How can we help you today?

1. To end your EV charging session, tap your contactless card or device on the payment terminal

   You can also press the ‘STOP’ button on the charging unit’s digital screen to complete your session. If you’re plugged into a Medium Power unit that is supporting dual charging, make sure you’re stopping the correct connector

2. Wait for charging to stop and for the connector to unlock

3. Return the connector to the holster

If you are at a GRIDSERVE charger and are experiencing difficulties, call our 24/7 customer service helpline on 0800 240 4242 for real-time assistance.

Should you face any difficulties with a charger while using our app, simply tap the question mark icon located in the top right corner of the screen and select ’24/7 charging support’ to connect with our customer service team.

If you wish to report an issue retrospectively, please get in touch via live chat or the contact form here. We ask that you provide as many details as you can so we can track your session and investigate what happened. If you are having issues charging at one of our locations then please call our phone line.

1. Date and time:

2. Location:

3. Charger number:

4. Connector type:

5. Error message on the screen:

We are always aiming to improve the real-time status of the GRIDSERVE Electric Highway but sometimes there can be issues with one of our EV chargers that is not reflected correctly on the map.

If you notice any inconsistencies with our map or any third-party apps or maps, please let us know via live chat or the contact us page here.

If you’re at one of our EV chargers, then please call our customer service hotline 0800 240 4242 so that we can get you and the charger back up and running as quickly as possible.

If you have noticed any damage to the charger during your visit, please contact our 24/7 customer service helpline on 0800 240 4242, drop us a line on live chat or complete the form here, providing the charger number, location and a photograph or brief description of the problem.

We fixed an earlier issue affecting some Audi vehicles at GRIDSERVE charging stations in March 2024. However, we have recently been informed of a new problem that may be affecting your ability to charge.

If you encounter difficulties charging any Audi model, please contact our support team or email feedback@gridserve.com. While we may not be able to resolve the issue immediately, providing details of your charging session is invaluable in helping us investigate with our charging partners and the vehicle manufacturer to find a solution.

We apologise for any inconvenience and appreciate your understanding. For further assistance or questions, please reach out to our support team.

Thank you for your cooperation.

We have identified compatibility issues affecting older Mazda MX-30 vehicles at certain GRIDSERVE charging stations equipped with ABB chargers.

As a result, you may experience difficulties when attempting to charge your vehicle at these stations. We recommend that you contact your Mazda dealer to update your vehicle’s software to the latest version.

This update should resolve the compatibility issues and restore full functionality. We apologise for any inconvenience this may cause and appreciate your understanding and cooperation.

For further assistance or if you have any questions, please reach out to your local Mazda dealer. Thank you for your patience and support.

If you’re having trouble starting a charge with your GV60, try supporting both the handle and the cable to ensure they align properly with the port until the charge initiates.

Once charging, if the cable won’t release when you want to stop the session, reducing the charging percentage on the in-car screen might help free it.

For low charging power issues, contact your Personal Assistant (Genesis), as a software update might be necessary. Please make sure our customer service help line has confirmed there’s no issue with the charger itself before trying these steps.

If you’re having trouble starting a charge with your Mercedes-Benz EQA, support both the handle and the cable to ensure the cable is properly aligned with the port. This should help initiate the charge.

If you’re having trouble starting a charge with your MG, try the following steps:

1. Open the charger flap on the car.
2. Lock the car.
3. Prepare the charging unit (pay via the app, contactless card or smart device).
4. Once the unit instructs you to plug in, unlock the car.
5. Connect the charger immediately.

The total cost of your charging session is displayed on the payment device on the charger after you stop your session, not on the charger screen. Keeping track of your transaction amount for contactless payments can help you locate receipts on our portal, though it’s optional for the process. You can also sign up for automated receipts to be sent directly to you. Find out more here.

With the app, you can remotely monitor the estimated cost of your charging session. Details of your charging sessions, including receipts, are securely stored for future reference and automatically emailed to you following each session.

Our High Power chargers are located at our Electric Super Hubs, Electric Retail Hubs and Electric Forecourts®, delivering up to 360kW.

Some of these units cater for both CCS and CHAdeMO connectors, with CHAdeMO output limited to 100kW.

We currently have two types of High Power chargers on the network. Some have two connectors but are not able to charge two cars simultaneously. These will have one charging bay per unit.

Some of our High Power chargers can charge two cars at once and will be situated in the middle of two charging bays, indicating that two vehicles can park and plug in at the same time, as the examples below show.

Single bay High Power charger

Dual bay High Power charger

Our Medium Power chargers can supply up to 90kW and can be found at our Electric Hubs, Braintree Electric Forecourt® and Electric Retail Hubs across the network, catering to both CCS and CHAdeMO users. 

Most units are also able to support dual charging, which allows two vehicles to plug in and charge at the same time. However, dual charging does split the charger’s power in half between both connectors. 

What we refer to as our standalone Low Power AC chargers can be found across the GRIDSERVE Electric Highway, including some provision at our Electric Forecourts®. These are untethered so remember to bring your own cable.