FAQs

To learn how to charge by a one time payment, click here to watch this video.

You can order your Evolve charging tag as part of your initial registration or any time via the app. It will take five working days from when we receive notification of your request for your tag to be posted to your address.

On the app, go to Profile. Select charging tags, then order a tag and input your details.

From the home screen select “Profile” in the bottom right, select “Charging tags”, select the yellow plus button in the bottom right. Then select “Register a tag” and enter the code found on your tag.

The tag has now been added to the account. If you click on your tag, you can rename your tag and remove the tag if it is misplaced.

Tap ‘Charging tag’ in the app

Tap ‘Remove tag’

How to charge with a charging tag. Watch this step by step video.

Unlink the tag from your app as soon as you possibly can. You can order a new tag through the app. Meanwhile, you can enable charging through the app.

You can register multiple charging tags to one account, or set up accounts for multiple individuals.

How to charge with a mobile application? Watch this step-by-step video.

You can register multiple tags under one account or create as many vehicle accounts as you like.

Unfortunately, no. The parking fee is not included in your charge and must be paid for separately.

When charging, the EV and the charger are in constant discussion with each other in regards to how much power can be delivered. The speed of charging depends on many factors and in many cases the maximum power of the charging device is not reached constantly.

The following things affect the charging power:

• State and condition of the battery
• Onboard charger of the vehicle
• Electric grid state
• Load balancing of the location
• Temperature

When your electric vehicle's battery is fully charged, current flow is automatically stopped so it won't cause damage to your car's battery.

Please be mindful of others when using public charge points. Most charging points are meant for charging, and not long term parking.

Evolve recommends you have a charging tag for charging off Island. You will be able to access tens of thousands of charging points. But remember to check in your app first and see if you can access them via app or charging tag. Evolve recommends planning your route around the compatible charge points on your journey.

Roaming brings flexibility when you are travelling, but it can be more expensive than using your local charging network provider, Evolve.

Although the Virta international charging network is large, an EV driver can still face a situation where a compatible charger can’t be found nearby. In this situation, Evolve users are able to access chargers from other networks, as a roaming service (you might be more familiar with this term from the world of mobile phones).

As a customer of the Evolve network, which is powered by Virta, you will also be able to use your charging tag to charge on Virta’s partners’ chargers. This ensures that Evolve EV drivers can benefit from a user-friendly charging network.

Virta’s partner chargers can be seen in the map view of the app. They are marked with a little lightning symbol, whereas Virta’s own chargers are marked with a letter “V” symbol. The process for starting and stopping a charge event, as well as paying for it, is the same for both types of chargers.

The pricing of roaming chargers is decided by the Charging Point Owner

The charging points of our partners work on roaming basis. The charging point owner sets the roaming price for their charger, and the consumer price for the roaming partners, like Virta, is then based on that. The roaming price can be considerably higher than the price advertised for that charging network’s own customers (which is usually the price given in connection with a charging point).

Since roaming prices are currently proportionally higher, this should be factored into your plans for taking your EV abroad from Jersey.

If you are experiencing issues at a charge point outside of Jersey, you are using a network that is managed by another EV charging provider. You will need to contact the local provider for support. You will normally find this information on or around the charge point or see the support section of your Evolve app.

You should always be able to release the lead from the car. Depending on the car model, there is a release or open socket button. Also, toggling the central locking system of the car often releases the lead. This should also release the lead from the charger. If the lead is yours and still attached to the charger, please contact our support.

If you are sure you are able to use a station and your payment details are up-to-date, checking the cable connection or waiting for a moment or two before trying again helps in most cases. This gives the charger a new chance to communicate with the platform.

Like with starting a charge, trying again is the best help here. Try both with your charging tag and the app. Give the charging station a chance to reconnect with the platform.

It is your choice whether you order a free charging tag. You can start and end charging sessions through the app, charging tag or as a one-time user. If you are taking your EV abroad, we recommend you have a charging tag to make charging easier.

This could mean two things. That the charger is not connected to our back-office platform. The charger could be faulty, or simply not communicating. This does not always mean that the charger is not working, as charging can still take place using a charging tag to initiate a charge. There are also times when the back office platform is upgrading the charge point. In this case the charger also appears as unavailable on the app but is actually functional. You would need to use your tag to activate a charge. We aim to do these upgrades when demand is low but if you are passing the charger, you could stop in and check if this is the case.

We have four different types of chargers on the Evolve network.

Below are the average charging times for each charger type. All charging sessions are charged per kWh delivered.

• Standard (S) - 7.4kW - adds 4 miles per 10 minute charge
• Fast (F) - 22kW - adds 13 miles per 10 minute charge
• Rapid (R) - 50kW - adds 30 miles per 10 minute charge
• Ultra-Rapid (UR) - 150kW - adds 100 miles per 9 minute charge

How you end your charging session will depend on which method you used to start it:

Contactless

You will need the credit or debit card you used to pay for the charging session. Follow the onscreen instructions and only attempt to remove the charging lead once the session has ended. Always unplug the vehicle first.

Charge Global app

If you started your charging session via the app, return to the app to end the session. Only attempt to remove the charging lead once the session has ended. Remember to unplug the vehicle first.

Charging tag

When you're ready to end your session, follow the onscreen instructions and tap on the charge point with your charging tag to confirm you want to end the charging session. Only attempt to remove the charging cable once the session has ended. Unplug from the vehicle first.  

The minimum charge fee has been removed on the new network and an off-peak charging tariff of 12p will be applied to all charging sessions between 00:00 - 06:59.

Standard and fast chargers

You can pay for your charging session through the app or charging tag, as a registered user or a guest.

Rapid and ultra-rapid chargers

You can pay for your charging session through the app, as a registered user or a guest – or use a contactless credit or debit card.

The minimum charge fee has been removed on the new network and a peak charging tariff of 24p per kWh will be applied to all charging sessions between 07:00 – 23:59. An off-peak charging tariff of 12p will be applied to all charging sessions between 00:00 - 06:59.

Registered users are billed monthly. Due to the need for the payment processor to process individual transactions for one-time sessions, the payment processor charges an additional fee to cover this cost.

If you think that you have been billed incorrectly after charging on a station, please call us on 01534 505238 or email hello@evolve.je

Receipts will be emailed at the end of each month.

With the mobile app you can:

• Start and stop charging events
• See details about your ongoing charging event
• See where and when you have been charging and manage your user account

You can order yourself a charging tag via the app, go to ‘charging tags’ to order one. Please remember that the app is constantly developed, and new features are added frequently to make your charging experience even more enjoyable and stable. We recommend you keep the app updated on your phone and make sure you have the latest version installed.

You can get the Charge Global app for iOS from App Store and for Android from Play Store.

All your payment data is stored in the servers of PSR approved payment provider Payment Highway. Virta will not be able to see your confidential information but only anonymised tokens for handling the payments.

After you have registered as an Evolve customer, you are required to authenticate your email address to verify your account. You will automatically receive a link to the email address you used during registration. That email contains a link that allows you to verify your customer account. Customers are required to verify their accounts within seven days after registration or the Virta system automatically disables the account. If your account was disabled, you are required to contact Virta Support to re-enable your account. When your account is disabled, you cannot use Virta services.

Please note that Internet Explorer is not supported by Virta system and may cause issues.

If you don't receive the link, please check your spam folder. If the message is not found, please contact us via the contact form and we'll get back to you as soon as we can.

If you've ordered a charging tag they will be sent to you via Jersey Post directly to the given address in your customer account. Printing and deliveries are handled on a weekly basis so in all cases the tags should arrive within five working days of Evolve receiving the order instruction. Once your charging tag arrives, you will need to link the tag to your account.

You can confirm if the charging card has gone through by checking your app and account history. You can see your billing history there.

If you have done the charging card already but cannot see anything in the app, please call us on 01534 505238 or email hello@evolve.je

Virta, which powers Evolve, secures its services in multiple ways: It has certifications - ISO27001 and SOC 2 Type 2 for Security, performs security tests by an independent party and uses partners which are committed to the same. It reduces the risk by storing only the mandatory data and letting its partners handle their area of expertise such as PCI-DSS or PKI operations. The target is to have a service which can be used at any time of the day without a need to worry about the data security.

Please find more information about security at Virta here.

Up to date pricing information of charging points is always available through the Evolve mobile application for each location.

The price shown at the time you connect to the charger will be used for the charging session.

Please note that prices differ if you're using one-time payment option. Prices are always shown before you start the charging event.