FAQ

TotalEnergies operates the largest charging network in Singapore with more than 1,500 charge points. There are close to 500 EV charge points within the network accessible for public use.

If you are using the website, select "Log in" at the top of the page, then "Sign Up" and follow the steps.

If you would like to use the mobile application, first download the TotalEnergies Charging Services mobile application on Apple Appstore or Google Playstore.

Once done, go to the menu and select "Account", then "Sign Up" and follow the steps.

You can charge your electric vehicle without an account. However we recommend creating an account so you won't have to enter your payment details each time you use our charging services. It also enables you to track past transactions and book a charge point up to 45 minutes in advance!

Some of the benefits include:

• Preferential charging rates
• Not needing to re-enter your payment details for every new charging session
• View your charging history
• Book a charge point in advance to avoid disappointment

First, create an account on the website or mobile application.

Next, select "Subscriptions & Offers" in the main menu and choose your preferred subscription plan.

Finally, you will receive a confirmation email and your membership card will be mailed to you within 5 business days.

If you haven't received the confirmation e-mail, check your spam inbox.

You will need your membership card in order to access your subscription benefits.

If you require immediate use of the charging network, you can still make ad-hoc charging sessions without a subscription by using our Pay As You Go (PAYG) offer.

Your account may be suspended due to outstanding bills) and/or an expired bank card, or any other reasons stated in our Terms & Conditions.

For more information, please contact our Customer Service, available at +65 6250 0614 (24/7).

You can simply cancel a subscription from the 'My subscriptions' section, by clicking on 'Cancel' and following the instructions on the screen. You can also contact our Customer Service at +65 6250 0614 (24/7) to modify or cancel a subscription.

Call us at +65 6250 0614 (24/7) to request for a new membership card. Your missing membership card will be blocked immediately to prevent any fraudulent

usage.

Please note that a $10 fee will apply when issuing a new membership card.

You can contact us by email at customer.tecss@totalenergies.com or by phone at +65 6250 0614 (24/7).

Locate our charging stations on the mobile application or website.

Our network features AC "Type 2" and DC "Combo CCS" charging points, fully compliant with Singapore's national standards. If your electric vehicle is compatible with these types of charge points, you can charge it on our network.

You will need an account and a subscription to enjoy this feature.

To book a charge point, you can do it via the mobile application or the website.

Do note that your booking will be available for 45 minutes and there is a booking fee of S$2.

To start charging, tap your membership card on the charge point.

Yes you can. Do note that the booking fees applied will not be refunded.

Please contact us at +65 6250 0614 (24/7) for immediate technical assistance.

Yes, you can still start a charging session by scanning the QR Code or from the mobile application. Do note that without your membership card, standard Pay As You Go (PAYG) rates will apply.

The time to charge your EV depends on your vehicle model, power rating of your vehicle on-board charger and battery level before starting a charging session.

Please contact your vehicle manufacturer to find out more about your vehicle.

As electric vehicles have been designed to resist bad weather, it is therefore possible to recharge an electric vehicle during wet weather conditions.

You can delete your account via the website application or mobile application by clicking on the "Delete your account" button in your account management page.

Your account will be deleted after we have verified that there are no outstanding payments. Do note that once your account is deleted, you will not be able to access your history and/or invoices anymore.

Prevailing parking charges are applicable for occupying the carpark lot while charging your electric vehicle.

Log into your account via the mobile application or website. Select "Account" then "Payment" and you will be able to update your information.

Pre-authorization only applies to our Pay As You Go (PAYG) customers. Pre-authorization refers to a temporary hold or reservation placed on funds in a customer's bank account. Pre-authorized funds do not leave the customer's bank account, but these funds will not be available until the pre-authorization is

Pre-authorization allows customers to use our services when the final value of the transaction is unknown. It is a common practice amongst services including fuel, car rentals, and hotels. It also protects service providers from potentially fraudulent transactions. For example, if a customer does not have adequate funds available to pay for a transaction in full.

Log into your account via the mobile application or website. Select "History" for all your charging history at a glance. Or, select "Documents" then "Invoices" to view your transaction invoices.

Payment receipt is also sent to your email after completing a charging session.

Please check your spam/junk mailbox if you did not receive it.

The Pay As You Go (PAYG) option enables you to use TotalEnergies charge points immediately without subscribing and without using a membership card.
To start a PAYG charge, scan the QR code on the charge point or visit our station map on our website and select the charge point you want to use. You will simply need a valid debit/credit card and a mobile phone with internet access.

Log into your account to view your on-going charging session on the home screen.
If you do not have an account, select "Charging Status" on the main menu on the mobile application or website. You will be prompted to enter your email address and a tracking number will be sent to you for you to view your on-going charging session.