FAQs about EV Charging

Q: Why has £50 been reserved on my card?

A £50 pre-authorisation is taken when you start a charging session. This is not a charge and is usually released overnight once your session has ended. We have requested same-day release where possible, but the time it takes for funds to become available again is determined by your bank. If you have any questions, please contact your bank directly.

Q: My charging cable won't release. What should I do?

First ensure your vehicle's charge port is unlocked. Then lock and unlock your vehicle, as this often releases the charging cable.

Frequently Asked Questions about EV Charging

We've answered the most common queries to help you charge confidently and get the most from Tap Zap Go.

What type of electric cars can use Tap Zap Go chargers?

Nearly every electric vehicle in Europe can use the Tap Zap Go chargers. However, the Nissan Leaf is not compatible without an adapter to allow CCS charging. Some other much older models of electric vehicles will also pre-date CCS charging and will not be compatible.

What type of connector do Tap Zap Go charging stations use?

Tap Zap Go uses CCS2 connectors. This connector allows for Direct Current (DC) charging to provide you with an ultra-rapid experience.

Do I need my own cable?

No. All Tap Zap Go charge points are tethered chargers, meaning the cable is already attached to the unit. They use CCS2 connectors, so if your electric vehicle does not have a CCS2 port, you may need to use an appropriate adapter.

How can I pay for my charging?

Payment can be made by card or via contactless payment, such as Apple Pay. All major cards except for American Express are accepted.

Full instructions are provided on the side of each charger. You can watch our instructional video here.

Why has £50 been reserved on my card?

A £50 pre-authorisation fee is taken when you start a charging session. This is not a charge and is usually released overnight once your session has ended. We have requested same-day release where possible, but the time it takes for funds to become available again is determined by your bank. If you have any questions, please contact your bank directly.

What happens if the charger fails?

If a charging session cannot be completed due to a charger fault or interruption, the £50 pre-authorisation may remain pending for up to 3–5 working days, depending on your bank's processing times.

How do I get a receipt?

Receipts can be obtained by scanning the QR code displayed on the charger screen immediately after your charging session has ended.

Can I get a receipt after leaving the charging location?

Yes. Please email info@tapzapgo.co.uk with the following information:

Transaction amount
Transaction reference number (if available)
Approximate date and time of charging

We will then arrange for a copy of your receipt to be sent to you.

The charging cable is still locked after charging has finished. What should I do?

If your vehicle has reached 100% charge and the cable remains locked after locking and unlocking the vehicle, please contact our support team so we can remotely reset the charger.

How do I query a payment or request a refund?

Payment and refund enquiries are handled during normal business hours only.

Please email info@tapzapgo.co.uk and include as much information as possible about your charging session.

We aim to respond within 24 working hours.

How do I find the Tap Zap Go chargers?

You can find our Tap Zap Go chargers at:

Strood, Medway

Whitewall Centre
Whitewall Road
Medway City Estate
Strood, Kent, ME2 4DZ

You can also use what3words to find us at ///crop.cones.haven.

Castleford, Yorkshire

Willowbridge Lane
Castleford
WF10 5NW

You can also use what3words to find us at ///brink.bubble.coarser.

Beside Membury Services

Beside West Bound Membury Services
Lambourn Woodlands
Hungerford
Berkshire
RG17 7TJ

You can also use what3words to find us at ///mallets.butchers.umbrella.

You can also find our chargers on the Zapmap app.

How do I know how much my charging session has cost and how can I check how much charge I have?

You can view your charging session by scanning the QR code that appears on the charger screen.

You can see more by watching our instructional video here.

Who can I speak to if I have any issues charging my electric vehicle?

Hopefully you will have a seamless charging experience. However, if there are any issues with the charger, we do have a 24/7 helpline available.

You can call us on 0208 804 2000 for assistance.

Are Tap Zap Go chargers wheelchair accessible?

Yes, our charge points are wheelchair friendly.

My card is being declined or asks for PIN verification. What should I do?

If the payment terminal requests PIN verification and you are unable to proceed, you may be using a card that is not accepted, such as American Express (AMEX), or there may be a temporary terminal issue.

Please try:

Using a different accepted payment card.
Inserting your card and entering your PIN instead of using contactless.
Moving to another charger and trying again.

My charging cable won't release. What should I do?

First, ensure your vehicle's charge port is unlocked. Then lock and unlock your vehicle, as this often releases the charging cable.

Why can't I see the "Stop Charging" button?

Some charging sessions do not display a Stop Charging button. In these cases, the charger will automatically end the session and release the cable once your vehicle reaches 100% charge.