Question 1

How do I find out how much I am being charged in a session?

Accepted Answer

If you have a current active session, a prompt on the top of the map screen will be visible in the Urban Fox app. Press this to view the active session and see your total time elapsed, total energy used and estimated cost for your current charging session.

At the end of the charging session, you will be emailed a receipt with a summary of your charging session and total cost.

If you have an Urban Fox account, you can view all of your charging history. Just click on your initials on the map screen to get to the settings menu.

Question 2

How do I find a chargepoint or charging hub?

Accepted Answer

Open the Urban Fox app and view "Nearest chargepoints" on the information tile at the bottom of the screen. You can also use the map to view chargepoint locations which are shown as green (available) or red (unavailable) pins.

If you can't see any pins, zoom out on the map by pinching the screen. You can tap on the pin to see more details about the chargepoint.

Question 3

How do I use a chargepoint?

Accepted Answer

We have a range of different chargers available across our network, all of which can be used with the Urban Fox app.

Question 4

How do I pay for charging and how much does it cost?

Accepted Answer

After you have selected your chargepoint in the Urban Fox app you will need to enter your payment details. These details will be conveniently stored in the app for future use. Prices vary according to location but you can find the tariff for each chargepoint in the app.

Within our network, some of our chargepoints also offer contactless payment either directly on the chargepoint or via a nearby payment kiosk.

Question 5

Can I save my favourite chargepoints?

Accepted Answer

Yes, in the mobile app, once you have selected your chargepoint location, you can tap on the heart icon to add the chargepoint location to your favourites list. You can always see your favourite chargepoints beneath "Nearest chargepoints" on the main information tile at the bottom of the screen.

Question 6

How long will it take to charge my car and what cables do I need?

Accepted Answer

The time it takes to fully charge a car depends on your car battery size which can vary. With a typical 60kWh battery, the average charging times are as follows:

7kW chargers – up to 8 hours
22kW – up to 5 hours
50kW – up to 1 hour.
150kW – Up to 30 minutes.

A Type 2 connector cable is compatible with our lamppost, 7kW and 22kW chargers. Our higher-powered chargers (50kW+) have their own inbuilt cables that can be used to charge your EV.

Question 7

How long can I stay at a chargepoint?

Accepted Answer

We’d recommend moving your vehicle as soon as it is charged to allow others to use the chargepoints. There may also be additional parking restrictions or time limits depending on the location.

Question 8

Do I need a cable to use a chargepoint?

Accepted Answer

Yes, you will need to use your own Type 2 connector cable which is compatible with our lamppost, 7kW and 22kW chargers. Our higher-powered chargers (50kW+) have their own inbuilt cables that can be used to charge your EV.

Question 9

My charging session has finished but my cable is stuck, how do I unplug it?

Accepted Answer

Unlock your vehicle to release and remove the charging cable. You may have a button in your vehicle that unlocks the cable, so please refer to your vehicle user guide.

Once you have removed the cable from your vehicle socket, the cable will also be unlocked from the chargepoint to allow you to remove your cable. You can also select “End session” in the app.

If you are still unable to remove the cable, call the Helpdesk and they will try to release it remotely.

Question 10

How do I find my location on the app?

Accepted Answer

Open the Urban Fox app and tap on the orange target icon in the top right corner. Your current location will be the blue circle in the middle of the map.

Question 11

The chargepoint is in use. Can I get a notification when it is available?

Accepted Answer

Yes, in the Urban Fox app, select the chargepoint in the map view and then tap the bell icon to be notified when the chargepoint is available. Please ensure you have notifications enabled for the Urban Fox app (you can find this under "Settings" on your mobile phone).

Question 12

Where can I access my balance and charging history?

Accepted Answer

Account balance and charges can be viewed in the app menu, under “Balance” and “Charging History”, respectively.

Question 13

What do I do if there's a petrol or diesel car blocking the EV charging bay?

Accepted Answer

We welcome feedback and monitor bays being occupied to share the information with the councils who will decide whether to take action. Please contact our 24/7 helpdesk on 0808 175 3965 to report the issue.

Question 14

How do I get assistance or report a problem?

Accepted Answer

Please contact our 24/7 helpdesk on 0808 175 3965 or via email at support@urbanfox.network with the chargepoint number, (located on the base of the charger in the form of 2 words e.g. ELEC-TRIC etc.) and we will be happy to help. Most problems can be fixed remotely.

Question 15

How can I get a VAT receipt?

Accepted Answer

You can download a receipt from the Urban Fox app after your charging session has finished.

Question 16

How do I cancel my account?

Accepted Answer

Tap drop down menu icon, top left corner of the app, then tap your account name, scroll down and tap "Remove account".

We would be sorry to see you leave and always welcome feedback. Please do not hesitate to call us on our 24/7 helpdesk on 0808 175 3965 or email us at support@urbanfox.network.

Frequently asked questions

Request a public EV chargepoint