Support

How do I create an account?

Open the app, tap Register, enter your phone number to receive a verification code, then set your name and password. Adding a vehicle is optional but helps with accurate cost estimates.

I didn't receive the SMS verification code

Check that your phone number is correct (including the country code), then tap Resend. If the problem continues, wait a few minutes before trying again, or contact support.

How do I change the app language?

Go to Profile → Language. We currently support English, Traditional Chinese, and Simplified Chinese.

How do I start a charging session?

Plug in the cable, tap Scan in the app, scan the QR code on the charger, confirm the target kWh, then tap Start Charging. You can also enter the charger code manually.

The Start Charging button is greyed out

This usually means the charger is not ready. Common reasons:

• The charging cable isn't connected to your vehicle — plug it in and wait a few seconds.
• The charger is already in use by another session.
• Your wallet balance is not enough for the target kWh.
• The charger is offline — try another nearby charger.

My session stopped unexpectedly

Charging can stop for several reasons: target kWh reached, vehicle finished charging, cable was unplugged, or a temporary charger issue. Check Transaction History for the final session details. If the charger appears faulty, report it in the app or contact us.

What is the grace period and idle fee?

Once charging completes, you have a short grace period (shown on screen) to unplug and move your vehicle. After the grace period ends, idle fees apply to encourage drivers to free the charger. The fee rate and grace duration are shown before you start.

How do I stop a charging session early?

Open the active session screen and tap Stop Charging. The session will end and the final cost will be calculated based on the energy already delivered.

How do I top up my wallet?

Go to Wallet → Top Up, choose an amount, and complete payment with your card. Credits are added to your wallet immediately after the payment succeeds.

My payment was charged but credits didn't appear

Wait a few minutes and pull to refresh the Wallet screen. If the credit still hasn't arrived, contact support with your transaction reference number — do not attempt the top-up a second time.

Where can I see my receipts?

Open Transaction History from the Profile menu. Tap any session to see a detailed breakdown including energy delivered, time, base cost, idle fees, and any applied discounts.

How do refunds work?

See our Refund Policy for full details. In short: charging session payments and wallet top-ups are generally non-refundable. Where we verify a service failure (e.g., charger fault after payment), we issue a refund as Wallet Credit.

How do I reset my password?

On the login screen, tap Forgot Password and follow the SMS verification prompts to set a new password.

How do I delete my account?

See our Delete Account page. Note that remaining wallet credits and promotional bonuses are forfeited upon deletion — please use them first.

How do I change my phone number or email?

Go to Profile → Personal Information. If you can no longer access your registered phone number, contact support with proof of identity so we can help verify the account.

The map is blank or chargers aren't showing

Check that location permission is granted in your device Settings, then pull to refresh the map. If the problem continues, close and reopen the app.

The app crashes or freezes

Force-close the app and reopen it. If it keeps happening, check that you're on the latest version in the App Store or Play Store. If still failing, contact support with your device model and OS version.

I'm not receiving notifications

Go to your device Settings → Notifications → Green Wiser and enable notifications. Notifications are used for charging status, grace period warnings, and important account updates.

Camera won't open when scanning a QR code

Grant camera permission in your device Settings. If permission is already granted, close and reopen the app. You can also enter the charger code manually using the keyboard icon on the scan screen.