Help & Support

Contact InCharge InCharge customer service is always available and ensures that everything works as seamlessly as possible. In case of acute emergencies (e.g.  problem at the charging station), you can reach us from 8am to 5pm at 0330 055 24 56.

Frequently Asked Questions

Below are some of the most frequently asked questions where you might find the answer to what you are looking for. If you cannot find an answer, then you can ask your question by filling in our help form.

Questions about InCharge boxes

Help! The charging lead is stuck in the car and I can't get it out. What can I do?Call us at 0330 055 24 56 and we will help you solve this problem. Alternatively, you can fill in our contact us form, but in an emergency such as this, it's better to call us.

Do I need a special electrical socket for installing the InCharge box?No, the InCharge box is permanently connected to the house installation. It has no plug for connection to the mains.

Is the InCharge box weatherproof?The charging box can be installed and operated outdoors. The InCharge box housing is dustproof and weatherproof according to IP44 or IP54 standards for devices with fixed charging cable.

How is the InCharge box installed?You have the choice between 3 options:1. Pre-check and installation included: the easy choice. On your request, we make an appointment with a professional electrician from our service network who will visit your home. The installer inspects your garage or carport, checks your power connection, and sends the information to InCharge. If you then agree with our offer, the electrician/installer will come back a second time for the installation. We make it easy for you – the professionals take care of the technical details.2. Do the pre-check yourself and save money. You provide our customer service information on conditions of your garage/carport and power connection available. Based on this information, the installer from our service network plans the installation and carries it out on site.3. You order the charging box from InCharge and install it with an electrician of your choice.

Is my InCharge box covered by warranty?If installation is performed by our installation service, InCharge will provide a one-year limited warranty.

How does load management work?
Load management is particularly advantageous for underground garages and parking lots, where several InCharge boxes are to be used simultaneously. Several InCharge boxes can be interconnected and controlled together. The charging boxes then automatically negotiate the respective permitted charging power with the vehicles and prevent overloading of the electrical connection

Questions about InCharge residential boxes 

Does InCharge offer solutions for councils and property owners?Offer your residents shared or private charging stations to create a greener, more pleasant living environment with InCharge boxes. 

Does the Smart Home charging box also work in older buildings?If the electrical system in the building no longer complies with the applicable standards, the InCharge installation service will gladly advise you on measures for modernization. These services can be ordered together with the installation of your InCharge box.What is the cost of charging?The charging station owners set their own prices so there is no set price. The prices can be seen on the app, on the website, or on the station.

Why should I choose InCharge Smart Home?The Smart charging box is particularly suitable when:
1. Up-to-date information on the status of the InCharge box or charging operations is required.
2. Access is to be made only by authorized persons.
3. If load management is necessary for several vehicles despite low connection capacity for charging.


Questions about InCharge for businesses

How can my business generate revenue with InCharge stations? You can generate revenue by opening your InCharge stations to the public, create a private system for staff and company vehicles, or attract customers with free charging. Whatever you choose, InCharge customer service is always included!Are there digital and back office solutions to manage my InCharge boxes?
The InCharge back office solution allows you to keep track of usage and billing for a few users, or an entire fleet of electrical and hybrid vehicles.

Questions about InCharge Smart Home and access to the InCharge online portal

Can I call download files from the InCharge Portal in an Excel format and generate statistics from them?The data on your InCharge boxes can be downloaded from the portal as a CSV file and opened in MS Excel or other spreadsheet programs.

Can I access data online regarding energy consumed on my account?

The amount of energy delivered via your InCharge box(es) can be viewed in the online portal.

How safe is the InCharge online portal?The portal has been successfully subjected to intensive security testing. Users can increase security by choosing a strong password.

Questions about charging with Incharge

How long does it take to charge?The charging time depends on the power level of the charging box and the charging system in the vehicle. With the Smart 22kW charging box, a vehicle with an equally fast charging system can store just under 22 kWh in one hour - enough for 120 km of travel at 18 kWh / 100km fuel consumption.

How fast can my car be charged?It depends on both the charger and your vehicle. Most electric cars, and primarily charged hybrids, cannot be charged faster than 3.7 kW. Using a faster charger is not dangerous for the car, and does not produce more power than the car can receive. The maximum power of the charger is specified in the app. Clean electric cars can generally receive a higher charge power.

What happens if I forget to disconnect the car from the InCharge box?The vehicle switches off the charging current when the battery is fully charged and prevents overcharging.

What payment options are available?When you charge with a charge card or charge tag, a monthly invoice will be sent to you.

Questions about the InCharge card and tags and public InCharge stations

What are InCharge cards and InCharge tags?InCharge cards and tags (key fobs) are available for both residential and commercial customers. With InCharge cards and tags, you can charge your electric vehicle using environmentally-friendly energy at all public charging stations in the InCharge network. You can choose between AC and DC charging stations. DC charging stations also referred to as fast charging stations.

InCharge card can be used at all Vattenfall charging stations in Great Britain and Europe. Charging at partner stations is billed according to the conditions of your InCharge account.

How much does the InCharge card cost?The issuance of the InCharge card is free. There is no membership fee. If you want to order more than two cards, each additional card costs €5.

Where can I use the InCharge card?With the InCharge card, you can charge your electric vehicle using environmentally-friendly energy at all public charging stations in the InCharge network.

What does roaming mean?Roaming is the function which allows InCharge customers to load at other public charging stations that are not operated by the contracting party (InCharge).

Can I also charge abroad with the InCharge card?You can charge with the InCharge card at all stations in the InCharge network domestically or abroad.

I have lost my charge card or charge tag. What should I do?You will need to report your missing charge card or charge tag by calling us at 0330 055 24 56. We will issue you with a new charge card or charge tag and bar the missing one.

Why do I pay per minute and not per kWh on the fast chargers?The quick charging stations are designed to quickly charge your electric car while on the road. In order to increase their availability, we charge per minute so there is a reason to move the car when the charger is no longer in use. This will free up the quick charging stations for other who need to charge.

What is the relationship between InCharge and Vattenfall?InCharge is an initiative by Vattenfall. We have set ourselves the task of creating a seamless infrastructure for electric mobility. With our Europe-wide network of charging stations, we want to create an emission-free and worry-free driving experience for you at all times. At Vattenfall we have a clear vision: a life completely without fossil fuels.

If you are still experiencing problems, or cannot reach us on our helpline, then contact us via our form.

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