Customer Support

AstraXCharge is a high-power electric vehicle (EV) fast-charging network that provides reliable DC fast charging across Canada. Our stations support multiple payment methods, major roaming partners, and a dedicated mobile app for a seamless user experience.

AstraXCharge provides:

• DC Fast Chargers (DCFC) – typically 60–180 kW
• High-Power Chargers (HPC) – 200–400+ kW
• Connector type: CCS1 (primary connector in North America)
  Drivers may use their own adapters (e.g., NACS or CHAdeMO), at their own responsibility.

Yes. All chargers are designed to operate safely in rain, snow, wind, heat, and cold typical of Canadian climates. Chargers are NEMA-rated, insulated, and certified to national safety standards.

Pricing is clearly displayed on:

• The AstraXCharge App
• The QR Code start page
• Your roaming partner app
  Pricing may be based on kWh, per minute, per session, or include idle fees.

Yes—almost all EVs in North America can charge using CCS1, or using adapters (driver’s responsibility).
Note: PHEVs may or may not support DC fast charging.

Some sites may include time limits during peak hours. Pricing and time limits (if applicable) appear before charging begins.

Yes, but always follow EV manufacturer guidelines.

You can locate a station via:

• AstraXCharge Web Portal
• AstraXCharge Mobile App
• ChargeHub App

The standard procedure is:

① Locate the Charging Point

Use the App, Web Portal, or ChargeHub to find the nearest station.
Park so the cable can reach your charging port comfortably.

---

② Plug In

• Open your EV’s charging port
• Select CCS1 (or use a personal adapter)
• Insert firmly until it clicks
  Keep cable straight and avoid tension.

---

③ Start Charging

You can start a session with any of these methods:

Tap-to-Pay

• Tap your credit/debit card
• Follow screen instructions
• Pre-auth hold may apply

QR Code

• Scan QR code
• Follow the online payment instructions

AstraXCharge App

• Ensure wallet balance meets minimum
• Auto-reload recommended
• Select charger ID
• Tap Start Charging

Roaming Partner App

• Use your home charging app
• Select charger ID
• Accept roaming fees
• Tap Start Charging

Charging begins automatically once authenticated.

---

④ Stop & Go

• Press Stop on charger OR
• End in App / Roaming App / QR session page
• Wait for confirmation
• Unplug and return the connector to holster
• Move vehicle promptly to avoid idle fees

Possible factors:

• Battery warm-up/cool-down (cold weather slows charging)
• High state of charge (>60–80%)
• Vehicle limits charging rate
• Dynamic load sharing with another EV
• Adapter limitations

Vehicle’s scheduled charging settings

Move your vehicle immediately once charging ends to avoid idle fees.

Yes. Charging ends when:

• You press Stop, or
• Session ends via App/QR, or
• Battery becomes full, or
• Vehicle stops drawing power, or
• Pre-authorized amount is reached

No. You can charge using Tap-to-Pay or QR.
An account provides benefits such as:

• Lower fees (when applicable)
• Promo coupons
• Auto-reload
• Wallet management
• Charging history
• Faster startup

In the App:

1. Download AstraXCharge App
2. Tap Register
3. Follow the steps
   On the website:
4. Visit www.astraxcharge.com
5. Go to Account
6. Tap Register

Use Forgot Password and follow instructions.

Inside the App or log in account from web portal

• Add/replace credit cards
• Enable/disable Auto-Reload
• Set Auto-Reload amounts
• Manual Top-Up
• View transaction history
• Minimum balance settings

To prevent charging interruptions due to low wallet balance during charging session

Profile → Settings
You can update:

• Email
• Phone number
• Notifications

Yes. Re-verification may be required.

• App History
• QR payment page
• Support request

Use Delete Account in App or contact support.
Remaining wallet balance may be refunded per policy.

Roaming in:  allows drivers from partner networks to charge at AstraXCharge stations using their home app.

Roaming out:  allows AstraXCharge ‘s drivers to charge at AstraXCharge’s roaming partner stations using their AstraXCharge app.

Yes, if your network is a AstraXCharge’s roaming partner.

Yes. Your home app will show:

• Roaming surcharge
• Pricing
• Estimated costs before charging

Common causes:

• Authentication delay
• Partner network outage
• Weak cellular reception
• Roaming fees rejected

Try starting via:

• QR Code
• Tap-to-Pay
• AstraXCharge App

Yes—unless the partner network places restrictions on roaming users.

Most stations use:CCS1
Drivers may use their own adapters at their own responsibility.

• 60–180 kW DCFC
• 200–400+ kW HPC
  Charging speed depends heavily on vehicle capability, weather, battery condition, and load sharing.

AstraXCharge has capability to integrate energy storage system (ESS), solar and load management to meet needs of different site, so site configuration deviates site by site. If site details is not listed either in website or App, please submit a query through support channel.

• Charger ID
• Connector status
• Pricing
• Instructions
• Live charging session stats (kWh, kW, time, cost)

If blank:

• Try App or QR
• Try next charger
• Contact support

Yes—dynamic load balancing allows shared power distribution.

Yes, only if your PHEV supports DC fast charging.
Many PHEVs only support AC charging.

Normal causes include:

• Cooling fans
• Contactors/relays
• Power ramping

Yes—DC fast-charging cables are thicker due to cooling.

• Reposition the vehicle
• Use another stall

Common causes:

• Charging session not fully stopped
• EV door locked (locks the port)
• Vehicle latch delay
• Cold-weather freezing
• Connector tension
• Vehicle-side faults

1. Stop the charging session
2. Unlock your vehicle doors
3. Wait 2–5 seconds
4. Push the connector in slightly, then pull out

Try:

• Lock → Unlock cycle
• Clearing snow/ice
• Gently relieving cable tension

Never forcefully pull.

If:

• Connector remains locked after steps
• Screen shows error
• You suspect charger hardware fault

If:

• Your EV shows a charging port error
• Locking pin fails to retract
• Connector lock mechanism malfunctions
  AstraXCharge can help determine whether the issue is vehicle-side.

If caused by charger-side malfunction, idle fees may be waived upon review.

• Start via App/QR
• Try next charger
• Contact support

Check:

• Adapters and connections
• Wallet balance
• Payment validity
• Vehicle charging settings
• Battery/temperature

Try alternate start methods.

Via App → History → Report Issue
Or provide support with:

• Charger ID
• Session time
• Payment method
• Screenshot (optional)

• App wallet: Instant to 48 hours
• Credit card: 3–7 business days
• Pre-auth hold: Bank dependent

Yes—via hotline, App, or website support form.