EVgo Account FAQs

Whether on a paid plan or paying as you go, an EVgo membership provides you with a range of benefits. You can select any category below for specific FAQs around that topic. At the heading for each section in this article, we'll also provide you with some quick links to specific questions.

Additional member benefits:

 

If you need additional assistance with the features of your EVgo account, feel free to contact the EVgo Charging Crew at 877-494-3833. Our crew is available to support you 24/7, 365 days a year!

 

 

How do I create an account?

When you decide which EVgo plan will work best for you, you can sign up for EVgo from a desktop browser or from the EVgo mobile app (Android and iOS). We recommend that you enroll in whichever method you plan to use EVgo - if you will primarily use the EVgo app, then go ahead and download the EVgo app to register from there.

When you enroll in an EVgo membership, you will need to provide the following:

  • Your preferred EVgo plan
  • A valid credit card
  • Basic information about the vehicle you will be charging

If you have any questions about signing up through the EVgo app, check out our EVgo App FAQs

If you're not sure what plan is right for your needs, we've got you covered! Use our Plan Finder tool that recommends the best option based on a few questions.

Before enrolling, the EVgo Charging Crew always advises you to you review the plan options available in your area first. Check out our Pricing Page (https://www.evgo.com/pricing/) to see a comparison of plans; from a desktop browser, you'll be able to review your plan options side-by-side. You can also review our Plans and Pricing FAQs.

 

How do I log into my EVgo account?

After you've enrolled in the EVgo account, you can log in from the web (account.evgo.com) or from the EVgo app. Your login credentials will be the same regardless of the platform where you log into your EVgo account. If you require any login assistance, please contact the EVgo Charging Crew at 877-494-3833.

 

 

Manage your Profile

Your life changes at times, and we want your account to stay up to date! Here are some common questions related to managing your profile:

Where can I review my account information?

When you're logged into your account, you can review and edit your contact details (name, phone number, email, and addresses) as well as manage account notifications and your password. Access your account information in your Profile:

  • From the EVgo app:
    • Tap the menu icon (☰) > Profile
  • From the web (account.evgo.com):
    • Select Profile in the top right of your screen

 

How do I change the email tied to my EVgo account?

You can edit the email tied to your account using the EVgo app:

  1. Tap the menu icon (☰) > Profile > Email
  2. Edit your email address as needed
  3. Enter your password and tap Save to save the changes

You can also submit a request to the EVgo Charging Crew for support with changing your email.

 

Where can I review my plan information?

You can review your plan information in the EVgo app or on the web (account.evgo.com). You can see the most detail about your plan on the EVgo app; to find it, tap the menu icon (☰) > Plans

From the Plans screen, you can confirm your plan and start date as well as review other EVgo plan offerings. When you tap View Details under your plan, you can review pricing specific to your plan and region as well as more plan details.

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How do I close my EVgo account?

We hate to see you go, but if you must close your EVgo account, you have a few options.

  • Close account:
    • If you no longer have your EV or are simply enrolled in EVgo for a rental vehicle, then this can be a good option if you may use EVgo again in the future. Closing your account is similar to an inactive account, however, it cannot be used to charge a vehicle unless you contact us to reopen it.
    • To close your account, submit a request to the EVgo Charging Crew.
  • Request account deletion:
    • Upon request, EVgo is happy to close your account as well as delete your information entirely.
    • You can submit a ticket or request deletion in the EVgo app: Tap the menu icon (☰) > Profile > Delete Account > Request account deletion

 

 

Account Members

We created the EVgo Members feature because many of our users wanted to share their EVgo Membership with their household or another specific group. By adding someone as a Member, you can give them autonomy over their charging needs while still controlling most of the main account (such as managing payment methods, earning EVgo Rewards, etc).

Here are some common questions:

 

How do I share or add other users to my account?

If you'd like to share access to your EVgo account, you can add anyone as a Member under your main EVgo account. 

  • From the EVgo app:
    • Tap the menu icon (☰) > Members > Add Member (+) 
  • From the web (account.evgo.com):
    • Click or hover over Profile > Members Add Member to the left

If you'd like, you can invite Members to create their own Member account in the EVgo app. They'll receive an email from support@evgo.com asking them to verify and create their own EVgo Member account login.

You can also request that EVgo issue the Members on your account their own RFID Program Card; this will allow them to start a charge using an RFID card tied to your main EVgo account. Learn more about requesting a Member RFID card below!

 

Why should I add other users to my account instead of just sharing it?

If you want to provide someone with access to charging using your account, then it's best to add them as a Member on your EVgo account. Membership accounts will give your members autonomy over their use of the EVgo Network, however it limits their access to some of your account details. The key benefits of creating a Member account:

  • Make EVgo work for your family’s needs
    • You can assign specific vehicles and even payment methods to your account Members.
  • Limit access to certain account details
    • Members can see their own charge history and the basics of your EVgo contract, however, they are unable to access your main account's transaction history or card details.
  • Keeps transactions clear
    • With their own RFID card and EVgo app access, you'll always know who initiated the charges in your EVgo account.
  • Provides independent use of EVgo services
    • Members can manage their own account details, transactions, and even vehicles, or payment methods (if they add their own).
  • Simplifies contact with the EVgo Charging Crew
    • Our support team is available 24/7, 365 days a year because many users need support! Our team will always verify who is calling before assisting with an issue. When members have their own account, the team will verify the information on the Member account (not your main account), which often makes for a much smoother experience when we're needed!
  • Consolidate your EVgo Rewards
    • All Rewards points from member transactions are tied to the main EVgo account; this means that you still get to benefit from your Members' charging sessions.

As the main account owner, you will be responsible for managing the majority of your account details.

 

Is there a limit to how many Members I can add to my account?

You can add up to 4 (four) members to your EVgo account. If you are looking to manage an account with a large number of users, typically for commercial use, then check out our EVgo Fleets Charging Solution.

 

How do I update the email for a member in my account?

You can manage the Members of your account from the web and from the EVgo app:

  • From the EVgo app: You should delete the Member entirely and add them again with the correct information.
    • Tap the menu icon (☰) > Members > Select the member
  • On the web (account.evgo.com): You can edit a Member on your account if the Member has not yet been able to login and activate their account. 
    • Hover over Profile in the top right > Members > Edit member 
    • Note that you will be unable to edit their email username after you've invited them to join your account.

For the fastest support, please contact the EVgo Charging Crew! The team should be able to assist you with editing the Member account details over the phone at (877) 494-3833 or if you submit a request

 

Member Tip:

If you invite them, Members will get their own unique login, allowing them to manage their own account details on the EVgo app. They will be able to edit the email after they've logged in on the EVgo app, or they can contact the EVgo Charging Crew directly for additional support.

 

 

 

Your EVgo RFID Program Card

Your EVgo RFID Program Card is issued as soon as you create your EVgo account. It's one of the easiest methods for starting a charge with EVgo. When you have it, simply tap the RFID card reader on the station to start your charge!

You can find more details on using your RFID Program Card to start a charge in our Billing and Payments FAQ: RFID Program Card

 

When will I receive my RFID Program Card?

After you create your account, we'll mail your RFID Program Card to the address on file. Most of our new members receive the card within 10-14 business days.

If you have not received the RFID Program Card within 14 business days, please contact the EVgo Charging Crew! We recommend that you submit a request so that you can confirm your correct mailing address before we issue a new card.

 

How do I activate my RFID Program Card?

After you receive your RFID Program Card in the mail, you must activate it from the EVgo app or on the web (account.evgo.com):

  • From the EVgo app:
    • Tap the menu icon (☰) > Program Cards > select the Sent card
  • On the web (account.evgo.com):
    • Hover over Profile in the top right > Cards > Activate

You'll need to enter the RFID Program Card number located on the back of the card itself (do not include dashes) or scan the barcode of your card on the EVgo app. After the card is activated, it will appear in the Program Cards section of your account as Active.

If you need additional assistance activating your RFID Program Card, please contact the EVgo Charging Crew at 877-494-3833. Our crew is available to support you 24/7, 365 days a year!

 

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Can I get a new RFID Program Card?

Maybe your RFID Program Card was damaged or lost - if so, we've got you covered! If you ever need a new RFID Program Card for any reason, you can order a new card directly from your account. 

  • From the EVgo app:
    • Tap the menu icon (☰) > Program Cards > (+) Order New Card
  • On the web (account.evgo.com):
    • Hover over Profile in the top right > Cards > Order Card

We include 3 free RFID Program Cards per plan. If needed, you can order additional RFID Program Cards for $10 each.

 

Can I get an RFID Program Card for a family member?

You can always add a Member to your EVgo account exactly for this purpose! If you add a member to your plan, then you can request an RFID Program Card just for them. Members will also have access to their own profile and EVgo app login.

There are a few ways that you can request an RFID Program Card for a Member on your account:

  • From the EVgo app:
    1. Request a new RFID card
    2. Activate the new RFID Program Card when it arrives
    3. Assign the RFID Program Card to any Member in your account
  • On the web (account.evgo.com):
    1. Hover over Profile in the top right > Cards > Order Card
    2. Confirm details and who will be assigned the card 
    3. Click + Order Card
  • Contact the EVgo Charging Crew! You can submit a request or call the team at (877) 494-3833 or submit a request, and the team will confirm your mailing address as well as assign the card to the Member when they order it.

Learn more about EVgo Account Members here

 

 

Manage notifications

You can manage your notification settings on the EVgo app or from the web. For any notification, you can choose if you'd like to receive an SMS text, an email, or a Push notification. 

What notifications can I turn on or off?

In the EVgo app, you can manage notifications for:

  • Session Started
  • Failed to start
  • Session ended
  • Password change
  • Payment failed
  • Credit Card expiring
  • Autocharge+ Car Confirmation
  • Plan ending
  • RFID Program Card suspended
  • Statement available
  • New RFID Program Card sent

On the web, you can choose to edit notifications for a specific action or in groups:

  • Charging complete
  • Start charge
  • Stop charge
  • Charged failed to start
  • Billing and payments
  • Reservations

Notifications on the EVgo app:

To access your notifications, tap the menu icon (☰) > Profile > Notifications. You can then tap the type of notification you'd like to receive for each option.

  • Activated notifications appear blue (Session Started - Push)
  • Deactivated notifications appear black (Session Started - SMS)
  • Unavailable notifications appear grayed (Failed to start - Email)

Tip: Most notifications will default to active when available. Tap any blue settings to turn them off, or tap again to turn them back on!

 

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Notifications on the web (account.evgo.com):

From the web, click or hover over Profile > Notifications. You can then click the type of notification you'd like to receive. Green icons confirm active notifications and gray icons are inactive.

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Save your vehicle

When you add your vehicle to your EVgo account, your experience becomes much more streamlined. Not only will we automatically filter your searches for your vehicle's charging port, but you might also access benefits like Autocharge+. Here's some of our most common questions about this benefit!

 

Can EVgo save specific details about my vehicle?

Yes, you can and should add your vehicle to your EVgo account! 

  • In the EVgo app:
    • Tap the menu icon (☰) > Vehicles > Add Vehicle (+).
    • You can then add your vehicle by its VIN or search and select the make and model of your vehicle.
  • From the web (account.evgo.com):
    • Click or hover over Profile > Vehicles > Add Vehicle

Important Update:

If you plan to use the EVgo app to locate a charger and initiate charging sessions, then be sure to add your vehicle directly in the EVgo app. At this time, we are currently working to resolve an issue where vehicle profiles are not populating between the EVgo app and the web portal.

 

How do I add my vehicle by its VIN?

This is a great feature of the EVgo app!

After you tap the menu icon (☰) > Vehicles > Add Vehicle (+), you can tap Add Vehicle by VIN. We'll provide you with some basic pointers for locating the VIN on:

  • The driver's side door jamb (to scan)
  • The DMV registration
  • The insurance card
  • The engine compartment (hybrid vehicles)

You can then enter the VIN manually or scan the VIN barcode/QR code if available. It may take a few moments for the EVgo app to load your vehicle's details, however it will save you the steps of manually providing information to us!

Are you interested in enrolling in Autocharge+?

Be sure to add your vehicle's VIN to the vehicle profile! This ensures that your EVgo account is tied to your specific vehicle for any charging sessions which initiate automatically.

 

Why is my vehicle saved on the web, but doesn't appear in my EVgo app?

At this time, we are currently working to resolve an issue where vehicle profiles are not populating between the EVgo app and the web portal. This means that even when logged in, vehicle profiles created and saved on the web are not appearing in the EVgo app, and vice versa.

Please ensure that you add your vehicle to the platform where you intend to use your EVgo account. For most users, this means that adding your vehicle directly to the EVgo app will result in the best experience for you. 

We appreciate your patience as we work to resolve this issue. If you have any further questions are are still experiencing problems with your vehicle profile(s), please submit a request to the EVgo Charging Crew!

 

How do I turn on Autocharge+ for my vehicle?

The EVgo app will recognize any vehicles eligible for Autocharge+. To check, tap the menu icon (☰) > Vehicles.

If your vehicle is eligible, then the EVgo app will indicate Eligible for Autocharge+ on the vehicle's profile. You can then tap the vehicle profile, where you'll see the Request to enroll button.

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Access your charge history

As ever, you can find your Charge History in the EVgo app or on the web!

How do I find my charge history?

You can find your charge history in the EVgo app or on the web (account.evgo.com):

  • On the EVgo app:
    • You'll find a summary of your charges by tapping the menu icon (☰) > Profile > Delete Account > Request account deletion
  • On the web (account.evgo.com):
    • Click or hover over Profile in the top right and click Charge History

 

Can I download my charge history?

Absolutely! You can download your charge history from the web (account.evgo.com). Before downloading, you have the option to filter your charge history by date or by Member. When ready, you can click the Export to Excel button on the left to download a spreadsheet.

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More Account questions?

Regardless of the issue, the EVgo Charging Crew is here to help, 24/7. We want every charge to be quick and easy to get you back on the road. Please call the EVgo Charging Crew for support at 877-494-3833.

Check out our EVgo App FAQs

Check out our Billing and Payment FAQs

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