FAQ

TotalEnergies is one of the UK's leading Charge Point Operators (CPOs), enabling you to charge your electric vehicle using any of our 2,700+ charge points with EV-dedicated bays accessible 24/7 and no additional parking fees for on-street charge points, even in Central London.

All our charge points can be accessed using one of the following authentication methods:

• TotalEnergies membership card, mobile app or website
• PAYG by scanning the QR code on the charge point (available on all charge points)
• Contactless payment, with Visa, MasterCard, Apple Pay or Google Pay (available on equipped devices)
• A third-party e-Mobility card or mobile app from one of our Roaming Partners

TotalEnergies network currently covers the Greater London area and some sites in Birmingham.

Our service covers 24 of the London boroughs, making it one of London’s leading EV charging networks with over 2,700+ charge points.

Our charge points are mostly on-street to simplify customer access. To find available charge points check our live network map here.

Please note that only charge points displayed on our network map are part of the TotalEnergies network.

TotalEnergies has established partnerships with many e-Mobility Service Providers (eMSPs). We welcome users from the following eMSPs:

• Bonnet
• Bosch
• ChargeMap
• ChargePoint
• DCS
• DKV/Greenflux
• LastMileSolutions
• Monta
• Octopus
• Paua
• Plugsurfing
• Porsche
• Radius
• Route220
• Shell Recharge
• Trafineo

If you have any questions or queries about your eMSP, please contact them directly.

TotalEnergies offers a wide range of membership plans to cater for all EV drivers’ needs.
Advantages include:

• Lower energy and idle fees compared to non-members
• No idle fees between 12am (midnight) to 7am
• TotalEnergies personalised mobility card
• Charge point reservations (7kW and 22kW charge points only)
• Exclusive member offers and service updates
• Change or cancel your membership anytime

If you have a valid resident or business parking permit, you may be eligible to a lower resident tariff when charging at TotalEnergies charge points in the area for which you hold a valid parking permit.

You will also benefit from preferential pricing on all other TotalEnergies charge points in the UK.

See all Resident offers and rates here.

If you are a licenced driver, you may be eligible for a lower licensed driver tariff and benefit for a year's free membership

See all Licensed Driver offers and rates here.

If you do not fall into one of the above categories, our Full and Pro Full membership will also allow you to benefit from preferential pricing compared to non-members.

See all Full offers and rates here.

For a Resident membership, you will need to provide a valid parking or business permit for your local area.

For a Licensed Driver membership, you will need to:

• For London Black Cabs: Upload a scan of your Taxi License clearly showing your Full Name, Address, Vehicle Make and Vehicle Registration Number (VRN)
• For Private Hire Drivers: Upload a scan of your Private Hire Badge clearly showing your Full Name, License Number and Expiry Date

For a Company membership, you will need to provide your company details, including VAT number

If you have a valid resident or business parking permit, you may be eligible to a resident discount when charging at TotalEnergies charge points in the area which you hold a valid parking permit*.

You will also benefit from preferential pricing on all other TotalEnergies charge points in the UK.

If you are using the network as an individual, opt for the Resident offer. If you need to access the network as a company, choose the Pro Resident offer.

See all Resident offers and rates here.

* If you live in London and have a valid resident or business parking permit, you are entitled to an exclusive resident discount when charging at TotalEnergies charge points in the borough for which you hold a valid parking permit.

When starting a new individual or pro resident subscription, you will need to upload a scanned copy of your valid resident/business permit for approval. Please note that any other proof of residency will not be accepted.

If you need to charge your vehicle regularly, our best value plan is our Full Subscription.

If you hold a valid resident parking permit you are entitled to an exclusive resident discount when charging at TotalEnergies charge points in the borough for which you hold a resident parking permit with a Resident Subscription*.

Visit our Individual offers page for more information.

* If you live in London and have a valid resident or business parking permit, you are entitled to an exclusive resident discount when charging at TotalEnergies charge points in the borough for which you hold a valid parking permit.

When starting a new Resident subscription, you will need to upload a scanned copy of your valid resident permit for the relevant borough for approval. Please note that any other proof of residency will not be accepted.

If you operate a fleet of vehicles for a small, medium, or large enterprise, you can subscribe to TotalEnergies as a company. You can choose among our two Business subscriptions depending on your charging needs: Pro Full subscription or Pro Resident subscription.

Signing up for a Business Subscription allows you to have an unlimited number of membership cards per account and entitles you to 30-day invoicing frequency.

Visit our Company offers page for more information.

* If you live in London and have a valid resident or business parking permit, you are entitled to an exclusive resident discount when charging at TotalEnergies charge points in the borough for which you hold a valid parking permit.

When starting a new Pro Resident subscription, you will need to upload a scanned copy of your valid business permit for the relevant borough for approval. Please note that any other proof of residency will not be accepted.

Please note that a valid company VAT number will be required when subscribing to company offers.

As a Licensed driver (private hire driver, electric taxi driver, or Dynamo taxi driver) you are entitled to the following exclusive offers:

• Our lowest charging rates*
• Limited welcome offer: A free 1 year membership*

Visit our Licensed drivers offers page for more information.

Please note that your licensed driver license number and license expiry date will be required when subscribing to this offer.

* T&Cs apply.

To switch to another membership within your account type and take advantage of our preferential prices, simply create a new membership and cancel the previous from the Account / My subscriptions section.

To switch to a membership outside of your current account type, you need to create a new account, select the relevant account type, and start your new membership. Then, you may contact us to cancel your previous membership.

You will need your membership card in order to benefit from your TotalEnergies member rates.
If you require immediate access to our network, our Pay As You Go offer is available. Please note PAYG session fees will apply.

There is no limit to the number of vehicles you can register in one account however, each vehicle will be required to have its own unique membership. Once you opt and register to a new membership for one of the vehicles, a new RFID will be sent to you.

If you are interested in managing multiple subscriptions into one account, we recommend you checking our Company offers.

You can reset your password by clicking here if you're not connected to your account or by logging in and click on ''Change password''. A password reset email will be sent to you with further instructions.

Membership cards are usually delivered within 7 to 10 working days. However, during busier periods, our courier may take longer than expected to deliver your card due to exceptionally high volumes.

If your card hasn’t arrived after 10 working days, please contact us.

We accept cancellations at any point during your subscription. Please follow these steps to help us process your request swiftly:

To cancel your membership(s), navigate to the Account / My subscriptions section our on website or mobile app and simply click on ''cancel''. You will receive an email confirmation of your cancellation request which will be processed by our customer service team as soon as possible.

Unfortunately, we cannot accept cancellation requests over the phone.

What should I do if I lose my membership card?
If you have lost your membership card, please contact us as soon as possible so we can deactivate the card. It is crucial to notify our customer service team immediately if your membership card has been lost or stolen as TotalEnergies will not be liable for any unauthorized use. Once confirmed that your card is lost, we will block it and send you a replacement within 7 to 10 working days. Please note that a £10 fee will be applied for issuing a new card. A Police crime reference number may be required for a free replacement.

What if my card is faulty?
If you think your card may be faulty, please contact us as soon as possible for assistance. Sometimes, the issue may be with the charge point rather than the card, so sending a new card might not resolve the problem.

Where can I use my TotalEnergies membership card?
Your TotalEnergies membership card can only be used at charge point displayed on our charge point map. It will not be accepted at charge points not shown on the map.

What should I do if I find a TotalEnergies membership card?
If you have found a TotalEnergies membership card, please send it to:
TotalEnergies Charging Solutions UK Limited
Customer Service Department
19th Floor, 10 Upper Bank St
Canary Wharf
London, E14 5BF
United Kingdom

To pair your membership badge, first log in to your account and navigate to the ''My subscriptions'' section. Select your subscription and click on ''Pair your badge''. Enter the badge ID printed on your membership badge and click ''Confirm''. Your membership badge is now ready for use!

The rules governing TotalEnergies parking bays depend on where they are located. The exact regulations which apply are usually determined by the local councils. For most charge points, there is no time limit, however, you should always check local signage to determine what regulations apply in order to avoid any penalties.

Whilst we will do everything we can to keep TotalEnergies bays exclusive to electric vehicles, it is the responsibility of the boroughs or site owners to enforce the parking regulations. Please report any vehicles illegally occupying TotalEnergies electric vehicle bays to the relevant local council or site owner directly.

If you book a charge point and another vehicle is already occupying the bay, please contact us by phone 0808 178 5035 so that we find a suitable solution for you – we are available 24/7.

Compatibility with TotalEnergies charge points depends on your EV's connector type.

All TotalEnergies 7-22kW charge points are equipped with Type 2 sockets, with some also being equipped with tethered Type 1 cables.
All TotalEnergies 50kW+ charge points are equipped with CCS2 ''Combo'' connectors.

You can filter by connector type and power on both the TotalEnergies mobile app and website to easily locate a suitable charge point for your EV.

TotalEnergies offers a range of charge point types, with power ratings of 7kW to 150kW+

All TotalEnergies 7-22kW charge points are equipped with Type 2 sockets, with some also being equipped with tethered Type 1 cables.
All TotalEnergies 50kW+ charge points are equipped with CCS2 ''Combo'' connectors.

You can filter by connector type and power on both the TotalEnergies mobile app and website to easily locate a suitable charge point for your EV.

Please note that there are various factors that can limit your charging speed including the capability of your EV and charging cable, as well as your battery's state of charge and temperature. For example, if you are using a 22kW charge point but your vehicle's on-board charger is only capable of charging at 11kW, your vehicle will charge at a maximum of 11kW

TotalEnergies 50kW+ charge points employ a ''fair share'' policy, whereby the maximum charging power will be split equally when more than one vehicle is charging.

TotalEnergies does not support CHAdeMo connectors in the UK.

If you have a TotalEnergies or third-party e-Mobility card:

1. Choose an available connector (with a green led light)
2. Tap your card on the RFID reader
3. Connect your EV to the charge point to start charging
4. To end your charge, tap your card on the reader and disconnect your EV

If you are a Pay As You Go customer:

To start a charge using the charge point's QR code:

1. Choose an available charge point (with a green led light)
2. Scan the QR code displayed on the charge point, choose a connector and click ''Charge'', then follow the instructions on your device
3. When the charge point flashes green, connect your vehicle to start charging
4. To end your charge, first unlock your vehicle then disconnect the cable from your vehicle

To start charging from our app or website:

1. Visit our station map on our website or mobile app and select the location you wish to charge at
2. Select and confirm the charge point you wish to use and click ''Charge'', you will then have the option to fill out your details and receive an invoice, as well as the option to charge anonymously
3. After entering your payment details and confirming, you can simply plug in your vehicle to start your charge
4. To end your charge, first unlock your vehicle then disconnect the cable from your vehicle

To start charging on a charge point equipped with a contactless reader:

1. Locate a charge point with a contactless reader on our website or mobile app
2. For a 22kW charge point, select ''Start Charge'' on the screen, followed by the connector and confirm. For a 50kW+ charge point, first select your connector on the screen and choose the Card Payment option and confirm
3. Tap your payment method on the contactless reader and plug in your EV to start your charge
4. To end your charge, first unlock your vehicle then disconnect the cable from your vehicle

If you started your charging session with a TotalEnergies or third-party e-Mobility card:

1. Tap the same card your used to start your charging session on the RFID reader to end the charging session
2. Disconnect the charging cable from:
   1. Both your vehicle and the charge point (7-22kW charge points)
   2. Your vehicle (50kW charge points and above)

If you started your charging session with the TotalEnergies or third-party e-Mobility mobile app, or via the QR code on the charge point:

For 7-22kW charge points:

1. First unlock the charging cable from your vehicle (please follow your vehicle's instructions) and disconnect the cable from your vehicle
2. Disconnect your charging cable from the charge point

For 50kW+ charge points:

1. Simply unlock the charging cable from your vehicle (please follow your vehicle's instructions) and disconnect the cable from your vehicle

If you started your charging session using a contactless payment terminal on the charge point:

1. First press the ''Stop Charge'' button on the charge point screen and follow the instructions
2. Tap your payment card on the payment terminal to end your charging session
3. Disconnect the charging cable from:
   1. Both your vehicle and the charge point (7-22kW charge points)
   2. Your vehicle (50kW charge points and above)

Reserving a TotalEnergies charge point is simple: visit the charge point map on our website or mobile app and find the location you wish to charge at. Choose the charge point you want to reserve and click on “Book”. You will then be asked to confirm your reservation. Reservations aren’t mandatory but can provide extra reassurance if you need to ensure that a charge point is available at your destination.

Please note that only 7-22kW charge points can be reserved. Reservations can be made up to 40 minutes in advance and incur a £2 fee.

You will not be able to reserve charge points if you are a Pay As You Go user.

If you plugged your vehicle, but your charge has not started, make sure you have followed the correct process by referring to the FAQ section ''How do I use the charge points'' under ''Usage”.

If the issue persists, call our 24/7 Customer Service helpline at 0808 178 5035 and our team will assist you.

If you are unable to release your charging cable from a TotalEnergies charge point, please follow the below steps:

• Do not attempt to force the cable, make sure it is properly inserted into the charge point
• Unlock the cable from your vehicle (please follow your vehicle instructions) and disconnect from your vehicle, this will automatically unlock your charging cable from the charge point
• If you are still unable to disconnect your cable from the charge point, please call customer service on 0808 178 5035.

Please note, if you are a PAYG customer, the only way to end your charge is by first disconnecting your charging cable from your vehicle and then the charge point.

Please remain next to the charge point until further instructions are provided by a member of the Customer Service team. TotalEnergies is not liable or responsible for any damages or losses if you leave the charge point without following the instructions provided by the Customer Service.

As electric vehicles have been designed to resist bad weather, it is therefore possible to recharge an electric vehicle during rainy weather conditions.

You can delete your account via the website application or mobile application by clicking on the ''Delete your account'' button in your account management page.
Your account will be deleted after we have verified that there are no outstanding payments. Do note that once your account is deleted, you will not be able to access your history and/or invoices anymore.

We may suspend your membership if you have outstanding bills or if your payment card has expired, preventing us from collecting payments. Please check the FAQ section - “How do I pay my outstanding bills?” - to find out how to settle your outstanding bills and update your bank card details.

Once all overdue payments are settled, please inform us by contacting our customer service team, and they will reactivate your membership as soon as possible, enabling you to use TotalEnergies services again.

Please note that if outstanding bills are not paid within a reasonable amount of time, your details may be forwarded to a debt collection agency. If you pay outstanding bills through the debt collection agency, there may be a delay in reactivating your account.

If you wish to discuss your situation, please contact us.

To update your personal and contact information, log into your online account, select “Personal Information,” and you will be able to view and update your details.

The idle fee is designed to maintain good availability rates throughout our network.
When your vehicle receives little or no energy over a 10-minute period, idle fees may apply.
If you are a registered TotalEnergies member, the idle fee does not apply overnight from 12am to 7am. For PAYG users, the idle fee applies 24/7.
Registered TotalEnergies members will receive an email notification before the idle fee is applied. PAYG users will only receive the email notification if they provide the correct email address before charging.
Please note that energy fees continue to apply at all times.

All TotalEnergies on-street charge points include parking, so you don’t have to worry about paying for additional parking fees when using on-street TotalEnergies charge points. For the few off-street locations available, parking fees may apply.
Please always make sure to check the signage by the charge points as different parking regulations may apply at different locations. Please note that TotalEnergies will not be responsible if you do not respect local parking regulations and fees.

Charge point reservations incur a £2 fee, however, reserving a charge point is optional. Once you have subscribed and received your membership card, you can reserve a charge point up to 40 minutes in advance directly from our mobile app or website.

Pre-authorisation only applies to our Pay As You Go (PAYG) customers.
Pre-authorisation refers to a temporary hold or reservation placed on funds in a customer’s bank account. Pre-authorised funds do not leave the customer’s bank account, but these funds will not be available until the pre-authorisation is complete.

Why is pre-authorisation used?
Pre-authorisation allows customers to use services when the final value of the transaction is unknown. Pre-authorisation is common practice for things like fuel, car-rentals, and hotels. Pre-authorisation also protects service providers from potentially fraudulent transactions, for example, if a customer does not have adequate funds available to pay for a transaction in full.

How does pre-authorisation work at TotalEnergies?
For TotalEnergies Pay As You Go customers, a fixed amount of £49 is pre-authorised, or reserved, in the customer’s bank account at the start of each charging session.

As soon as a charging session is complete, we process the payment for the actual amount due and notify our payment partners to release the previously reserved funds.

How soon are pre-authorisation funds released?
We notify our payment partners to release pre-authorised funds immediately after a successful payment or within an hour if the transaction is cancelled. Our payment partners then instruct the customer’s bank to release the funds from pre-authorisation.
Funds reserved in pre-authorisation can be released by the bank within an hour, however, some banks take longer, sometimes up to 30 days. Unfortunately, the time your bank takes to release pre-authorised funds is outside of TotalEnergies' control.

What can I do to get these funds released sooner?
Unfortunately, the time your bank takes to release pre-authorised funds is outside of TotalEnergies' control. We urge customers who experience a prolonged delay with the release of pre-authorisation funds (more than a few days) to contact their bank.

What is Fiserv?
TotalEnergies work with FiServ as our payment provider. FiServ are an intermediary between TotalEnergies and our customer’s banks. FiServ process debit card payments on behalf of TotalEnergies.
When speaking with your bank, please note that TotalEnegies pre-authorisations and payments may be processed using the name FiServ.

Additional fees include:

Lost card replacement fee:
If your card is lost or misplaced, you should immediately contact our customer service team on 0808 178 5035. Please note that a £10.00 fee will be applied to replace the lost card.
In the unfortunate event that your membership card is stolen, please contact our customer service team on 0808 178 5035. Your card will be immediately blocked to prevent any fraudulent usage.
A copy of the Police crime reference number will be required to receive a free membership card replacement.

Expired reservation fee:
Failure to honour or cancel a charge point reservation within the booking time frame of 40 minutes will result in a £5.00 penalty.
For a list of all additional fees, please check our T&Cs (please refer to “additional fees” section at the bottom of the page).

You can pay any outstanding bill(s) through your online account or via bank transfer.

Our bank details are as follow:
TotalEnergies Charging Solutions UK Limited
HSBC London
Account No: 21349740
Sort Code: 40-02-50
IBAN: GB63MIDL40025021349740
SWIFT/BIC: MIDLGB2110C 

Once the payment is made, please contact us, and we will update your account.

To update your payment method, log into your online account, go to “Payment” section and you will be able to view and update your card details.

We accept VISA, MASTERCARD and MAESTRO cards, as well as Apple Pay and Google Pay. Currently, we do not accept AMEX.

All TotalEnergies on-street charge points include parking, so you don’t have to worry about paying for additional parking fees when using on-street TotalEnergies charge points, even in Central London. For the few off-street locations available, parking fees may apply.

Please always make sure to check the signage by the charge points as different parking regulations may apply at different locations. Please note that TotalEnergies will not be responsible if you do not respect local parking regulations and fees.

Please note that a few of our charge points are reserved only for residents and/or electric taxi drivers:

• Off-street charge points are reserved for taxi drivers in the Westfield White City taxi rank
• London/Hammersmith & Fulham/Westfield Taxi CP
• London/Hammersmith & Fulham/Westfield Taxi CP 2

If the charge point has been physically damaged and presents a hazard/risk to the public, please contact us immediately on 0808 178 5035. Please do not attempt to use or touch the charge point if you are in any doubt.

If the charge point has graffiti or any other cosmestic damage, please inform us via our online contact form.

Please identify the affected charge point by providing us with the location and any visible ID numbers.

For any urgent queries, our helpline is available 24/7 at 0808 178 5035.

Or you can also get in touch via our contact form.

You can also contact us by post:
TotalEnergies Charging Solutions UK Limited
Customer Service Department
19th Floor, 10 Upper Bank St Canary Wharf
London, E14 5BF
United Kingdom

Yes, calls to TotalEnergies Customer Service on 0808 178 5035 are completely free from any landline or mobile number.