Billing and Payment FAQs

To help every user get moving as quickly as possible, we offer many ways to pay for charging. We also make it easy to access receipts, transaction history, and manage settings with an EVgo plan.

Select any topic below for some of the most common questions we see on billing and payments:

For the best experience with EVgo, be sure to enroll in one of our plans!

Whether a paid plan or our Pay As You Go option, an EVgo membership gives you the most options for charging and ensures you have access to all of your transactions and receipts. You can learn more about our plans from our Pricing and Plan FAQs, or you're always welcome to contact the EVgo Charging Crew with any questions! Our crew is available to support you 24/7, 365 days a year at 877-494-3833 or you can submit a request for support over email. 

 

 

Payments Methods to start a charge

The easiest and fastest ways to initiate a charge are:

  1. From the EVgo app or
  2. Using your RFID Program Card

These payment methods will tie the transaction to your EVgo account, allowing you to experience the full benefits of an EVgo membership!

Having trouble starting a charge?
You can always call the EVgo Charging Crew for further assistance - the crew is available 24/7, 365 days a year at 877-494-3833. Whether they help you resolve the issue on your own or assist you with a remote start, the team will get you moving as soon as possible!

We also allow Credit Card payments at most stations using a credit card reader. Please click here to review more information on credit card payments as there are important limitations when paying for a charge without using an EVgo account.

 

Pay and start a charge in the EVgo app

Start a charge with your EVgo app for the best charging experience! You can find some common tips and troubleshooting steps below:

 

How do I pay to charge using the EVgo app?

If you have an active EVgo account and a valid payment method on file, then you can start a charge from the EVgo app! 

After you are parked, you can open the EVgo app to start the charge. You'll need to confirm the charging location and the station name to get started; if you have location services enabled, then the EVgo app will recognize the station where you're located as soon as you open the app!

We've provided detailed steps (with tips from the EVgo Charging Crew!) in our Charging session FAQs: Starting a charging session

 

I'm getting a payment method error when I try to start charging - what can I do?

You are required to have a valid payment method on file to start a charge through your EVgo account - whether using the EVgo app, your RFID program card, or calling the EVgo Charging Crew for a remote start.

If you need to add or update a payment method, you'll need to do so within your payment settings (skip to our full instructions below for updating a payment method). After you've updated the payment method in your account, the EVgo app will automatically work to process the new payment method and initiate a charge.

If your payment method is up-to-date in your account and you have any issues starting a charge, then please call the EVgo Charging Crew!

If you use the credit card reader at the station, your charge will not be tied to your EVgo account and you will not utilize the full benefits of your EVgo account for that charging session.

The team is available 24/7, 365 days a year at 877-494-3833. They will be able to determine the issue and help you start a charge that is tied to your EVgo account.

 

 

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.After you obtain and activate your RFID Program Card, simply tap the RFID card reader on the station to start your charge!

Important reminder: Activate your RFID Program Card!

We mail out all RFID Program Cards in an inactive state to keep your EVgo account secure while the card is in transit. After you receive it, you will need to activate your Program Card to fully tie it to your EVgo account for use!

 

Can I charge without my RFID Program Card?

Absolutely! After you have enrolled in EVgo and verified the necessary account details, you can begin charging right away using the EVgo app. This is the best way to ensure the charge is tied to your EVgo account for any relevant member pricing and EVgo Rewards™.

Learn more about the ways you can start a charge in our Charging session FAQs: Starting a charging session

If you are unable to start the charge from the EVgo app, then please call the EVgo Charging Crew for further assistance at (877) 494-3833. They can assist you with a remote start while working to ensure the charging session is tied to your EVgo account.

 

Why isn't my program card working?

There could be a few reasons that your EVgo Program Card isn't working. Some of the most common ones we see:

  • Card not yet activated
  • Moving card away from reader too quickly
    • When using your Program Card at the station, be sure to give the RFID reader plenty of time to connect with your card. We recommend rubbing the card against the reader for the best results.
  • De-magnetization or card damage
    • Like many RFID-enabled cards, certain conditions can cause damage to the card. Your card could be damaged if it has been exposed to high heat, water, extreme bending, strong magnets, or held too close to a mobile device for extended periods.
    • We recommend treating your RFID Program Card like a credit card, keeping it in a safe, flat space in your wallet.
  • Interfering signals
    • The RFID readers on EVgo station will try to read anything digital nearby, such as a phone, smart watch, or even a magnetic bracelet. To prevent the RFID reader from sensing the magnet on another device instead of the RFID card, ttry to keep your hands empty when possible.

 

Credit Card at the station

Most of our charging locations have a credit card reader to provide charging access to drivers who are not enrolled in an EVgo plan. Please know that there are limitations to using this payment method, and we always encourage drivers to enroll in an EVgo plan for the best experience. Learn more about our plan options (including our free Pay As You Go membership) in our Plans and Pricing FAQ page.

Select any of the common questions below for more information:

If you are enrolled in an EVgo plan and would like to use your plan benefits, you should not use the Credit Card reader to initiate your charging session!

Always initiate your charging sessions with the EVgo app or your RFID Program Card. If you are unable to start a charge using those methods, then you should call the EVgo Charging Crew for support! The team will be able to help resolve the issue or start your charge remotely while tying it to your EVgo account.

 

 

How do I start a charge with a credit card?

Depending on the charging location, there are currently two options to pay when using a credit card:

  • Credit Card reader built into the charging station unit:
    1. Plug the correct connector into your vehicle
    2. Select the connector you’ll be using from the screen on the charger
    3. Select the payment type
    4. Swipe your credit card
    5. Enter the necessary information which will show on the screen
    6. Power flow to your vehicle will begin
  • Kiosk Credit Card reader that serves the charging location:
    1. Plug the correct connector into your vehicle
    2. Swipe your credit card at the kiosk
    3. Select the charging station unit you’re using
    4. Select the correct connector on the kiosk
      • The charger will either automatically start the charge, or you will be prompted to start the charge on the kiosk
    5. Power flow to your vehicle will begin

When using the credit card reader, please remember:

  • In addition to the cost of your charging session, you will be subject to a station session fee + any applicable fees from your credit card provider.
  • The credit card transaction will not tie the charging session to your EVgo account.
  • You may not have the option for charging updates or a receipt.
    • Some stations will ask if you want to be notified when your charging session is complete or receive a receipt. Please know, however, that this is not always an option.

If you want to ensure you can get updates on your charging session, a receipt, or any EVgo plan benefits, be sure to start your charging session using an EVgo account. You can always call the EVgo Charging Crew for support.

 

Why is the reader not accepting my credit card?

When someone has difficulty starting a charge, we see a variety of reasons that cause the issue. If the reason is specific to using a credit card reader:

  • Be sure you are using the Credit Card reader; the 'Tap Card Here' space is intended for EVgo RFID Program Cards only.
  • Be sure to use a physical credit card; at this time, we are unable to accept virtual payments like ApplePay or Google.
    • Pre-authorization holds can be up to $40 depending on the charger; please do not attempt to use a virtual payment method!
  • If it's your first time using an EV public charger, your bank may flag the transaction and place a hold on your card. This also occurs if you attempt to make a payment with the same card multiple times

We always recommend that you call the EVgo Charging Crew for additional support to diagnose and resolve the issue. The team is available 24/7, 365 days a year at 877-494-3833.

If you'd like, feel free to check out a few troubleshooting steps that may help depending on why the charge is not starting. You can find a full list in our Charging session FAQs: Starting a charging session

 

Can I get a receipt for a payment using a Credit Card reader?

When making a payment using a credit card reader, some stations will ask if you want a receipt. Please know, however, that this is not always an option.

If you see the option for a receipt, you must select this option at the time of initiating a charge. Our credit card reader transactions are run through a third party, so the EVgo Charging Crew is unable to access or provide receipts after your charging session. 

To ensure you always have access to your transactions and receipts, be sure to start your charges from an EVgo account! All of your transactions are stored there for future access (skip to section: Receipts and Billing transactions)

If you require a receipt of payment at our chargers and do not have an EVgo account, then we recommend referring to your bank statements to obtain proof of purchase.

 

Why are there so many pending charges from EVgo on my credit card?

Whenever you attempt to make a payment on a credit card reader at an EVgo station, our payment provider will place a pre-authorization or temporary hold on your account. In most accounts, these will typically appear as 'pending' transactions and disappear from your account within 3-5 business days without actually processing and posting to your account statements. Your charging session total should be the only processed transactions fully posted to your bank account.

If any of these charges post to your account, then please contact the EVgo Charging Crew right away. You can submit a request to our team specializing in billing issues, and they will follow up with you in about 1-2 business days.

Please try to report any billing disputes within 30 days of the transaction.

Our billing support team is typically able to issue a quick refund for these issues when contacted within 30 days of the transaction. After 30 days, our team must work with the credit card payment provider, and we sometimes see delays depending on the issue.

 

Why am I seeing multiple charges for $30-40 from Hunt Valley, MD related to EVgo services?

One of our payment providers is currently experiencing an issue where pre-authorization charges sometimes fully process and post to a customer's card statement. If you see a $30 charge, this usually means you attempted to use a virtual payment method, which EVgo chargers cannot accept; if you see a $40 charge, this was likely a standard attempt to swipe your card.

Regardless of the cause, please submit a request to the EVgo Charging Crew for review within 30 days of the transaction date.

 

An important note related to billing disputes

The EVgo Charging Crew is always happy to look into billing disputes, however, we are only able to assist with transactions that have been fully processed and posted to your bank account. If a transaction is in Pending status, please wait until the transaction is fully posted before contacting us.

After the disputable pending transaction fully posts to your account, then please submit any billing disputes to the our special team dedicated to billing matters using the form here:

Submit billing dispute

 

 

Billing settings in EVgo account

Within your EVgo account, you have access to review and manage certain billing settings, such as your credit card on file, your billing address, and other statement matters. Select any topic below for more information!

 

What payment methods can I use with EVgo?

EVgo accepts most major credit/debit card providers, specifically Visa, MasterCard, American Express, and Discover. 

You can add a credit or debit card, and pre-paid credit cards are also fine to use in your EVgo account. 

 

Are there any requirements for adding a payment method?

The name of the card tied to your account should match the name of the primary account holder. If the name on the card does not match the EVgo account, then it could be flagged for fraud.

If you have any questions about this, please submit a request to the EVgo Charging Crew for further support.

 

Can I use a virtual payment provider via the EVgo app?

At this time, EVgo does not accept any form of virtual payment. You must use a physical credit or debit card in your EVgo account or if you plan to use an EVgo credit card reader at the charging location.

Note: Many credit card readers will accept a tapped credit card, however, this does not mean that they will not accept virtual payments. If you attempt a virtual payment, it will not go through, and you may see an authorization fee appear on your bank statement. For any unsuccessful payment attempts, the authorization fee should drop from your account within 3-5 business days

If any pre-authorization holds post to your bank account, submit a ticket to the EVgo Charging Crew as soon as possible. Our team dedicated to billing disputes will best be able to support you within 30 days of the transaction.

 

How do I add a new payment method to my EVgo account?

You can add a new payment method to your account from the EVgo app or on the web:

  • From the EVgo app:
    • Tap the menu icon (☰) > Payment & Billing > Payment Method > (+) Add Payment Method > Credit or Debit Card
  • On the web (account.evgo.com):
    • Select Account in the top right > Payment Methods > + Add Payment Method

 

Why can't I update my credit card in my account?

Because updated credit cards come in the form of a new card, you must add any updated credit cards to your EVgo account as a new credit card. After adding the new card, you'll be able to set it as your default payment method and delete the expired card from your account.

Important: You must add a new payment method before deleting an old one!

Every EVgo account must have an active credit card on file. This means that you must add a new card before deleting an old one, even if only the expiration date has changed on your new card.

If you would like support from the EVgo Charging Crew, please know that they will require the full details of your new card in order to update the payment method on your account. For your security, all card numbers are tokenized after being added to an EVgo account. Our Call Center team is available to support you 24/7, 365 days a year at 877-494-3833

 

How do I update my billing address?

You can update your billing address from the EVgo app or on the web:

  • From the EVgo app:
    • Tap the menu icon (☰) > Payment & Billing > Payment Method > (+) Add Payment Method > Credit or Debit Card
  • On the web (account.evgo.com):
    • Select Profile in the top right > Address > Review and confirm your Billing Address

 

 

Receipts and Billing transactions

In addition to easier methods to start a charge, your EVgo account saves all of your charging transactions and receipts. Select any topic below for more details:

 

Can I see my transaction history?

You can review your transaction history from the EVgo app or on the web:

  • From the EVgo app:
    • Tap the menu icon (☰) > Payment & Billing > Transactions
  • On the web (account.evgo.com):
    • Hover over Account in the top right > Billing Transactions

Screenshot_2022-12-29_at_2.37.25_PM.png

 

Where can I get a receipt?

You can access any receipt by tapping the transaction within your Billing Transactions history. From the EVgo app or the web, you'll be able to download and save a PDF version of any specific transaction. 

Important: Credit Card transaction receipts

If you initiate a charge using a credit card reader at the station, then please know that the transaction is not stored in your EVgo account. To access a receipt from a credit card session, you must obtain the receipt at the credit card reader. If the credit card reader at the station does not issue a receipt, then you will need to use your bank statement for any proof of purchase.

If you will need receipts for any reason, such as business expenses, be sure to create an account where you can access a full transaction history.

 

Why am I being billed monthly for 4.99, 6.99, 12.99, etc?

These charges mean that you're on a monthly plan! While you pay EVgo monthly, you receive many member benefits such as reduced pricing or free reservations depending on your plan. You can review more on our Plans and Pricing FAQ page.

If you do not want to be enrolled in a paid plan, then you can change your membership to a free Pay As You Go plan and un-enroll from the paid plan. Please submit a request to the EVgo Charging Crew if you have any questions or require additional support managing your plan.

 

When am I charged a monthly fee?

If you are enrolled in a paid EVgo plan, then you will be billed on your Anniversary Day each month. This is the day of the month when you signed up for your plan.

You can review your Anniversary day on the app (From the menu (☰) > Plans > within Your Plans) or on the web (account.evgo.com > Account > Limits and Settings).

 

How do I know what plan I'm on?

You can confirm your plan from the EVgo app or on the web (account.evgo.com):

  • From the EVgo app:
    • Tap the menu icon (☰) > Plans > within Your Plans at the top of the screen
  • On the web (account.evgo.com):
    • Select Account in the top right > Billing Contracts

 

Can I dispute a charge in my EVgo account?

If you need to dispute any charges posted to your EVgo account, then please submit a request to the EVgo Charging Crew. The form will ensure that we have any necessary details about the transaction and go directly to our team who specializes in billing matters.

If possible, please provide any screenshots or images of receipts as well as the reason for your request. Any additional details will help the team handle your dispute as efficiently as possible.

 

I do not use EVgo and I have EVgo charges posted to my credit card account. Can someone help me?

Absolutely, and we apologize for any confusion. Please submit a form here and our team will do everything they can to help you!

Important: If you have experienced fraud on your credit card and already contacted your bank about the card, then there is no need to contact EVgo. We will work with your bank directly related to any fraudulent charges that you alert to your bank or credit card provider.

 

Why does nothing load on the Invoices section?

If you are on an EVgo PlusMax, EVgo PlusTM, EVgo Basic, EVgo Prepaid, or Pay As You Go plan, then the Invoices section does not apply to your account. You will be able to review all of your transaction history in the Billing Statements section of your account.

Our product team is aware that the Invoices page appears in member accounts where it doesn't apply, and we are working to resolve the issue. We appreciate your patience and understanding as we work to remove it from accounts where it is not relevant.

 

How do I make a payment to my account?

EVgo offers same day billing for your charging activity. Monthly fees for any paid EVgo plans are billed monthly on your Anniversary Day automatically, and we will send you an email notification when this transaction takes place.

Your EVgo account may be billed in rare situations and require your action. We've provided some example scenarios below. Please  call the EVgo Charging Crew at (877) 494-3833 to make an additional payment on your account:

  • Overstayed parking fees
    • In paid parking structures, drivers get a QR code to access the structure for 2.5 hours while they charge. If you overstay the 2.5 hour maximum time, then you will be charged for any additional parking fees.
  • Charging session exceeds pre-authorization hold and payment method does not process
    • This is usually specific to debit or pre-paid credit cards where there are insufficient funds to cover the full charging session. You can update your payment method to process the remainder of the charging session.

Please know that your EVgo account will be frozen in instances where your account is negative. If you do not complete payment immediately, then your account will be suspended and will be sent to a collections agency.

 

 

More Billing or Payment 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 urgent support at 877-494-3833 or submit a request to our team that handles all billing matters.

Check out our Plans and Pricing FAQs

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