FAQs | Products and services

Find answers to all your bp pulse questions here

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Charging

Firstly, download the bp pulse app from the Apple or Google Play store and add a payment method. Then, simply plug the connector into your vehicle’s charge socket and activate the charge within the app. If you need some support, speak to our store staff, call bp pulse support on 1300 002 738 or email us at evdriversupport@bp.com.

How do I release the charging cable once I’ve finished charging?

Some vehicles lock the charge connector into the charging port to prevent unauthorised tampering.

Here are some tips if you're having trouble disconnecting your car after you've finished charging:

1. Check the charger's digital screen to ensure the charge session has finished. Stop the session via the app or by using the "stop charge" button on the unit

.2. Press the stop charge or release cable button on your vehicle infotainment screen or vehicle charging socket.

3. Try locking and unlocking your vehicle using your keys.

4. Check whether your vehicle has an emergency cable release feature. You will find details of this in the vehicle manual from the manufacturer.

5. Call your vehicle manufacturer to provide over the phone or roadside assistance.

If none of the above works, please call our 24/7 customer services team on 1300 002 738, and we'll do our best to help.

How do I pay?

All payments are managed through the bp pulse app. Simply add a payment method in the app, such as a credit card, Apple Pay, Google Pay or Paypal. Once your session is finished, you will receive a digital receipt to your email.

Do I need the app to charge my car?

Yes, you can only charge your vehicle via the phone app at this stage. We are working on developing alternative payment methods to provide you with additional options.

Is my vehicle compatible with bp pulse chargers?

Our charging points are equipped with either CCS2 or CHAdeMO plugs, which are designed to be compatible with most modern electric vehicles.

What type of chargers do bp pulse use?

We are rolling out rapid charging infrastructure across our network with power outputs from 75KW, being upgraded to 150KW. We have higher output installations in our plans. Our charging points are equipped with either CCS2 or CHAdeMO plugs, which are designed to be compatible with most modern electric vehicles.

What charging speeds are available at bp pulse?

We are launching with charging points with a charging speed of 75kW, to be upgraded to 150kW in the near future.

Can two cars charge at once?

Absolutely! Each of our charging points have two connectors and can accommodate simultaneous charging! Some chargers have 1xCHAdeMO connector and 1xCCS connector, whilst other locations have 2xCCS connectors to accommodate different customer vehicle needs.

How long does it take to charge?

In short, it depends. The speed of charging is determined by the power of the charge points (50kW, 75kW or 150kW), but in principle, the more powerful the charging point, the shorter the charging time. Charging time will also depend on your vehicle’s battery size, the state of charge (%) of your battery at the time, your vehicle’s charging capacity and whether another customer is also accessing the same charger.

Do I need my own charging cable?

No, we have you covered! Each of our charging points have two connectors! Some chargers have 1xCHAdeMO connector and 1xCCS connector, whilst other locations have 2xCCS connectors to accommodate different customer vehicle needs.

Why isn’t my car charging as quickly as I expect?

The speed of charging is determined by the power of the charge points (50kW, 75kW or 150kW), but in principle, the more powerful the charging point, the shorter the charging time. Charging time will also depend on your vehicle’s battery size, the state of charge (%) of your battery at the time, your vehicle’s charging capacity and whether another customer is also accessing the same charger.

Does bp pulse use green power / green electricity?

Initially our chargers will be powered by electricity from the grid, but at the same time we’ll be buying large scale generation certificates that provide investment into renewable electricity generation, for every kW of electricity used by our chargers.

Is it safe to charge whilst petrol pumps are in use?

Of course! Our charging points are carefully designed to keep everyone safe while you’re charging your EV!

What is the Emergency Stop button?

Each of our convenience store locations have Emergency Stop (e-stop) buttons designed to isolate equipment in the event of an emergency on site. If you, or one of our staff, see an emergency unfolding, the e-stop can pressed to minimize risks to people on site.

Why did I get charged a $10 pre-authorisation?

Whenever you add a new payment method, there is a $10 pre-authorisation charge to confirm if the payment method is valid and to protect our customers from fraudulent activities. Once confirmed, it will be refunded to you in up to 5 days, depending on your bank.

App

Can I check charger availability status before I arrive?

Absolutely! Our mobile app provides real-time status of our charging network, whether a charger is in use, available or in maintenance is something you can see straightaway.

Which locations are having bp pulse chargers installed?

You’ll be able to find a bp pulse charging station through the bp pulse mobile app, as well as the traditional channels used by the public to find our services (Google Maps, bp’s website or Plugshare).

Can I use my bp Rewards card?

Unfortunately, we are currently unable to offer bp Rewards loyalty programs for EV charging. However, we are constantly working on improving our program and will continue to develop this offer.

How do I keep updated on any new charging points?

You can find all our available charging points through our live map on the app. You can also sign up to our newsletter and stay on the pulse with new site openings through our website.

Is there a min operating system for my phone?

Yes, the min operating systems are below!

Android Lollipop
iOS 11

Payment

Can I use bp plus to pay?

Not yet. We are exploring how we can integrate bp plus payment methods into our EV charging offer to help you as you transition your own fleets to electric.

How much does it cost?

bp pulse will aim to be market competitive, with our pricing to reflect our offer and our charging speeds.

Always check the bp pulse app for the most up-to-date charging prices. Pricing may vary between bp pulse locations.

Is there a memberships/ subscription?

You don’t need a membership or subscription to pay for your charge. All you need is the bp pulse app to activate, recharge and pay. Download on the Google Play or Apple store today.

Support

How do I find a bp pulse charging station?

Who do I contact if something goes wrong with my charge?

Customer support is available 24/7 and can be contacted on 1300 002 738 (AU) or through email at evdriversupport@bp.com.

What if I have an issue with a payment or want a refund?

If you have an issue with your charge or your payment, call bp pulse support on 1300 002 738 or utilise the “Contact Us” link at the bottom of your “charging session receipt” email.

Travelling overseas or Experiencing app issues?

Simply visit bppulse.au/driver-portal to start, stop and monitor your charging session on our web-based portal in the event your bp pulse app is not working as expected.Otherwise please contact bp pulse customer support at evdriversupport@bp.com or call 1300 002 738 for 24/7 assistance.