EV Contact Us

EV FAQs

At OTR, we’re dedicated to providing efficient, sustainable, and accessible charging solutions for electric vehicle owners. Whether you have questions about our charging station locations or require technical assistance, our team is here to help. Feel free to reach out by filling out the form below. We’re committed to empowering your electric vehicle journey and contributing to a sustainable future.

To get started with OTR EV charging, complete the following steps:

Download the App

  1. Scan the QR code on the charging unit to download the OTR EV charging app
  2. Create your account

Add payment method

  1. From the main menu, go to Customer
  2. Select the Payment tab and click the edit icon
  3. Set your payment method to Credit Card and click Save
  4. Next, click Add credit card
  5. Enter your card details and click Save

Start a charging session

  1. From the main menu go to Stations
  2. Locate a charging unit closest to your location
  3. Tap on connector 1 or 2 or use the QR code scanner (top left)
  4. Ensure the connector is in Available status
  5. Plug the connector into your vehicle
  6. Click Start Session

  1. How do I end my charging session?

    In the app, tap End Session on the charging screen. Please allow up to a minute for the session to close within the app. If unsuccessful, press End Charger on the screen of the charging unit and return the plug to the cradle.

  2. Why is the connector still locked after I’ve ended my charging session?

    Some vehicles require the charging port to be unlocked using the car app or unlock button located inside the vehicle.

  3. My charging session timed out before it started charging

    Return the plug to the cradle to reset the machine before restarting the charging session again.

  4. Why was my charging session interrupted?
    Multiple factors can interrupt a charging session. Follow these troubleshooting steps:

    Restart the App
    1. Ensure the app is updated to the latest version
    2. Confirm you have a stable internet connection
    3. Restart the app
    4. Return the plug to the cradle and try restarting the charging session

    Check the Connector

    1. Check the status of the connector displays as Available. If it displays as Unavailable try using the other connector
    2. Restart the app, return the plug to the cradle, and try restarting the charging session again

    Vehicle Errors

    1. Check for any error messages or notifications on your vehicle’s dashboard
    2. If possible, consult your vehicle’s manual for specific charging-related help

  5. My enquiry is not listed, and I still require assistance

    Please contact us by completing the following steps in-app:
    1. From the main menu go to More
    2. Click on Click on Contact Us
    3. Complete the form detailing your enquiry and contact details, and a team member will be in touch to assist

    Charging

    1. What vehicles are compatible with OTR’s EV charging?

      All vehicles with CCS plug are compatible with OTR’s charging networks.

    2. How do I start a charging session?

      Complete the following steps in-app:
      1. From the main menu go to Stations
      2. Select the charging unit closest to your location
      3. Tap on connector 1 or 2 or use the QR code scanner (top left)
      4. Ensure the connector is in Available status
      5. Plug the connector into your vehicle
      6. Click Start Session.

      * Note, if the connector is not in Available status charging will not be successful

    3. How do I reserve a connector?
      You can reserve a charging spot for up to 15 minutes in advance to secure it during peak times. This incurs a small fee. Complete the following steps in-app:
      1. From the main menu go to Stations
      2. Choose your location and connector
      3. Ensure the connector is in Available status
      4. Click Reserve

      * Note: Reservations start immediately upon clicking Reserve. You have 15 minutes before the reservation expires. Once a reservation is made it cannot be cancelled.

    4. What is the estimated charging time?
      OTR has fast chargers with speed up to 150kW, adding up to 100kms in approx 10 minutes.If your EV has a lower max charge speed, it can still be used on our fast chargers, however charging time may be longer.If another car is charging simultaneously, charging speeds and time will be slower.
      Note: Charging speeds vary based on factors including your EV’s battery management system and temperature.

 

  1. How do I pay for my charging session?
    Payments can only be made via the app. To start a charging session, you must enter a valid payment method within the app.

  2. How do Overstay fees work and what to expect
    Once your charging session ends, please remove the connector from your vehicle. After 10 mins, an overstay fee will apply if the connector remains plugged into your vehicle.

  3. How do I add a payment method?
    1. From the main menu, go to Customer
    2. Select the Payment tab and click the edit icon
    3. Set your payment method to Credit Card and click Save
    4. Next, click  Add credit card
    5. Enter your card details and click Save
    If you have only one card added to your app, it will automatically be assigned as your default payment method.

  4. How do I view my other payment methods?
    If you have added more than one payment method, swipe left/right on your card to view your other cards added.

  5. How do I remove my payment method?
    1. From the main menu, go to Customer
    2. Select the Payment tab and click the edit icon
    3. Click the delete icon to remove your card

  6. How much does it cost to charge my vehicle?
    For the most up-to-date information, please check the ‘Plan’ tab on the App screen.

  7. Is there a membership or subscription plan?
    Currently we don’t offer a membership or subscription plan.

  8. How do I view my past charging sessions & costs?
    1. From the main menu, go to Sessions
    2. Tap on your desired charging session to view further information.
    3. To filter your search between specific dates, tap Period
    * To view your Tax Invoice, please refer to the email sent to your registered email address at the time of the charging session.

  9. Does OTR support RFID Cards?
    Currently we don’t offer RFID cards.

  1. I’ve forgotten my password
    1. From the login screen, select Forgot Password?
    2. Enter you email address registered to your App account & click Submit
    3. An email will be sent to you with a link
    4. Click the link within the email
    5. Enter new password and click Submit

  2. I haven’t received my password reset email
    1. Confirm the email address entered is valid
    2. Check your spam or junk folder

  3. I’m not receiving the email verification link to register my new App account
    1. Confirm the email address entered is valid
    2. Check your spam or junk folder

  4. How do I change my password?
    1. From the Main Menu go to More and click Log out
    2. Click Sign In
    3. From the login screen, select Forgot Password?
    4. Enter you email address registered to your App account & click Submit
    5. An email will be sent to you with a link
    6. Click the link within the email
    7. Enter a new password and click Submit

  5. How do I delete my account?
    1. From the Main Menu go to More
    2. Click on Delete Account at the bottom of the screen and click Confirm

  6. How do I manage my push notification preferences?
    1. Open Settings on your mobile device
    2. Select your Notifications settings
    3. Find the OTR EV app and select preferred push notification preference

  7. How do I manage my location settings?
    1. Open Settings on your mobile device
    2. Select your Location or Privacy settings
    3. Find the OTR EV app and select preferred location preference

Download or open the

Enjoy early bird access to exclusive rewards and discounts on coffee, food, car wash & fuel, with the OTR App.
Download Now

Download or open the

Enjoy early bird access to exclusive rewards and discounts on coffee, food, car wash & fuel, with the OTR App.
Download Now
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