Q&A for Buyers and Users

With ubitricity you can rely on an experienced partner who has the answers to your questions about charging infrastructure, billing solutions for electro mobility or green energy. We have compiled the most frequently asked questions here.

Charging Questions

What happens if mobile communication fails? Can my EV charge then?

In this case, a subsequent data transaction enables charging by using an expiring certificate that actualizes itself when reconnecting online.

My private chargepoint has just been installed, but each charging process is stopped after a few seconds. What could be the reason for this?

The reason for this may be the polarity of your charging point. In this case, please have a qualified electrician check the polarity of the SimpleSocket and correct it if necessary.

Where can I find the app for my SmartPhone/Tablet?

You can find the ubitricity app in both the Google Play Store and the Apple App Store under “ubitricity”. You can find the links here:

Google Play Store
Apple App Store

I have forgotten my password for the ConnectivityManager. How do I reset it?

Simply click on “Forgot your password” and you will receive a link to reset your password by e-mail. You can then simply enter a new password yourself. If it does not work, send us an e-mail to support@ubitricity.com and we will contact you immediately.

Why are my charges not displayed in the app?

This is probably because the cable had no reception for the transmission of the data. Bring the cable to a place with better reception and the data should be reloaded. If the subsequent transmission of the data did not work, please contact support@ubitricity.com.

The LED of the charge point is off, what should I do?

Please write us an email at support@ubitricity.co.uk or support@ubitricity.com or use the “Report a problem” form which can be found on our web app or call +44 800 024 6279 (UK) or +49 30 364 288 300 to report the issue.

Why didn’t my charging event start after I have followed the instructions on the web app?

Please ensure your cable is plugged in properly.

Please unplug your cable and start the process again. Once you have entered your payment details please wait for a connection between the car and the charge point to be established. Once a mobile connection has been successfully established, the button at the bottom of the payment page will be visible, and you need to click it to start charging.

Some EV models require a different plug-in sequence for our charge point to connect to the vehicle successfully. Please try again using the following sequence:

Step 1: Unplug the cable from the charge point.

Step 2: Scan the QR code

Step 3: Connect your cable to the charge point.

Step 4: Allow the charging event to start. Follow the on-screen instructions to activate the charge session. Once on-line connection has been automatically established by the charge point you will be able to enter your payment details (or select a payment card previously stored on you Smart Phone).

Continue to follow the instruction to commence your charge session.

Step 5: Once charging has started plug your cable into the car.

Why was there no power drawn during my charge event?
  1. Your car may already have a fully charged battery, please check your battery level.
  2. This could be due to a faulty charge point, please check for the correct LED colour during the connection process (BLUE when the socket is available to use, then ORANGE when the cable is plugged in but the charge event has not started, then GREEN when charging).
  3. You may not be plugged in correctly, please unplug your cable and reconnect the cable correctly.
  4. There may be a local power outage.

If the solutions above, do not work please call our customer service team on call who will be happy to help.

How can I find charge points near me where I can charge with a standard cable?

You can use the charge point search function in our app for iOS or Android or on our website to find charge points that are configured for charging with a standard cable. Please filter the results by selecting “DirectAccess only”.

In the app, you can recognise DirectAccess charge points by the “plus” in their descriptions.

On the ground, charge points configured for DirectAccess can be recognised by a sign with a QR code attached to the lamp post.

How long will it take my EV to charge at a charge point?

Charging times depend on the battery capacity of your vehicle, the power output of the charge point and the rating of the charging cable. Generally, you can calculate your charging time by using the following formula: Time = battery capacity of your vehicle / power output of charge point (which depends on the charge point or the charging cable). The power output usually available at our charge points is 5.5 kW.

For example:

85kWh (battery capacity) / 5.5kW (power output) = charging time of roughly 15 hours if a 32 ampere charging cable were used.

Using a cable with lower ampere would limit the power output which would mean a longer charging time.

I can’t unplug my cable from the charge point, what should I do?

Don’t panic, this can happen! Please call our customer service team on +44 800 024 6279 (UK) or +49 30 364 288 300. One of our team members will be able to talk you through what to do to release your cable from the charge point.


Is there anything I must be aware of when charging?

Please ensure your charging cable is tucked away when your car is charging, this is to avoid accidents such as trip hazards to yourself and pedestrians.

Be aware when using our charge points that there may be parking restrictions where parking fees may apply. These are independent from any ubitricity charges.


How do I end a charging session?

If you want to end your charging event, please use the following steps.

Step 1: Unlock your car and unplug the cable connected to it. Please ensure you always unplug the car first.

Step 2: Wait until the charge point LED is orange.

Step 3: Unplug the cable from the charge point.

Why am I being charged a preauthorisation fee?

UK specific: A £6 charge is temporarily held from your card to ensure payment for your charging event. Anything you don’t use will be refunded in 5-7 working days.

General Questions about Electric Mobility

Driving free of emissions – is that even possible?

As of now, no car, not even an EV, is totally CO2-neutral when taking into account its whole life-span. But renewable energies produce no emissions in the actual production process – which means that your EV drives practically free of emissions if you charge renewable energies. Also, driving EVs reduces greenhouse gas and particulates emissions. It’s crucial to charge renewable energies – otherwise, greenhouse gas emissions are not reduced but only shifted. Also, EVs emit next to no heat or noises, making them friendly to their direct environment and, overall, to the climate.

What does controlled charging actually mean?

A consumer is controlled by regulating the amount of electricity that he or she draws from the grid at a given time. For example, the vehicle is only charged when there is a lot of renewable electricity flowing through the grid and the electricity is therefore particularly cheap. If all the electric cars in a street want to charge at the same time, local grid bottlenecks can also occur. The control system relieves the load on the power grid and our charging control system ensures that you can still start your next journey with a full battery – so we make the power grid intelligent. This is how a smart grid of mobile consumers is created.

What happens if too many people want to charge their EV at the same time? Can the power grid handle the workload?

The current capacities of the power grid are sufficient even if many electric vehicles are charging at the same time, as long as the charging network consists mainly of normal chargers (also known as AC chargers, 3.7kW-22kW) and effective load management is in place.

What are the use cases of controlled charging?

In certain cases, the installation of a charging control system will not only make sense in the future, but will also be absolutely necessary, e.g. when equipping underground car parks with charging points. In order to avoid having to expand this connection at great expense in properties that already have a mains connection, a charge control system will be installed here so that the maximum consumption is not exceeded. Otherwise the grid connection would have to be renewed by expensive and complex civil engineering measures. Another important application of controlled charging is the case of a solar system on your own roof or other own electricity generation. In order to reduce one’s own electricity costs, the control system can be used to maximise one’s own consumption and thus consume one’s own electricity. With the ubitricity system it is also possible to charge self-generated electricity anywhere – the amount of electricity drawn at the charging point is precisely measured and taken at the own plant. This means that you do not have your own electricity directly in your car, but the amount in the grid is correct.

How can EVs be of service to the grid if they’re nothing more than another consumer?

In the first step, EVs are actually nothing more than another consumer that needs to be connected to the grid in order to be of use. But making use of smart grid integration and ubiquitous charging infrastructure, EVs could be much more than that. Their batteries become a distributed saving network, balancing energy shortages by giving a little of their charged electricity back into the grid or absorbing overproduction. Those grid services are summed up under the term “Vehicle to Grid”.

What is the annual consumption of an electric car?

The question of fuel consumption of an electric car can of course only be answered approximately. This depends on various factors, such as the individual driving behaviour or the vehicle model. In general, however, it can be said that the consumption of an electric car is on average similar to that of a one-person household.

Questions before purchasing

How are you protecting my data?

Users’ and data’s security are our top priorities when developing the systems. We’re using a so-called end-to-end security which employs an authenticated authorization using a PKI (Public Key Infrastructure) between the components. Additionally, communication is encrypted. Our security concept has been developed in cooperation with the Security Working Group of the National Metrology Institute of Germany.

Who takes care of building the infrastructure?

Once you have identified the locations where the convenient charging points are to be created, ubitricity takes care of setting up the infrastructure. Very simple and not complicated.

What charging capacity is available at ubitricity charging points?

The maximum charging capacity of our SimpleSocket is currently up to 5.8 kW (25 A 1ph) in the UK. As we are a supplement to conventional charging infrastructure, especially in the area of “low power, low cost”, this also corresponds to many of our typical applications.

If the answer to your question is not here, we will be happy to answer it for you personally!

Talk to us!

Learn more about the ubitricity Charging Solutions from our EV charging experts.

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