Question 1

Using the Circontrol Raption Charger

Accepted Answer

Start a charge on Circontrol Charger1. Plug in the vehicle2. Tap the screen if it is on a screensaver3. Select the appropriate numbered connector4. Select payment method on the screen. If using a credit/debit card, then tap on the contactless icon on the RIGHT. If using an RFID card, tap it on the RFID icon on the LEFT. (Tapping a debit card on the RFID icon or RFID card on the card reader will not work!)5. The charger will authenticate the payment method and then show 'authorised' with a green tick6. If not already plugged in, charger will ask to do so7. Charger runs through checks and prepares to start charging. It communicates with the car to do this so it can take a few seconds.8. Car will start charging and show the CHARGE STATUS screen.Stop charge on Circontrol Charger1. Tap payment card on the payment terminal or RFID card on the RFID reader (needs to be the exact same one that started the charge, this is used for identification not payment)2. Select the connector3. Tap the red stop button on the right hand side of the screen 4. Charging summary will appear5. Unplug vehicle

Question 2

Who do I contact if I experience an issue?

Accepted Answer

Our 24/7 support team is available via the helpline displayed at all Source charging locations.Our 24/7 helpline numbers are:UK: 0800 048 2415Northern Ireland: 0800 048 2411Republic of Ireland: 0818 200 145

Question 3

Using Siemens SiCharge D Chargers

Accepted Answer

Starting a charge sessionTap the screen if it is on a screensaver (if you are at a Dispenser unit, please find and use the corresponding Mains unit e.g if A1, go to unit A, if B1 go to unit B etc)2. Select the appropriate numbered connector3. Select payment method on the screen. 4. Select payment method on the screen.If using a credit/debit card, then tap on the contactless icon on the RIGHT.If using an RFID card, tap it on the RFID icon on the LEFT. (Tapping a debit card on the RFID icon or RFID card on the card reader will not work!)5. The charger will authenticate the payment method6. Screen will prompt to plug in vehicle.7. Charger runs through checks and prepares to start charging. It communicates with the car to do this so it can take a few seconds.8. Car will start charging and show the CHARGING IN PROGRESS screenEnding a Charging session1. Select the appropriate connector2. Click stop charging (bottom right of screen). It will say 'do you want to stop charging?' - select stop charging3. Tap the RFID card on the RFID reader or the payment card on the payment terminal (note this must be the same card used to start the session, it is for identification)4. It will show 'charging is stopped' and a loading symbol5. The screen will change to a charging summary. 6. Click the finish button7. Unplug vehicle

Question 4

Who do I contact if I experience an issue?

Accepted Answer

Our 24/7 support team is available via the helpline displayed at all Source charging locations.Our 24/7 helpline numbers are:UK: 0800 048 2415Northern Ireland: 0800 048 2411Republic of Ireland: 0818 200 145

Question 5

What types of chargers are available?

Accepted Answer

Our network features Circontrol Raption Chargers and Siemens SiCharge Chargers. Our chargers are equipped with CCS, CHAdeMO, and AC Type 2 connectors, compatible with all major EV models.

Question 6

Where can I find Source charging hubs?

Accepted Answer

Our charging hubs are located along major routes, urban centres, and key destinations. To find your nearest hub and check real-time availability, use the Source app or visit our Locations page.

Question 7

How fast will my car charge?

Accepted Answer

Source hubs feature ultra-rapid chargers capable of delivering up to 300kW+ where supported by your vehicle. Charging speeds are dependent on location and charger type but all of our hubs have a minimum of 150kW speeds and many offer over 300kW charging.Charging speed depends on:Your vehicle’s maximum charge rateBattery levelBattery temperatureApproximate Ultra-Rapid Charge Times assuming your vehicle has 20% charge and you want to charge it to 80%

Question 8

Why does charging slow down after 80%?

Accepted Answer

To protect your battery’s health, most EVs reduce charge speed above 80%. This is standard for most Electric Vehicles.

Question 9

Why is my charging speed lower than advertised?

Accepted Answer

Vehicle capability and battery temperature affect charge speed - not just the charger rating.

Question 10

Are Source hubs accessible for all drivers?

Accepted Answer

Absolutely! We design our hubs to be accessible for all drivers, featuring spacious bays, clear signage, and special accommodations for drivers with disabilities.

Question 11

How do you ensure safety at your hubs?

Accepted Answer

Safety is paramount at Source. Our hubs are well-lit, continuously monitored, and adhere to strict safety protocols, ensuring a secure environment for all our users.

Question 12

How long can I charge at a Source hub?

Accepted Answer

Charging times depend on site-specific parking restrictions. Please check signage at each location. To ensure fair access, we ask drivers to move their vehicle once charging is complete.

Question 13

Do I need to bring my own charging cable?

Accepted Answer

DC ultra-rapid chargers come with CCS or CHAdeMO plugs - no cable required.AC 22kW fast chargers require a Type 2 cable, which you will need to bring.

Question 14

Is my EV compatible with Source’s rapid chargers?

Accepted Answer

If your vehicle supports DC rapid charging via CCS or CHAdeMO, you can charge with Source.

Question 15

Will my car be able to use your rapid chargers?

Accepted Answer

If your vehicle can accept a DC ultra-rapid charge via a CCS or CHAdeMO plug, you will be able to use our ultra-rapid chargers.

Question 16

Is there an overstay fee?

Accepted Answer

Some sites may apply parking restrictions. Please check on-site signage. We encourage drivers to move once charging is complete to allow access for others.

Question 17

Can I reserve a charging bay?

Accepted Answer

Currently, bays are available on a first-come, first-served basis. Real-time availability is shown in the Source app.

Question 18

Can Teslas charge at Source hubs?

Accepted Answer

Yes - any EV with CCS compatibility can use our ultra-rapid chargers.

Question 19

What if my vehicle only has Type 1?

Accepted Answer

Our ultra-rapid chargers use CCS/CHAdeMO. AC chargers require a Type 2 cable.

Question 20

Can I see the price before I start charging?

Accepted Answer

Yes - pricing is clearly displayed on the charger screen and within the Source app before you begin your session, or check on our pricing and subscriptions page.

Question 21

Why is roaming pricing sometimes different?

Accepted Answer

Roaming partners may apply their own pricing structure. We recommend checking your roaming provider’s app before starting a session. To view our roaming partners, visit this page.

Question 22

Why do I see a £25 or £45 charge on my bank statement?

Accepted Answer

A pre-authorisation amount of £25 or £45 (depending on which type of charger you are using) is held at the start of a session. Once charging is complete, only the actual kWh used is charged, and the pre-authorisation is released. This process varies depending on your bank.Did you know you can avoid pre-authorisation if you sign up to one of our plans, at no cost? Find out more here.

Question 23

When will the pre-authorisation disappear from my account?

Accepted Answer

Pre-authorisations are released automatically after your session, but the time varies by bank (typically 1–5 working days).

Question 24

How much does it cost to charge my EV?

Accepted Answer

We offer transparent and competitive pricing. To see the latest rates, visit our pricing page or check the Source app.

Question 25

What payment methods are accepted?

Accepted Answer

We accept:Credit/debit cardsContactless payments (Apple Pay, Google Pay)Source app paymentsRFID cards for membersVia Roaming Partners (view here)

Question 26

Are there subscription plans available?

Accepted Answer

Yes! Flexible subscription plans are available to provide greater savings and convenience. Stay updated by visiting our Pricing and Subscriptions page.

Question 27

How do I get a receipt?

Accepted Answer

If you are using Source Connect App or Source EV RFID, you will get the receipt in your registered email address or you can view invoices for your charging sessions on our app.If you do not have a Source app, you can request a receipt from our Customer Service team at evsupport@source-ev.com with the details of your charging session.Please note that “Anonymous” Pay As You Go charges are not eligible for any receipt at all.

Question 28

Who do I contact if I experience an issue?

Accepted Answer

Our 24/7 support team is available via the helpline displayed at all Source charging locations.Our 24/7 helpline numbers are:UK: 0800 048 2415Northern Ireland: 0800 048 2411Republic of Ireland: 0818 200 145

Question 29

What happens if the charger stops mid-session?

Accepted Answer

You’ll only be charged for the energy delivered. If needed, contact support using the number on the charger.

Question 30

How often are chargers maintained?

Accepted Answer

Our hubs are monitored remotely and maintained regularly to ensure high uptime.

Question 31

Do I need to download the app to charge?

Accepted Answer

No - you can pay directly with contactless bank cards. The app provides added convenience, receipts and session tracking. Plus, with our plans you can save money per charge. Find out more here.

Question 32

How do I download the Source app?

Accepted Answer

Available on Apple App Store and Google Play - search “Source EV Charging”.View this page for more information.

Question 33

Can I save my VAT receipts?

Accepted Answer

Yes - VAT receipts are available in the app or via Customer Support.

Question 34

What are the Source subscription plans?

Accepted Answer

We’ve introduced plans designed to suit different types of drivers:Entry Plan – simple, flexible pay-as-you-goPremium Plan – lower rates, including off-peak savingsTaxi & Private Hire Plan – designed for high-mileage driversFor fleet businesses seeking offers and easier charging across our network, please get in contact via the fleet charging page.

Question 35

How to activate and link my RFID card to my account?

Accepted Answer

To activate your card:Log into your Source account via the app or the web appGo to ‘My Subscriptions’Enter your membership card ID (8 alphanumeric characters)Confirm and you’re ready to chargeYou will receive the above instructions with step by step screenshots when you receive your RFID card in the post.When you have linked your RFID card, simply use it once at a Source charger to start a session. This activates your membership on the network.This quick first step ensures your account, membership and charging permissions are fully linked to your vehicle and plan.

Question 36

How does off-peak pricing work?

Accepted Answer

If you’re on an eligible subscription plan, you’ll benefit from lower charging rates during off-peak times. These times are clearly communicated in the app and on our website.Our off-peak costs apply between 12am and 5am and offers a lower tariff on charging.If your charging session spans across both the peak and off-peak timings, your final price is calculated based on the time of charge; where a charging session spans both periods, a blended price will apply, calculated as [(peak kWh × applicable peak rate) + (off‑peak kWh × applicable off‑peak rate)]

Question 37

How do I switch or sign up to a plan?

Accepted Answer

You can view and manage your subscription at any time through the Source app or on the web app.

Question 38

Can I cancel or change my subscription?

Accepted Answer

Yes, you can change or cancel your plan at any time. Any changes will be clearly confirmed before they take effect.

Question 39

Do subscription plans affect pre-authorisation charges?

Accepted Answer

Using an RFID card linked to your subscription can reduce friction during charging and may remove the need for larger pre-authorisation holds.

Question 40

What is the Source Taxi and Private Hire Plan?

Accepted Answer

The Taxi Plan is built specifically for taxi and private hire drivers, offering better value for drivers who charge frequently throughout the day.For all queries about Taxi and Private Hire Plan, please view this page.

Question 41

Do you offer fleet charging solutions?

Accepted Answer

Yes – visit our page and get in contact to discuss tailored fleet options.

Question 42

Can businesses receive consolidated billing?

Accepted Answer

Yes - via roaming partners or direct account (if applicable).

Source FAQs – Everything you need to know about EV Charging at our Hubs

What Can We Help You With?

Charging Assistance

Using our Charging Hubs

Pricing, Payments & Billing

Support on Site

App, Account & Subscriptions

Businesses & Fleets

How-To Use our Swarco Circontrol Raption Chargers

How-To Use our Siemens SiCharge Chargers

Using our Charging Hubs

Pricing, Payments & Billing

Support on Site

App, Account & Subscriptions

Businesses & Fleets

Source FAQs – Everything you need to know about EV Charging at our Hubs

What Can We Help You With?

Charging Assistance

Using our Charging Hubs

Pricing, Payments & Billing

Support on Site

App, Account & Subscriptions

Businesses & Fleets

How-To Use our Swarco Circontrol Raption Chargers

How-To Use our Siemens SiCharge Chargers

Using our Charging Hubs

Pricing, Payments & Billing

Support on Site

App, Account & Subscriptions

Businesses & Fleets