Thank you for choosing Greenbox Mobility powered by Greenbox Energy Solutions. Below you will find answers to the most frequently asked questions about charging at Greenbox Mobility Charging Stations. For additional information or assistance please call us Tollfree at (888) 674-7391.
Registration
How to start the registration process on the Greenbox Mobility App?
Please install Greenbox Mobility App on your smartphone (available for iOS or Android devices) and follow the steps of registration according to the User Guide.
Is there a cost for using the Greenbox Mobility App?
Our app is free of charge. However, you need to add your payment method to charge your car but there are no extra fees for using our app.
Payment
What are the available payment methods?
The payment methods that can be used are credit cards and debit cards.
Will I be automatically charged when entering my payment method into my profile?
Our app only incurs costs when you use our charging stations to charge your car. However, there might be a small authorization fee displayed on your credit card account. This is not an actual charge but rather an authorization hold, intended to validate the accuracy of the payment information you provided.
How can I update my payment information?
To update your payment information, go to the app’s main menu and select “Payment Methods”. There, you can add new cards as your payment method. Note that the most recent card you add will be default and will automatically be used to process your payment for charging your car.
How much does charging a car cost?
Charging rates are displayed on the Greenbox Mobility App when selecting a station. This rate can vary between locations and equipment types. The cost is calculated in USD per kWh. The total cost to fully charge your EV depends on the EV’s battery size and the car model. After finishing the charging session, you can find the total cost of the session in your app in the section “Sessions history” and “Invoices”.
How often am I billed for charging my car?
Invoices for your charging expenses are generated and payments are processed on a monthly basis. At the start of each month, you will receive an invoice from us, sent via email, detailing your expenses from the previous month. The cost indicated on your invoice will be automatically charged to your card.
How do I know if there is an outstanding invoice?
Visit “Sessions history” on the app’s menu to view if your sessions have been “Paid” or are still a “Draft”. Your payments will be processed at the end of every month. Please report to us via “Report an error” if there is a problem with payment processing.
Charging your Car
Do I need to register on the Greenbox Mobility App to use the Greenbox charging station?
Yes, you need to download the Greenbox Mobility App on your smartphone and register as a user on the app to be able to use the Greenbox chargers. Once you have signed up and entered your payment method, you will also receive instructions on how to get an RFID Card. This is optional and you can use the card instead of the app. The RFID card will be linked to your user profile and payment method that you provided during the registration on the Greenbox Mobility App. Without a valid user profile and payment method the RFID card cannot be issued and used.
Which chargers are available?
The types of chargers available are L2 and L3 chargers. The L3 (DCFC) chargers are currently rated with a power output between 60-240 kW. L2 chargers are currently rated with a power output between 9.6-19.2 kW. The L2 chargers are equipped with charging connectors SAE J1772 Type1 standard. The L3 chargers are equipped with CCS1 charging connectors. Level 2 charging is the most common EV charging type and is compatible with all electric vehicles sold in the United States. DC Fast Chargers offer a faster charge than Level 2 charging, but are not compatible with all electric vehicles.
Which EVs are compatible with Greenbox chargers?
In the United States, Greenbox Level 2 charging stations are compatible with all electric vehicles that use the J1772 plug, which is standard on all North American vehicles. The chargers can also charge Tesla model vehicles with the Tesla/NACS adapter available directly through Tesla. For L3 DC fast chargers, please check your vehicle manual for compatibility with standard CCS1 connectors. In the future, some Greenbox charging stations will also feature a NACS plug.
How do I know if the AC-Charger is charging my EV?
Once a charge has been initiated either through using the Greenbox Mobility App or the linked Chage Card (RFID card), the light on the L2 charger will display blue. The charger screen will also indicate charge status. Most EVs also display current charging status in the dashboard of the vehicle. And you can also track the current charging status in the Greenbox Mobility App. On your charging display, you can see the following units:
the output speed of the charger in kW
number of kWh that have been charged to your vehicle
the duration of charging
the duration of time when the charging is inactive (this may indicate that you have reached optimal charging)
the percentage charged
and the cost of charging thus far
How do I start a charging session?
Use the Greenbox Mobility App to find the nearest charging station. Select the desired location from the list and view its details. Park your EV in the designated spot in front of the charger and plug the charging cable in your EV. Choose the correct station by scanning the QR Code on the charger or comparing the name displayed on the charger with the one in the app. Once you have selected the correct charger and connector, click "Start Charge" on your app to begin the charging session. At any time, you have the option to stop your charging session via the Greenbox Mobility App. Only registered members on the Greenbox Mobility App are eligible to receive a Greenbox Charge Card (RFID card). To charge using the Charge Card (RFID card) hold your Greenbox Charge Card to the RFID reader on the charger and follow the on-screen instructions. Use the RFID card to stop your session at the charger as well.
How do I know that the charge is completed?
There are two options, first the EV Driver can set the optimal charging percentage in the dashboard of their car, according to the cars user manual. If this is set for example at 80% the charging will stop automatically when 80% charge is reached. The second option is that the session may also end automatically when your car has reached 100% charge rate. You can check on the Greenbox Mobility App under “Sessions in progress” and track the percentage of the charge rate reached thus far. If you enable notifications on the app, you will also get a notification once the charging session is completed. Of course, you can also stop the charging session any time you wish on the Greenbox Mobility App from anywhere or using your Charge Card (RFID card) at the charger.
How do I finish the charging session?
To stop the charging session, tap the “Stop” button in the Greenbox Mobility App under the menu point “Sessions in progress”. The pop-up “STOP TRANSACTION” will appear. Select “YES”. Only after stopping the charging session will the connector unlock. Depending on your car model, an additional unlocking of the connector in the car may be required. Unplug the connector from your vehicle and place it back on the cable-holder of the charging station.
Can I charge if a charger is offline?
If you encounter an offline L2 charger, you can begin charging using your Charge Card (RFID card). The station will charge your battery normally and store the session information locally. When the charger reconnects online, it will automatically transmit the session information to Greenbox, and you'll receive a bill accordingly. If the charger is offline due to a power outage, you will not be able to charge until power is restored.
Can I remove the charging connector at any time during the charging process?
During the charging session, the connector is typically locked to the vehicle. This is a safety measure to prevent being on the receiving end of high voltage. So, to disconnect the cable, you will first need to end the charging session on the app or at the charger with your Charge Card (RFID card). After ending your charging session, the charging socket lock automatically unlocks and you can unplug the charging cable. Depending on your EV type additional unlocking on the dashboard of the car or unlocking the car with your key(card) may be required.
How fast can I charge my car?
Charging an electric car takes different amounts of time based on the rate at which the car can get the charge and what type of charger you are using. Using a Level 2 EV charger, going from empty to full usually takes a few hours to overnight. Refer to your vehicle's owner's manual for more detailed information.
Support
What can I do if a problem occurs during my charging process?
You can call the hotline Tollfree (888) 674-7391. An operator will assist you to solve your problem. You can also visit the main menu on the app and tap “Report an error” to describe an issue. Please describe your problem and an operator will be in touch with you.
What can I do if a non-EV car is parked in an EV parking spot?
Depending on your location, you can inform property management of the issue and use another charger available nearby while the issue is solved.
Refunds
Refunds can be issued through the “Report an error” feature on the main menu of the Greenbox Mobility App. Name the ticket as “refund” and describe your problem. Please visit the app guide if you cannot access it.