Our support centre aims to help you resolve any issues you may be experiencing with EV Optimise. This covers issues when signing up, using the app, charging your car and losing internet connection.
If you are experiencing issues with the EV Optimise sign up process and meet the product eligibility criteria, contact us on evoptimisesupport@scottishpower.com and our team will investigate.
If you are unable to access the app, please ensure you are connected to the internet and have the latest version of the ScottishPower app installed on your device.
Once you have signed up to EV Optimise and set your charging preferences in the ScottishPower App, a new smart charging session will start when we detect your car is plugged in at home and the battery level is below the charge target you set.
A smart charging session can take up to 20 minutes to start and occasionally a bit longer depending on your car brand. This is completely normal and not a cause for concern. Please do not try to “force start” smart charging by unplugging the car, disabling and re-enabling smart charging, or changing settings in your car app.
When a smart charging session starts, we will send you a notification and you can monitor the progress of your charging on the ScottishPower App. Make sure you have notifications enabled so you don’t miss out on any updates.
To benefit from the lower EV Optimise smart charging rate, ScottishPower only charges your EV during the cheapest and greenest periods [1]. This means that your car may not charge for the entire duration of your charging session and you may see a “Waiting for the next green slot” message on your EV Optimise dashboard.
If you’re in a rush and need to charge immediately, you can disable smart charging in the settings area of the dashboard. Please note you will not receive smart charging credit and be charged at your standard electricity tariff rate.
If this doesn’t solve the problem, please contact our support team on evoptimisesupport@scottishpower.com or on 0800 6340 058. Our EV Optimise support opening times are Monday to Friday 9am to 5pm.
If your car starts/stops charging on its own, we recommend checking out the following:
Make sure smart charging schedules are disabled in every other app e.g your car manufacturer or any other third-party service. Check the car/car app - occasionally there are messages in either of these explaining why this has happened.
Tried both of these? Please contact our support team on evoptimisesupport@scottishpower.com or on 0800 6340 058. Our EV Optimise support opening times are Monday to Friday 9am to 5pm.
1
All electricity used will be charged at your normal unit rate based on your ScottishPower tariff. The credit for your EV smart charging session will appear as credit on your bill. The greenest times of day will be when the carbon intensity of the electricity required to charge your EV is at its lowest. This will vary each day depending on a number of factors, including weather conditions, renewable energy generation and demand on the grid.
Last updated: 31 October 2024