Answer
EV Not FreeCharging
FreeCharge may not work optimally due to various factors:
- FreeCharge has paused charging, waiting for the greenest and quietest time of the day to activate charging to hit your EV ready-by time.
- Operational issues with your charger, either hardware or software-related.
- Specific schedules set in your EV manufacturer app might be causing the car not to charge. Ensure these are disabled for FreeCharge to work.
- You have disabled the FreeCharge scheduling feature in the Hive app.
Missing FreeCharge Credits
You might not receive FreeCharge credits in the following scenarios:
- When overriding a FreeCharge schedule via the Hive App.
- When changing to another charging mode other than FreeCharge.
The Hive App will notify you if you're about to change something that might impact your FreeCharge credits.
If you're missing FreeCharge credits and it's not due to one of the above scenarios, please call 0333 202 1054, then option 2 for warranty. Have your charger ID and a short description of the issue, as well as when the charges took place.
Switching Off/Opting-Out of FreeCharge
You can switch to another schedule mode such as ‘Eco’, ‘Custom’, or ‘No Schedule’. However, charging done in any mode other than FreeCharge won't be credited.
If you need to override a single FreeCharge transaction, select ‘Override FreeCharge’ from the Hive App. Charging will automatically return to FreeCharge mode when you next plug in.
If you decide you no longer want to use FreeCharge, you can completely disable the feature. Once disabled, you can use other schedule settings as normal.
Switching Electricity Tariffs or Suppliers
You can change between British Gas tariffs without any issues. We'll credit your electricity bill based on your latest tariff rate. Just update your new rates in the Hive App via the Charger Settings Menu to ensure you get reimbursed for all your charging.
If you switch to a new supplier after activating FreeCharge, we won’t pay for your charging from the date you switch.
Internet Connectivity
Your charger needs sufficient mobile network connectivity to connect to the Hive network via the in-built SIM card. We can't guarantee adequate mobile network connectivity at the point of order.
If your charger temporarily goes offline, you'll still be reimbursed with FreeCharge credit for any offline charging. The charger stores details of FreeCharge sessions and sends them to the app when it comes back online, keeping all your details up to date.
FreeCharge for Plug-In Hybrids
FreeCharge reimburses charging costs for both full battery electric vehicles (BEV) and plug-in hybrids (PHEV). You won't miss out on FreeCharge benefits regardless of your vehicle type.