Enquiries and Help

For help with charging try our FAQs or

24hr helpline: 03300 101 757

For general enquiries please use our contact form below, or for urgent enquiries call 0800 058 8400

Press Office

Contact our Press Office:
0117 214 1250

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Frequently asked questions

How much will it cost to charge my car?

Our simple PAYG tariff is 40p/kWh (inc. VAT) using a contactless bank card or the Osprey Charging App (billed monthly).

Please note if you are using a third party app/card, we do not have control over pricing.

How do I pay for my charging session?

You can pay for your charging session using contactless payment via the Osprey App, credit or debit card, ApplePay or Android Pay.

You can also pay for charging through these third party apps; Shell Recharge card/app, NewMotion card, The e-tron Charging Service (eCS) card/app, Plugsurfing key/card and Allstar One Electric cards.

The contactless payment terminal is found on the charger itself, under the screen.

Can I pay with American Express?

At present, our contactless payment terminals cannot accept American Express cards.


Can I pay using my Allstar One electric card?

We accept Allstar One Electric cards at all of our Osprey Charging chargepoints.

Allstar One Electric cards can be used at our chargers as an ‘RFID card’

Simply turn up at the charger, choose ‘RFID’ as your payment method and tap the Allstar card on the RFID reader (labelled on the charger). When finishing the charge, tap the Allstar card again when prompted to access your session and stop the charge.

Why am I seeing £5 on my card statement?

When you pay by contactless debit or credit card, a pre-authorisation amount of £5 is reserved on your card. This will be replaced with the actual charge amount, usually at the end of the charge but sometimes (depending on the bank) within two working days of your charge.

How long does it take for the pre-authorisation to clear?

Normally the pre-authorisation amount is replaced by the actual charge amount within at the end of the charging session (if it appears at all).

If you are using a non-traditional bank’s debit/credit card then the settlement rules can be different, and the pre-authorisation can take up to 2 working days to disappear.

If you had a failed charge, it can also take up to 2 working days to disappear.

Where can I access my receipts and charging history?

The best way to access your receipts and charging history is to charge using the Osprey Charging App, which gives you direct access to these, as well as monthly billing.

If you need a receipt for a charge that was started by contactless bank card, or have a query about payment, please email support@ospreycharging.co.uk with the chargepoint, date of charge and last four digits of the bank card you used to pay.

How do I use an Osprey Charging electric car charger?

Simply park in the allocated EV charging bay and follow the instructions on-screen at the charger.

Do I have to register or be a member to use a charger?

No. You can use our chargers on a pay-as-you-go basis, without having to register or pay a subscription fee.

What kind of charger connectors do you have?

Each rapid charger is equipped to charge all EVs currently on the market, with CHAdeMO, CCS or Type 2 AC charging standards.

How do I find my nearest charge point?

You can find your nearest charge point, including all the chargers in the UK, by using the Osprey App or Zap Map.

How do I know if a charger is up and running?

You can see whether a charger and its connectors are available or experiencing issues by clicking on their location markers on Zap Map.

Do I need to bring a cable?

Our rapid chargers have their own connectors for the CHAdeMO and CCS (DC) connections.

Some of our chargers’ AC connections require your own standard cable.

What happens if someone has pressed the emergency stop button?

The emergency stop button (located on the front or left side of the charger) immediately stops charger operations. The charger screen will display an emergency stop message and instructions to re-set.

If there is no emergency, you can twist the red button clockwise to release the emergency stop and return the charger to normal.

Always follow on-screen instructions.

What do I do if a charger isn’t working or my car won’t charge?

If you’re having problems with a charger, please call the support number displayed on the charger, or email support@ospreycharging.co.uk. Let them know your location and what’s happened so our team can assist you.

Can I charge my EV to 100% at a rapid electric car charger?

Yes. However, due to battery design, the last 20% of charge can take almost as long as the first 80%, so it’s worth factoring this into your visit. Some cars stop the session at an 80% charge, so you will need to start a new session to top this up.

Which charging standards (plugs) does Osprey Charging provide?

Osprey Charging provides the following three charging standards at each charger:

  1. CCS (50kW) for BMW, VW, Chevrolet, GM, Porsche, Audi, Hyundai
  2. CHAdeMO (50kW) for Nissan, Mitsubishi, Peugeot, Citroen, Tesla, Daimler
  3. AC Type 2 for Renault, Tesla, Daimler, Smart, BYD

Can I charge my EV if another vehicle is charging on one of the connectors?

Yes. Our charge points provide simultaneous charging on the AC connector and either one of DC CHAdeMO or CCS connectors.

What happens if a non-EV is parked in one of the EV bays?

Almost all Osprey Charging sites have two rapid chargers and multiple allocated charging bays. So there should usually be a free bay if this happens. But we know that this is a problem so have agreed with local authorities to enforce the bays with parking penalties for non-EVs, where we can.

How long can I stay at an Osprey Charging charger?

Please check signage on site: the majority of our chargers do not have a time restriction, and you only pay for the electricity you put in your car. However, some carpark owners (e.g. Councils) have a maximum stay in operation across the carpark, which also applies to the EV bays. Where this is the case the signs will clearly state the maximum time allowed.