If a public EV charger has taken payment but delivered no charge, the money is almost certainly a pre-authorisation hold rather than a completed transaction — and it should return to your account within a few days. But if it does not, or if the charger has genuinely taken payment for a session that failed, there is a clear process for getting a refund. This guide tells you exactly what to do.
Key Takeaways
- Most “payment taken” events at public chargers are pre-authorisation holds, not actual charges — the money is reserved temporarily and released if no energy is dispensed.
- Pre-authorisation holds typically release within 24 to 48 hours for most UK banks, though some can take up to 10 working days.
- If energy was not dispensed, the hold should clear automatically — you do not need to do anything immediately unless it has not cleared after 10 working days.
- If energy was dispensed but significantly less than expected, contact the network operator first, then your bank.
- Keep a record of the charger location, time, and any reference number from the app or payment receipt — you will need this for any dispute.
Understanding Public EV Charging Payments
Before assuming the charger has taken your money incorrectly, it helps to understand how most public charging payments work.
Pre-Authorisation Holds
When you tap your bank card or authorise payment via an app at a public charger, most networks place a pre-authorisation hold on your account. This is a temporary reserve of funds — typically between £15 and £45 — that verifies your card has sufficient balance before the session begins. It is not a completed transaction.
If the charging session completes normally, the final charge based on energy dispensed replaces the pre-auth hold, and the difference is released back. If the session fails and no energy is dispensed, the entire pre-auth hold should be released.
The pre-auth amount itself does not leave your account — it is a ring-fenced sum. However, it will appear on your banking app as a pending charge and reduces your available balance temporarily.
When Does the Money Come Back?
If no energy was dispensed:
- Most major UK high street banks release pre-auth holds within 12 to 48 hours
- Some digital-first or smaller banks can take longer — up to 10 working days
- If the hold has not cleared after 10 working days, contact your bank directly
If energy was dispensed but there is a billing discrepancy, the process is different — see below.
Steps to Take When a Public Charger Fails After Payment
Step 1: Note the Details Immediately
Before leaving the charging location, record:
- The charger network name (bp pulse, PodPoint, GeniePoint, ChargePlace Scotland, InstaVolt, etc.)
- The charger unit ID (usually printed on the unit or shown in the app)
- Date and time of the attempted session
- Any error message shown on the charger screen
- Your payment method (contactless card, RFID card, app, or QR code)
- The reference or transaction number from your app or email confirmation
Take a photo of the charger screen if it is showing an error code. This evidence is useful both for contacting the network operator and for a bank dispute.
Step 2: Contact the Charging Network Directly
Every major public charging network has a customer support line. Call it before leaving if possible — many networks can reset or diagnose the charger remotely and may be able to confirm whether energy was dispensed.
Key UK network support numbers (verify current numbers before calling):
- bp pulse: 0330 016 5126
- PodPoint: 0203 397 4340
- InstaVolt: 0808 281 4444
- GeniePoint: 0800 0699 831
Report the failed session, the charger ID, and the time. Ask the operator to confirm whether a charge was recorded against your account and whether the pre-auth is being released.
Step 3: Wait for the Pre-Authorisation to Clear
If the network confirms no energy was dispensed, wait for the pre-auth hold to clear naturally. For most UK banks this happens within 48 hours. You do not need to take further action unless the hold remains after 10 working days.
Step 4: Raise a Dispute With Your Bank (if Needed)
If you have been charged for energy that was not dispensed, or if the pre-auth hold has not cleared after 10 working days, contact your bank and raise a payment dispute. Under the Payment Services Regulations 2017 and the Consumer Rights Act 2015, you are entitled to a refund for goods or services paid for but not received.
When contacting your bank, provide:
- The date and amount
- The merchant name (the charging network)
- Evidence that no energy was dispensed (the network operator’s confirmation, or a screenshot showing zero kWh delivered)
- Your correspondence with the network operator
Most banks will raise a chargeback request with the payment processor on your behalf.
What If the Charger Started a Session But Then Stopped?
If the charger delivered some energy but stopped part-way through, you should be billed only for the energy actually dispensed. Check your charging network account or app for the session summary — most networks show kWh delivered and cost per session.
If you were billed for more energy than was delivered, contact the network operator with the session ID and the charge discrepancy. This is a billing error rather than a failed payment, and most operators will refund the difference.
When Public Charger Failures Are Not About Payment
Some public charger problems that feel like payment issues are actually hardware or network faults with a different resolution path:
- Pre-auth taken but charger will not start: This is a charger fault. Report it to the network operator and leave — do not attempt to restart the session multiple times, as each restart may place an additional pre-auth on your card.
- App authorisation failed but card was tapped: The app and the contactless reader may have created two separate pre-auths. Check your bank statement carefully and report both to the network if only one session was attempted.
- RFID card charged but contactless also charged: If you used two payment methods by mistake, both pre-auths may appear. Only one will convert to an actual charge — contact the operator to confirm.
For guidance on what to check when your home charger is not working, the EV charger troubleshooting hub covers home and public charging faults in full.
Frequently Asked Questions
Is it normal for a public EV charger to take money before charging starts?
Yes. A pre-authorisation hold before a session starts is standard practice across most UK public charging networks. It verifies that your payment method is valid and has sufficient funds. The hold is temporary and replaced by the actual session cost once charging completes. If no charging occurs, the entire pre-auth is released.
How long does a public EV charger pre-authorisation hold last?
Most UK high street bank accounts release pre-auth holds within 12 to 48 hours of a failed or zero-energy session. Some banks, particularly digital-only banks, may take longer. The maximum hold period under standard payment processing rules is 10 working days — if the funds have not been released by then, contact your bank to request an early release.
What if the charging network disputes my refund claim?
If the network operator declines your refund request and you have evidence that no energy was dispensed, escalate to your bank for a formal chargeback. You can also raise a complaint with the charging network under their published complaints procedure. For persistent issues with a specific network, Citizens Advice can provide guidance on your consumer rights.