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Frequently asked questions about EV charging!

Are you wondering how much it will cost to charge your EV, or what you can do if a charging station doesn’t work? You will find answers to the most common questions about EV charging here.

E-mobility service providers

  • What is an open charging network?

    Not all EV charging providers operate or own their own charging stations. Recharge does. In an open charging network, e-mobility service providers have access to our charging stations to sell their charging services. At Recharge, we believe that this attitude towards the sharing culture will pay off for all of us in the future!

  • What is an e-mobility service provider?

    An e-mobility service provider offers charging services such as payment by app, RFID card or charge card. Since Recharge operates an open charging network, e-mobility service providers have the opportunity to offer their services at our charging stations. This allows us to offer our customers the freedom to choose the provider that suits them best.

    It is up to each individual e-mobility service provider to set prices, terms and conditions. We also offer drop-in charging at our charging stations, where you can charge your EV without being registered with an e-mobility service provider.

    Here, you will find an overview of all e-mobility service providers.

Charging

  • What is the difference between kW and kWh?

    Kilowatt (kW) corresponds to charging power/speed.

    Kilowatt hours (kWh) are probably familiar from your electricity bill: A kWh is the unit for the amount of energy you have received/used.

    For example: A charger that provides 50 kW of power, will under ideal conditions deliver 50 kWh of energy in one hour. 

  • What is the difference between a slow charger, a rapid charger and a high power charger?

    The three types of charger say something about charging power/speed, i.e. how long it takes the charger to supply power to the EV. Not all EVs can utilize the charger’s maximum charging speed. If you are unsure about which charging type is suitable for your EV, you can check with your vehicle supplier.

    • Slow charger: 3.6–22 kW. Estimated charging time (80 per cent) 3–10 hours.
    • Rapid charger: 50–150 kW. Estimated charging time (depending on battery level) 15–120 minutes.
    • High power charger: Over 150 kW. Estimated charging time (depending on battery level) 10–45 minutes.
  • Why does my EV charge slower in the winter?

    Fast charging takes longer when the battery is cold. This simply has to do with battery chemistry; the ions move more slowly when the battery pack is cold than they do when it is warm. The cold does not affect the charging station itself. The charger provides the same power as it is marked with. It is the car’s battery management system that limits the charging speed to protect the battery.

    Useful tips: In order to speed up charging in cold weather, it may make sense to charge the EV while the battery is warm. For example, plan a charging stop towards the end of your trip.

  • Which charging cable fits my EV?

    There are several types of charging cables, and at many stations, you will be able to choose between several charging options

    For slow charging you must always bring your own mode 3 type 2 charging cable that fits your EV. This is usually standard equipment on all new EVs. EVs normally come with two cables. You cannot use the charging cable that has a “normal” wall connector at our public charging stations.

    For fast chargers and high power chargers the cables are always fixed, and at most charging stations, you will find both a CCS/Combo connector and a CHAdeMO connector. Only one of them will fit your car. Most new EVs today come with CCS, which is the European standard for charging cables.

    Read about the different charging cables here.

  • Why am I not getting more power?

    How much power you get over a given time, i.e. the charging speed, depends on several things, including which EV model you have, what kind of charging station you charge at, battery temperature and the vehicle’s battery level.

    It is always the vehicle that decides how much power it can receive! It is the vehicle’s battery management system that limits the charging speed, to protect the battery.

    For example: An EV that cannot charge at higher power than 40 kW will not be able to get more than 40 kW – even if the charger has a maximum charging speed of 150 kW. 

    All our charging stations are marked with their maximum charging speed. So, be aware that even if your EV can receive a charging speed of 150 kW, it will never be able to draw more power than what the charging station is marked with.

Charging station

  • I’m having problems charging, what should I do?

    There can be several reasons why you are unable to charge your EV. Here are some tips on what to do if you have problems charging:

    • Disconnect the cable, put it back into the charger and try again Follow the instructions on the charger step by step. Our instructions are made specifically for the charger model you are at.
    • Check if the emergency stop has been activated. The emergency button may look a little different on the different charging stations, but it is usually a red switch. It is often easy to turn back to its normal position.
    • Try another method to start charging. If you are using an RFID tag, charge card or app, there may be problems with the payment method connected to that RFID tag, charge card or app that are preventing you from charging.
    • Try another charger at the same station. Sometimes, unfortunately, a charger may be out of order. This does not necessarily mean that all the chargers at the station are out of order.
    • Call customer service. Our customer service personnel are ready to help you. They solve most problems they get over the phone in the first line. Our customer service is open 24 hours a day: 69 14 14 10.
  • I can’t disconnect the charging cable from the EV / charging station, what should I do?

    Always start by plugging the cable back into the vehicle and start charging again. Then stop charging and try unplugging again.

    If you can’t unplug the cable from a fast charger, the vehicle has probably locked the cable. Many vehicles have a release button: information about this can be found in the vehicle’s instruction manual.

    If you are unable to disconnect the cable on a slow charger, first try to disconnect it from the vehicle. This breaks the circuit and will release the locking pin in the charger.

    If you are still stuck, call us on 69 14 14 10, so we can help you!

  • Why isn’t the charging station working?

    There can be many reasons why a charging station is out of order. Here are the most common reasons and tips for what you can do:

    • Emergency stop. Sometimes a customer stops charging using the emergency stop button. This causes the charger to appear to be out of order, when in reality, it only needs to be put back into normal operation. Often, you can easily turn the emergency button back to normal position.
    • Restart. Sometimes the charger needs to be restarted for some reason. Customer service can often solve this over the phone.
    • The mobile network is down. For apps, online payment via QR code and SMS to work, the charger must be online. If the mobile network in the area is down, charging will not be possible. On some chargers, it is possible to start charging with an RFID tag or charge card even if the mobile network is down.
    • We are waiting for a spare part. Sometimes the service department may have to wait a little longer for the specific part.

    We greatly appreciate all the information we can get about errors in the network – you help us repair the charging stations faster! You can contact us by phone on +47 69 14 14 10 or by e-mail around the clock!

  • Why does it take so long to repair charging stations?

    There can be many reasons why a charging station is out of order, and there can also be several reasons why repairing it takes time. Common reasons why it takes time can be:

    • We have to wait for specific parts.
    • It is a complaint case where we are waiting on the equipment supplier.
    • What we thought was wrong turned out not to be the problem. We must therefore return with new parts.

    Please always contact customer service if you discover a charging station that is out of order. Our experienced customer service can perform remote troubleshooting of the charging station and are often able to help.

    If they can’t start the charging station, customer service will quickly report the error to our operations department, which will then take action.

  • How can I suggest new locations, and how is the need for expansion followed up?

    We welcome suggestions for new locations or expansions! Feel free to send us an e-mail with information about the desired location, preferably with the postal code and place name. The more specific the proposal, the better. Submitted tips will not be answered, but your input, together with the other tips we receive, will form an important basis for planning our network.

    We generally pay close attention to traffic and charging data, and we try to build charging stations or expand where we see specific demand. In some areas the traffic is seasonal, which makes it difficult for us as a commercial player to assess the basis for expansion. There are also certain areas that don’t have enough power available for us to expand with more charging stations.

Prices

  • Why aren’t your rapid chargers priced per kWh?

    To ensure circulation and reduce queues at our charging stations, we have developed our own pricing structures.

    On rapid chargers you will be billed per minute. Then you only pay for the time you occupy the charging station. On high power chargers and slow chargers, you pay per kWh, i.e. the amount of power you receive.

    The charging speeds you can get from a high power charger will vary and depend on the vehicle model and the number of vehicles charging at the same time, among other things.

    Some chargers have different prices/pricing structures. You can find prices here.

  • I wasn’t able to charge my EV, but I was still billed. Why?

    If you suspect that you have been wrongfully billed for charging, please contact customer service. If you charged your EV using an RFID tag, charge card or app from an e-mobility service provider, you must contact customer service at your e-mobility service provider.

    Please note that if you have received electricity from one of our rapid chargers, you will be billed for the entire time you have occupied the charger. If you still mean you have paid too much, please contact customer service. Our operations department will then perform a technical inspection to determine whether you have been invoiced incorrectly or not. This is in line with our terms and conditions for charging.

    You can find contact information for our e-mobility service providers here.

  • Will the price of the charge be deducted from my card immediately?

    If you charged your EV by entering a payment card on our website for drop-in charging, a reservation will be placed on your card when you start charging (NOK 500/SEK500/€50). When you have finished charging, the excess amount will be released and returned to your card. This usually only takes a few minutes, but in very special cases, it could take a few days.