EV charging help

Why won’t my car charge?

After checking that you’ve connected the cable correctly to your vehicle, look for an error message on the charge station. If there is one, please call 0800 368 9558 for assistance.

Payment pre-authorisation might not have been successful, meaning there might be an issue with your card/account or a PIN may be required.

I’m unable to stop my session and remove the cable - what should I do?

Please ensure you’ve used the same card you used to start the session.

Don’t try to pull the cable from the charge station or your vehicle. Select ‘Stop charge’ from your vehicle or within the associated app. If you’re still having problems, call 0800 368 9558 for assistance.

What should I do if my payment fails?

Please check that you present your card or mobile device correctly. Payment pre-authorisation might not have been successful meaning there might be an issue with card/account or a PIN may be required. If this doesn't work, try an alternative card / payment method, if possible.

How much will my charging session cost?

You can see the charge rate on the charge station’s screen.

I’ve been charged a fee before I’ve started charging my vehicle. What’s this for?

When starting a new charging session, we hold a pre-authorisation deposit in order to check sufficient funds are available. This is similar to what you’d experience when checking in at a hotel or using ‘pay at pump’ facilities. You won’t actually pay this deposit, and it’ll completely drop off your banking history within 10 working days (often less than 24 hours). At the end of the charge session, we’ll deduct a payment from your chosen payment method relevant to the actual amount of charge you used.

Can I have a receipt?

You’ll be able to access your receipt from https://evreceipt.mydrax.com, typically within 24 hours.

You’ll need the following information to access receipts:

1. The last four digits of your payment card, or – if using apps like Apple Pay or Google Pay – the last four digits of your virtual account number (see below).
2. The date of your charging session.
3. The location of your charging session.

Why can’t I find my receipt?

Below are some possible reasons why you may not be able to find a receipt on the portal immediately after your charge session.

1. It can take up to 24 hours from the charging session to process a receipt and for it to become visible in the receipt portal.
2. You may have entered the wrong card or virtual account number details. If you used an app like Apple Pay or Google Pay, you’ll need to enter the last four digits of the virtual account number (see below) - not the last four digits of the debit/credit card number.
3. There may be an issue with the receipt portal. If this is the case, please call 0345 646 1630 for assistance.

Virtual account numbers

For security purposes, apps like Apple Pay and Google Pay create a unique ‘virtual account number’ for each card you import. If you use a smart device (like a mobile phone or smart watch) for your charging session, you’ll need the virtual account number to find the receipt in our receipt portal.

Input the last four digits of the virtual account number on the portal. We only receive the virtual account number, not details of the linked debit/credit card.

How to find virtual accounts on iOS:

1. Open the Wallet app and select ‘Apple Card’.
2. Select the card you used to pay with.
3. Select the circle with three dots in the right-hand corner of the screen. Look for the last four digits of the virtual account number.

How to find virtual accounts on Android:

1. Open the app you used to pay with (e.g. Apple Pay, Google Pay).
2. Select the card you used to pay with.
3. Scroll down and look for the last four digits of the virtual account number.

Still having problems?

Call 0345 646 1630 at any time. Note that this support line is only for the assistance of customers using Drax Electric Vehicle charge stations.

What if I can’t access the internet on my phone to download the app?

You can either try using your mobile data or find a nearby WiFi network, if available.

Why can’t I find this charger on Charge Assist?

Please scan the QR code below the socket and it’ll take you directly to the relevant charger. If you’re not able to see the charger please make sure you’re zoomed in on the map.

What should I do if my payment fails?

Please check that you’ve entered your card details correctly and ensure you’re connected to the internet. If this doesn't work, try an alternative payment method if possible.

How much will my charge cost?

You can see the rate you’ll be charged in the Charge Assist app.

Can I use American Express (Amex) to pay for my charging session?

You can use Amex on Charge Assist through your Apple Pay account. Please use either a Visa Card or MasterCard if you're unable to link an Apple Pay account to pay for your Charge Assist session.

I’ve been charged £20 before I’ve charged. What’s this for?

This is a pre-authorisation charge, but you won’t be charged this amount, and it’ll be removed from your statement within 10 working days.

Why won’t my car charge?

After checking that you’ve connected the cable correctly to your vehicle, look for an error message on the charge station. If there is one, please call the support team on 0345 646 1630.

I’m unable to stop my session and remove the cable - what should I do?

Please do not try to pull the cable from the charger or your vehicle. Select ‘Stop charge’ in the Charge Assist app. If you’re not able to do so, you should be able to do this from your vehicle. If neither of these options works, please call the support team on 0345 646 1630.

Can I have a receipt?

You’ll be able to access your receipt in the Charge Assist app - they can be found in the sessions tab.

I'm getting the error message 304. What does this mean?

If you do see this error, please ensure your charging cable is plugged in fully (you should hear a click) to the charging socket and your vehicle. If this problem persists, please call 0345 646 1630.

What if I can’t access the internet on my phone to download the app?

You can either try using your mobile data or find a nearby Wi-Fi network, if available.

Why can’t I find this charger on the Drax charging app?

Please scan the QR code below the socket and it’ll take you directly to the relevant charger. If you’re not able to see the charger, please make sure you’re zoomed in on the map.

What should I do if my payment fails?

Please check that you’ve entered your card details correctly and ensure you’re connected to the internet. If this doesn't work, try an alternative payment method if possible.

How much will my charge cost?

You can see the rate you’ll be charged in the Fuuse driver app.

Can I use American Express (Amex) to pay for my charging session?

You can use Amex on the Fuuse driver app or as a guest using WebPay.

I’ve been charged £20 (or similar) before I’ve charged my EV. What’s this for?

This is a pre-authorisation charge, but you won’t be charged this amount, and it’ll be removed from your statement within 10 working days.

Why won’t my car charge?

After checking that you’ve connected the cable correctly to your vehicle, look for an error message on the charge station. If there is one, please call the support team on 0345 263 7200.

I’m unable to stop my session and remove the cable - what should I do?

Please don’t try to pull the cable from the charger or your vehicle. Select ‘Hold to Stop’ in the Drax charging app. If you’re not able to do so, you should be able to do this from your vehicle. If neither of these options works, please call the support team on 0345 263 7200.

Can I have a receipt?

You’ll be able to access your receipt in the Fuuse driver app - they can be found in the Activity Tab, Charging Sessions.

What is roaming?

Roaming, in EV charging terms, describes the ability for EV drivers to access multiple charging networks (i.e. Charge Point Operators) for charging sessions. The key benefit, in principle, is you only need an account with a single provider to meet all your public charging needs. The method of payment / authorisation would typically be via a third-party app, such as Octopus Electroverse, or possibly an RFID card issued by their roaming charging provider such as BP Pulse.

The roaming app doesn’t seem to work

Roaming providers have agreements with many charging networks and charge point operators, although no one roaming provider covers every single charge point in the UK. Check with your roaming provider that the location and charge point you’re accessing is included in their coverage – either by using the mapping function within the app or contacting them directly.

How much will my charging session cost?

You can see the pence per kilowatt hour pricing on your roaming providers app, the charge station or in the Charge Assist app.

Note, roaming providers pricing may vary from that displayed on the charge station/Charge Assist app. This is common as providers may charge a premium on top or, as often with Octopus Electroverse, they may offer discounts via their app.

I seem to have been charged a fee before I’ve started charging my vehicle. What’s this for?

This is a pre-authorisation charge (usually for Charge Assist or contactless payments) but you won’t be charged this amount, and it’ll typically be removed from your bank/credit cards transactions within a few hours.

What should I do if my payment fails?

Check you’ve used the roaming providers app correctly and that a valid payment method is set up on your account. Any issues with third party roaming apps should be directed to the app provider. Alternatively, you can either download the Charge Assist app and secure a charge session that way or use the contactless payment terminal, if installed.

Can I have a receipt?

If using a roaming provider, please refer to your roaming providers app for receipts. If you’re using the Charge Assist App or the transaction is contactless, you can access via the QR code or at https://evreceipt.mydrax.com.

Why won’t my car charge?

After checking that you’ve connected the cable correctly to your vehicle, look for an error message on the charge station.

I'm getting the error message 304. What does this mean?

If you do see this error, please ensure your charging cable is plugged in fully (you should hear a click) to the charging socket and your vehicle.

I’m unable to stop my session and remove the cable - what should I do?

Don’t try to pull the cable from the charge station or your vehicle. Select ‘Stop charge’ from your vehicle, within the associated vehicle app, the charge point itself, contactless payment terminal (by re-presenting your card / Apple pay etc) or the roaming app if the session was started that way.