How do I get in touch with customer services?


If you want to speak to our 24/7 helpline, please call 0330 016 5126. You can also email customerservice@bpchargemaster.com or use the live chat on the Polar Network website, https://polar-network.com.


Charging

How do I charge?

Please visit the User Guide section of the app for instructions on how to start and stop a charge, which you can find in the Help section from the home screen.

If I need help in using a chargepoint, what do I do?

Please look through the issues and troubleshooting section of this FAQ.

If you still have issues then please get in touch with customer services.

How much does charging cost?

All charges will incur a minimum charge cost of £1.20 and, depending on the charging unit type, you may have to pay per kWh of energy used over the minimum cost.

To see what a chargepoint costs to use, please search on the map and click on a marker to get chargepoint information. You can also use the filters on the map to only show free chargepoints or those with an additional cost.

What is the minimum cost?

To ensure that our fixed costs are covered, there is a minimum cost for each charge of £1.20. This is no longer an admin fee, so is included in the cost of the charge rather than in addition to it.

How do I know what socket type a chargepoint has?

When you click into a chargepoint screen, each socket is listed with an image of its socket type. You can see a list of socket types in the Socket Legend section of Help in the app.

What does ‘Last contact with server’ at the bottom of the chargepoint screen on the app mean?

Last contact with server is when the chargepoint was last in communication with the server. If this date is a long time ago, there could be an issue with the post so you may have trouble starting or stopping a charge.

Can I get an RFID card to use for charging?

Unfortunately, Polar Instant is an app-only service. To charge with an RFID card or fob please join Polar Plus at https://polar-network.com.


My Account

How do I change my password?

Once you’re logged in, you can change your password on the app by visiting the Change Password tab in your profile, which you can access from the home screen.

To change your password once you're logged into the website, visit the change password page.


Account Balance

Which credit cards can I use to top up?

You can use Visa, MasterCard, and American Express.

How do I add credit to my account?

Once you are registered and logged into the app, go to the Credit screen, which is available from the home screen. If you have no stored payment method, click the add payment method button, fill in your card details and then click add payment method.

Once you have a stored payment method, click the top up button, then choose from the available amounts to top up your account balance.

To top up on the website, visit the balance and payments page and click on the Add Funds button. Select your top-up amount, then add a payment method or use an existing one to add credit to your balance.

Unfortunately we are unable to take payment over the phone for Polar Instant.

If you have any problems, please get in touch with customer services.

Is there a minimum top-up amount?

Yes, the minimum top-up amount is £10. If your account balance gets below £3, then a top-up is required before you can start a charge.

Can I have a refund on my account balance?

If you aren’t able to use the app, you can contact customer services to request a refund within 14 days of top-up or to transfer your account balance to Polar Plus.


Logging In

How do I reset my password?

When you’re trying to login, click on the Forgot Password link. Fill in your email address, and if your email address is registered with Polar Instant, you’ll receive an email with a link to reset your password. If you don’t get an email but you’re sure you’ve registered with Polar Instant, please get in touch with customer services to resolve the issue.

Why do I need to login every time I use the app?

We have certain mandatory security requirements for the app to keep your information safe, which means you have to confirm your login when doing things like accessing your profile and starting a charge. You can set up a pin for easy access by going to the Set Pin tab in your profile, which you can access from the home screen on the app.


Map

I only want to see certain types of chargepoints on the map. How do I do this?

You can use the map filters by clicking the filters icon in the top right corner of the map to control which chargepoint markers show on the map. You can filter by available chargepoints only, connection speed, and charge cost.

How do I find a particular chargepoint?

There is a search box at the top of the map, which you can use to search for locations, postcode, or chargepoint serial numbers. Clicking on the result you want will zoom into that area, and if you’ve clicked on a chargepoint in the search results, that chargepoint marker will bounce to show you which one you’ve selected.

If you want to find a post you’re next to when using the app, you can use the nearby posts lists which uses your location.

The map on the app shows a chargepoint as available or unavailable, but when I click into the chargepoint screen, it changes. Why?

The map is updated every few minutes in the background as you are using the app, which means the map can be a little out of date. When you click into a chargepoint screen, the app calls the server to get up to date information on the post, so the post availability could have changed since the map was last updated.


Nearby Posts

What’s the difference between the map and Nearby Posts?

The map shows you the physical location of thousands of chargepoints around the country. On the app, the nearby posts screen uses your device’s location to only list posts within a certain distance of where you are. You can click on each post in the list which takes you to the same chargepoint screen as clicking on a marker on the map, where you can see more details about the chargepoint as well as start a charge.


Clicking on this icon will display the posts neareast to you in a list format.


Issues and Troubleshooting

I can’t log in. What do I do?

Try resetting your password through the app or website, and if you're using the app make sure you have a good connection to the internet.

If this doesn’t work, make sure you have an account and try registering again if you’re not sure.

If you still have issues then please get in touch with customer services.

I’m trying to reset my password, but I don’t get an email. What do I do?

Please make sure that you definitely have a Polar Instant account - this account is separate to other Polar or Chargevision accounts so if you only have those, you’ll need to register for a separate Polar Instant account.

If you definitely have a Polar Instant account, when using the app make sure you’re connected to the internet when submitting the password reset request, check in your email spam folder, and try resetting your password through the website instead.

If you still have issues then please get in touch with customer services.

I’m getting error messages on the app that read ‘The request has timed out’. What do these mean?

When a request to the server times out, it means the app has not received a response in the expected amount of time. If this happens, please check that you are connected to the internet and have a good signal. If you’re using wifi, having a strong wifi signal does not necessarily mean your internet connection is good, so please try using your mobile signal instead.

If the map times out when loading the chargepoint markers, please use the refresh button at the top to try again.

I can’t start a charge on a chargepoint using the app. What do I do?

  • Make sure you’re connected to the internet and have a good signal
  • Try using a mobile signal rather than wifi to see if that helps
  • Try shutting the app down completely and reopening it
  • If you’re still having issues then please get in touch with customer services.

I can’t stop a charge on a chargepoint using the app. What do I do?

  • Make sure you’re connected to the internet and have a good signal
  • Try using a mobile signal rather than wifi to see if that helps
  • Try shutting the app down completely and reopening it
  • If you’re still having issues then please get in touch with customer services.

I can’t cancel a start charge on a chargepoint using the app. What do I do?

  • Make sure you’re connected to the internet and have a good signal
  • Try using a mobile signal rather than wifi to see if that helps
  • Try shutting the app down completely and reopening it
  • If you’re still having issues then please get in touch with customer services.

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