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FAQs

Find answers to all your bp pulse questions here

Charging

How do I charge?
Firstly, download the bp pulse app from the Apple or Google Play store and add a valid payment method. Then, simply plug the connector into your vehicle’s charge socket and activate the charge within the app or by tapping your bp pulse charge card on the RFID reader on the charger (tap your card on the charging instruction decal, as this is where the RFID reader is located). Then stop the charge via the app or charger. Please note that a one-off registration is required to use your bp pulse charge card. If you need some support, speak to our store staff, call 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 $25 pre-authorisation?

Prior to commencement of each bp pulse charging session, there will be a $25 temporary pre-authorisation charge to confirm your payment method. This is to ensure your payment method is valid and to protect our customers from fraudulent activities. 

After your successful charging session, final payment will be deducted and your pre-authorisation amount will be refunded to you (refund timelines will depend 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.
Why did I get charged a $25 pre-authorisation?

Prior to commencement of each bp pulse charging session, there will be a $25 temporary pre-authorisation charge to confirm your payment method. This is to ensure your payment method is valid and to protect our customers from fraudulent activities. 

After your successful charging session, final payment will be deducted and your pre-authorisation amount will be refunded to you (refund timelines will depend on your bank).

bp pulse charge card (RFID)

What is a bp pulse charge card?

A bp pulse charge card is an RFID card that can be used to start EV charging sessions across our charging network. 

 

You need to have the latest version of the bp pulse app, have a valid payment method saved (debit or credit card only) and have registered your bp pulse charge card before you can start using it.

 

Please note that this is not a payment card.

How can I order a bp pulse charge card and how long does delivery take?
You can order a card through the bp pulse app, within the account settings. Please ensure that your address details are correct and that you have a valid payment method saved. You can also order a bp pulse charge card, by phoning up our support team on 1300 002 738.  Your bp pulse charge card will be delivered to your saved address and will take up to 5-10 working days to arrive. 
How much does it cost to order a bp pulse charge card?
For our bp pulse charge card launch, there are a limited number of free cards, available on a first come, first serve basis until we exhaust 1,300 cards. If you missed out on the free bp pulse charge card, not to worry, as you are still able to order a card at a cost of $5.00 AUD, which will be charged to your saved payment method. 
How do I register my bp pulse charge card?
To register your bp pulse charge card enter your 14 digit card ID into the bp pulse app account settings. Your ID can be found on the back of your bp pulse charge card. 
What in-app payment methods are required to use my bp pulse charge card?

To use your bp pulse charge card, you need to have a valid payment method, debit card or credit card, saved to your account settings within the bp pulse app. This payment method will be used when you charge your vehicle at one of our bp pulse locations. 

 

Please note that Apple Pay and Google Pay cannot be used with the bp pulse charge card. 

How do I report my bp pulse charge card as lost or stolen?
If your bp pulse charge card is lost or stolen, please let us know as soon as possible by calling our support team on 1300 002 738 or by emailing us on evdriversupport@bp.com. Our customer care team will remove your bp pulse charge card from your account. Alternatively, you can remove the card yourself within the bp pulse app. You can request a new card either through the bp pulse app or by calling our support team. The cost of a replacement card is $5.00 AUD and will be charged to your saved payment method. While you wait for your new card to arrive, you can continue to charge across our network with the bp pulse app.

Support

How do I find a bp pulse charging station?
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).
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.