If you have questions about your charging session at an EVgo station, you're in the right place!

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.

• Starting a charging session
• During charging session
• Ending the charging session
• Stuck connectors
• EVgo Charging Network FAQ page
• Reservations FAQ page
• Billing and Payments FAQ page

Starting a charging session

After you have found an available charger that meets your needs, you can start charging right away! The EVgo Charging Crew has answered some common questions here to get you to the best EVgo charger for your needs:

• How do I start a charge?
• How do I charge with the EVgo app?
• What should I do if I'm having trouble starting a charge?
• Can two vehicles charge at the same time using CHAdeMO and CCS?
• What can I do if the charging cable doesn't reach the plug on my vehicle?
• Can I remove the connector from another vehicle if their session is complete?
• I'm at a charger that looks available, but I can't start a charge. What's going on?
• Why is the charger broken/not working?
• When will an unavailable charger be back online?

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• During charging session
• Ending the charging session
• Stuck connectors
• Back to top

How do I start a charge?

After you plug the station's connector into your vehicle, you can start a charge in a few ways:

1. Start a charge from the EVgo app- #1 recommended!
2. Tap your EVgo RFID program card on the charging station
   • We suggest rubbing the RFID card against the RFID reader for a few moments to give the reader time to recognize the card
3. Use the credit card reader on the station*
   • While most card readers are located on the station itself, you may find a standalone kiosk at the location for all stations. Be aware that some stations do not accept payment outside of the EVgo app or RFID card, and you will need to contact us for further assistance starting your charge.
4. Call the EVgo Charging Crew for support
   • You can expect to verify your account information, such as your name and email
   • Please let the team know about any payment methods you've attempted before calling.

*If you are enrolled in a paid EVgo subscription plan, you will not be able to apply your plan benefits to your charging session if you pay using your credit card at the station. If you are having trouble starting a charge from the EVgo app or your RFID card, we recommend calling the EVgo Charging Crew for support so that your session can be linked to your account.

How do I charge with the EVgo app?

After you are parked at a station, you can open the EVgo app to start the charge. The EVgo app will recognize the station where you are located (if location services are enabled on your device) - you'll want to confirm the charging location and the charger name to get started. We've provided detailed steps (with tips from the EVgo Charging Crew!) below:

1. Open the EVgo app when you arrive at the station
2. Tap the station that you will use from the suggested nearby charging locations
   • The location name typically reflects the location itself, such as "Berwyn Public Parking Garage" or "Wawa Beltsville #0593"
3. Locate the name of the charger that you intend to use
   • The charger name can be found above or below the charging screen
4. Select the appropriate connector for your vehicle from the EVgo app
   • If the available connectors don't work for your vehicle, you can check other chargers at the location or review your filters on the EVgo map to find a location that better suits your needs
5. Insert the connector into your vehicle
   • If you start the charge before plugging in the connector, you'll have 120 seconds to plug the fast-charge connector into your vehicle. 
6. Tap the Start Charging button
   • You'll see an error message if the station is unable to recognize your vehicle.
7. Confirm whether you'd like to receive push notifications about your charging session 

After confirming, the charger will check to see if you have a successful connection. If successful, then power will begin flowing to your car, and the EVgo app will show that you are charging your vehicle, and if you have signed up to receive alerts, you'll receive a notification that your car has started a charge!

What should I do if I'm having trouble starting a charge?

If a charger is not initiating your session correctly, there are a few troubleshooting steps to take depending on why the charge is not starting. The most common blockers for starting a charge are:

• Charger issue
  • Check the EVgo app to see if the charger is in maintenance (grayed): Our technicians are working to have any maintenance notices appear on the charger screen itself, but please check for grayed-out stations in the EVgo app to confirm.
  • Check that the connector is inserted into your vehicle correctly: You should remove the connector and plug back into the charging station, wait a few seconds, and then plug back into your vehicle and listen for a click.
  • Check the emergency stop button on the charging station: When enabled, the emergency stop must be reset. If it's been pressed, you'll see instructions on the charging station for turning and resetting the button.
• RFID program card 
  • Be sure not to tap and remove the RFID card too quickly; it can help to almost rub the card against the RFID reader and ensure no other magnetic or electrical objects, like a phone, are interfering with the signal.
• Credit card
  • Be sure to use the available credit card reader! The 'Tap Card Here' space is intended for EVgo RFID program cards only.
  • If you are using a debit card or pre-paid card and the authorization hold exceeds the card balance, then you may not be able to reattempt using the payment method without contacting your bank. Pre-authorization holds can be up to $40 depending on the charger each time you swipe the credit card.
  • 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.
• Vehicle issue
  
  • If the battery is completely dead or below 20%, fast charging may be unavailable to protect the battery. You will need to recharge at an L2 charger or a wall outlet with your adapter.
  • For older vehicles or other vehicle issues, call! The EVgo Charging Crew can further investigate and let you know if you need to contact the vehicle manufacturer.

What can I do if the charging cable doesn't reach the plug on my vehicle?

All EVgo locations use standard charging cables that reach most charging ports for a vehicle parked in the charger's designated parking spot. If the cable doesn't reach your port as you originally parked, you can try turning the vehicle around based on the location of your vehicle's charging port.

If you had to park outside of the designated charging spot and the cable doesn't reach, then you will need to wait for the spot to become available or find a charger with an available designated parking spot.

Can two vehicles charge at the same time using CHAdeMO and CCS?

Some of our newest charging equipment does allow charging of two vehicles simultaneously. If you see a sticker that indicates Simultaneous EV Charging, you’re at a newer charger capable of charging two vehicles at once! Another indication of simultaneous charging capability is if the charging station has two spots dedicated for charging (most stations will only have one spot).

If you do not see this sticker, then the station can only charge one vehicle at a time.

If I arrive at a charger where another vehicle is plugged in, but the session is complete and the charger is available, can I remove the connector to charge my vehicle?

When another vehicle is plugged in to a charger, please check for another charger available for use.  If no other chargers are available, then it's best to wait until the driver returns to the vehicle or check for other nearby locations.

While not ideal, we know these situations do arise and there are no other options! Here are some helpful tips from our Marketing team from their article on EV Charging Etiquette:

• Check for a note! We always suggest that drivers leave a note on the dashboard if they'll be away from their vehicle while charging.
• Wait for the other driver if you do take the connector from another vehicle. It's best to be sure everything is good and no one is surprised before you leave your own vehicle charging unattended.

I'm at a charger that looks available, but it's grayed out on the app and I can't start a charge. What's going on?

Most often, chargers will appear unavailable in the EVgo app if it is under maintenance or reserved. Any unavailable charger will prevent you from starting a charge, even if using the credit card reader.

Some chargers may also appear busy, even if you're able to park there - while most chargers only have one dedicated parking spot, you may not be able to use that charger if it's already in use. Check for the Simultaneous EV Charging sign if another vehicle is already plugged in with another cable in use.

Why is the charger broken/not working?

The reasons for a broken charger can vary greatly - we sometimes see issues with broken or missing parts, physical damage, software, and more. The EVgo app will simply let you know which chargers on the map are out of service, hopefully helping you to find an available and working charger before you visit the station.

If you do see a broken charger, please contact our team to let us know it's broken. Even if already reported, we always appreciate additional details or images of the broken charger. Our tech team typically prioritizes broken chargers based on the information we have been provided. Email photos to support@evgo.com with the charger name or asset ID.

If a charger is out of service, how will I know when it’s back online?

We always try to get any chargers fixed and available within a day, for our benefit and yours! That said, after the charger is reported and in the process of repair, the resolution time will always vary. EVgo works with a variety of charger manufacturers, so repairs often depend on the location and type of maintenance needed. 

Chargers can go under maintenance for many reasons, and repair timelines can vary greatly. EV charging equipment has also been impacted by manufacturing shortages like many other industries, so it's incredibly difficult to know when the charger will be back online, especially if any parts are needed.

We do our best to keep members updated if a saved charger or a charger in their area is back online, and the best way to stay updated is to continue checking the EVgo app and PlugShare for updates. You're also welcome to submit a request to the EVgo Charging Crew - the team is happy to make a note internally and notify you if the charger goes back into service. 

During charging session

After you've started your charge, you'll be able to monitor your charging session. You can do this from your vehicle or from the EVgo app if you need to step away! Here are some common questions we see while drivers are charging their vehicle:

• Can I leave my vehicle unattended while it's charging?
• Are there any best practices for leaving my vehicle unattended?
• What happens if my vehicle completes charging before I get back to it?
• How much should I charge my vehicle?
• What are the factors that affect the charging speed?
• Is there anything that will help my vehicle charge faster?
• Why is the charger slowing down during my charge?

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• Starting a charging session
• Ending the charging session
• Stuck connectors
• Back to top

Can I leave my vehicle unattended while it's charging?

After your charge has started, it's fine to leave your vehicle unattended while it's actively charging. You should ensure that the vehicle and charge port (if needed) are locked before leaving your vehicle.

EVgo is not liable for any damages or issues with your vehicle that may occur while you have left your vehicle unattended. Please review our Terms of Service.

When a charging session is complete and the charger is available for use, it's possible that another driver will remove or attempt to remove the charging cable from your vehicle to start their own charge. To avoid any issues and to make the charger accessible to anyone who needs it, please try to return to your vehicle as soon as your charging session is complete.

Are there any best practices for leaving my vehicle unattended?

If you plan to leave your vehicle unattended, please stay informed on the charging session! We recommend starting and monitoring the charging session directly from the EVgo app. With your notifications enabled, you can also receive text or push notifications when the charging session ends or if there is a charging error. (Learn more about your notifications here)

In general, we know the EV driver community is a strong one, so please respect your fellow drivers and take actions that you would appreciate someone else taking for you! For example:

• Even if you do not plan to leave the general location, always return to your vehicle when charging is complete. Other EV drivers will thank you for moving your vehicle to another parking space to make the charger available!
• If you know the charge will end before you can get back to your vehicle, consider leaving a note for other drivers that they can remove the charger once it's finished charging your car. You may also want to indicate whether the other driver should close the charging port cover.

You can find more helpful tips from our Marketing team in their article on EV Charging Etiquette

What happens if my vehicle completes charging before I get back to it?

You should always return to your vehicle when charging is complete whenever possible, even if you don't plan to leave the general location.

We do understand that life happens though! If you are unable to return to your vehicle before charging is complete, please keep the following in mind:

• Fast chargers: Charging sessions will only last up to an hour or until the vehicle is fully charged. If the session ends while you're away, the connector will unlock automatically.
• If there is any station or vehicle error mid-charge, the session may be cut short. Be sure to enable notifications so that the app lets you know if this happens.
• Other drivers may take the charger 

How much should I charge my vehicle?

To maximize your vehicle's battery health, most manufacturers suggest keeping the battery above 20% and to minimize fast charging as the battery nears full capacity (typically around 80%). Generally, if the battery is within a 20-80% range and you're confident you have enough of a charge to get home, then you may want to skip the charging session or opt to use an L2 charger. 

You can review your owner's manual for more specifics. If you have questions about how often and to what percentage to charge your vehicle, you should contact the manufacturer.

What are the factors that affect the charging speed?

The amount of kWh dispensed during a charging session can depend on:

• How full your battery is or your "State of Charge"
  • The best time to charge your battery is when it's at a 20-60% state full. Most vehicles will slow the rate of charging when the battery is at or near 80% full. If your battery is over 80% full, we recommend using an L2 charger for more cost-effective charging.
• The duration of your fast charge
  • When a fast charge session starts at a low state of charge, say 20%, a warm battery will charge at as fast a rate as the EV and charger can deliver. However, as the battery fills and heats up over the course of a longer charging session, the charge rate often slows.
• The temperature of your battery
  
  • Batteries don’t like to be too cold or too hot, and the charge rate slows down in both cases. However, it is difficult to know how your EV manages battery temperatures and something you’ll need to learn from experience.
• Other loads in use while charging
  • This typically affects your home charging station if multiple devices are pulling electricity from the same source. However, it is possible that a busy public charging station could see a slower charging rate than one where only one vehicle is charging.
• Battery deterioration
  • Batteries can deteriorate over time and lose capacity as they do. This also affects their charge rate, which decreases as well.
• Your vehicle's current and voltage limits
  • For instance, EVgo’s 50kW chargers provide 125A up to 400V (125x400=50,000) and then decrease the current down to 100A at 500V. EV batteries tend to operate in the mid-300 to low 400V range; however, some operate in the low to the mid-300V range. As your EV battery charges, the voltage increases. For EVs with batteries in the lower voltage ranges, a 50kW charger will deliver less than 50kW due to the current limit of 125A and voltage of less than 400V.

To learn more, check out this article from our blog: 5 Things That Affect Your Charging Speed

Is there anything that will help my vehicle charge faster?

Your vehicle always controls how quickly it can charge. You can check your owner's manual for more details on exactly how much energy your vehicle will accept at any point during a charging session.

Always remember, however, that the below is typically true for every EV as a means of protecting the vehicle's battery:

• Empty batteries must start recharging on an L2; most manufacturers recommend charging any battery lower than 20% charged on an L2 charger.
• Many vehicles will only accept L2 energy levels from a fast charger if the battery is charged over 60-80% (exact charge percentage will depend on the vehicle).

Why is the charge slowing down during my charging session?

Your EV always controls the speed of charging. Most EVs slow the charge rate as the battery approaches a full charge to protect the battery - typically around 80%.

The exact point at which your EV will begin to slow the charge rate depends on the manufacturer and model. You can review your owner's manual for more specifics and if you have questions about the point when your vehicle slows a charge, you should contact the manufacturer.

Ending the charging session

After the charge is complete, you can remove the charging cable and get moving! You can access any receipts or transaction details in your EVgo account. Check out our Billing and Payments FAQ for more information.

Aside from billing matters, here are some common questions about ending a charge:

• When will my charging session stop?
• Can I stop a charge and disconnect before the charging session has ended?
• Can I stop a charge from my EVgo app?
• What do I do if I can't stop the charge?
• Can I get a receipt for my charging session?

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• Starting a charging session
• During charging session
• Stuck connectors
• Back to top

When will my charging session stop?

Fast Chargers:

At a fast charging station, you can charge for up to 60 minutes or until your battery is full. The session will stop automatically if either of these actions occur.

Level 2 Chargers:

The charging session can last as long as you're plugged into the L2 charger. The charging session will officially stop when the connector is unplugged from your vehicle.

Can I stop a charge and disconnect before the charging session has ended on its own? 

Fast chargers:

Our fast chargers will automatically stop after the maximum time limit has been reached or your car is at full battery capacity. You can stop the charging session sooner by hitting the Stop button on the charger’s screen. 

Level 2 chargers:

You can stop L2 chargers at any time by unplugging the connector from your vehicle.

Can I stop a charge from my EVgo app?

No, we do not allow users to stop a charge from the EVgo app.

If you'd like to stop a charge before a charging session ends on its own, then you must go to the charging station to end it using the charger screen. See the question above for more details on ending a charge.

What do I do if I can't stop the charge?

Many EVgo stations have an emergency stop button. You should only use this in case of an emergency to ensure the safety of the charger and the vehicle.

If you do use the emergency stop button, please reset the button for the next driver by following the instructions on the charging station.

Can I get a receipt for my charging session?

If you used the EVgo app or your RFID program card to start your charging session, then you can review your transaction history within your EVgo account. You can find more about locating receipts in your EVgo account in Billing and Payments FAQ: Receipts and billing transactions

If you paid with a credit card at the charging station, then unfortunately we will not be able to issue a receipt. Most drivers will reference their credit card statement if they request proof of purchase. 

Stuck connectors

When your charge is complete, the below steps should release the connector: 

1. Completely end the charging session
2. Unlock your vehicle and/or charging port lock
3. Firmly press and hold down the latch on the connector
4. Pull straight back to disconnect

We know that sometimes charging connectors can get stuck, even when following these steps. Most often, there are security features in your vehicle that prevent a connector from being removed. The EVgo Charging Crew has detailed some tips on further actions you can take for your vehicle to get you moving as soon as possible!

1. Verify the charging session has completely stopped
2. Unlock your vehicle (or lock and unlock again)
3. Unlock the charging port
4. Turn off any charging schedules (if applicable)
5. Check your owner's manual or contact your manufacturer for vehicle-specific tips or support

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• Starting a charging session
• During charging session
• Ending the charging session
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Verify the charging session has ended

While L1 and L2 chargers can be disconnected at any time, all of our fast chargers must be completely stopped before they can be disconnected. The connector will remain in place so long as any energy is being dispensed to protect your vehicle, the charging station, and most importantly - you! 

You should always first ensure the charging session is completely stopped before attempting to remove a connector. You can find more details on ending a charge in our FAQ section above: Ending the charging session

Unlock your vehicle

Most often, a vehicle must be unlocked to help it release the connector. When many vehicles are locked, they will also lock the charger in place to prevent the charger from being removed while the vehicle is unattended. This is a common vehicle safety feature to help your vehicle continue charging.

Using your key fob, try locking and unlocking your vehicle. This will let your vehicle know that you're nearby and ready to release the connector!

Unlock the charging port

Some EV models have a button to release the charging cable on their console or display screen, charging port, or even on the key fob. Check your owner's manual or contact your vehicle's manufacturer to see if this is a feature on your EV. 

Turn off any charging schedules (if available)

Some vehicles, especially newer models, will have options for you to set a schedule for your EV charging at home. This usually allows you to optimize charging for your battery as well as energy costs. For example, if you usually have your vehicle plugged in at home overnight, you may schedule charging to begin or end at a certain time when electricity costs are at their lowest.

When these schedules are set, some vehicles will lock the charger in place to ensure the connector is securely in place when it's time for the vehicle to charge. If a connector is stuck, and none of the above steps have worked for you, then turning off the charging schedule may help to stop the issue. 

Again, this feature is specific to certain EV models and may not impact the connector for every car. Check your owner's manual or contact your vehicle's manufacturer to see if this is a feature on your EV. 

More Charger 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, but if you’re having problems with the functionality of a charger or other issues with your charging session, please call the EVgo Charging Crew for support at 877-494-3833.

Check out our Charging Network FAQs

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