Pretium CPO – Frequently Asked Questions (FAQ)
Frequently asked questions about Pretium CPO EV charging services including pricing, payments, RFID charging, reservations, contracts and privacy policies.
Charging Sessions
How do I start a charge?
Open the app, select the charger, confirm the connector, and press Start. If you have an RFID card, tap it after selecting the connector. Wait for the charger to lock the cable and the LED to indicate charging.
💡Tip: Make sure the plug is firmly seated before you start.
Why did my session fail to start?
Common reasons are a loose plug, a busy connector, or a temporary network hiccup. Reseat the connector, move to a free socket if available, and retry. If it still fails, use Report a charging issue and we’ll help.
Can I stop the charge from my phone?
Yes. Open the active session in the app and press Stop. The charger unlocks the cable when it’s safe. If it doesn’t release, see Help & Troubleshooting.
Payments & Pricing
How are payments handled?
We pre-authorise a small amount when you start a session. After you finish, we charge your card for the energy you used plus any session fee shown in the app. You’ll see the final amount in your receipts.
When do I get a refund of the pre-authorisation?
Banks usually release it within a few days. Timing varies by bank. If it hasn’t cleared after 7 days, contact support and we’ll check with the processor.
Where do I see my statements and receipts?
In the app, go to Account → Billing for receipts and usage history. You can also download monthly summaries for expenses.
App & Account
I can’t log in — what should I do?
Tap Forgot password to reset. Still stuck? Check you’re on the latest app version and that your email is verified. If your account is locked, reach out to support and we’ll unlock it.
How do I update my card or vehicle?
Go to Account → Payment methods to add or remove a card. For vehicles, open Account → Vehicles to add plate details or charging preferences.
Can I get business invoices?
Yes — add your company details (name, address, VAT) under Account → Billing. New receipts will include the info automatically.
Help & Troubleshooting
The charger looks offline — can I still use it?
If the app shows it offline, try another connector or site. Sometimes it will come back after a brief network reset. Please tap Report a charging issue so our ops team can check the unit.
My cable won’t release — help!
First, stop the session in the app and wait for the charger LED to turn ready. Gently press the connector button while pulling. If it’s still locked, check for an emergency release label on the post and follow the steps, then contact support so we can inspect the latch.
⚠️ Important: Never force the cable — it can damage the connector.
How do I report a faulty charger?
Use the app’s Report button on the charger details, or email a photo of the socket and the charger ID. We’ll alert our field engineers and keep you posted.