How can we help?

Check the connector is pushed fully into your car and the charger screen shows it as available. Make sure your wallet has enough balance, then try starting the session again from the app. If it still won't start, contact us with the station name and charger ID printed on the unit.

Sessions can end early if the car's own charge limit is reached, the cable is disturbed or the wallet balance runs out. You are only billed for the energy delivered. If you think a session ended because of a fault, tell us the station, the time and roughly how much charge you received.

Please report it to us with the station name and charger ID so we can send a technician. Station availability in the app updates as soon as a charger is marked out of service.

Open the wallet in the Velspak app, choose an amount and pay by card or bank transfer through Paystack. Your balance updates as soon as the payment is confirmed.

Bank confirmations can occasionally take a few minutes. If your balance still hasn't updated after an hour, email us with the payment reference from your bank or Paystack receipt and we'll trace it.

Your charging history in the app shows the energy delivered and the price of every session. If something doesn't look right, send us the session date and station and we'll review it and correct any amount charged in error.

Check the email or phone number you're entering matches the one on your account, and look in your spam folder for codes. You can reset your password from the login screen. If codes still don't arrive, contact us from the email address on your account.

Update to the latest version from the App Store or Google Play and restart the app. Location access is needed to show stations near you. If the problem continues, tell us your phone model, app version and what you were doing when it happened.

You can request deletion at any time from our account deletion page. We confirm the request with you first, then delete your account and its data. Request account deletion.