Autocharge should mean you can plug in and walk away. If it isn't working that way, here's how to find out why.
New to Autocharge? Start with What is Autocharge? instead.
I can't activate Autocharge
There are a few reasons activation might not be available.
Your vehicle isn't compatible. Most EVs on Australian roads work with Autocharge, but not all of them. Add your vehicle model in the Evie app and we'll tell you whether it's compatible. Read more about Autocharge Incompatible Vehicles
Your account has a failed payment. Autocharge can't be activated - or used to start a charge - while there's an unsettled payment on your account. Settle it in the Evie app and Autocharge will become available again.
Your payment method isn't a credit or debit card. Autocharge needs a credit or debit card. Apple Pay and PayPal aren't supported. You can check and update your payment method in the Profile section of the app.
Your vehicle is already activated on another account. A vehicle can only be set up for Autocharge from one account at a time. If you believe your vehicle has been activated on another account in error, contact Evie Support.
We can't confirm your vehicle's ID is unique to it. Autocharge relies on your vehicle sending an ID that belongs to it alone. If we can't confirm that, we won't activate Autocharge, because we wouldn't be able to reliably tell your car apart from others.
This is why Autocharge isn't available on rental vehicles or cars shared across several accounts. It can also happen with vehicles that don't send a consistent ID. Read more about Autocharge Incompatible Vehicles
You can still start charges from the Evie app or with an Evie Pass card.
I'm plugged in but the charge didn't start
Check the charger supports Autocharge. Some sites, like many of our highway or AC charging sites, are incompatible with Autocharge, so be sure to check whether the site you charge at is compatible with Autocharge. View list of incompatible chargers here.
You can spot these on the map - they will show an "Autocharge Unavailable" icon, and you can filter the map to show only compatible chargers.
You can also filter the map to show only Autocharge-compatible chargers.
Check Autocharge is still activated. Open the Evie app and go to Profile, then Vehicle. You'll see an "Activated" tag if Autocharge is set up. Autocharge can be paused, so make sure that's not the case too.
Check your payment method. Autocharge won't start a charge if your card has expired, if there's a failed payment on your account, or if your payment method is set to Apple Pay or PayPal. To check Open the Evie app and go to Profile, then Wallet > Payment Methods.
Still not working? If your vehicle is activated, your payment details are fine and the charger supports Autocharge, there may be a problem with the charger itself. Start your charge from the Evie app in the meantime, and contact Evie Support so we can look into it.
A charge I didn't start appeared on my account
There are two reasons this can happen with Autocharge.
Autocharge was set up on the wrong vehicle. If the session used to activate it wasn't actually yours, we may have been recognising the wrong car ever since.
The vehicle's ID isn't unique to it. Most manufacturers give every vehicle its own ID, but some reuse the same one across multiple cars, or change it over time. We list a vehicle as Autocharge compatible based on what we understand from the manufacturer and our own testing - if that information turns out to be wrong, another vehicle can be mistaken for yours.
Getting it right is our top priority.
What to do
Contact us with the charging session details and we'll look into the charge with you.
To stop it happening again while we investigate, turn Autocharge off from the vehicle page in your Profile.