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Browse for answers to the most frequently asked questions about electric car charging or get in touch with us.
Frequently asked questions
Who can use Smart Charge chargers?

Our ultra-rapid charging hubs are available for all fully electric vehicle drivers to use. CCS2 connectors can be found at all of our ultra-rapid charging hubs and most of them also offer CHAdeMO connectors.

We have a few sites with Type 2 connections offering up to either 7kWh or 22kWh charging speed. These are shown by a grey pin on our website map.

How long does it take to charge my car?

Although speed of charge does depend upon your vehicle, our 150kW chargers can provide up to 80% charge in as little as 30 minutes.

We also have some chargers capable of up to 7 kWh or 22kWh which provide a slower charge, they can be found on our map shown by a grey pin.

How much does it cost?

Our ultra-rapid charging service has a maximum rate of 75p per kWh.

We also have some slower charging locations which provide up to 7kWh or 22kWh at a maximum rate of 49p per kWh.

You don’t need a subscription for any of our services.

Do I need my own charging cable?
No, all our chargers have their own cables.
How do I start my EV charge?

Tap to pay with your chosen card or with an EV Charge Card, then simply plug in your vehicle to get started.

If you’re using one of our accepted partner apps, simply follow the instructions they provide.

How do I end my EV charge?
Simply press STOP on the charger screen, remove the charging plug from your vehicle and return to the charging station.
How do I get a receipt?
Scan the QR code that is shown on the charger display screen. You'll be able to watch the progress of your charge and when you're finished, you'll be able to view your receipt.
Why am I seeing pending payments on my bank or card statement?

When using bank cards for payment a pre-authorisation is a taken, as a temporary hold of funds to make sure the money is available to pay for your charging session.

We currently take a £40 pre-authorisation at the start of your session for ultra-rapid charging, followed by £20 pre-authorisations if your charge cost reaches the pre-authorised limit.

Once your charge session is complete, the actual cost of the charge will be debited from your payment card. Smart Charge release the pending amount to your bank almost straight away after the charge ends. Your bank controls how fast they release pending payments back to the account holder. Whilst many release straightaway, some can take up to 7 business days. Please contact your bank to request the release of pre-authorisation funds.

Pre-authorisation amounts may differ for our slower charging locations.

Is Smart Charge’s ultra-rapid charging sustainable?
Our new charging hubs are powered by the same electricity that powers the rest of the Sainsbury’s estate, which is 100% renewable. You can find out more about this here.
Can I collect Nectar points with Smart Charge?
Yes, you can collect 1 point per £1 you spend charging with Smart Charge.
How do I collect Nectar points with Smart Charge?
Collect Nectar points with Smart Charge by following these steps each time you charge.

  1. 1. Once you’ve tapped to pay and plugged in your car, scan the follow on mobile QR code on the charger screen.
  2. 2. Tap ‘add Nectar card number’ and enter your Nectar card number, this can be found either on your card or in your Nectar app (just tap the card icon and you’ll be able to copy & paste your number)
  3. 3. Hey presto, you’re collecting Nectar points.
When will I see my Nectar points in my account?
You should see your Nectar points once your charge is complete and final payment has been taken.
Who can help me with questions about collecting Nectar points?
Our Nectar team can help you. Just call them on 0344 811 0811
Do the CHAdeMo chargers work differently?
Our CHAdeMO chargers work in exactly the same way except one extra step. Once you’ve tapped your payment card and plugged in, you’ll need to press ‘START’ on the charger screen – then you’ll be charged up in no time!
Do you accept payment by EV Charge Card or apps?
Yes, we currently accept Allstar, Plugsurfing, Octopus Electroverse and Rightcharge.
How do I start & stop my charge with a Charge Card?
Follow the process that is detailed on our charge points however instead of tapping your card on the card payment machine you tap it on the RFID symbol below the main charger screen, when asked to pay. To stop your charge, simply tap your card on the same RFID symbol.
Can I earn Nectar points via a Charge Card or app?
Yes, once your charge has started scan the QR code on the charger screen and add your Nectar card number.
How do I start my charge with an app?
Follow the usual process you do with your app. When asked to input the charger number, tap the main charge point screen. You can find the charger number in the top corner on the same side as the charger you select to use. It is in a green box and will be a 4-digit code followed by a 2-digit code e.g. 2345 – 05.
How do I get my receipt when I pay with a Charge Card or app
Your Charge Card provider can provide you with your final receipt, usually via their app. Please contact your Charge Card provider if you have any questions on price, billing or receipts. To see a charge summary, scan the QR code on the charger screen where you can see details such as charge start and stop times and Nectar points earnt.
How much do I pay for my charge when using a Charge Card or app?
When using your Charge Card or app, the pricing is set by the provider. Please contact them if you have any questions on price, billing or receipts.
placeholderContact usIf you have any questions about our electric vehicle charging service or if you need support, you can contact our 24/7 team on:0800 014 2141
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