FAQs
User
Common Setup
Q- What should I do if I have queries about the Solcode charging experience?
A- If you have a question or run into any problems, please contact us on 0044 or info@solcode.uk. Let us know the charge point location and we’ll investigate.
Q- What charging current is available at Solcode charging points?
A- You can see the maximum charging current of the respective charging point on the App before you start the PAYG charging process
Q- How long can I stay at a charge point?
A- Some charge points will have an overstay fee applied after a vehicle is connected and not charging. The applicable overstay fee is when a vehicle is connected to the charge point and not charging. A £20 charge will be added after a maximum of 6 hours to free up the charge point for other users. Please check if this applies at your location, as it may vary.
Q- I have ideas to improve your service. Where can I send them?
A- We would love to hear your suggestions. Feel free to email us: info@solcode.uk
Billing
Q- How much does it cost to charge at a Solcode charging station?
A- Solcode will revolutionise the UK’s electric vehicle (EV) charging landscape with the best public charge price in the UK. By using our App you can find the relevant charging costs.
Q- How is my payment data protected when using Pay-As-You-Go?
A- The security of your data is very important to us. Payments are handled by a secure third-party payment provider and are compliant with the usual online banking standards.
Q- Can I charge my vehicle without setting up a Solcode account?
A- No, you will need our App, then follow the instructions. You will be asked to enter your bank card details and provide an email address so we can email you your payment receipt.
Q- How do I pay for my EV charging session?
A- If you charge at this charge point with Pay-As-You-Go (PAYG) via our app, the payment is via credit card or Apple Pay / Google Pay. After you have agreed to the tariff for charging, you will be prompted to enter your credit card details or to authorise Apple Pay / Google Pay. As soon as this is finished, charging can start and continues as long as you are plugged into the socket. When using our charge points through Solcode provider by using a mobile app, the respective costs are indicated in your app.
Technical Issues
Q- My charging cable is locked in the charge point. What should I do?
A- Try to plug in the cable a little tighter into the charge point, then unplug again. If it’s impossible to remove your cable, please contact our support team. Do not try to remove the cable by force! This could cause damage to the cable.
Q- How do I end the charging session?
A- When using PAYG, you have to unplug the charging cable from the vehicle to release the cable and stop the charging session. It is very important to unplug the cable from your vehicle first before unplugging from the charge point. The charged electricity is billed to your credit card.
Q- How long does it take to charge?
A- Charging time depends on your vehicle type, state of charge, battery temperature and charger speed. Charging also slows down as the battery becomes more full.
But, as a rough guide: Fast chargers take several hours to reach 100% - Rapid chargers take around an hour to reach 80% -Ultra-rapid chargers take around 20-30 minutes to reach 80%
Q- Does Cold Weather Reduce EVs’ Efficiency or Performance?
A- Yes, cold weather can affect how far your electric vehicle (EV) can go and how fast it charges. When it’s cold, the battery doesn’t work as efficiently because the chemical reactions inside slow down, which means you get less driving range. Using the car’s heater in winter also uses more battery power, especially in EVs that don’t have energy-efficient heat pumps. For example, heating the car on a cold commute could reduce your range by 20–30.
Hot weather can also reduce your EV’s range. In very hot or cold conditions, the battery has to work harder to stay at a safe temperature, which uses more energy and shortens the distance you can drive.
Host
Common
Q- What services do you provide?
A- We take care of everything from site survey to charge point(s) installation and grid connection. At no cost to you. We work with NICEIC & OZEV-approved installers all over the UK. we can tailor your solution to fit your needs and give you maximum value.
Q- How are charge points maintained?
A- Having a reliable charge point gives visitors confidence in the ability to charge. So, reliable, well-maintained charge points are essential. We will provide servicing, maintenance, and repairs to ensure consistency.
Billing
Q- How can we generate revenue with EV charging?
A- You can generate revenue by opening your charge points to the public with Solcode , creating a private system for staff and fleet, or attracting customers with free charging. Your income will come from the revenue share
Q- How do I collect EV charging revenue?
A- The charging revenue will be deposited into your account. As pre-agreed in your set-up terms and conditions contract.
Technical Issues
Q- What type of chargers do you offer?
A- We have Fast chargers (7 – 22 kW), also called destination charging, suitable for when drivers will stay for a few hours or more.
Q- Who can install my Solcode Charge Point?
A- Our NICEIC electrical contractor will complete the full installation for you. We also have operations and maintenance (O&M) partners that can provide you with a full suite of services for your EV charging Chargers
Q- Is planning permission required?
A- Whether you need planning permission depends on the type of charger being installed and the location of your site. Working with your chosen supplier, this can be reviewed and assessed and required permissions can be sought.