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Almost always the car, not the charger. Most EVs latch the cable at the vehicle end once charging finishes so it cannot be unplugged and stolen.

Unlock the car and it should release. Some models only let go if you lock the car first and then unlock it, and a few need a long press on the unlock button. Your car manual will say which.

The charger releases its own end as soon as the session ends.

If it is a new card it has to be linked to your account first. Tap it once at the charger, then open Tags in the app - the tap waits there for 30 minutes and you can claim it.

If it is a card you have used before, check your balance. Charging needs tokens available.

When the app says the charger accepted, that means it agreed to start - not that power is flowing. Plug in if you have not already.

If the cable is already in and nothing happens within a minute or so, check your wallet balance.

Either the car finished, or your tokens ran out. History shows which, along with how much energy you took.

A session stays open until it is stopped, so a car that has finished charging but is still plugged in keeps the bay marked in use.

Two common reasons, and neither is a fault.

Your car sets its own AC limit. Most EVs accept 7.4 kW or 11 kW on AC no matter what the charger can deliver, so a 22 kW charger will not charge them any faster.

And a charger with two sockets shares its power. If someone is plugged into the other socket, each car gets about half.

One token is one rand, including VAT. You buy tokens up front and spend them on electricity, so there is nothing to pay at the charger itself.

It depends on the charger. Faster chargers cost more per kWh, and the rate is shown before you start.

You are billed for the energy you actually take, measured by the charger.

When you start charging we reserve your available tokens so a session cannot run past what you have.

When it ends you are charged for the energy you used and everything else is released straight back. Money on hold has not been spent.

Charging stops. Top up and start again - you are only ever billed for what you took.

Under Invoices in your profile. A tax invoice is issued when you buy tokens, not for each charge, because VAT is accounted at the point of sale.

So a session shows in History, and the invoice that covers it is the top-up that paid for it.

Charging from the app uses the wallet marked on your dashboard, and you can switch which one that is at any time.

A physical card is different: it always bills the wallet it was issued against. That is deliberate, so a company card keeps billing the company.

Yes, and it is worth doing - it opens full screen without browser bars, and keeps you signed in.

On iPhone: open the app in Safari, tap the Share button, then Add to Home Screen. Safari does not offer this by itself, so you have to go looking for it.

On Android: Chrome usually offers to install it. If not, use the menu and choose Install app or Add to Home screen.

This is usually a link opened from WhatsApp, Mail or Teams. Those open a mini-browser inside the app with its own separate login, so you land signed out even though you are signed in normally.

Open the app directly in Safari or Chrome, then add it to your home screen. It stays signed in from there.

Sign-in links work once and expire after 15 minutes. Request a new one and it will work.

Once your number is linked from your profile, send BALANCE for your token balance, STATUS for your current session, or STOP to end a charge.

Starting a charge on WhatsApp is not available yet.