Frequently Asked Questions (FAQs)

What should I do if I lose my card?

If you lose your network access card or believe it has been stolen, please call our Customer Service team weekdays between 8:30am and 5:30pm on 0330 016 5126. We will immediately disable your lost POLAR Plus network card and send out a new one to your registered address. A service fee of £10 will be charged to your next monthly invoice.



How long do I have to wait until I can start using POLAR Plus?

We will send out your POLAR Plus network card (via Royal Mail 1st class post) within 2 working days of receiving your completed application. As soon as you receive your card, you are free to start charging!



How do I know if I have to pay for a charging point?

Although around 80% of our charging points are free to use, there will be some chargeable posts. These will cost just 9p per kWh excluding VAT- this is cheaper than the average cost of charging at home.

Most of these cost just 9p per kWh excluding VAT – this is cheaper than the average cost of charging at home. However, some of our chargeable posts are operated by CYC and the tariffs are therefore set by the site owners and incur higher costs.

To see exactly which chargepoints are free or to view full tariffs, please visit our map here.



Why do you need my Direct Debit details?

New POLAR Plus customers get the first six months subscription costs for absolutely free, saving £47.10. We take your Direct Debit details for any costs that you occur at chargeable posts. The majority of posts are free to use and therefore customers may not have any monthly costs at all during the first six months. You can see which charge points are free to use and which are chargeable with our Live Map.



Can I see my monthly charges?

We will send you your monthly summary by e-mail each month, at least 10 days before debiting your account. However, you can also track your recharges at any point during the month by logging in to the website and selecting ‘Billing’ or ‘Charges’.



If I need help using a charge point what do I do?

Call us on 0330 016 5126. This line is manned 24/7 and one of our team will be there to help you.



How do I collect POLAR Points?

POLAR Points can be collected in several ways. Please click here to view the full details of how to collect points.

To see full details on how to collect POLAR Points, please see our EV Experience Programme Terms and Conditions.