Autocharge works by matching an ID your vehicle sends when you plug in to your Evie account. Before we switch it on, we check we can make that match reliably for your particular vehicle - and we keep checking while it's active.
If we can't be confident in the match, Autocharge can't be switched on. If it's already running, we remove it and email you to let you know.
Here's what that means, and what you can do next.
We check your vehicle, not just the model
When you add a vehicle to the app, we check whether that model can use Autocharge at all.
We then run a second check on your particular vehicle - once before Autocharge is switched on, and again while it's active. That's why a vehicle listed as compatible can sometimes fail to activate, and why Autocharge can be removed after it's been working.
Why we might not be confident in a match
Most manufacturers give every vehicle its own ID. Some reuse the same one across a make and model, or change it regularly as a security measure - and that isn't always apparent from the model alone.
A few things can suggest an ID isn't unique to your vehicle.
The same ID appears on other Evie accounts. Another driver's vehicle is sending the same ID as yours, so we can't tell which account a charge belongs to.
A large number of different IDs have charged on your account. It's completely fine to charge more than one vehicle on your account - this only comes up when the number of IDs goes well beyond what a few vehicles would explain, which usually points to one vehicle changing its ID.
The same ID is used for two charges at once, or at sites too far apart. One vehicle can't be in two places, so more than one car is likely sending that ID.
None of this means something is wrong with your account. Holding Autocharge back, or removing it, is a precaution - so you aren't charged for a session that isn't yours.
You can still charge with Evie
Nothing else about your account is affected. You can start a charge from the Evie app, or with an Evie Pass RFID card.
Can I get Autocharge for this vehicle?
Contact Evie Support and we'll review your vehicle individually, then let you know where it stands.
Its also worth reading through Troubleshooting Autocharge to ensure there is not another reason Autocharge is not activating.