Electric Vehicles Help Centre

If you’re new to the world of electric vehicles, or have questions about ESB Energy's Rapid Charging network, check out our frequently asked questions below.

About Us

I am new to the ESB Energy public charging network. How do I sign up?

You can create an account via the ESB EV Plug In app available from the Apple store or Google Play. You can also create an account through our website by clicking here. Once you have created your account, chosen your preferred payment option and if necessary registered your bank details, you’re ready to use the network.

Where does the electricity come from?

Our rapid chargers use 100% renewable energy.

Who do I contact for support?

Our 24/7 Customer Care Team is available by phone on 03456090372 or by email at EVsupport@esbenergy.co.uk.

How do I report a safety concern?

If you notice damage or vandalism at a Rapid Charger please call our 24/7 Customer Care Team on 0345 609 0372. If it is an emergency situation, please contact emergency services immediately on 999.

What should I do if I cannot disconnect my cable?

If you have followed the instructions on the Rapid Charging Point and you are still unable to detach the cable, please consult your vehicle’s user manual. Some vehicles have a built-in locking mechanism, which may require you to unlock the cable from the vehicle as well. Failing this, please call our 24/7 Customer Care Team on 0345 609 0372.

EV Plug In App

How do I get the EV Plug In app?

Download the EV Plug In app from the Apple store or Google Play.

I have downloaded the EV Plug In app what do I do now?

Select your nearest charger which automatically appears on your screen. Alternatively you can search for a charger in the search bar or open the map by selecting find a charge point on the main menu. The next step is to select which charger you wish to use:

CHAdeMO
Combo CCS
AC43

How do I start to charge?

To start the charge, connect the cable and swipe right. Remember to check the EV Plug In app and ensure your vehicle has started charging and check the charger screen for any additional instructions.

I have charged my car how do I stop the charge?

When you want to stop the charge, swipe left. The app will then show how long you’ve been charging for and the cost of the charge.

Can I sign-up via EV Plug In app?

Yes, you can sign up to the public charging network through the EV Plug In app. Find the app on the Apple store or Google Play.

Is the EV Plug In app secure?

Yes, the EV Plug In app is secure. All your payment details are secure and stored following GDPR regulations.

I don’t have an Apple or Android phone, what do I use?

You will find many of the same features of the EV Plug In app by logging into your ESB Energy account on our website.

How much does the EV Plug In app cost?

The EV Plug In app is free to download.

Using the Charging Network

How can I use a Rapid Charger?

You can use our Rapid Chargers on a Pay As You Go basis or as a registered customer. For more information on pricing see here.

See below our video which explains how to charge your EV using an ESB Energy Rapid Charger.

How do I locate an available ESB Energy Rapid Charger?

The location and availability of our Rapid Chargers are shown on our real time charge point map which can be found either on our website or by downloading our EV Plug In app available from the Apple store and Google Play.

How do I get an access card?

Registering as a customer via our EV Plug In app or on our website, entitles you to a free charge point access card. If you are a PAYG user, you can purchase a card for £10.

How do I activate my Charge Point access card?

You must activate your card before use by following the steps below:

Sign into your account on www.esbenergy.co.uk/EV or the EV Plug In app from the Apple store or Google Play
Go to profile and select cards from the dropdown list, (on app select dropdown menu)
Click activate card
Input your card number to complete the activation

How can I pay?

You can pay with major debit or credit cards from Visa or Mastercard. Payment can be made directly at any Rapid Charger using our EV Plug In app, or on the website in the My Account section. Approximately 80% of our Rapid Chargers are enabled for contactless payment. ESB Energy is working to have contactless payment available at all of our Rapid Chargers.

How long can I stay at a charger?

It takes as little as 30 minutes to charge an electric vehicle at a rapid charger. To maximize the availability of chargers for all drivers, we encourage you to complete your session within an hour. After this time, a long stay fee of £10 will apply.

How can I view my usage?

As a registered customer you can view your charging and energy usage on the My Account section of the EV Plug In app or on the website under My Account.

How can I change my account and payment details?

You can edit your details on the My Account section of the EV Plug In app or via the website under My Account.

Charge Point Map

How long does it take to charge an EV?

It typically takes 30 minutes to charge at a Rapid Charger.

To maximise the availability of Rapid Chargers for all drivers, we encourage you to complete your session within an hour. After this time, a long stay fee of £10 will apply.

How do I see the available chargers in my area right now?

Select 'only available charge points' on the map.

How can I see what chargers are available for me?

You can select from the following options to narrow your search: