GeniePoint FAQs

The UK’s most experienced provider of Electric Vehicle (EV) charging points & payment solutions.

Your questions answered

Do you have an app so I can access your chargers quickly?

Please note that there is no downloadable app available from a store.

Simply register at www.geniepoint.co.uk and start using our chargers straight away.

Once registered you can start a charge by following these easy steps….

  1. Log in to the GeniePoint mobile web site
  2. Tap on Start a Charge (ensure location settings are enabled)
  3. Tap on the charger you require
  4. First ensure your vehicle is connected to the charger
  5. Tap the green Charge button, followed by the large green Confirmation button
  6. Charging will commence
  7. Check the charge indicator on your vehicle before leaving, to ensure it is charging.

How do I register and use the GeniePoint Network?

Visit our website at www.geniepoint.co.uk choose Sign Up and complete all registration details

  • To start a charge, tap on Start a Charge from the main menu (ensure location settings are enabled)
  • Tap on the Charger you require
  • First ensure your vehicle is connected to the Charger
  • Tap the green Charge button, followed by the large green Confirmation button
  • Charging will commence
  • Check the charge indicator on your vehicle before leaving, to ensure it is charging
  • Alternatively, you can add a RFID card to your account
    1. You must be within 100m of a charger
    2. Open the GeniePoint mobile web site
    3. Click My Account and select Register (under RFID card)
    4. Follow the on-screen instructions

How do I order a GeniePoint RFID card?

To order an RFID card please log in to your GeniePoint account: (www.geniepoint.co.uk)

  1. Select My Account from the main menu
  2. Go to RFID Card
  3. Go to New Card -Tap on Buy
  4. Select Genie as your network
  5. Tap Buy RFID card

Please allow up to 5 working days for your card to arrive in the post

Can I add my own RFID card to my GeniePoint account?

You can register any existing RFID card on to the GeniePoint network. To register a card, take your card to your nearest GeniePoint Network charger and follow the instructions below…

  1. Login to your GeniePoint account
  2. Select My Account from the main menu
  3. Go to RFID Card
  4. Tap on Register
  5. Follow the on-screen instructions

You can now start using your chosen RFID card at all GeniePoint network chargers.

Why do I get a grey blank screen when I try to access the
map on my iPhone?

Ensure your location services are switched on before trying to access the map by:

  1. Proceed to settings on your iPhone
  2. Select privacy
  3. Select location services

Go to Safari and change option from never to while using

Who do I contact for help or to report a problem?

Please contact our customer helpline on 020 3598 4087, it is open 24/7, or you can e-mail us if your query is less urgent.

Why can’t I start my charge session?

Please check:

  • You have credit or auto top up enabled on your GeniePoint account
  • If using a RFID card check it is registered to your GeniePoint account
  • Your vehicle is powered off and in park mode
  • The charger has green lights – if there are 2 red lights on the charger follow the on-screen instructions to reset the Charger, this applies to Rapid Chargers only
  • The cable is firmly locked in to your vehicle
  • If using the GeniePoint mobile site ensure you select the correct connector
  • If you are still unable to start a charge, please contact our customer helpline on 020 3598 4087, it is open 24/7, or you can e-mail us at geniesupport@chargepointservices.com if your query is less urgent

How do I release a stuck cable from the GeniePoint charger?

If you are unable to release the cable at the end of a charge session, please wait up to 1 min as the charge point may need to ‘time out’ after the session has ended. If you are still unable to release the cable:

  • Press the eject button on the vehicle key fob to release AC cables
  • Disconnect the cable from vehicle if possible, lock and unlock the door and then reconnect the cable to the vehicle.
  • Restart charge session, let it run for at least 2 minutes then stop it and try removing the cable
  • If the above fails please contact our customer helpline on 020 3598 4087, it is open 24/7, or you can e-mail us at geniesupport@chargepointservices.com if your query is less urgent.

Why can’t I login to my GeniePoint Account?

Please check that the email address you entered matches the email address registered on your GeniePoint account and the password is correct. If the password is incorrect please click the forgotten password link and you will receive a reset password email.

If you are unable to resolve the issue please contact our customer helpline on 020 3598 4087, it is open 24/7, or you can email us at geniesupport@chargepointservices.com if your query is less urgent.

How to I change my personal details?

Ensure you are logged in to your account:

  1. Select My account from the main menu
  2. Go to about you and click on edit, to update your details
  3. If you would like to update your e-mail address, please contact us, and we will make this change for you.

What is the overstay fee?

The overstay fee of £10.00 is implemented when your vehicle is connected to a Rapid charger for over an hour; and for each subsequent hour that you are connected to the charge point.

Most of our fast chargers are not subject to an overstay fee, however, please check the charger information on our map and on individual chargers for specific details.

The overstay fee exists merely to ensure that the charge points are available for the next customer to use once you have finished charging.

Do I have to pay for parking when charging my vehicle?

Our chargers are often located on ‘host’ sites (such as council owned car parks). It is the host that decides whether parking fees apply whilst charging. Most site owners will grant you free parking, but it is very important that you read the on-site signs to make sure you understand their policy.

Neither ChargePoint Services or the host will accept any responsibility if you are issued with a penalty charge notice for non-payment of parking charges.

Overstay Fees will apply if you are charging for over 1 hour on a Rapid Charger.

Most of our fast chargers are not subject to an overstay fee. However, please check the charge point information on our map and on individual chargers for specific details.

“Reassuring”

Thank you to ChargePoint Services, it was a relief to speak to one of your operators who helped us find a reliable and working Charging station. Important as I had an eight month old baby in the back and she really appreciated my situation.

via email, August 2016

“Reassuring”

Thank you to ChargePoint Services, it was a relief to speak to one of your operators who helped us find a reliable and working Charging station. Important as I had an eight month old baby in the back and she really appreciated my situation.

via email, August 2016

“Reassuring”

Thank you to ChargePoint Services, it was a relief to speak to one of your operators who helped us find a reliable and working Charging station. Important as I had an eight month old baby in the back and she really appreciated my situation.

via email, August 2016

Our Clients

ChargePoint Services were the original EV Network in the UK, responsible for planning and implementing the Olympic Games site in 2012.