1. Home
  2. Products and services
  3. bp charge
  4. FAQs

FAQs

Find answers to all your EV charging questions here

Charging

Is my vehicle compatible with bp EV 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 charge 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.

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 charge 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.
How do I charge?
Firstly, download the bp charge 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 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 charge card. If you need some support, speak to our store staff, call support on 0800 002 788 or email us at evdriversupportNZ@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 service team on 0800 002 788, and we'll do our best to help.

How do I pay?
All payments are managed through the bp charge 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.
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.

Technical

What charging speeds are available at bp charge?
We are launching with charging points with a charging speed of 75kW, to be upgraded to 150kW in the near future.

Payment

Can I use bp fuel card 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 charge will aim to be market competitive, with our pricing to reflect our offer and our charging speeds. 

 

Our initial pricing will be $0.70 per kWh with our 75 kW charging points.

 

That reflects the initial installation of bp EV rapid charging points, which have an initial charging speed of 75kW, with the capacity to be upgraded to 150 kW.

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

bp charge card (RFID)

What is a bp charge card?

A bp 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 charge app, have a valid payment method saved (debit or credit card only) and have registered your bp charge card before you can start using it.

 

Please note that this is not a payment card.

How can I order a bp charge card and how long does delivery take?
You can order a card through the bp charge 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 charge card, by phoning up our support team on 0800 002 788.  Your bp 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 charge card?
For our bp charge card launch, there are a limited number of free cards, available on a first come, first serve basis until we exhaust 700 cards. If you missed out on the free bp charge card, not to worry, as you are still able to order a card at a cost of $5.00 NZD, which will be charged to your saved payment method. 
How do I register my bp charge card?
To register your bp charge card enter your 14 digit card ID into the bp charge app account settings. Your ID can be found on the back of your bp charge card. 
What in-app payment methods are required to use my bp charge card?

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

 

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

How do I report my bp charge card as lost or stolen?
If your bp charge card is lost or stolen, please let us know as soon as possible by calling our support team on 0800 002 788 or by emailing us on evdriversupportNZ@bp.com. Our customer care team will remove your bp charge card from your account. Alternatively, you can remove the card yourself within the bp charge app. You can request a new card either through the bp charge app or by calling our support team. The cost of a replacement card is $5.00 NZD 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 charge app.

Support

Who do I contact if something goes wrong with my charge?
Customer support is available 24/7 and can be contacted on 0800 002 788, or through email at evdriversupportNZ@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 our support line on 0800 002 788 or utilise the “Contact Us” link at the bottom of your “charging session receipt” email.
How do I find a bp charge station?
You’ll be able to find a bp charge station through the bp charge mobile app, as well as the traditional channels used by the public to find our services (Google Maps, bp’s website or Plugshare).
Travelling overseas or Experiencing app issues?
Simply visit bpcharge.nz/driver-portal to start, stop and monitor your charging session on our web-based portal in the event your bp charge app is not working as expected.Otherwise please contact bp charge customer support at evdriversupportNZ@bp.com  or call 0800 002 788 for 24/7 assistance.

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 charge points installed?
You’ll be able to find a bp charge station through the bp charge mobile app, as well as the traditional channels used by the public to find our services (Google Maps, bp’s website or Plugshare).
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.
Can I use my loyalty card?
Unfortunately, we are currently unable to offer loyalty programs for EV charging. However, we are constantly working on improving our program and will continue to develop this offer.
Is there a min operating system for my phone?

Yes, the min operating systems are below 

  • Android Lollipop
  • iOS 11