Frequently Asked Questions

1. How do I create a SWTCH account?

Download the SWTCH mobile app on the App Store (iOS) or Google Play (Android). Alternatively, you may register by going to charge.swtchenergy.com on a mobile or desktop browser.

2. Do I need a SWTCH account?

No! Guest checkout is available via the SWTCH mobile app and charge.swtchenergy.com. Simply type the charger ID into the search bar on the homepage and follow the on-screen instructions. Note: If the charging station you're trying to access is considered private access, a SWTCH account is required.

3. What is a charger ID and how do I locate it?

Every SWTCH charger has a unique ID indicated on the front face of the physical machine. It should be 4-6 characters long (e.g., SH45). Note: Certain private-access charging stations may not have an ID.

4. How do I start SWTCH’s chargers?

There are three ways to start a SWTCH charger: (1) using the SWTCH web app at charge.swtchenergy.com, (2) using the SWTCH mobile app, or (3) using a SWTCH Charge Card (e.g., RFID). If using the SWTCH mobile app, type the charger ID into the search bar on the homepage or use the map feature to identify the charger. 

5. How do I request a SWTCH Charge Card (e.g., RFID)?

• Using SWTCH Mobile app: Open the SWTCH mobile app, make sure you are logged in, then press ‘Request Charge Card’ in the drop-down menu at the top right.
• Using SWTCH Web app: Go to charge.swtchenergy.com, make sure you are logged in, then press the menu at the top right > Settings > Request charge card.

6. How do payments work?

SWTCH operates on a wallet system where your wallet is automatically loaded with a $20 balance when you sign up. If your wallet balance falls below $5, it will auto-reload using your configured reload amount between $20 and $100.

If using a Credit Card Terminal, a pre-authorization hold is placed on your credit card. After the charging session is completed, only the actual amount used is billed, and the remaining hold is released back to your available balance.

7. How much does it cost to charge?

Hourly usage rates vary by location. You can find out the price of a specific charger by searching by charger ID on the mobile or web app.

Charging rates and loitering fees for each charger are set by the property owner and can be viewed in the app or web app before starting a charging session.

8. Why won’t my car start charging?

Check to make sure the charging cable is securely connected to your vehicle, and make sure your charging schedule is disabled.

9. Why am I being asked for an access code?

By default, SWTCH’s chargers require an access code while installation and final commissioning is in progress. If a charger is publicly accessible, it will not require an access code once commissioned and available for use.

If the charger is fully commissioned for use and requires you to input an access code, it is likely available for private use by residents or tenants only. We suggest contacting your property manager or employer to request access.

10. Will I be charged for the entire time period that my vehicle is plugged in?

You will typically be charged only for the time period during which your vehicle is actively charging.

Exception: Certain chargers may have a time limit and/or loitering penalty applied. If a loitering penalty applies, it will be clearly communicated by the charger owner and displayed in the SWTCH mobile app before starting a charging session.

Loitering fees are determined by the property owner and may apply:

• after your vehicle stops actively charging,
• after a specific grace period,
• or after a fixed charging duration or time limit has been reached.

Depending on the property's configuration, loitering fees may apply even if the vehicle is still drawing power or the battery has not reached 100%.

The timing, grace periods, and fee structure vary by location and are displayed in the charger details within the SWTCH app and web portal before starting a session.

Drivers may also receive app or email notifications when loitering fees are about to begin. To improve notification reliability, ensure notifications are enabled in both the SWTCH app and your device settings.

If you believe a loitering fee was applied incorrectly due to active charging status, a system issue, or a notification problem, SWTCH Support can review the charging session and may submit a waiver or refund request to the property owner on your behalf. Approval of refunds or waivers is determined solely by the property owner or site administrator and cannot be guaranteed.

11. The hourly usage rate is too high. Can you reduce the rate?

We wish electricity could be free all the time, for everyone! The hourly usage rate is defined by the charger owner and it is not possible for SWTCH to reduce the rate for you.

12. I finished charging and am trying to unplug but the connector is stuck. What do I do?

There is no locking mechanism on SWTCH’s level 2 charging stations, however there are locking mechanisms on certain EV models. We suggest trying the following:

• Make sure your vehicle doors are unlocked. Try unlocking the car doors using your key fob as well as the physical lock on the inside door.
• Check to see if there is a locking button on the charge port.
• Check to see if there is an emergency stop button on the vehicle in the form of a cord that can be pulled to release the charging cable.
• If none of the above options work, we would suggest searching the forums or YouTube to see if any information is available for your specific vehicle model.

13. How do I reach SWTCH customer support?

Call us! We’re available 24/7 at 1-844-798-2438. We’re also available at support@swtchenergy.com