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EVgo App FAQs

EVgo Charging Crew
Updated

The EVgo app is free to download for both Android and iOS (Apple) products.

After you've downloaded the app, you'll be able to log in and access the features of your EVgo account.You can select any category below for specific FAQs around that topic; anything in bold will take you to a new article. At the heading for each section in this article, we'll also provide you with some quick links to specific questions.

Please contact the EVgo Charging Crew if you have any other questions or need additional support! If you need to report an issue with the EVgo app, please submit a request to the EVgo Charging Crew. By using this form, our team dedicated to app issues can help to quickly streamline and escalate any app-related matters.

The EVgo Charging Crew agents who answer our calls may be able to help with some urgent issues, such as password resets or QR code support. If you have an urgent issue, please call the EVgo Charging Crew is available by phone 24/7, 365 days a year at 877-494-3833.

Please know that our team answering the phones may be limited in the support they can provide; if a matter requires escalation, they will direct you to our App issue form or help to complete the form on your behalf.

 

 

General EVgo App Troubleshooting steps

While we take great pride in our app, sometimes bugs happen! If you ever experience any issues with login, loading, starting a charge, etc. please be sure to check the following:

  1. Ensure you're using the most current version of the EVgo app
  2. Ensure your device is updated
  3. Log out and log back into the EVgo app
    • It may help to log out and fully close the app before logging back in
  4. Fully close the EVgo app (be sure it's not running in the background)
  5. Reboot your device by turning it off and back on again
    • From Apple support: Restart your iPhone
    • For Android: Please check with the manufacturer of your device
  6. Uninstall/reinstall EVgo app
  7. Check out some of our tips for specific issues

If all else fails to resolve the issue, contact us for support! The EVgo Charging Crew may be able to help you with some issues, like a password reset. For most issues, the team will escalate the matter to our product team using our App issue form here: Submit a request

 

 

Account Verification

After enrolling in an EVgo plan, you must verify both your email and phone number to fully activate your EVgo account. Here are some common questions about account verification:

 

How do I activate my EVgo account?

Before you can begin charging with EVgo, you must enroll and verify your contact information. Phone number verification is the most important step to using your account - you'll receive a text message with a verification code that you will enter in the EVgo app.

You should also verify your email as soon as possible - email verification will allow you to receive statements, notifications, and special EVgo offers. You'll receive an email from support@evgo.com with a subject line: Welcome to EVgo. The email will contain a verification link that you can click to complete setting up your email username.

 

What can I do if the verification code for my phone isn't working?

During the EVgo enrollment process, you will need to verify your phone number after providing it. Be sure to use a phone number that can receive text messages when you enroll; we will text you a verification code, which you must then enter in the EVgo platform to complete the enrollment process. You will not be able to start charging with your EVgo plan until your phone number is verified.

If the verification code texted to your phone does not work in the EVgo app, please:

  1. Double-check the code entered. If you confirm the code was entered correctly, then
  2. Request a new code by tapping I Didn't Get a Code on the verification screen.

If you have never had an account and have already requested a new code more than 2-3 times, then please contact us! There is likely a backend issue that the support team will need to escalate to resolve. 

Have you previously registered for an EVgo account?

If you see a message noting that your phone number is in use by another account, then please verify whether you have held an EVgo account or previously started enrollment. Users who have deleted an old account associated with their phone number or previously attempted (but never completed) enrollment often have issues creating a new account.

 

For any additional support verifying your account, please submit a ticket to the EVgo Charging Crew. The call center is usually limited in the support they can provide on these matters, and any app issue tickets will be escalated directly to our team that works with product support.

 

Can you resend the link to verify my email?

If the verification link for your email has expired, then you can request a new link by tapping the menu icon (☰) > Profile > Email.

If you are not receiving the verification email(s), be sure to check your spam/junk folders; the link will appear in a message titled Welcome to EVgo or Verify your email. We also recommend adding support@evgo.com to your contacts to avoid the issue in future.

 

How do I know if my email has been verified?

After you have successfully verified your email, you'll receive a message from support@evgo.com that confirms it. The subject will read Thank you for joining EVgo.

You can also check that your email is verified from the EVgo app; you'll see a Verified indicator next to your email if you tap the menu icon (☰) > Profile > Email.

 

Login tips

After creating your account, you can login with the same email username and password on the EVgo app or on the web (account.evgo.com). If you are not using a shared device, be sure to select Remember Me for the most streamlined experience!

Some common questions we see around login:

 

I never received the password reset email - what can I do?

If you've requested to reset your password, you should receive an email within about an hour, if not right away, from support@evgo.com; the subject line is: Password reset.

If you don't receive a password reset email within an hour, try requesting it again or contact the EVgo Charging Crew at 877-494-3833. Our call center team should be able to manually reset your password and provide it to you. If they are unable to help you reset the password during your call, then the team will help to escalate the issue. 

 

 

Geolocation services

For the best experience using the EVgo app, especially for finding a charger or starting a charge, ensure you have your location-sharing settings enabled on your device. Find some common questions and resources here:

 

How do I find chargers near me?

You'll need to ensure your location-sharing settings are enabled to easily find chargers near you. When enabled, you can always center the EVgo map by tapping the navigation icon. You'll then be provided with a radius around your current location:

IMG_6A70B4B19308-1.jpeg

 

How do I manage my location settings with iOS (Apple) devices?

Please review how to update your settings from Apple support directly: Turn Location Services and GPS on or off on your iPhone, iPad, or iPod touch

Note: With recent updates, Apple has given you the option to share your specific location or not, even with general location services enabled. For the best experience using the EVgo app, it is best to turn on the Precise Location option.

Learn more About privacy and Location Services in iOS and iPadOS

 

How do I manage my location settings on Android devices?

Please review how to update your settings from Google support directly: Choose which apps use your Android phone's location

Note: For the best experience using the EVgo app, it is best to turn on the Use Precise Location option.

 

 

Charging location QR codes

With EVgo Access®, members can use charging stations located within select paid parking structures. Because you're already paying EVgo for your charge, we will provide you with a QR code that pays for parking while you charge. You can find some common questions and troubleshooting tips for using QR codes here:

Where can I find the QR code?

You must use the EVgo app to access our chargers in select paid parking structures. When you go to charge at one of these locations, you'll see a QR code icon on the top right. If a QR code is available, it will populate on your screen for scanning. 

When you arrive at the parking structure, look for the EVgo scanner that will allow you to enter the area and charge!

 

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The QR code is not appearing or won't scan - what can I do?

There are a variety of reasons that a QR code will not appear or scan when you go to enter a paid parking structure - sometimes too many users request a code and never use it; sometimes the populated code is corrupted.

The EVgo Charging Crew will be able to take a closer look into the matter for you to determine the cause of the issue and find a solution. The team is available by phone 24/7, 365 days a year at 877-494-3833.

Note: While our call center agents can resolve most QR code issues in real-time, they must sometimes escalate the issue internally. As a last resort, our agents may direct you to take a parking ticket and submit it later for reimbursement in the form of a charging credit. If this happens, you must have a call logged in our system related to a QR code request in order to qualify for reimbursement. 

 

How long is my QR code valid?

If an EVgo charger is located within a paid parking structure, we'll provide a QR code that gives you access to the parking structure for 2.5 hours. This is typically ample time to charge as all fast-charging sessions will end after 60 minutes or until the battery is full.

You are required to scan the QR code again to leave the parking structure; if you have stayed longer than 2.5 hours, you will be billed in your EVgo account later for the overstayed parking time. 

 

Will EVgo reimburse me if I paid to enter and exit a location to charge?

If the EVgo Charging Crew is unable to resolve a QR code issue, they may direct you to take a parking ticket and submit your parking receipt later for reimbursement.

We keep a log of all calls to the EVgo Charging Crew; so long as there is a call logged where you attempted to resolve a QR code issue, then we are happy to reimburse you in the form of a charging credit. If there is no record that you attempted to contact the EVgo Charging Crew for support before your charging session, then we are unable to honor a reimbursement.

If you ever find that you need to pay to enter a parking structure to charge, please always call the EVgo Charging Crew for further support first. The team is available by phone 24/7, 365 days a year at 877-494-3833.

 

 

More EVgo App 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 EVgo Account FAQs

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