FAQs.
Find the answers to the most frequently asked questions when using the Osprey Charging network.
Charger FAQs.
If you charged via the Osprey App, you can view and download receipts within your profile in the Osprey App. If your charge was a pay-as-you-go session, you can request a receipt via the handy form from the main menu on this website.
On our Circontrol Raption units, when using a contactless debit or credit card, a pre-authorisation amount of £25 is reserved on your card. The pre-authorisation amount is then cleared within a few working days of your charging session and you will only be billed for the kWh used. Please note that some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
When using the Osprey app or Osprey RFID card, we may take a £25 payment reservation (pre-authorisation). At the end of a charging session, we will only bill you for the energy you used. If your session didn’t start as expected, you can retry, and we will reuse the existing pre-authorisation. Payment reservations are usually adjusted a few minutes after the end of your charging session. If you charged above the £25 you may see two pending Osprey charges on your account, £25 and the remainder over the pre-authorisation amount. While the transaction is updating you will see “payment due” or “pending” as the status in billing. Some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
Normally the pre-authorisation amount takes a couple of working days to clear in the banking statement. If you had a failed charge and no charge took place, the full pre-authorisation payment will be returned to you within a few working days. Please note that some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
When you charge with Osprey, an initial pre-authorisation amount (£25/£45) is reserved on your account. At the end of the session, Osprey will bill you for the final payment amount. If the final charge is more than the pre-authorisation, this will appear as two transactions on your statement. If the final charge amount is less than the pre-authorisation fee, the difference will appear on your statement as a refund. Any payment reservations are returned, and you will not be charged twice for the same transaction. If you notice duplicate transactions that do not fit the above description on your Monzo account from Osprey, we recommend reaching out to Monzo directly to discuss the true payment status. Monzo has provided guidance on how to report such issues through their app: Tap on the transaction that isn’t displaying correctly. Scroll to the bottom of the page and tap on "Improve name, location, or logo". Monzo will then take a closer look at the transaction and assist you further. Alternatively, you can also contact Monzo via chat or email for additional assistance.
Some of our chargers (Tritium and Kempower units) will perform a payment reservation (pre-authorisation) of £45 on your bank account. This is just a pre-check and is not actually taken from your bank account. Please note that some banks (including Monzo, Starling and Revolut) will show this as a transaction on your statement, however, the charge is pending and will usually clear in a few working days.
Our simple PAYG tariff is 79p/kWh (inc. VAT) using a contactless bank card or our Osprey app. We also accept third-party charging cards (price dependent on the provider).
You can pay for your charging session using contactless payment via credit or debit card, ApplePay or Android Pay. You can sign up for an Osprey Account, where you can use an RFID card or charge via the Osprey App. You can also pay for charging through various third party apps and RFID cards including ZapPay, Shell Recharge, Elli, Octopus Electroverse and Bonnet.
No, all of our chargers have contactless terminals.
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 car park owners have a maximum stay in operation across the carpark, which also applies to the EV bays. Where this is the case the carpark signs will clearly state the maximum time allowed.
If the charger appears offline and has red lights showing check the emergency stop button is released (red button located on the left side of the unit). Pull the button out and press restart on the screen. After a few moments the lights will change to green. The charger is now ready to use. You can find a video showing how to do this here.
At Osprey, we are continually developing new locations and working diligently to bring them to life. However, due to sensitivities and timing constraints beyond our control, we are unable to share specific details about sites currently in development. Keep an eye on our social media platforms, or sign up to our Osprey newsletter to be among the first to receive updates on the latest Osprey sites, exclusive offers, and exciting news.
How-to videos.
Our collection of simple guides and videos to see how to charge on our electric car charging stations, how to charge using our app and how to end a charging session.
Osprey App FAQs.
When updating your payment card details on our Osprey app, please ensure the relevant card information is entered manually, rather than selecting stored card details saved on your phone device. This will ensure the card details being entered are correct and the process is accepted. We accept all major credit and debit cards. If you have any issues adding card details, please contact us at: [email protected].
Within the Osprey app, select ‘Profile’ and then ‘Sessions’ – then select the session/s you wish to view and click download VAT receipt.
Within the app, select ‘Profile’ and then ‘Charge History’, you will be able to view your previous charging sessions.
The cost to charge is a flat rate of 79p per kWh. There are no additional fees to charge via our Osprey app.
When using the Osprey app or Osprey RFID card, we may take a £25 payment reservation (pre-authorisation). At the end of a charging session, we will only bill you for the energy you used. If your session didn’t start as expected, you can retry, and we will reuse the existing pre-authorisation. Payment reservations are usually adjusted a few minutes after the end of your charging session. If you charged above the £25 you may see two pending Osprey charges on your account, £25 and the remainder over the pre-authorisation amount. While the transaction is updating you will see “payment due” or “pending” as the status in billing. Some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
On the front of the Osprey RFID card, there will be a number. Within the ‘Profile’ section of the Osprey app, select ‘RIFD cards’. This is where you can assign your RFID card number to your account.
Contact us.
If you haven't found an answer to your question yet, please get in touch with us and a friendly member of staff will be able to assist further.
