Frequently Asked Questions (FAQs)
What should I do if I lose my card or key fob?
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 by credit or debit card.
How long do I have to wait until I can start using POLAR plus?
We will send out your POLAR Plus network card or key fob (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! If you need to use the network before then, please call our helpline on 0330 016 5126 and we will be able to see you have an active account and enable you to charge.
How do I know if I have to pay for a charging point?
Although around 70% of our charging points are free to use, there will be some chargeable posts.
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 Charge Your Car (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 three months subscription costs for absolutely free, saving £23.55. We take your Direct Debit details for any costs that you occur at chargeable posts within the free period. The majority of posts are free to use and therefore customers may not have any monthly costs at all during the first three 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?
Firstly, we recommend taking a look at our guides to electric vehicle charging by clicking here. They’re simple to read and can often answer all the questions you may have. If you still need help, please call us on 0330 016 5126 in an emergency or drop us an e-mail to firstname.lastname@example.org. This line is manned 24/7 and one of our team will be there to help you.
How do I use the Charge Your Car network?
Your POLAR network RFID card or key fob is enabled to allow you to charge on the CYC network in England and Wales from 2017. Most of these charge points are free to use but some may incur higher electricity costs than those on the POLAR network. You can see which charge points are free to use and which are chargeable with our Live Map. You will not be charged a connection fee to use the CYC charge points when using your POLAR card or fob.
I’d like to suggest a charge point in my area, how do I do this?
We’d love your feedback on where we can improve our network. Please visit our suggestions page here to provide information on a location that may suit you.
How do I collect POLAR points?
POLAR points can be collected in several ways when you charge up your car on the POLAR network. 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.