FAQ - Drivers

How do I charge my car?

Check out the Driver Quick Start Guide!

Why do I see a balance pending on my credit card / bank account?

When you are not a Tap subscriber, you pay for each charging session individually (pay-as-you-go). Tap does a pre-auth on your card to make sure we can cover the cost of the transaction. Tap releases the remaining balance immediately after the charging session has completed.

Depending on your bank, it may take a few hours or even several days before the released card authorisation is visible on your bank statements. Tap has no influence over this.

We have seen two different ways that banks display Tap transactions on your statement once the pre-auth is released:

1. As one transaction for the total cost of the session.
2. A separate line for the debit (the pre-auth) and the credit (the unused amount of of the pre-auth).

When will my subscription plan change take effect?

You can change subscription plan once per invoice period. This change takes effect immediately.

You can cancel your Tap subscription at any time. The cancellation will take effect at the end of the current invoicing cycle.

More details on managing subscriptions can be found here.

Why don't I see more chargers?

There are 2 reasons why there might be a charger out in the wild that you do not see in Tap:

1. We have strict quality restrictions for chargers in our app. We need the charger to be able to provide tariff information so we can share clear pricing with you, as well as data around charger reliability so we can make sure things aren't going to break on you! If chargers do not meet our standards, we filter them out and work with the owners to improve the infrastructure.
2. We do not yet have an agreement with the owner of that station. Sometimes we just have not gotten to it yet (there are a lot of owners out there!), or sometimes the owner does not want 3rd parties on their network. Always feel free to reach out to us if there is a certain location or network that you would love to be able to access via Tap.

What to do when I have an issue with my charging?

At Tap we are always here to help, but often the fastest way to resolve an issue with charging is to contact the owner directly. The owner will typically have a contact number posted at site, or sometimes you can find that number directly in Tap. If that doesn't work, you can email us or give us a call at +31 621909761.

Can I add my 3rd party charge card to the Tap app?

No. We do not allow this for a few of reasons:

1. It is not secure. We take security seriously at Tap, and since we cannot verify who the owner of the charge card is, we cannot safely allow you to add it to your Tap account.
2. Other parties share our security concerns. Some charge card providers, including Tap, don't allow their charge cards to be added to 3rd party apps and make this technically impossible. This is to protect your safety and privacy.
3. Due to the technical nature of EV charging, any 3rd party charge card would only work with the Tap app on chargers that are managed by Tap directly. We care deeply about providing you with a uniform experience and we want you to be able to use all of Tap's feature on any charger, regardless of who owns or manages it.

Didn't find your answer here? Email Tap Support.