit American cars and Type 2 for European cars. ChargeNet has been lobbying for the European standard to be officially adopted in NZ, which would enable a larger range of vehicles to be imported to NZ. The CHAdeMO/CCS-Type 2 standard was agreed upon in December 2016. The job remains to switch all the existing infrastructure to the new standard. This is being done as resources allow and was largely completed by mid-May 2017, with just a few stations still to be swapped.

Adaptors

Tesla owners will need to purchase an official Tesla-CHAdeMO adaptor which will enable Tesla vehicles to connect to the ChargeNet NZ rapid charging network.  Talk to your Tesla dealer to see if your Tesla is compatible with the CHAdeMO standard.

These adaptors do not work for other models of EV. There are aftermarket CCS Type to Type adaptors around, but ChargeNet has tested some of these and has yet to find a quality, safe product. Please be aware that using an unofficial aftermarket adaptor may void your vehicle warranty and insurance.

What is Plugshare?

Plugshare is an international crowd-sourced map app, downloadable to most smartphones which can also be viewed at www.plugshare.com. The Plugshare map shows the location of EV chargers.

All ChargeNet stations are listed on Plugshare. Anyone who is prepared to allow the public to charge their EVs at their premises may also list on Plugshare, making it a comprehensive map of EV chargers currently available in New Zealand.

The search function allows you to filter results by charger and connector type, price and location. For example, if you are only interested in finding nearby public DC Rapid chargers, you can filter out the AC trickle-charge and AC medium-speed chargers. However, Plugshare does not have the ability to distinguish between CCS-Type 1 and CCS-Type 2 chargers.

To get the most out of Plugshare, users can log-in each time they connect to one of our stations. This enables other users to know ahead that the station is busy and potentially enables them to phone you if your charging session has finished. You can also note any problems you encountered at the station and upload your own photos.

In addition, Plugshare can be used to plan trips and to book yourself in as next in the queue at a busy station. The Plughare app is a useful tool, but it is not failproof.

Please note that ChargeNet NZ does not own Plugshare and cannot control the information uploaded to it by the general public. We take no responsibility if the Plugshare app is temporarily offline. We do not police any queue forming on Plugshare. We cannot guarantee that the address details are accurate.

For more information see http://faq.plugshare.com/article/7-why-should-i-use-plugshare

Is there a Smartphone App?

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