FAQ

Do I have to pay a security deposit every time I use a power bank?

No, users are not required to pay a security deposit. At the beginning of each rental, a pre-authorization charge will be held to cover the cost of a power bank if lost, damaged, or for any other reason, not returned within 24 hours. Once the rental is completed, the pre-authorization will be automatically voided.

What is a pre-authorization charge?

A pre-authorization charge is a validation step we make at the beginning of your rental to ensure you have sufficient funds to cover the cost of the power bank if lost, damaged, or any reason not returned within 24 hours.

Note that it is not a form of deposit, nor do we actually charge your payment method at the time of rental.

If the power bank is not returned after 24 hours, the pre-authorization charge is settled, meaning your payment method is charged for the cost of the power bank.

As long as your power bank is returned before 24 hours, the pre-authorization charge is automatically voided the moment you complete your rental.

How long can I rent a power bank?

Power banks are able to be rented for a maximum of 24 hours. To end a rental, simply return the power bank to any ElectricGo charging station, easily found through our mobile app.

How & where should I return my power bank when I'm done using it?

You can return your power bank to any ElectricGo charging station that has an empty slot. ElectricGo charging stations and their slot availability can both be easily found through the app.

To return a power bank, simply:

  1. Locate a ElectricGo charging station with open Return Slots
  2. Insert the power bank (metal contacts first)
  3. Firmly push until you hear the power bank lock into place.

Once the power bank is returned, your rental will close and you will be able to settle your bill on the next screen.

You can view your charge history by clicking the ‘Charge History’ section on the left navigation bar, within the mobile application.

What happens if I hold onto the power bank for longer than 24 hours?

If the power bank is not returned within 24 hours, the initial pre-authorization charge made at the time of your rental will be settled, your current rental will be automatically closed, and the power bank will be considered purchased. To charge the power bank at home, simply use a standard Micro USB cable that is able to be plugged into a wall outlet or computer.

What payment methods can I use to pay for my rental?

We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. Debit cards and gift cards associated with each of these companies are also accepted.

When will my credit card be charged?

Your card will only be charged once your rental is completed. If your rental exceeded the 24 hour time limit, the pre-authorization held at the beginning of your rental will be settled automatically.

If your rental does not exceed 24 hours, the pre-authorization charge will be automatically voided once the rental is completed.

Do you collect my data or track my location?

Our power banks are designed only to transmit a safe current of power to your device. We do not track your location or in any way, gather personal information from your device. Protecting your privacy is always a top priority for us.

What do I do if the power bank or charging cables are damaged?

If the power bank is damaged or broken in any way, please take a picture, return it immediately, and reach out to us at help@electricgo.co.

Please include any relevant details such as:

  • The phone number associated with the account
  • Approximate time of rental
  • A brief description of the issue
  • Images of the damage
  • Any additional details that may assist us

Our customer support team will reach out within 1 business day with a resolution.

How do I get help if there is a problem with the power bank while I am using it?

For any issues you may have during a rental, please use the “Report a Problem” section at the top of the home screen, while in an active rental.

My power bank becomes warm while charging, is this normal?

Yes, as the power bank charges your device, it will discharge a low amount of heat. This is completely normal and standard across all charging devices.

Using your device while actively charging will increase the average operating temperature.

What devices does ElectricGo support?

Our power banks support any smartphone or mobile accessory which use a lighting cable, micro-USB or USB Type-C cable. The power bank contains 3 cables that support any iPhone models released after the iPhone 5, any phone using Micro-USB, and any phone using a USB Type-C cable including Samsung, Google, and Huawei devices.

Can I borrow multiple power banks?

Each user can only borrow one power bank at a time.

Need help with something not answered above?

Please send any additional questions to ElectricGo customer support. You can reach us at help@electricgo.co.

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