Something didn't go to plan?
Trouble with a pickup, a return or a charge — this is where it gets sorted.
This page is for people using the service who need help: the battery didn't release, it won't go into the slot on return, or there's a question about a charge. The most common cases and their fixes are below.
Key takeaways
- If the battery never released, no loan was opened — you can simply try again.
- If there's no free slot to return to, check another station's availability before travelling.
- Charges and their terms are shown on screen before pickup is confirmed.
- Service support comes from Chargo, not from the venue hosting the station.
- For commercial enquiries, the contact page is the right channel.
The battery didn't release
If you scanned and nothing came out, no loan is open. You can try another slot or another station. If a charge shows up anyway, write to us with the station's location and the time.
I can't return it
A battery only goes into a free slot, the right way round. If the station is full, it's worth checking another one's availability before you travel — returns are valid anywhere on the network.
I have a question about a charge
The terms are shown on the station screen before you confirm. If something doesn't match what you saw, write to us with the date, the time and the station.
The venue couldn't help me
That's expected: the venue hosting the station doesn't administer the service or the payment. Support comes directly from Chargo.