Frequently Asked Questions

How many charge points does POLAR cover?

We’ve got over 6,500 charge points located nationwide and are installing over 50 new charge points every single month! That means we cover about 50% of all UK public charging!

How much does POLAR plus cost?

POLAR plus is just £7.85 per month for access to over 6,500 charge points, with the first three months absolutely free! Around 70% of our charging points are then free to use, and the others are from just 10.8p per kWh (inc. VAT) – this is cheaper than the average cost of charging at home. To see exactly which charge points are free or to view full tariffs, please visit our map here.

How do I access the charge points?

We send out RFID key fobs or cards to our members as we find this is the quickest and easiest way to access the units. You can find our full user guides here.

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 use our POLAR instant app. For any issues, please call our 24/7 helpline on 0330 016 5126.

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.

How do I cancel my account?

You can cancel your account at any time, but please note your card will stop working immediately. To do so, please log-in to your account and scroll down to the bottom of your ‘Account’ section. Please note we can not cancel over the phone or with e-mails.

What cables do I need?

Destination chargers: To charge on most public chargers, you will need a Type 2 public charging cable. Dependent on your car, this will be a Type 1 to Type 2 (for Japanese vehicles etc) or a Type 2 to Type 2 (for other vehicles). Some cars do come with these already but if yours didn’t, you can find out more or purchase these from Chargemaster and get a special £10 off using the discount code: POLAR10.

Rapid chargers: Rapid chargers come with the cables included so you do not need to bring a cable for this. Simply choose the connector that works for you.

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 info@polar-network.com. 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.

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 visit your account page and visit the replacement card section. 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 added to your next monthly invoice.

How do I change my direct debit?

To change your direct debit details, please visit your account and click the cancel button and log out. Once you then log back in, you’ll see a red banner across the top of the screen that asks you to complete your direct debit. Click on this banner and re-enter your new details.