Help & FAQs

In order to find your optimal charger, we use our unique algorithm to find the nearest, fastest and available charging. We want to do all the heavy lifting, so that you can navigate effortlessly to your optimal charger.

Just by adding your start and end destinations, as well as any charging preferences you may have, EV Infinity can calculate your route to your destination with suitable charging stops enroute. You can also add the battery level you want to arrive at your destination at, so you’re always ready for your next drive!

At EV Infinity, we want to take you to the best chargers, meaning that we don’t always show certain chargers within the app. If, however, there are limited charging options, we may show these chargers for you to view.

At EV Infinity, we’re all about making it easy for you. And since we know the EV you drive, we also know your vehicle's port type! This means that we will only ever recommend charging stations and chargers that are compatible with your vehicle, so you can say goodbye to tedious searching and filter by port type.

With our unique algorithm, we want to find you your optimal charger, not just your closest! It may not be currently available, or it may not be your best, and at EV Infinity, we always want to give you the best!

If you have found an issue with one of the chargers you’ve arrived at, then we ask that you please report this issue using the ‘Report an Issue’ button at the bottom of the dedicated charger page. This allows our team to mark this charger as not-working for other EV users, as well as allowing the CPO to fix the issue.

If, enroute to a charger, the charger becomes occupied, then we will notify you through the app, and give you the option to continue your journey, or to find a new charger. If you decide to find a new charger, we will direct you to your new optimal charger. With Plan Route, we do the same. If the charger is being used when you are arriving to your charging stop, we will notify you and direct you to the closet similar charger, so your charging time is as close as possible to your original plan.

There may be certain reasons that your route plan cannot be calculated, such as missing destination inputs, or too high an end battery level. Please double check all required fields are completed, and try lowering the end battery level to see if this solves the problem.

Our app has an in-built navigation system, meaning that you can perfectly plan, navigate, charge and pay all within one app. Once you Click & Charge, Plan Route or Connect & Pay, we will navigate you to the charger, and you can move around on the navigation map to see where you’re headed.

If you have found an issue with one of the chargers you’ve arrived at, then we ask that you please report this issue using the ‘Report an Issue’ button at the bottom of the dedicated charger page. This allows our team to mark this charger as not-working for other EV users, as well as allowing the CPO to fix the issue.

Yes, you can add multiple cards in the app for future payments.

We'll place a temporary authorization hold on your payment card before completing your transaction. This isn't an actual charge, but rather a reserved amount that verifies your payment method is valid and that you have sufficient funds available. Once the session is complete, the authorisation hold will be adjusted to reflect the actual cost of the charging session. This usually happens within a few minutes, though it may take up to an hour. If the charging session fails to start, the authorisation hold will be released within 5 working days, and your bank will update your available funds accordingly.

You can add and pay with most major debit and credit cards, including Google Pay, Apple Pay Visa, Mastercard, and American Express.

Within Plan Route, you can filter to only see partnered chargers so you can pay seamlessly and earn points enroute. The Click & Charge option will always be the optimal charger for you, and therefore may not be directed to a partnered charger. Instead, you can use our Connect & Pay feature, which will show you the closest partnered chargers to you.

You can add your card when paying for a charge, or by clicking on “Payment Method” in Settings.

You are able to pay at any of our numerous partnered chargers, and we are forever looking to expand our payment network. You can see more about our specific partners on our dedicated partners page here, and get in touch about a partnership here.

Simple head over to the rewards page in our app, select the draw you want to enter and use your points to exchange for tickets into the prize draw.

We always contact our potential winners via email as well as phone (if this has been provided). Be sure to save evinfinity.co.uk as a safe sender in your email account!

Winners are drawn at random on the date specified in the app. All winners are contacted by email and through our app

You can earn points through the app by charging, completing your account and more! Check out all of the ways to collect points on the Rewards section of the app, within the dedicated Earn page.

Your free charging reward will appear as the default payment method when you are paying for a charge. See T&Cs for more details.

You can Link your car by clicking on the Link Car button on the Dashboard. All users will need their EV account credentials in order to complete this, and certain models will require additional vendor-specific authentication. Once done, you will be able to view your live battery and range information on the dashboard, as well as get access to some fantastic navigational features!

Your anxiety level refers to the amount of charge your vehicle has when you may start thinking about looking for a charger. For the braver amongst us, that may be 5%, but our team prefer to stay on the safe side. Within the app, once you’ve linked your EV, you are able to set your Anxiety Level, found by clicking on the “Navigation” header within the Settings menu. This value, paired with your live battery data, will allow us to guide you to the nearest, fastest, working charger whenever you hit your set level, so you’re always relaxed. In urgent situations, we’ll automatically direct you to a charger.

If your specific vehicle isn’t listed within the add car manual section, please reach out to us at info@evinfinity.co.uk, and we will be touch to see how we can help resolve this.

The app currently only supports electric and hybrid vehicles, meaning if your car is a non-EV or hybrid, your car registration will not be accepted. If you are still having issues, even after double and triple checking, please drop us an email at info@evinfinity.co.uk, and we would be happy to look into this for you!

You can change or update your account details, personal details and display name by tapping into the “Account” heading within the Settings menu.

We're sorry to see you go! You can close your account by clicking the “Delete Account” button in the “Account” heading, within the Settings menu. We would appreciate any feedback or thoughts on your experience, so we can be sure to improve it in the future. After receiving an email to confirm the deletion, your EV Infinity app will be deactivated and you'll be logged out of the app. You have a 5-day grace period to reactivate your account by logging in, but after that, your account, rewards, entries, and points will no longer be accessible.

Yes. In order to use the navigation features of the app, we require you to add your vehicle. This can be done automatically with your car registration, or manually, by selecting the brand and model you own. We need your vehicle type so that we can identify compatible charging stations, so we only ever navigate you to suitable chargers.

Please be sure to check your spam folder, in case the email with the OTP has been sent there. Additionally, emails to certain providers may be delayed, so please consider using a different email address.

Currently, the app only supports a single vehicle per account. If this is a feature you would like to see however, please be sure to submit this feedback via email at info@evinfinity.co.uk, or through our “Feedback” page, found in the Settings menu.

In order to get access to our features, you will need to create an Infinity account; which includes adding an email address and your car model.

Adding your car is done by selecting your car model, either automatically or manually. This allows us to know your port type, so we only ever navigate you to suitable chargers. Linking your car allows EV Infinity to access real-time data associated with your vehicle, including live battery and range data! This allows us to provide smarter charging and routing recommendations, as well as gives you access to our Plan Route feature.

Once you have added your car, you will not be able to change it through the app. If you want to change your car, drop us an email at info@evinfinity.co.uk, and we would be happy to assist you!