FAQ

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If you still can’t find the email, please contact our Customer Support:
call +39 02 600 60 220 or write to assistenza@evway.net.

If you didn’t receive the SMS, please contact our Customer Support:
call +39 02 600 60 220 or write to assistenza@evway.net.

Check the credentials you entered and click on “Forgot password” to reset it.

Enter the email address you used to register: you’ll receive an email with a link to set a new password.

If your account is locked, please contact our support team: call +39 02 600 60 220 or send an email to assistenza@evway.net.

Yes, thanks to the multi-profile feature, you can log in with different accounts from a single device. Tap on “Profiles” and then on the “+” icon in the top right corner: from there you can log in with an existing account or create a new one.

A private account includes a receipt for each charging session.

If you need an invoice, you can activate a business account by entering the required billing details in the dedicated section under your Profile.

There are several payment methods available:

• You can pay for each charging session individually: At the end of each session, the cost will be deducted from your payment method. If the selected payment method does not have sufficient funds to cover the session, your account will show a negative balance and will be blocked until the outstanding amount is settled.
• Instant Payment: If you want to charge at an evway station without registering in the App, you can activate and pay for a single session by scanning the QR code located under the charging sockets. You will be directed to a web page: simply follow the instructions to start charging.

If you have a Business profile, you can view your invoices under “Profile” > “Invoices”.

If you have a Private profile, you can view your receipts under “Profile” > “Receipts”.

Pre-authorization is a temporary hold on your payment method, applied at the beginning of a charging session to verify fund availability.

It is not an actual charge. The amount is automatically released at the end of the session, once the final cost is calculated and charged.

The time it takes for the funds to be released back to you may vary depending on your bank or payment network.

The amount is released automatically at the end of the charging session, once the actual cost is calculated and charged.

The exact timing of the refund depends on your bank or payment provider.

To start charging with the App, just follow these simple steps:

• Select the charging station
• Choose the connector and swipe to start charging
• Plug in the cable within 60 seconds and wait for the confirmation notification

To stop the session using the App, press the “Stop” button in the “Active Sessions” section.

If you’re using the evway KeyFob, hold it near the sensor on the charging connector to start the session, then plug in the cable within 60 seconds.

To stop the session, hold the KeyFob near the charging connector again.

You can start the session first and then plug in the cable.

With the evway App and/or KeyFob, you can charge at any public charging point – in Italy and across Europe – that appears on the evway App map. We recommend always checking the App to view the status of the charging point.

The rate for each charging point is shown in the station’s detail page within the App.

The cost of each charging session depends on the rate of the selected charging point and the time spent charging.

Go to your session history to view the cost of each charging session.

The evway KeyFob, our RFID tag, is not a card but a keychain. The KeyFob allows you to charge without using the App – simply tap it on the sensor located on the charging station.

You can request it directly from the App in the “Profiles” section: access the account of your choice and tap on RFID Cards > Purchase an RFID.

The KeyFob is an RFID tag that allows you to charge without using the App. Request the KeyFob and once you receive it, enter the code in the App to link it to your profile. You can now use it: simply place it on the sensor located on the charging station to start and/or stop the charging session.

Yes, because the KeyFob must be linked to an account.

If the KeyFob is not working, please contact customer support: call +39 02 600 60 220 or send an email to assistenza@evway.net.

Yes, it is possible. Access the “Profiles” area and select the account you want. Click on “RFID Cards,” find the KeyFob you want to remove, and follow the on-screen instructions to delete it from your account.

For all interoperable charging stations in Italy and Europe, evway applies different rates depending on the operator. We recommend always checking the costs on the App before starting a charging session.

At the beginning of each session, a pre-authorization is made on the payment method, which will be automatically released at the end of the charging. The refund timing depends on your bank.

All charging sessions include a starting fee, which is a fixed initial cost.

The total rate is therefore composed of:

• a starting fee
• an energy component, calculated based on consumption (kWh)
• a time component, based on the session duration

AC Stations:

• A consumption-based rate is applied for the entire duration of the session
• After the first 3 consecutive hours, for each hour (or fraction of an hour), a time-based rate is added to the consumption rate
• From midnight to 8 a.m., the time-based rate is not applied

Example 1: Rate €0.69 – Session started at 10:00 p.m.

The consumption rate applies for the entire charging session.

From midnight to 8:00 a.m., the time-based rate is suspended, but charging time is still counted: starting the session at 10:00 p.m., the first 3 hours expire at 1:00 a.m.

Starting at 8:01 a.m., the time-based rate is added to the consumption rate.

Example 2: Rate €0.69 – Session started at 6:00 a.m.

The consumption rate applies for the entire charging session.

From midnight to 8:00 a.m., the time-based rate is suspended, but charging time is still counted: starting the session at 6:00 a.m., the first 3 hours expire at 9:00 a.m.

In this case, the time-based rate is added to the consumption rate after the 3 hours expire — that is, at 9:00 a.m.

Fast DC Stations:

After the first consecutive hour, for each hour (or fraction of an hour), a time-based rate is added to the consumption rate, valid also during night hours

A consumption-based rate is applied for the entire duration of the session

In the evway App, there are 3 different subscription plans available:

• FLAT RATE SAVE at €9.90 per month: Charge your electric vehicle at €0.845/kWh at ALL HPC stations >100kW across Europe
• IONITY SAVE 24 at €7.99 per month: 24% discount on ALL IONITY charging sessions
• IONITY SAVE 37 at €14.99 per month: 37% discount on ALL IONITY charging sessions

You can activate or cancel subscriptions directly from the App, in the Profiles > Subscriptions section.

If you want to cancel, please make sure to do so at least 3 working days before the subscription’s natural expiration date.

To activate eMX, tap the dedicated icon at the bottom center of the screen.

By tapping the map icon (at the bottom center of the screen), a window opens where you can enter various details (vehicle, starting point and destination, battery percentage, etc.) and plan your trip. The navigator shows the route length and duration, as well as the necessary charging stops.

You can save the trip and access it offline, or start the route immediately via a navigator app (Google Maps, Waze, Apple Maps).

• eMX: a free navigation tool that shows available charging stations as you move.
• Route Planner: an assisted navigation tool that lets you enter your start and end points, shows the route and charging stations along the way, and provides directions to reach your destination.

Make sure notifications are enabled in your device settings. If notifications are enabled but you still don’t receive any, please contact customer support: call +39 02 600 60 220 or email assistenza@evway.net.

Make sure notifications are enabled in your device settings. If notifications are enabled but you still don’t receive any, please contact customer support: call +39 02 600 60 220 or email assistenza@evway.net.

To enable dark mode, tap on Menu and then on Settings. Here you can choose to use either light mode or dark mode.

The eMX map display does not depend on the App settings but on your device settings.

Landscape mode depends on your device settings: make sure horizontal orientation is enabled. Then simply rotate your smartphone horizontally to view the App in landscape mode.