Frequently asked questions

Starting Charge

I have plugged in my vehicle and the connector in the app became unavailable.


That's because the app recognises that someone is plugged in on that connector and automatically marks the connector as unavailable. Try selecting the connector first and then plugging in your vehicle.




My charging starts, but then abruptly ends.


This is most likely to do with your vehicle not 'accepting' the charger. You can try again, but most likely it's a hardware compatibility issue.





Subscriptions

How does a Bonnet subscription work?


When you buy one of Bonnet's monthly subscription packages, it works very much the same as a Netflix or Spotify subscription. Each subscription package provides you with a custom amount of kWh per month, depending on your needs. Our packages range anywhere from 50kWh (~250km range on an average EV) per month to 200kWh (~1000km range) per month.




What's the difference between a "Light" and a "Light +" subscription?


Our "Light +", "Casual +" and "Heavy +" subscription packages include access to rapid chargers (>22kW) that can charge your car in less than an hour. The "Light", "Casual" and "Heavy" subscriptions contain the same number of kWh allowance as their "+" counterparts, but don't include access to rapid chargers.




Can I switch between subscriptions?


Absolutely! You can easily switch your subscription package within the Bonnet app in Settings > My Subscriptions. You will instantly be placed on your new subscription, but your card will not be directly charged. The pricing reconciliation will take place at your next subscription renewal date, where you will be refunded what you haven't used from your old subscription package and payment will be taken for your new package (both on a pro-rata basis).




How do I cancel a subscription?


You can cancel your subscription anytime in the Bonnet app under Settings > My Subscriptions. When you cancel, your current subscription will still run until your next renewal date, after which it will get canceled. You will be allowed to continue charging until then. Please note that if you have unused kWh in your account, these will expire upon the cancelation date of your subscription




Can I still use Bonnet if I canceled my subscription?


Yes! After your subscription runs out on your next renewal date, you will just automatically be placed on a "Pay As You Go" and no more direct debits will be taken from your account. You can continue to charge your car with Bonnetm and your credit card will only be charged after each charging session.




What happens if I need more charge in a given month than my subscription allows?


Not a problem. If you run over your monthly allowance, you can continue to charge. You will just automatically be placed on Pay As You Go until your next renewal date. The payment for the extra charge will also be taken on your next renewal date.




What happens if I do not use all of my charging package in a month?


Nothing! The unused kWh just get carried over and stay in your account indefinitely until you need to use them.





Stopping Charge

I have stopped the charge, but I'm having difficulties pulling the cable out of my car.


Don't worry, cables lock into cars for safety reasons so that nobody pulls them out when you're not next to your car. If you 'lock' and 'unlock' your car, you should be able to pull out the cable freely.




Can I stop the charge by just pulling out the cable?


Yes. While we don't recommend it, you can 'unlock' your car and pull out the cable. This should then prompt to stop the charging session in the app.




I'm having trouble stopping the charge in the app. What can I do?


This may have to do with your internet connection. You can stop the charge by pulling the cable from your car. If the cable is locked in the car, 'lock' and 'unlock' the car and the cable should free itself and you can pull it out.





Payments

Do I have to pay anything to use the app?


No, the app is available to download for free in the App Store and Google Play Store. All of the app's features for free too. You only have to pay for electricty if you want to charge your car through Bonnet.




What methods of payment do you accept?


We accept most forms of debit and credit cards. We will soon be adding PayPal and other forms of payment too.




What't the difference between Pay As You Go and Subscriptions





Why is there a pre-payment of £5 taken from my card before a Pay As You Go charging session?


We take a fully refundable £5 pre-payment from Pay As You Go sessions to ensure that your card works. After the charging session completes, we refund the £5 and take the actual payment for the charging session. Please allow up to 2 working days for the pre-payment to be refunded.




I bought a Subscription or Pay As You Go membership, but the status is incomplete. What does that mean?


It means that while the payment method you provided in your account either requires extra authentication or has insuffucuent funds. When you 'start charge' on any of our chargers, you will be asked to rectify the situation by either entering a new card, or authenticating the existing one in the app.





General

Do I have to use an RFID card?


No! Every charger on Bonnet can be accessed with your phone.




What is Bonnet?


Bonnet is a mobile app that allows EV drivers to charge on public chargers of multiple charging networks. Instead of having multiple cards and apps to use EV chargers of different companies, Bonnet allows you to set up one account, attach your credit card and use is on most (soon all) public chargers.




How many chargers are there on the app right now?


There are around 200 chargers on the Bonnet app right now. Over the course of December and January, we will be adding numerous partners and the coverage should be at 3,000 chargers by the end of January. The Bonnet app also offers access to 14,000 chargers in continental Europe.




How much does it cost?


You can see all of our pricing details here: www.bonnetelectric.com/pricing




Is your pricing the same across all chargers?


Yes! All of our chargers cost the same, irrespective of provider. The only distinction we make for pricing is between rapid chargers and non-rapid chargers. You cna find more information on pricing here: www.bonnetelectric.com/pricing





Businesses/Fleets

Do you offer discounts for businesses and fleets?


Absolutely, please write us a short email at contact@bonnetelectric.com to inquire about the discounts that we offer businesses and fleets.




I have a discount code from my employer, how do I apply it?


If you have a discount code for Bonnet, you can redeem it when registering in the app. Just click "Using Bonnet for Business?" at the bottom of the registration screen. This will then prompt you to enter your unique business code.




Does my charging data get shared with my employer/business?


Yes, as part of Bonnet's transparency policy, we share GDPR-compliant anonymised analytics with the business that provided you with the discount code. For more information, you can check out our Privacy Policy and Terms and conditions under: www.bonnetelectric.com/terms-and-conditions & www.bonnetelectric.com/privacy-policy





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