Customer Support

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Activity overview

Latest activity by Customer Support
  • Customer Support commented,

    Jacob, Thank you for your feedback. Part of our platform upgrade includes the ability to manage firmware updates which at the moment is very relevant for E-GMP vehicles. While we do not have a time...

  • Customer Support created an article,

    RFID Card

    The Francis Energy RFID card allows you to start a charging session without using the mobile app. Connect the charger to your vehicle and then place your RFID card flat on the card reader to activa...

  • Customer Support commented,

    Ron, we appreciate the update as the original communications from Kia communicated that the Kia EV6 would not charge on a 208v AC at 400v DC charger. As communication between Kia and the hardware m...

  • Customer Support commented,

    Ron, thank you for reaching out again. The Ioniq 5 compatibility has improved with 50 kW chargers. With the Kia EV6 traction battery being 800v only (vs dual charging on the Ioniq 5 of 800v/400v) g...

  • Customer Support created an article,

    Tesla CCS Combo Adapter

    The Tesla CCS Combo Adapter does not come with your vehicle and must be purchased separately.   Tesla CCS Combo Adapter - Tesla Shop Courtesy of Tesla     Description Expand your fast charging ...

  • Customer Support created an article,

    What is changing?

    Francis Energy is making substantial upgrades to the software platform.   What does this mean for you? Simplified one-time payment processing Instant Notification Capabilities Allow Plug & Charge ...

  • Customer Support created an article,

    Will I need to order a new RFID card?

    Your existing RFID card will be used for the new account when the platform is switched over in 2-4 weeks.   Francis Energy will move your existing RFID card to the new account and you will be able ...

  • Customer Support created an article,

    When will I be refunded my balance on the old account?

    Processing of your refund is currently taking 2-4 business days, plus time for your institution to make the credit available. If you have not received your refund, please submit a support ticket wi...

  • Customer Support commented,

    The 50 kW chargers are still not compatible with the Kia EV6 or the Ioniq 5. Thank you for checking in and we hope to have a resolution soon.

  • Customer Support created an article,

    regenerative breaking

    An energy recovery system used by electric vehicles that help charge the battery while the car is slowing down. The electric motor acts as a generator so power can flow both ways. The process not o...