Connect Billing End User
Help and Support
Frequently asked questions
1. Payment Methods and Information
We accept all major credit and debit cards, including Visa, MasterCard, and American Express, through our secure third party payment provider.
To update your payment information, navigate to Account, then select Account settings. Next, choose Billing management and click on Update payment details. You’ll be directed to our secure third-party portal to enter your new payment details.
You can view your billing history, navigate to Account, then select Account settings. Next, choose Billing management and click on Manage your billing. You’ll be directed to our secure third-party portal to enter your new payment details.
2. Connect Billing Cycle and Charges
You will receive a single monthly invoice that includes both your subscription fee and a variable energy charge based on your EV charging usage throughout the month. The electricity cost is determined by the rate set by your Owners Corporation or Site Host
Charges are processed on the 1st of each month, covering your subscription fee and the total energy cost for the previous month’s usage. If you signed up partway through the month, your first bill will be slightly lower than subsequent bills.
Your energy cost is calculated based on the amount of electricity you use to charge your EV, multiplied by the rate set by your Owners Corporation or Site Host.
3. Connect subscription Management
To cancel your subscription, go to the Account settings section in the app, select Manage your billing and follow the steps in our secure third-party portal to cancel your subscription. Your access to charging features will be disabled once the cancellation is processed.
Currently, subscriptions cannot be paused. If you no longer need the service, you may cancel your subscription at any time.
Your subscription renews automatically on the 1st of each month.
4. Billing Issues and Support
If your payment fails, you’ll receive a Failed Payment Notification email from us with steps on what to do next. We will suspend your account and deactivate your RFID cards immediately after a payment has failed. This means you won’t be able to use your charger until we receive payment. Make sure your preferred payment method is up to date and has sufficient funds.
We’ll retry the payment 8 times. If successful, we will un-suspend your account and reactivate your RFID cards so you can use your charger again. If we’re still unsuccessful after eight payment attempts, we’ll stop trying. To resolve the issue, please make sure you have sufficient funds or update your payment details in the Account settings of the app.
If you believe you were charged incorrectly, please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll review and resolve the issue promptly.
Can I receive an invoice or receipt?
Yes, invoices and receipts for your payments can be accessed and downloaded from the Account section in the app. We also send you an invoice directly to your email after you’ve been charged.
Trouble Shooting
Payment Method Issues
If any of these issues arise, we will notify you via email directly. Your access to charging features will be disabled until your payment informations is updated correctly.
Failed Payment:
Problem: Your payment didn’t go through.
Solution: Make sure your preferred payment method is up to date and has sufficient funds. To update your payment details, go to the Account settings section in the app, select Manage your billing and follow the steps in our secure third-party portal to update your payment details.
Card Declined:
Solution: Check with your bank or try using a different payment method. To add a new payment method, go to the Account settings section in the app, select Manage your billing and follow the steps in our secure third-party portal to add a new payment method.
Expired Card:
Problem: Your card has expired.
Solution: To update your payment information or to add a new payment method, go to the Account settings section in the app, select
Manage your billing and follow the steps in our secure third-party portal to add a new payment method.
Subscription Issues:
Can’t Cancel Subscription:
Problem: You’re having trouble canceling your subscription.
Solution: If you’re experiencing difficulties canceling your subscription, it’s often due to an unstable internet connection. Ensure you have a stable internet connection and if the problem persists, please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll help you sort the issue.
Subscription Not Updating:
Problem: Changes to your subscription (e.g., cancelling) aren’t reflected in the app.
Solution: This might take a few minutes. If it doesn’t update after a while, try logging out and back in, or please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll help you sort the issue.
Incorrect Subscription Charge or have a charge Dispute:
Problem: You were charged incorrectly for your subscription.
Solution: You can review your billing history by heading to the Account settings section of the app. Next, choose Billing management and click on Manage your billing. You’ll be directed to our secure third-party portal where you can view your complete billing history.
If there’s an error, please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll review and resolve the issue promptly.
Billing Information Issues
Unable to Update Billing Information:
Solution: If you’re experiencing difficulties updating your Billing information, it’s often due to an unstable internet connection. Ensure you have a stable internet connection and if the problem persists, please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll help you sort the issue.
Refund Issues
Didn’t Receive a Refund:
Solution: Refunds can take several business days to process. If it’s been longer, check your refund status by heading to the Account settings section of the app. Next, choose Billing management and click on Manage your billing. You’ll be directed to our secure third-party portal where you can view your complete billing history and refund status. If you’re unable to resolve the issue, please contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll help you sort the issue.
Account Security
Suspicious Activity:
Solution: Please update your payment method right away and contact your bank to report the issue. If you need further assistance, please feel free to contact our support team at info@jetcharge.com.au or call us on 1300 856 328, and we’ll help you resolve the matter.