Start Charging
How do I start charging my vehicle?
Start the WCE app and select your location on the map and charger. Insert the charging cable to vehicle. Select the charger and start charge and lock your vehicle. Verify your vehicle has started charging before leaving your vehicle. Do note that there is a minimum of $1 balance to be in wallet and valid credit card on file to start charging.
How do I verify that my vehicle has started charging?
WCE app will update and show charging speed, energy transferred and duration.
EV charger AC status light will change and/or DC charger display will reflect the charging has started.
Vehicle dashboard and charging port lights will update that the charging has started.
Vehicle app will show vehicle is charging,
What do I do when my vehicle has not started charging?
Unlock your vehicle. Remove the charging cable from the vehicle.
Repeat the start charging process while ensuring the charging cable is inserted fully and squarely inserted into the charging port.
Reposition your vehicle if necessary.
Credit Card Pre authorisation
When initiating a charge session, the system will perform a credit check to the card on file for $50 to ensure that there is sufficient funds for deduction. This will be reversed back to the card after.
Software and Payment
When creating user ID, do provide valid details including valid mobile number and credit card information. Above information and top up of wallet balance is required to start the charge. Charge payment will be deducted from free charging allowance as first priority, In-App wallet balance as second priority. In app subscription will provide free charging allowance, access to preferential rates and charger promotions.
How does the Subscription Plan work?
Subscription plans are designed exclusively for your property. Each plan differs for each specific property and cannot be used in other properties.
Your subscription plan commences when your subscription plan is paid and will renew monthly. This can be cancelled at anytime in the app.
The subscription plan provides free kilowatt allowance which will be deducted first.
After subscribing, users will have access to lower subscriber tariff and rates and have access to idle fee waiver for overnight charging where applicable, free AC charging promotions and other promotions.
Any unused balance in your subscription plan will expire by the end of the month and will not be refunded or carried over the next calendar month.
Charging Issues
Why did the charging stop before fully charge?
Do check your vehicle app if there is a preset value to battery charging limit for example 80%.
Why do I not receive notifications from the WCE app that vehicle has completed charge?
Do check if your device has allowed notifications from the WCE app.
How do I report the misuse of EV charging facilities or EV charging bays?
Please fill out the following form from this link:
https://wes-cares.com/pages/report-misuse-of-ev-charging-facilities
Charger is making weird sounds, charging cable is burnt, charging station has burning or unpleasant smell.
Ensure your safety and others. Stop the charging session and disconnect the charging cable if safe to do so. Remove the vehicle from the charging bay if safe to do so. Do press here for more assistance.
Charger is on fire
Ensure your safety and others. Stop the charging session and disconnect the charging cable if safe. Remove the vehicle from the charging bay if safe to do so. Press the emergency stop button. Do press here for more assistance.
Ending Charge
How do I end charging my vehicle?
Start the WCE app. End charge and unlock your vehicle. Remove the charging cable from the vehicle. Please assist to cap the charger plug and place the cables on the charger for the convenience of the next user.
I am unable to remove the charging cable. It seems to be locked or stuck.
Try unlocking the vehicle twice to disengage the lock and removing the cable again.
Emergency Stop
This is only to be used in the event of fire or imminent danger to property or life and not for stopping charging sessions.
Charging Information
How long does it take to charge my vehicle ?
WCE app will provide in app notification when the vehicle completes charging. AC charging speed depends on the state of charge of the battery and onboard charger of the vehicle. For example, Tesla Model 3 60kWh battery 11kW onboard charger at 50% state of charge will take 30kW / 11kW = 2.7hrs. DC charging will take approx. 1 hr based on above scenario and our 30kW DC charger.
Idling fees
Idling fees are implemented to encourage users to move vehicles after charge completion for other users to have access to the charger. Once vehicle is detected to be in idling status, in app notification will be sent to user with a grace period of 30 mins before idling fees to apply. For issues with idling fees incorrect billing, do press here for more assistance.
Why are charging rates and idling fees different for each location?
Charging rates differ due to AC or DC charger, location tariff rates.