FAQ

Do I have to pay a security deposit every time I use a power bank?

No, users are not required to pay a security deposit. At the beginning of each rental, a pre-authorization charge will be held to cover the cost of a power bank if lost, damaged, or for any other reason, not returned within 8 days. Once the rental is completed, the pre-authorization will be automatically voided.

How do I unlock a ElectricGo powerbank?

Launch the Electricgo app on your smartphone, tap on “SCAN” and scan the QR code on ElectricGo Station. Or you can also scan the QR code with your camera, tap on the web page that comes out and enter your payment information.

What is a pre-authorization charge?

A pre-authorization charge is a validation step we make at the beginning of your rental to ensure you have sufficient funds to cover the cost of the power bank if lost, damaged, or any reason not returned within 8 days.

Note that it is not a form of deposit, nor do we actually charge your payment method at the time of rental.

If the power bank is not returned after 8 days, the pre-authorization charge is settled, meaning your payment method is charged for the cost of the power bank.

As long as your power bank is returned before 8 days, the pre-authorization charge is automatically voided the moment you complete your rental.

How long can I rent a power bank?

Power banks are able to be rented for a maximum of 8 days. To end a rental, simply return the power bank to any ElectricGo charging station, easily found through our mobile app.

How & where should I return my power bank when I'm done using it?

You can return your power bank to any ElectricGo charging station that has an empty slot. ElectricGo charging stations and their slot availability can both be easily found through the app.

To return a power bank, simply:

  1. Locate a ElectricGo charging station with open Return Slots
  2. Insert the power bank (metal contacts first)
  3. Firmly push until you hear the power bank lock into place.

Once the power bank is returned, your rental will close and you will be able to settle your bill on the next screen.

You can view your charge history by clicking the ‘Order’ section on the navigation bar, within the mobile application.

My device already shut down: how can I rent?

You will need to find a way to charge your phone just enough to turn it on, before you can proceed with the rental.
– If you are with a friend, ask them to rent a powerbank for you (our powerbanks ensure ultra-fast charging).
– If you are by yourself, ask someone close by to charge your phone for just for a few minutes.
– Some of our stations have emergency charging cables (on the back). But be patient, as they charge much slower than our powerbanks.

What happens if I hold onto the power bank for longer than 8 days?

If the power bank is not returned within 8 days, the initial pre-authorization charge made at the time of your rental will be settled, your current rental will be automatically closed, and the power bank will be considered purchased. To charge the power bank at home, simply use a standard Micro USB cable that is able to be plugged into a wall outlet or computer.

What payment methods can I use to pay for my rental?

We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. Debit cards and gift cards associated with each of these companies are also accepted.

When will my credit card be charged?

Your card will only be charged once your rental is completed. If your rental exceeded the 8 day time limit, the pre-authorization held at the beginning of your rental will be settled automatically.

If your rental does not exceed 8 days, the pre-authorization charge will be automatically voided once the rental is completed.

Do you collect my data or track my location?

Our power banks are designed only to transmit a safe current of power to your device. We do not track your location or in any way, gather personal information from your device. Protecting your privacy is always a top priority for us.

What if my ElectricGo smartphone app doesn’t connect?
Check if you don’t have a problem connecting to the internet with your smartphone. If you are still experiencing difficulties, please contact us.
What if nothing happens when I scan the QR code?

Check if a light is flashing or off on the ElectricGo station. If it is, the ElectricGo station might simply need to be turned on (black switch on the back), plugged in, or restarted. You can ask an employee at your current location for assistance. If you are still experiencing difficulties, please contact us to fix this, meanwhile we invite you to go to the nearest ElectricGo station.

What do I do if the power bank or charging cables are damaged?

If the power bank is damaged or broken in any way, please take a picture, return it immediately, and reach out to us at help@electricgo.co.

Please include any relevant details such as:

  • The phone number associated with the account
  • Approximate time of rental
  • A brief description of the issue
  • Images of the damage
  • Any additional details that may assist us

Our customer support team will reach out within 1 business day with a resolution.

How do I get help if there is a problem with the power bank while I am using it?

For any issues you may have during a rental, please use the “Report a Problem” section at the top of the home screen, while in an active rental. You can also email help@electricgo.co.

What if my ElectricGo powerbank return is not accepted?

Check if you don’t have a problem connecting to the internet with your smartphone. If you are still experiencing difficulties, check whether screen light is off; if it is, the ElectricGo Power station may simply be turned off or unplugged, or may need to be restarted. If you are still experiencing difficulties, please contact us.

My power bank becomes warm while charging, is this normal?

Yes, as the power bank charges your device, it will discharge a low amount of heat. This is completely normal and standard across all charging devices.

Using your device while actively charging will increase the average operating temperature.

What devices can I charge?

Each ElectricGo powerbank comes with 3 charging cables: Lightning, micro USB and USB-C. It means you can charge the vast majority of Android and Apple smartphones and tablets (Asus, Blackberry, HTC, Huawei, LG, Honor, Nexus, Nokia, Samsung, Sony, Xiaomi…), but also many other electronic devices such as some mobile phones, Bluetooth speakers, MP3 players, cameras, readers, laptops, gamepads…

How long does it take to fully charge a device?

It takes on average 60 minutes to fully charge a mobile device, but this might slightly vary depending on your device.

Can I charge the ElectricGo powerbank in case I keep it for a few days?

Yes, you can charge the ElectricGo powerbank. You’ll just need a micro-usb cable.

What if the ElectricGo powerbank I just rented doesn't charge my device?
Check if the ElectricGo powerbank is switched on by pressing the button on the side: a blue light should turn on. If it still doesn’t charge, put the ElectricGo powerbank back in the ElectricGo Power station and take another one. You won’t be charged for the first one. Then, please contact us mentioning when and where it happened so we can quickly fix this.
What should I do in case of damage or crashes?
In case of any of damage or crashes, please contact us within 24 hours.
How can I dispute a billing or request a refund?

If you have a problem with a rental, which we hope won’t happen, please contact us within 10 days after the payment you are disputing, clearly stating the email address or phone number associated with your ElectricGo account, the date of the transaction and the description of the problem you encountered.

Need help with something not answered above?

Please send any additional questions to ElectricGo customer support. You can reach us at help@electricgo.co.