FAQ

TotalEnergies membership offers are split by the following account types:

• Personal (Full and Resident memberships)
• Business (Pro Full and Pro Resident memberships)
• Licensed driver (Taxi and Private Hire Driver memberships).

Please note that once you select your desired account type, only the membership offers within that account type will be available for subscription.

If you have already subscribed to a membership and wish to change your account type, please contact TotalEnergies customer service.

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
• Start charges at member tariffs via our app/website
• 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 Licensed Taxis: 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/PCO License 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 hold a valid resident parking permit you may be entitled to an exclusive resident discount when charging at TotalEnergies charge points in the area for which you hold a resident parking permit and a Resident Membership.

Visit our Individual offers page for more information.

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 and don't have a valid resident parking permit, our best value plan is our Full Membership.

You can benefit from lower charging tariffs and no idle fees between midnight and 7am.

Visit our Individual offers page for more information.

If you hold a valid resident parking permit you may be entitled to an exclusive resident discount when charging at TotalEnergies charge points in the area for which you hold a resident parking permit. See our Resident membership to learn more.

If you a part of a small, medium, or large enterprise, you can subscribe to TotalEnergies as a company. You can choose from our two Business offers depending on your charging needs: the Pro Full membership or Pro Resident membership.

Signing up for a Business membership allows you to have an unlimited number of membership cards per account and entitles you to 30-day invoicing frequency as well as optional payment via BACS.

Visit our Business offers page for more information.

If you have a valid resident or business parking permit, you may be entitled to lower tariffs than Pay As You Go users, with our lowest possible tariff when charging at TotalEnergies charge points in the area for which you hold a valid parking permit. If you do not hold a business parking permit, our Pro Full membership also offers lower tariffs than Pay As You Go users.

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.

Your "Full" or "Pro Full" subscription will start immediately upon completion. "Resident", "Pro Resident", "Taxi Driver" and "Private Hire Driver" subscriptions will start as soon as we have checked/validated your license/permit.

To switch to another membership within your account type, simply create a new membership and cancel the previous membership by logging into your account and navigating to the "Subscriptions and badges" section, select the membership you wish to cancel and click on the "cancel" button.

To switch to a membership offer outside of your current account type (see the FAQ for the different types of account available) or if you wish to retain your existing membership card, please contact us.

With a Full or Pro Full membership, you can benefit from your TotalEnergies member tariffs upon completing your subscription when starting charges via the app or website. With Resident, Pro Resident, Taxi Driver and Private Hire Driver memberships, you can benefit from your TotalEnergies member tariffs once we have validated your submitted permit or license document.

If you require immediate access to our network, our Pay As You Go offer is available without a membership. Please note PAYG session fees will apply.

An e-card is a virtual card associated to your subscription allowing you to launch charges at your member rates via our app or website without need to tap a physical card on the charge point.

E-cards can be used immediately upon completing your "Full" or "Pro Full" subscription, and once your license/permit has been checked and validated by us for "Resident", "Pro Resident", "Taxi Driver" or "Private Hire Driver" subscriptions.

Your membership fees will be billed the day after your subscription starts and then monthly thereafter.

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:

• Login into your account on our website or mobile app
• Navigate to "Subscriptions and badges"
• Select the subscription you wish to cancel
• Click on the "cancel" button

Alternatively, you can use our contact form to send your request to our customer service team.

Once you submit your cancellation request you will receive confirmation via email. Our customer service team will process it as soon as possible and contact you if there are outstanding actions required.

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.

Please note you will still be able to charge at your member tariffs using the mobile app with your e-card while you are waiting for your replacement physical card.

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 8-character 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 or parking authorities. For most charge points, there is no time limit, however, it is your responsibility to check local signage to determine what regulations apply in order to avoid any penalties, e.g. Penalty Charge Notices (PCNs).

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

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 using the TotalEnergies app and hold a membership:

1. Locate the charge point you wish to use on the app or scan the charge point's QR code
2. Follow the instructions on your device and click "Launch charge"
3. Connect your EV to the charge point to start charging
4. To end your charge, first disconnect your charging cable from your EV, then from the charge point

If you are a Pay As You Go customer:

There are 3 possible options to sart a Pay As You Go charge:

Using the payment terminal on equipped charge points:

1. 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 Credit Card Payment option and confirm
2. Tap your payment method on the contactless reader and plug in your EV to start your charge
3. To end your charge, first unlock your vehicle then disconnect the cable from your vehicle

Using the QR code on the charge points:

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

Using our mobile 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

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.

Once you submit your deletion request you will receive an email confirming your request has been taken into account and it will be processed within 30 days. Please note that once your account is deleted you will no longer be able to access your charging history and/or invoices.

If we require any additional information, including details about outstanding invoices, our customer service team will get in touch via email.

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.

If you pay your outstanding invoices via our mobile app or website, your account will be unblocked automatically. You can view the status of each invoice in the "Documents" section of your account.

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.

The majority of TotalEnergies charge points do not require any parking fees to be paid whilst you are actively charging. However, 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.

As a reminder, you may be charged idle fees when not actively charging. For more information on idle fees, please see the question "What is the idle fee and how does it work?"

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. You can select whether to reserve a charge point with your physical badge or with your e-card.

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. If your charge transaction reaches the £49 pre-authorisation, your charge will end, if you wish to continue charging please restart another 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 payment method details.

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

TotalEnergies charge points can be easily accessed using TotalEnergies Pay As You Go (PAYG) or a third party e-Mobility card or mobile app:

To access TotalEnergies PAYG :

• Scan the QR code on the charge point - no app required (available on all charge points)
• With the TotalEnergies app or website (available for all charge points)
• With contactless payment (Visa, MasterCard, Apple Pay or Google Pay - available on equipped devices)

Our TotalEnergies PAYG tariff details are available here.

For third party e-Mobility users :

• We welcome third-party e-Mobility users from our roaming partners, access is available via the third party card and/or app (see full list of partners here).

Please note that you will not be able to reserve charge points in advance as a non-member as this is only available with TotalEnergies memberships.

The PAYG option enables you to use TotalEnergies charge points immediately without subscribing to any membership plan and without using a membership card. You will simply need a valid debit/credit card and a mobile phone with internet access.

Please note that you will not be able to reserve charge points in advance when using the Pay As You Go offer as this is only available for registered members.

Should you need to charge regularly, we recommend opting for one of our memberships which will enable you to benefit from lower charging rates.

To start a PAYG charge, scan the QR code on the charge point (some models display the QR code on the screen and others have a sticker) or visit our station map on our website or mobile app and select the charge point you want to use. Select your desired connector, click ''Charge'' and follow the instructions. If you have an account without a membership, you can save your details for your next charge by filling the form alternatively, you will also have the option to start the charge anonymously. You will then be asked to enter your payment details.

After confirming your payment, you can simply plug in your vehicle and your charge will start.

To end your charge, first unlock your vehicle and disconnect the cable from your vehicle, then from the charge point.

Please note that if you wish to receive a debit ticket detailing your usage (charge duration and price), a VAT invoice, and a notification before the idle fee is applied, you will need to enter your email address before beginning your charge.

Visit our offers page for more information and rates.

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.