Support & FAQ

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FAQ

Explore our FAQ.
You’ll find solutions to almost every question there.

Whether you’re starting a session at the station, planning a trip from home, or addressing a previous issue, we’re here to guide you every step of the way.

FAQ – General

You can charge at Global Charge with a fully electric vehicle that uses an AC, CCS, or CHAdeMO connector.

 

The most commonly used fast-charging vehicles are listed in our app and on our website. However, some slower-charging or very new vehicles may not yet be included.

Please note: Most plug-in hybrid vehicles do not support fast charging.

Due to maintenance work on motorways or directly at our station, a service area or Global Charge station may not be accessible.

Use the Global Charge app to view all closed stations in real-time.

FAQ – Charging

Starting a Charge Session is Easy!
Follow these steps to start charging at Global Charge:

  1. Activate the charger using the Global Charge app, a charge card, or another payment method.
  2. Connect the charger to your vehicle.
  3. Wait until the charger and the vehicle have established a proper connection. This may take up to 60 seconds.

Experiencing Issues? Try the Following Solutions:

  1. Disconnect the charger from the vehicle and wait 10 seconds.
  2. Ensure the charger is responsive by pressing a button.
  3. Verify that your vehicle is turned off and in park mode.
  4. Start the session (via the charger screen or the Global Charge app).
  5. Connect the charger to your vehicle. (Not sure which connector to use? Check out the vehicle tips in the Global Charge app.)

Still not charging?
Try using a different charger at this station.

If the issue persists, contact our Customer Support team using the phone number displayed on the charger. We’re here to help!

Ending Your Charge Session and Disconnecting Safely

General Steps:

  1. Make sure the charge session has ended.
  2. Remove the connector from your car and place it back in the connector holder.

If the vehicle does not release the connector, follow these tips and tricks based on the connector type:

CCS

  • Ensure the charge session has ended.
  • Unlock the vehicle using your key.
  • Push the connector back into the car and try unlocking the charge port again (we know it’s already in—just give it a try 😉).
  • You may need to repeat this a few times. If the cable’s weight is causing the issue, it may block the vehicle’s locking mechanism. Try supporting the connector while unlocking the vehicle with the key.
  • Refer to the vehicle page in the Global Charge app for additional guidance.
  • Still having issues? You may need direct assistance from your vehicle’s manufacturer.

CHAdeMO

  • Ensure the charge session has ended.
  • Press the button or move the slider on the connector to unlock the CHAdeMO connector.
  • Still having issues? If the problem persists after several attempts, contact our Customer Support team. Scroll down in the Global Charge app to find our phone number.

AC

  • Ensure the charge session has ended.
  • Unlock the vehicle using your key.

If you encounter any other issues, don’t hesitate to reach out to our Customer Support team for assistance!

Understanding Your Vehicle’s Maximum Charge Speed

Every vehicle has a maximum charge speed.

You can use any available charger, as long as it has the correct connector for your vehicle. However, keep in mind that your maximum charge speed is determined by your vehicle. For example, if your vehicle’s maximum speed is 130 kW, you will charge at a maximum of 130 kW, even if the charger can deliver up to 400 kW.

Charging Multiple Vehicles on the Same Charger

Many of our chargers are designed to charge two vehicles simultaneously. This is easily identifiable, as two parking spots share the same charger.

In such cases, the charging speed might be reduced, as the available power is shared between both vehicles.

To ensure that everyone can access the chargers and charge as quickly as possible, we kindly ask that you limit your parking time while charging.

Downloading Your Charge Session Receipt

To download the receipt for your charge session, visit receipt.globalcharge.com. This option is available only for payments made through the payment terminal on the charger.

Make sure to enter the exact cost of your session, down to the cent, to locate your unique session.

If you need assistance in finding your receipt, please contact our Customer Support team. Scroll down in the Global Charge app to get in touch with us.

FAQ – Account

Managing Your Invoices with Global Charge

You can find an overview of your invoices in the Global Charge app under the Profile menu.

If you use a bank account or credit card as your default payment method, we will bill you once per calendar month for all your charge sessions and/or membership fees. Monthly invoices are sent at the beginning of each month.

To update your invoice details, open the Global Charge app and navigate to Profile > My Settings > Company Details for Invoicing.

You can find an overview of your charge sessions in the Profile menu of the Global Charge app.

To change the phone number registered to your Global Charge account, please contact Customer Support during office hours (Monday to Friday, between 09:00 and 17:00).

You can change your password in the Global Charge app by going to Profile > My Settings > Change Password.

If you have forgotten your current password, log out of your account and click on “Forgot Password?” to reset it.

To delete your Global Charge account, open the Global Charge app and navigate to Profile > My Settings > Delete Account.

Please note: Your account cannot be deleted if you have an outstanding balance.

A user can use payment methods and Autocharge but cannot view or modify account details.

The admin has the ability to add, delete, or update user rights in the Profile menu of the Global Charge app under ‘My Settings – Users’.

New users will receive a text message with a temporary password to log in.

Note: If you encounter the following error message:
“Whoops, this phone number has already been registered or has expired due to inactivity. Do you want to log in with this number instead?”
→ This indicates that the user most likely already has their own Global Charge account. You can ask them to log in or contact support to close the existing account.

Global Charge only sends emails that you have actively signed up for. You can unsubscribe from these emails at any time.

To unsubscribe from the newsletter, simply use the unsubscribe link provided in the email you receive.

Please note: It may take up to 48 hours to process your request and remove you from the mailing list. However, you will still receive important account-related emails, such as notifications for password resets or changes to your payment method.

Charging Credit with Global Charge

Charging credit is an amount added to your Global Charge account and is automatically used to settle your monthly invoice. This will be reflected on your invoice. Please note that charging credit can only be used to pay for charging sessions, not subscription fees.

If you have charging credit in your account, you can check your balance in the Global Charge app by navigating to Profile > My Wallet.

Important: Charging credit is only usable within a single country, which is specified in the My Wallet tab in the app.

Need to get in touch?

Urgent question?

We are here to help. Call us.

+355 69 60 50505

Non – urgent question?

Please contact us via email and allow a reply time of 3 business hours. We reply on business days from 08:30 to 17:00.

info@globalcharge.al

Support