Frequently Asked Questions
On this page you will find general questions and answers about using Evenli services and charging your electric car.
General
How do I start using the service?
To start using the service, download the Evenli app from either Google Play or the App Store. Through the app, you can register as an Evenli customer and start using the service. After registering, you can also order a charging tag from the app if you wish.
What can I do with the Evenli mobile app?
With the mobile app, you can start and stop charging, manage a current charging session, view your charing history, and manage your account. You can also order a charing tag from the app. It is best to always have the latest version of the app downloaded.
How can I update my contact information?
You can update your contact information through the Evenli app under “Menu” > “My Profile”.
How do I change the language setting in the app?
The language selection is changed in the app under “Menu” > “Settings” > “Language”.
How do I change my app password or what do I do if I have forgotten my password?
You can change your password in the app under “Menu” > “Log in” > “Forgot your password”. Enter your email address and press “Confirm”, you will receive a confirmation code by email, which you enter in the “Confirmation Code” section of the app. Enter a new password and press “Submit”.
Where can I find the Evenli service user guide?
You can find the user manual in the application under “Menu” > “Support and contact” > “User guide”.
Where can I get support for using the download service?
Evenli’s customer service is available by phone at 010 582 1400 on weekdays from 8 am to 9 pm and on weekends from 10 am to 9 pm. We also provide service by email at tuki@evenli.com.
Charging
How do I start charging with the app?
Connect the charging cable and select “Charging” > “Start charging” in the app. Then point the camera at the QR code on the device or enter the code of the charging device. If the device has multiple sockets, select the one you are using in the app. Charging will then start.
What is a charging tag and how is it used?
A charging tag is your personal identifier for activating charging at charging points and is an alternative way to identify yourself to a charging device to start charging. The charging tag is stored in the Evenli app and is displayed on the charging device to start charging. Please note that you must register for the service before saving the tag.
Where can I order a keychain tag?
You can order a charing tag from the Evenli app under “Menu” > “Charing Tags” > “Order a Chgarging Tag”. Charing tags will be mailed weekly to the address you provided.
How do I start charging with a charing tag?
Connect the charging cable. Then show the tag to the remote reader where there is a symbol indicating remote reading. Charging will then start.
Heating
How do I start the heating?
Connect the heating cable and select “Menu” > “Schedule heating” in the app. Create either a recurring or one-time scheduled heating program. Select a socket by pointing the camera at the device’s QR code or enter the device code. If the device has multiple sockets, select the one you are using in the app. The heating will then start. Please note that if the plug is already charging or heating, the scheduled heating will not replace the current event.
How do I create a recurring heating program?
Create a recurring heating program by specifying the start time, heating duration (up to 2 hours), and the days of the week when the heating program is valid. You can also temporarily disable the recurring heating program.
How do I create a one-time heating program?
Create a one-time heating program by specifying the start time and heating duration (up to 2 hours). Heating starts and ends according to the specified times and does not repeat without new activation.
How do I end heating?
Heating ends automatically when the scheduled heating program ends or by unplugging the cable from the heating device. You can also end the scheduled heating program before it ends in the application under ”Charging” > ”Stop heating”
What kind of charging device can I use to heat my car?
The heating function is available for heating-enabled devices with a so-called schuko socket, which is similar to normal heating devices.
Technical questions and fault situations
How is the charging power determined?
The charging power depends on the charger used, the cable, the size of the fuses, the implementation of load management and the power of the car’s internal charger. Due to these factors, the actual charging power of the charger may be lower than the stated maximum power.
How long does it take to charge a car with slow chargers?
A charger with a standard socket can charge an amount of electricity equivalent to about 50 km of driving in about 3–4 hours. During the night (10–12 hours), a driving range of almost 200 km can be charged.
Is it safe to use the charger?
Yes, it is. Electric car charging cables are equipped with limiters that automatically limit the charging current to a safe level. Many chargers also have active thermal management that automatically cuts off the power supply if the temperature is at risk of getting too high.
What should I do if the charging cable gets stuck in the charging point?
Sometimes the cable can get stuck in the charging point. Do not try to pull or remove the cable using excessive force. If your cable is stuck, try the following: Try to end the charging process using either the app or the RFID tag. If the cable does not come loose, try to end the charging process from your car’s dashboard, the button on the charging door, or by locking and unlocking the doors again. If these measures do not free the cable, contact Evenli customer service.
What do I do if the charging cable gets stuck in the car?
Read your car’s user manual to find out how to emergency disconnect your charging cable. This is specific to the car model. You can also find car model-specific instruction videos on YouTube. If necessary, call your car manufacturer’s service number.
Who do I contact if a charging device operated by Evenli is out of order?
Contact Evenli customer service.
Pricing and invoicing
Which payment cards can be connected to the Evenli service?
MasterCard Debit and Credit, Visa Debit and Credit, American Express, Discover and Diners Club. Always remember to update a new payment card to the application when the previous one expires or is lost.
How is the price of electricity formed?
The price of charging or heating is always determined by the property owner. You can check the price of electricity in the Evenli application.
Where can I find out about the price?
You can see the price on the Evenli application under “Price” when the car is connected to a charging point.
Why does the price vary at different Evenli charging stations?
The price of charging with an Evenli-operated charging station is decided by the property owner. Therefore, prices vary.
Will Evenli or the property owner bill me for my charges?
You will be billed by Evenli Oy when you charge with an Evenli-operated charging device and when you use the Evenli app or charing tag. The same applies if you use Evenli’s heating service.
Where can I check my charging history?
You can find your charging transactions in the mobile app under “History” > “Sessions”.
Where can I find receipts for charging transactions?
You can find receipts in the mobile app under “History” > “Receipts”.
How often will my charging sessions be charged to my payment card?
Your charging sessions during the month will be charged to your payment card once a month. If your payment card changes or is lost, please remember to update the new card details in the Evenli app.
Can I receive an invoice for my charging?
Only card payment is possible.
Can I transfer my billing to a company, employer or leasing company?
Yes, you can. If your car’s electricity consumption is paid for by a company or leasing company, please contact customer service at tuki@evenli.com.
Paying with a payment terminal
How do I start charging at a location with a payment terminal?
If the charging station has a payment terminal, you can also pay for charging with a payment card as a contactless payment. First, connect the charging cable. Then select the correct charging point on the contactless payment terminal screen, if a selection is required. Read the payment card. Charging will then start.
How do I finish charging and how do I get a receipt for the payment?
Read the card at the payment terminal and finish charging. If you want a receipt for the payment, enter your email address for the receipt.
Which payment cards can I use to pay at the contactless payment terminal?
MasterCard Debit and Credit and Visa Debit and Credit.
Where can I find out about the price of charging?
The price of charging is displayed on the payment terminal screen.
Can I also charge using the Evenli app at a location with a contactless payment terminal?
Yes, you can, charging using the Evenli app is the same as at other locations.
The contactless payment terminal is not working, what should I do?
Try starting charging using the Evenli app or contact Evenli customer service.