FAQ Drivers

• eCarUp acts as a platform where different charging point providers can link their charging points with us. These providers have the option to operate the charging points independently and according to their own terms and conditions. This means that we are the technology supplier and provide the system for billing and management of the e-charging stations, but we do not directly operate any charging points ourselves.

• Once the charging points are integrated, ownership and management of the stations is directly in the hands of the respective operators. This includes aspects such as setting energy and parking fees, determining operating hours, organising parking matters and carrying out maintenance, to name just a few examples.

• If there is a local problem at the charging station, such as a defective charging pole, we can only offer limited support in such cases. There is often information about the owner of the charging station in our app or directly at the station. In such situations, the owner can then take care of the matter and take appropriate steps to rectify the problem.

With eCarUp App: 

The simplest way is to open the free eCarUp app (iOS / Android) and scan the QR-code on the charging station. You will see directly see the costs of the station and be able to activate it by the touch of a button. If costs are involved, the charging will be automatically charged on the  credit card registered on your account. 

Without eCarUp App:

Scan the QR-code with your smartphone (camera or QR-code scanner) or enter the QR-Code number on www.ecarup.com/code. This leads you to the instant payment site (webbased), where yo can enter your credit card information ad-hoc and initiate a one-time payment.

Note: When charging without the app via the QR code, eCarUp temporarily blocks CHF 60 on the credit card when charging starts.

The charging will be automatically processed via the credit card deposited in your account after  deactivating the station or deconnecting the charing cable.

• The free eCarUp app allows you to create an account and enter payment information, for example in the form of a credit card:  Download app

• Accessible via scanning the QR code on the station and a subsequent one-off payment via credit or debit card: Instructions

• Step-by-step instructions for unlocking at the charging station

• In this case, the stations cannot currently be used because the station is not connected to the eCarUp platform. The station then appears in the app with a grey symbol (on the map).

• We (the eCarUp backend) automatically set the status "Out of service" or "Inactive" if a charging station does not report to us in the backend for longer than 15 minutes. This is to prevent misunderstandings with the drivers (so that they do not drive in vain to a charging point that does not supply power).

• In the vast majority of cases, this is caused by a failure (or malfunction) of the internet, which makes communication with our servers impossible. More rarely, it can also be a power failure. In both cases, the station will automatically reconnect to the backend once the cause has been rectified and can continue to be used normally.

• It is best to report the problem to the system operator or the station owner (e.g. building management / electrician) so that they can reconnect the stations to the Internet.

If a payment with the credit card deposited in eCarUp has failed (e.g. because the credit card was blocked or not covered at the time in question), no further charges can be made with this eCarUp account until the outstanding amount has been settled. This is a security function towards the station operators.

You can fix the problem as follows:

• Update credit card information in the app,

• A button "Failed payment" appears in the app, where you can restart the previously failed payment if your credit card is working again.

• You can also re-initiate the failed payment in our web portal. To do this, please log in to ecarup.com and initiate the payment again under "Driver".

• If you entered your e-mail address when scanning the QR code, you will receive an automatic e-mail from us after the loading process has been completed.

• If you have forgotten to do this, you can request your receipt again using the following link. https://ecarup-tools.azurewebsites.net/ 

• If you use eCarUp regularly, we recommend that you download the free app. You will then receive a complete overview in the app and a monthly overview at the end of each month by e-mail.

• When charging without an app via the QR code, eCarUp temporarily blocks CHF EUR 60 on the credit card when charging starts. This ensures that payment can be made after the end of the charging process and is a protection for our station operators. The credit is only temporarily reserved and not definitively debited.

• If the charge is not initiated correctly or only the payment is authorised, there is a possibility that, depending on the service provider of the credit card, the credit will remain blocked for a few days. Normally, the amount is released again within 10 days and charged back to the card.

• When charging with the free eCarUp app, no temporary reservations are made and only the effective costs for charging are debited: Charging App - eCarUp Backend

No! There are no credit card fees, subscription or transaction costs. The eCarUp app is free to download. You then pay the prices set by the station owner for the energy (per kWh) and parking time (per hour). The price for a charge therefore depends on the selected charging station, the parking time and the charged energy. At the end of the charging process, we charge the amount due net and automatically to the credit card on file, send a receipt and transfer the money to the station owner.

The eCarUp app basically works on all iOS and Android smartphones. System requirements: iOS 14 or Android 5.0 or newer.

• To activate a charge via RFID/NFC card, the serial number of the tag must be added in the eCarUp app under "Account" -> "RFID cards" -> top right on the "+".

• A driver's eCarUp account can be linked to any RFID / NFC card. Afterwards, charging stations can be activated by this user directly with the stored card and no longer have to be activated via the app. The charging process is booked to the credit card stored in the same account. (Not all RFID/NFC cards work, only those that are recognised by the charging station).

• eCarUp AG does not issue its own RFID / NFC cards. Adding and managing the tags must be done by the driver himself. 

• The RFID tags can only be used for the local activation of eCarUp charging stations and do not work for stations from third party networks (e.g. Hubject). 

• You can find all details about RFID tags and how to add them to your account in the eCarUp Wiki.

• The storage of the car ID is currently only used in conjunction with our Pico charging station. There we can read out the ID of the cars and use it for automated authentication when connecting the cable. Link to the Pico charging station.

• Adding would then work in such a way that the eCarUp app asks you when you activate the Pico station for the first time whether you want to add your car ID (which is read out automatically) to your account. After that, the ID is linked to the account and you will be authenticated directly via it at Pico charging stations in the future.

1. Log in to your eCarUp account;

2. Under the "Driver" tab, click on "History";

3. Select the start and end date and click on the random arrow to update the whole thing;

4. Optionally, an export via Excel file can be generated.

Account deletion via the eCarUp app: 

• Log in to the eCarUp app with your username and password.

• Click on Account -> Delete account (This step is irrevocable.)  

⚠️Attention! Do not do this if you already have a smart-me account with the same name. 

Account deletion in the smart-me web portal: 

• Log in to www.smart-me.com with your eCarUp username and password.

• Make sure that there are no meters in the account other than the OCPP stations included in eCarUp. (If there are, please call us before deleting).

• Click on your username (top right) and then on Settings.

• Click on Delete User

First of all, although we provide the system for billing and managing the e-charging stations, we do not operate any charging points ourselves. The respective station operators are therefore responsible for troubleshooting their charging stations. This includes unblocking blocked cables.

Our tip: 

1. As a first measure, start a new charge and end it properly. 

2. Then unlock the cable on the vehicle side first.

3. Now try to remove the cable station-side, sometimes this may require some force. 

4. If all this does not work, you should contact the station operator. They should be able to unlock the cable.

It is necessary that the charging station is online and in operation.

1. Make sure that the station is not reserved and that you have access authorisation. To do this, you can check in the app whether the station is online. The status "inactive" is automatically displayed by the app if the station has not been online for more than 15 minutes.

2. Contact the station operator. This is usually indicated on the station. 

3. Close the app completely and open it again. 

4. Make sure you have internet access on your smartphone. To do this, you must activate mobile data or connect to a WLAN. 

5. If mobile data is already activated, deactivate it briefly and then activate it again.

Important: eCarUp AG does not operate any charging stations itself and is therefore not a station owner.

If you belong to an invited user group and therefore have special rates at the station, the prices valid for you are automatically displayed in the overview of the station before activation ("Your price"). The station owner makes the setting for this in the eCarUp web portal. You as the driver do not see this setting.

eCarUp does not operate any charging points itself. Each station provider determines the prices for energy and time for their charging station(s) themselves. The prices can be seen in the eCarUp app under the station details.

The total price is made up of the energy price (per kWh) and the parking fee (per hour). The price for a specific charge therefore depends on the selected charging station, the time your car is parked and the amount of energy charged. 

According to the Swiss Road Traffic Act, all damages need to be declared to the station owner (SVG 51 I Ziff. 3). If one can’t find the station owner, you need to inform the police. Damages on the charging hardware of any sort are therefore subject to the compulsory coverage of the person responsible for the damages. eCarUp refuses any liability towards damages through third parties.

There may apply country specific legislation in your case. Please consult the local police / administration in order to find out the appropriate procedure.

Your personal data will be kept strictly confidential and will not be disclosed to any third parties. Your data will be stored encrypted in our system and can only be retrieved by us with your consent (for instance in case of support). 

Read more about our terms and conditions as well as our privacy policy here: AGB and Data Protection