FAQs

Is there a 24/7 Helpdesk if I get stuck?

Yes, please call 0800 OPENLOOP for customer support.

What do I do when I get to the EV station?

Ensure you have the OpenLoop app downloaded on to your phone and an account setup.

If you are at a ‘“free’” charging station, scan the QR code using the app, select the EV station plug you would like to use and press ‘Start Charging’.

If you are at a ‘paid’ charging station, please ensure you have a minimum of $10 to start a charging session. If you do not have enough balance, you will need to top up.

I cannot see or have access to some chargers that others do

EV stations on the OpenLoop app are displayed based on your profile. Generally, most users will see the public EV stations that are available for the public. Some users may see their extra EV stations such as their company staff EV chargers, as long as they have been granted access to them.

How do I top-up?

Open the Openloop app and click on the menu button on the top left-hand corner. Select “Top up” item on the menu, then select “add credit” on the Top up page. You can specify a top up value within the range of $10 and $200 and top up using your credit or debit card.

You can be able to view your new balance by tapping the menu button or on the Top up page. You can use your credit at any OpenLoop ‘paid’ charging stations.

My charging session won’t start

The OpenLoop app checks your proximity from the EV station and allows you to start charging. Ensure that you have your location setting switched on to start the charging session.

The EV stations sometimes experience intermittent internet connection which can sometimes impact the app to start the charging session. Wait a few minutes and then try stating the session again. If the problem persists, please report the issue via the Help page and try another station.

Why does my EV charging stop automatically at a 'Paid' charger?

A paid charger will stop your charging session when your balance drops to or below $0.20. This is to ensure that you don't incur a negative balance. You will need to top up your OpenLoop account and then restart your charging session.

I cannot see a QR code on the EV station

You can use the Station Id from the EV station detail section to manually type the Id and start your charging session. Please also report this via the Help page so we can get a new QR code for the station.

Where can I find my active and/or past transactions?

The Transactions page on the app shows all active and/or past transactions.

How much does charging cost using OpenLoop?

The EV charging rates are set by the EV station owners and these rates are updated in real-time, when you select an EV station on the map. Keep an eye out for promotional offers!

The charging plug won’t release from my vehicle

Some cars ‘lock’ the charging plug when you lock the car. Unlock the car first and then remove the charging plug.

Can I use the EV station without the OpenLoop app?

Yes, you can use the EV station with an authorised OpenLoop card or fob. However, we recommend using the OpenLoop app at all times as it ensures a higher level of security and enriched charging information.

Please note that if you have a charging card or fob, you will need to ensure that your OpenLoop account has a minimum of $10 to start a charging session at a ‘paid’ charging station.

Will I get any app notifications?

Yes, the OpenLoop app will send you an update notification when your charging session starts and finishes.

There is no cable at the EV station

Some EV stations require you to bring your own cable. If you do not have a cable, you can source one from OpenLoop on info@openloop.co.nz.

How do I update my details and password?

Your account details and password can be updated from the main menu of the app.

Can I suggest a new feature for the OpenLoop app?

Yes, of course. Please send your suggestions via the Help page on the OpenLoop app.