Q: I cannot setup my Polestar Charge account, what should I do?

Please reach out to Polestar Charge support .

Question 1

Where can I find information about charging a Polestar car?

Accepted Answer

You can learn all about charging a Polestar car on our dedicated charging page. This central hub links to pages explaining range, taking road trips, home charging options, and more.

Question 2

Where can I buy my own wallbox for charging at home?

Accepted Answer

If you want to benefit from faster and more convenient charging at home, you can contact a specialist wallbox supplier. If you're leasing your car, ask your leasing company if they have a preferred supplier. Also, note that the purchase and the fitting of a wallbox may be eligible for government grants.

Question 3

My car is charging to 100% even though I set the limit to 80% or another level. Why does that happen?

Accepted Answer

We are aware that this is happening with a few of our cars. This will not affect your warranty. We are working on a future software update which will solve the problem.

Question 4

What is the point of charging timers and how do they work?

Accepted Answer

Charging timers allow you to leave your Polestar 2 plugged in but control exactly when it will charge. This is particularly useful in environments where electricity may be cheaper late at night. The charging timers can be scheduled in the car- When plugged in and not charging, the info pill will display a blue halo, indicating that a charging timer is active, and that charging will take place. It is possible to monitor and set charging timers in the Polestar app (version 3.6 required).

Note: the charging timer is not location based and will restrict AC charging according to the schedule at any location. You should keep this in mind if charging outside of regular routines where the schedule may prevent charging.

Question 5

Does the Range Assistant app replace the Driver Performance app and how does it work?

Accepted Answer

Yes. The new Range Assistant app provides a far greater amount of useful information that can help increase range confidence and improve your efficiency as an EV driver. 
The Range Assistant app presents two main figures to the driver: instant consumption and range. These figures are based on the driver’s current input and not a trip average. They are designed to help the driver adjust their driving style if necessary. There may be a difference between the predicted range figure in the Range Assistant app and the range shown in the driver display. This is due to the range in the app being based on instant consumption, while the range in the driver display is based on a linear average algorithm related to the SOC (state of charge).

Question 6

I cannot setup my Polestar Charge account, what should I do?

Accepted Answer

Please reach out to Polestar Charge support.

Question 7

Why are some charging stations not covered by Polestar Charge?

Accepted Answer

Polestar Charge gives users access to over 600,000 charging stations across Europe. Some charging stations are indeed currently not included, but we are continually working to further expand the reach of our network.

Question 8

How do I get a hold of a Polestar Charge card?

Accepted Answer

All customers get a Polestar Charge card included with the car during handover. We cannot send the card in advance, but drivers can prepare by downloading the Polestar Charge app, and setting up their account and payment method. After the handover, drivers can pair their Polestar Charge card with their account. If you did not receive a card during your car handover, please reach out to Polestar Charge support.

Question 9

What is the purpose of Polestar Charge?

Accepted Answer

The main benefit of Polestar Charge is the wide coverage of charging stations all over Europe, as well as the convenience of not having to sign up for local services when travelling to new places. Drivers will also receive special charging offers via the service.

Question 10

I have lost my Polestar Charge card or purchased a pre-owned Polestar, what should I do?

Accepted Answer

If your card has been lost or stolen, please deactivate it in your account in the Polestar Charge app. You can then order a new card directly in the app. This also applies to drivers who have pre-owned Polestars. If you encounter any issues when ordering your card, please contact Polestar Charge support.

Question 11

Is the home charging offer connected to Polestar Charge?

Accepted Answer

No, the Zaptec offer is separate from the public charging offer (Polestar Charge).

Question 12

Which Polestar models is the Zaptec wallbox compatible with?

Accepted Answer

The Zaptec Go is compatible with all Polestar cars.

Question 13

What is Plug and Charge?

Accepted Answer

Plug and Charge is an innovative technology that enables seamless and secure charging for electric vehicles (EVs). It allows customers to simply plug in their vehicle and automatically initiate the charging process without the need for any additional authentication or payment steps.

Question 14

How does Plug and Charge work?

Accepted Answer

Plug and Charge utilizes encrypted communication between the EV and the charging station, allowing for automatic authentication and billing. When the EV is plugged into a compatible charging station (a plug & charge enable charging station), it communicates with the station to establish the owner's identity and initiate the charging process.

Question 15

How can I enable Plug and Charge for my EV?

Accepted Answer

If your vehicle supports Plug and Charge, you can activate it through the charging settings in the car. After you have enabled Plug and Charge in the charging settings in the car you will have to connect to an E-Mobility Service Provider (EMSP). Polestar Charge is an EMSP that is prepared with Plug and Charge.

To successfully set up Plug and Charge with Polestar Charge please follow the instructions in Polestar app. Contact support if necessary.

Question 16

Which Polestar models support Plug and Charge?

Accepted Answer

Currently, only the Polestar 3 is compatible with Plug & Charge. More details regarding other models and future availability will be shared once available.

Question 17

What is Polestar Energy?

Accepted Answer

Polestar Energy is a commercial service giving Polestar owners the possibility to optimize their battery charging with more sustainable and cheaper electricity while receiving rewards by participating in the grid.

Question 18

What is Smart Charging for Polestar Energy?

Accepted Answer

Smart charging refers to the intelligent management of when and how EVs are charged – which can be managed through the Polestar Energy app.

Using software and communication technology, smart charging systems can optimize the charging process based on factors like electricity prices, grid demand and renewable energy availability. This helps reduce costs, ease strain on the power grid, and minimise the EV’s climate impact in the use-phase.

Question 19

Is Polestar Energy for free?

Accepted Answer

Yes, Polestar Energy is available at no cost and without any binding period for all Polestar customers. It can be downloaded from the App Store and Google Play Store. However, to use the service, customers need an integrated dynamic electricity contract (comes with a fee) and a compatible charger.

Question 20

What is required for Polestar Energy to work for me?

Accepted Answer

Polestar Energy is set up via the Polestar Energy app, where you will be guided through the onboarding process and prompted to sign up with Jedlix, our trusted partner for smart charging services. After configuring the compatible home charger and details of your energy contract you are ready to go. Polestar recommends the Zaptec home charger. For more information, reach out to Polestar Energy support, which is accessible through the Polestar Energy app.

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