FAQ
What is the idle fee and how does it work?
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.
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.
Do I have to pay for parking whilst I charge my vehicle?
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.
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.
Do I have to pay to reserve a charge point?
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.
What is pre-authorisation?
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.
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.
Are there any other fees?
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).
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).
How do I pay my outstanding bill(s)?
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.
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.
How do I change my payment method?
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.
What payment methods can I use to become a TotalEnergies member?
We accept VISA, MASTERCARD and MAESTRO cards, as well as Apple Pay and Google Pay. Currently, we do not accept AMEX.
Do I have to pay for parking?
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 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.