FAQ Drivers

• eCarUp offers a platform on which charging station providers can link their charging points with us and operate them independently according to their own terms and conditions. We supply the technology for billing and management, but do not operate our own charging points.

• Once the charging points have been integrated, ownership and management remain with the operators. You determine energy and parking fees, operating times, car park regulations and maintenance work.

• In the event of local problems, such as a defective charging point, we can only provide limited support. You can often find information about the owner in the app or at the station. The owner can then rectify the problem directly.

With the eCarUp app 

Open the free eCarUp app (iOS / Android) and scan the QR code at the charging station. You will see the prices and can activate the station. In the case of chargeable charging processes, billing takes place automatically via your stored credit card.

Without the eCarUp app

Scan the QR code on the charging station or enter the number at www.ecarup.com/code. On the instant payment page, you can enter your credit card once and pay immediately. 

Note: When charging without the app, eCarUp blocks CHF/EUR 60 on your credit card at the start. 

You will be charged automatically after charging or removing the cable.

Step-by-step instructions for activating at the charging station

The stations cannot currently be used as they are not connected to the eCarUp platform. The ‘Out of service’ status is set automatically if a station has no connection to the backend for longer than 15 minutes, usually due to internet or power outages. Once the problem has been resolved, the station will automatically reconnect. 

It is best to report the problem to the operator or owner so that the connection can be restored.

• If a payment with the stored credit card fails (e.g. blocked or not covered), no further charging processes are possible until the outstanding amount has been settled. This protects the station operators.

How to fix the problem:

• Update credit card information in the app.

• Use the ‘Failed payment’ button in the app to restart the payment.

• Alternatively, you can restart the payment in the web portal under ‘Driver’. (Wiki article)

Missing receipts: 

If you entered your email address when scanning the QR code, you will automatically receive a receipt by email after the charging process. If you have forgotten to do this, you can request your receipt here: https://ecarup-tools.azurewebsites.net/

Monthly overview: 

For regular users, we recommend the free eCarUp app. This provides you with an overview in the app and a summary of the month by e-mail.

When charging without the app, CHF/EUR 60 is temporarily reserved on the credit card at the start via the QR code to secure the payment after the charging process. This amount is not debited, but only reserved. If charging does not start correctly, the block may last for a few days, but is usually released within 10 days. 

No reservations are made with the eCarUp app, only the actual costs are debited.

There are no credit card fees, subscription or transaction costs. The eCarUp app is free of charge. You only pay the prices set by the station owner for energy (per kWh) and parking time (per hour). At the end of the charging process, the amount is automatically charged to your stored credit card, a receipt is sent and the money is transferred to the station owner.

To activate charging via RFID/NFC card, add the serial number of the tag in the eCarUp app under ‘Account’ -> ‘RFID cards’ -> ‘+’. You can then activate charging stations directly with the card and the charging process will be charged to the credit card on file. 

Not all RFID/NFC cards are supported, only those that are recognised by the station. eCarUp does not issue its own RFID cards, they are added by the user. RFID tags only work for eCarUp stations, not for third-party networks. You can find more information in the eCarUp Wiki.

Auto-ID is currently only used with Pico charging stations. There, the car's ID can be read and used for automatic authentication when the cable is plugged in. When activating a Pico station for the first time, the eCarUp app asks whether you want to add the Auto-ID to your account. After that, authentication is automatic for Pico charging stations.

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

eCarUp app & web portal: 

Start the eCarUp app or the web portal and go to ‘Log in’. Select the ‘Forgot password’ option under the password field, enter your email address and you will receive a link to reset your password by email.

Important: We provide the system for billing and managing the e-charging stations, but do not operate our own charging points. The station operators are responsible for troubleshooting, including unlocking blocked cables.

Our tip:

• Start a new charge and finish it properly.

• Unblock the cable on the vehicle side first.

• Try to remove the cable on the station side - sometimes this requires some force. If this does not work, contact the station operator who can unlock the cable.

Make sure that the charging station is online and in operation. Check in the app whether the station is online and not reserved. The status ‘inactive’ is automatically displayed if the station is offline for more than 15 minutes.

If the station is not available, contact the operator - you can usually find their contact details on the station.

Close the app and open it again. Check whether your smartphone is connected to the internet (mobile data or Wi-Fi). If necessary, briefly switch the mobile data off and on again.

Important: eCarUp AG does not operate charging stations and is not the owner.

If you belong to an invited user group and therefore have special rates at the station, the prices that apply to you are automatically displayed in the station overview 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 its own charging points. Each station provider sets its own prices for energy and time. These can be viewed 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) and varies depending on the station, parking time and energy charged.

According to the Swiss Road Traffic Act (SVG 51 I No. 3), damage must be reported to the owner. If this is not possible, the police must be informed. The person causing the damage is responsible for the insurance obligation. eCarUp accepts no liability for damage to charging stations caused by third parties. Country-specific laws may apply - check with the local authorities.

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