Frequently Asked Questions
1. I finished charging and am trying to unplug but the connector is stuck. What do I do?"
it's electric's charging stations lock the cable to the port during charging sessions. Check to make sure you have ended the session in the app and unlocked your vehicle before attempting to unplug the cable. If the cable is still locked, try restarting the app. If the cable is still locked, locking mechanisms vary on certain EV models. Lock and then unlock your vehicle and try unplugging again. If you are still experiencing issues, please call us at 833-433-7033. We're available 24/7, 365.
2. How do I start it's electric chargers?
Charging without an RFID card? Go to the app or mobile app homepage and enter the charger ID into the search bar (case sensitive), then follow the on screen instructions. Charging with an RFID card? Tap the card on the it's electric logo found in the front of the charger, the logo should light up blue and activate the charge.
3. How much does it cost to charge?
Rates and structures vary by each city. To find the price of a specific charger, simply search by the charger ID number on the app or mobile web page.
4. Will I be charged for the entire time period that my vehicle is plugged in?
You will be charged only for the time period during which your vehicle is actively charging. Once the active session is complete, you will have a 60-min grace period to move your vehicle from the spot before hourly loitering fees begin. We recommend allowing notifications from the app (menu>settings>notifications) to be alerted when your vehicle is done charging.
5. The hourly usage rate is too high. Can you reduce the rate?
The hourly usage rate is influenced by several factors, including the local cost of electricity, charger operating expenses, and site-specific considerations.
6. How do I reach it's electric customer support?
Drop us a line at support@itselectric.us during business hours. For 24/7 emergency support, call us at 833-433-7033.
7. I've lost my RFID card?
Oh no! Please request a new RFID card to support@itselectric.us. Please be sure to share your name, and mailing address.