FAQs

Electrify Canada

What is Electrify Canada?

Electrify Canada is a new partnership between Volkswagen Group Canada and Electrify America that will build transformative, ultra-fast electric vehicle (EV) direct current (DC) charging infrastructure to give Canadians the speed and reliability they need to confidently make the switch to electric.

Can only VWs, Audis, and Porsches use Electrify Canada?

Any EV with a compatible CCS or CHAdeMO charging inlet can use Electrify Canada. Some Tesla vehicles can charge via an optional adapter available only from Tesla.

When will the Electrify Canada network start to come online?

Planning and deployment are well underway, with the first stations opening in fall of 2019. Look for additional Electrify Canada stations as they go live, by downloading the Electrify Canada app or visit https://www.electrify-canada.ca/locate-charger .

Public Charging

How do I find an Electrify Canada charger?

To locate an Electrify Canada charger near you, search the online map here. For your convenience, the Electrify Canada app features current and future locations.

How do I start a charging session at an Electrify Canada charger?

1. Guests (without an Electrify Canada account) pay by credit card. Every Electrify Canada charger is equipped with a credit card reader, to make charging easily available and accessible to all EV drivers.

First, plug the connector into the vehicle. Then, the screen on the charger will guide you through next steps for presenting payment. Follow all steps on the touch screen before entering a Visa or MasterCard credit card for payment. If your card has a chip, please insert it – fully - into the reader.

A temporary authorization of $25.00 will be applied to all credit cards, which will be released after final billing takes place. The duration of this hold is determined by your card provider’s policy.

2. Electrify Canada Pass or Pass+ members have two ways to start a charge by smartphone:

  • Using the NFC Pass (your smartphone’s near-field communication, or NFC function), which requires tapping or holding the smartphone near the charger’s RFID device
  • Using “swipe to start” from within the Electrify Canada app.

By installing the Electrify Canada app and adding a valid payment method to your account, you can enable your ability to use your smartphone’s NFC Pass and swipe-to-start capabilities to easily start a charge at Electrify Canada chargers.

Using your smartphone’s NFC Pass to start a charge.

First, plug the connector into the vehicle. The screen on the charger will guide you through next steps for presenting payment, after you have plugged in. Follow all steps on the charger screen before tapping or holding your phone near the reader.

  • Android users: Ensure that NFC is turned on in phone settings and that the smartphone screen is unlocked before tapping the smartphone to the reader. The Electrify Canada app does not need to be open.

  • iOS users: Tap the smartphone to the reader and follow the prompts on the phone.
phone screens

Using “Swipe to start” to start a charge. Ensure that the smartphone’s location services are enabled, the Electrify Canada app is installed on your phone, and you are logged into your account.

Open the app and from the map (or your Favorites), select the charging station where you are located (you must be near the charger).

Select the charger you plugged into (match the Charger ID # at the top of the charger’s screen) and swipe to start a charging session.

phone screens

 

Start a charging session with Swipe to start.

 

What do the Electrify Canada DC charger power levels listed on the station mean?

Electrify Canada DC fast chargers are capable of delivering up to 50kW, 150kW, or 350kW, depending on your vehicle, with higher kW outputs correlating to faster charging sessions. The blue and green labels on each charger indicate the maximum available kW from the chargers.

Tip: A DC-compatible (CCS or CHAdeMO) EV can be charged at any available Electrify Canada charger.

What do the labels on the Electrify Canada chargers indicate?

We use blue and green color labels to help drivers easily determine the correct type of connector and corresponding power level for their vehicle. At Electrify Canada chargers, green power level labels refer to CCS connectors, while blue power labels indicate CHAdeMO. For example, a green label reading “up to 350kW” means that the charger offers up to 350kW for a CCS-compatible EV, but the vehicle will determine the actual session charging rate.

Image of CHAdeMO connector label and power level        Image of CSS connector label and power level

charger

If one connector on a charger is already plugged into a vehicle, can I use the other one?

Only one connector can be used per Electrify Canada DC fast charger at a time. If either connector is in use, please look for the next nearest available charger at that site to plug in. Each of our chargers has two connectors to accommodate vehicles with different charging port placement.

How fast can I charge?

Each site will offer charging speeds of up to 150kW or 350kW. Depending on a number of factors—especially the capabilities of the vehicle—charging speeds could reach up to 4-30 km of range for every minute of charging.1 The stations will also deliver 50kW to support today’s EVs from all automotive manufacturers.

1Figures based on internal estimates and subject to change. Actual driving range will vary based on, but not limited to the following: vehicle type; driving and charging habits; weather and temperature; battery age and vehicle condition. Importantly, battery capacity decreases with time and use.

Which payment methods are accepted?

All Electrify Canada chargers accept Visa and MasterCard credit cards.

What is an idle fee?

Drivers who do not unplug and move their vehicle ten minutes after their charging session is complete will be charged a $0.40 per-minute idle fee. This fee encourages drivers to move their car promptly so that others can use the charger. You can be notified when your charging session is complete by text message2 or see it on the charger screen.

2Messaging and data rates may apply.

How do I get a receipt?

If you provide your mobile phone number at the start of a session, we will send you a text message receipt.3 The total cost will also be displayed on the charging station screen at the end of your session.

3Messaging and data rates may apply.

How can I track the progress of my charging session?

If you provide your mobile phone number at the start of your session, you can get text message updates to see:

  • When charging has started
  • When charging has slowed
  • When charging has stopped
  • Your final receipt

In the future, you’ll be able to track your session through the Electrify Canada app—coming soon.

Tip: You will only receive text messages from Electrify Canada on the mobile phone number related to each individual active charging session.

text message on phone

What does "state of charge" mean?

State of charge, or SOC, indicates how “full” your EV’s battery is. When charging begins, most EVs send the charger an initial SOC, which is displayed on the charger screen. If available, the SOC will be updated as your car charges, though some EVs are not capable of sending our chargers this information.

Our chargers will also display the time it takes to reach 80% SOC, if your car transmits that information. EVs slow their charging rate as the battery approaches a full charge, which typically occurs around 80%. The SOC that this occurs at is often referred to as “bulk charge.” Vehicles will continue charging to 100% at this slower rate to preserve your battery life.

Charging progress

How do I stop the charging session?

To end the charging session, just press the “Stop” button at the bottom right of the charger screen.

Tip: If you do not want to start a charging session, but have already plugged in, you might need to press “Cancel” on the charger screen to release the connector from your vehicle.

Tip: Depending on your vehicle model, you may also need to unlock your car to remove the connector.

What should I do if I get a charging error?

The screen may ask you to unplug the connector from your vehicle and start a new session by plugging it in again. You will need to resubmit payment to begin a new session. If it’s still not working, please move to a nearby charger at that location if one is available. The Electrify Canada Customer Assistance team is also here to help 24 hours a day, 7 days a week. Dial the toll-free number at 1-833-231-3226.

I’ve noticed that charging slows down toward the end of my session. Is that normal?

Yes. You’ll notice that no matter which power level you charge your electric vehicle, the speed of charge slows down toward the end of your session. Similar to when you’re charging your cell phone, this is done to preserve the battery life. Many cars start slowing down their charging speed when they have reached about 80% full, but check with your car manufacturer to find out when bulk charge occurs for your car.

Membership

Why should I become an Electrify Canada member?

Electrify Canada Pass and Pass+ members have access to the Electrify Canada mobile app and web portal, which enables them to

  • See real-time availability of chargers before arriving at a station
  • Add favorite stations for faster searching and navigation
  • Receive notifications when a charger becomes available
  • Set state of charge, cost, or time notifications for a charging session (swipe to start sessions only)
  • Start charging sessions using a smartphone (no more digging around for a credit card)
  • Track your vehicle’s charge status if you’re away from it
  • Review charging and billing history

What are the differences between Pass and Pass+ membership?

Electrify Canada Pass members enjoy all of the benefits above, and

  • $0 due at signup and no monthly fee
  • Enjoy convenient charging access via your smart phone

Electrify Canada Pass+ members enjoy all of the benefits above, and

  • Pay a monthly fee and enjoy savings of about 20% on every minute you charge with a subscription
  • Enjoy waived session fees for charging ($1 per session savings)

How do I change from one membership type to another?

In your account, go to Plan details and follow the prompts to change plan types. Please note that a request to change from Pass+ to Pass membership will only go into effect on the 1st day of the next billing cycle, which coincides with the monthly anniversary of your sign-up date.

How do I delete my account?

Cancel membership at any time by calling Customer Assistance at 1-833-231-3226 or by selecting Settings -> Edit profile in the mobile app or driver portal.

Pricing & Payment

How do I pay for charging (and the monthly subscription fee, for Pass+ members)?

 

  • Due at signup:
     
    • For Electrify Canada Pass+ members, the initial monthly fee will be charged directly to the credit card added to the account at time of enrollment, and monthly thereafter.
    • For Electrify Canada Pass members, $0 is due at signup.

 

  • Selecting the wallet auto-fill amount:
     
    • During signup, all members will select an auto-fill amount, which is the amount you would like to be automatically loaded to your wallet balance every time the balance falls to or below the minimum wallet threshold.

 

  • How wallet auto-fill works:
     
    • The first wallet auto-fill occurs when you first charge your vehicle at an Electrify Canada charging station, after signing up.
    • When your balance falls below the threshold, Electrify Canada will automatically charge your card on file to auto-fill your wallet with the amount you selected. Your charging session costs and monthly subscription fee (if applicable) will be deducted from your wallet balance at the time they occur.

 

What happens if I run out of money in my Electrify Canada mobile app wallet?

To ensure you can seamlessly charge your vehicle at an Electrify Canada charging station, every time your wallet balance falls to or below the minimum wallet threshold, we will automatically charge your card on file to auto-fill your wallet in the amount you select. If your payment method is declined during a charging session, please update your payment method on your account to allow Electrify Canada to auto-fill your wallet so that vehicle charging can continue. If the payment method is not updated, charging will stop when your wallet balance reaches $0.

How is Electrify Canada DC Fast charging pricing determined?

DC Fast pricing is determined by the rate of charge your vehicle communicates to the charger, together with the maximum charging capability of the charger, as well as membership status. Pre-tax pricing displayed on the charger at the time payment is requested represents the per-minute price for the entire charging session. The actual speed of charge may vary.