EV charging support.

The amount may be a temporary pre-authorisation hold rather than a completed charging payment. If the session does not start, the authorisation is cancelled and your bank releases the held funds. This usually takes 1–3 business days, depending on your bank. Contact support if you need help checking a transaction.

Most banks release the hold within 1–3 business days, although it may take up to a week. If it remains pending, check with your bank first. You can also contact EVPower support with the transaction date, amount and reference. We can help trace the release and provide a bank-tracing reference where available.

A one-time RM1 charge is made for each new card to check that it is valid. The system refunds this charge immediately. Your bank may take 3–7 business days to show the refund in your account.

This card-validity check is separate from the additional RM1 processing fee charged for each charging session paid by card.

Open EVPower MY+ and go to Account > Session History. Select the relevant session to view its charging and payment details.

Contact EVPower support by email, WhatsApp or phone to request a refund review when closing your account. Our team will check the relevant balance or transaction and explain the next steps.

Your bank or payment provider may have declined the transaction. Try another payment card or contact your bank to check the reason. If an earlier attempt appears as a pending payment, check its status before making repeated attempts.

In EVPower MY+, go to Account > Session History and select the session. Scroll to the bottom of the session details to download your receipt. You can also check your email for the receipt.

Your receipt shows the payment breakdown, including the energy delivered and the associated charging amount. Review the energy section and any other listed charges, then check the final total paid for the session.

Yes. First check Account > Session History in EVPower MY+ and your email. If you cannot find the receipt, contact support with the station name, session date and transaction reference so we can help locate it.

A session may fail to start because of a connection timeout, payment issue or communication problem between the vehicle and charger. Check the charger’s on-screen instructions. If it is safe to disconnect, unplug and reconnect the cable, then follow the start instructions promptly. Do not force a locked connector. Contact support if charging still does not start.

Charging speed depends on your vehicle’s charging capability, battery temperature, state of charge and battery-management limits. Available charger power, demand from other vehicles and the site’s electricity supply can also affect the rate. A charger’s rated power is its maximum capability, not a guaranteed speed for every session.

Stop the charging session first, then follow your vehicle’s instructions to unlock the connector. Depending on the vehicle, this may involve the key fob, the in-car display or a button near the charging port. Wait for the connector to unlock before removing it. Never pull or force a locked cable. Contact support if it remains locked.

Check your internet connection, close and reopen EVPower MY+, then try stopping the session again. If your vehicle supports stopping charging through its controls, follow the vehicle’s instructions. If the session still will not stop, contact EVPower support or the station’s on-site personnel. Do not force the connector out.

Contact EVPower support with the station name, connector number and session reference. Describe what you see on the charger and in the app, including any error message. Our team will help check the session and advise you on the next steps.

Report the issue to EVPower support with the station name, connector number and any displayed error message. On-site personnel may also be able to help. Do not use equipment that appears damaged, and follow any out-of-service notices at the station.

An online status does not always mean that every connector is ready to charge. The displayed status may also take time to update. If the charger cannot start a session, contact support with the station name, connector number and any error message so we can check it.

Check that you have an internet connection and the latest version of EVPower MY+. Close the app completely, then reopen it. If the problem continues, contact support with your phone model, app version and a description of the issue.

Charging rates can vary between stations. Select your intended station and review its Fees Info before starting a session. If the rate shown in the app differs from the information at the charger, contact support to clarify the applicable rate before you begin.

Open the payment methods section in EVPower MY+ to manage your saved cards. The app requires at least one card to remain on the account; removing the final saved card requires account deletion. Contact support if you need help managing your card or closing your account.

Check your internet connection, then close and reopen EVPower MY+. A weak connection can delay status updates. If the status still appears incorrect, contact support with the station name and session reference. Confirm that charging has stopped before disconnecting the cable.

Select the station in EVPower MY+ and scroll to Fees Info. Review the charging rate and any applicable fees before starting your session.

Idle fees apply at stations where they are enabled. The app displays the applicable information before and after the session starts. Review the station’s Fees Info and session notifications, and move your vehicle promptly after charging finishes.

An additional RM1 processing fee applies every time you start a charging session with Card selected as the payment method. To avoid this session fee, select Wallet as your default payment method and top up your wallet before starting.

The session processing fee is separate from the one-time RM1 validity check for each new card, which the system refunds immediately.

Open the map in EVPower MY+ and tap the location-marker button to centre the map on your current location. You can also expand the Nearby Stations card to view stations ordered by distance. Enable location access on your device to use your current location.

Notify nearby security or site-management personnel, or contact EVPower support. Share the station name, bay location and a brief description of the problem. A photo can help the team identify and follow up on the issue.

Ask nearby security or site-management personnel for assistance, or report the occupied bay to EVPower support. Provide the station name and bay location so the team can follow up.

Contact EVPower support by email, WhatsApp or phone. Include the station name, connector or bay number, the time of the issue and any error message. Add your session or transaction reference if relevant. You can also alert on-site security or site-management personnel.