Intelligence Center
How can we assist?
Find quick answers, technical specifications, and guides for the EV-UP platform.
Quick Start Guide
Watch our 9-second loop on how to initiate your first charge.
Charging Speeds
Understand the power curve and maximizing your battery health.
Live Technical Support
Facing an immediate issue at the station? Connect with our engineers.
Contact SupportWhat happens if I disconnect the charging cable before stopping the session in the app?
Our stations feature an auto-lock mechanism during active sessions. If forcefully removed, the station immediately cuts power via fail-safe relays, and your session will automatically terminate, billing you only for the energy dispensed up to that exact millisecond.
Can another user unplug my vehicle once it reaches 100% charge?
No. The connector remains cryptographically locked to your vehicle's port until you unlock your car doors or explicitly terminate the session via the EV-UP app. This ensures the security of your hardware and prevents unauthorized tampering.
How does the system handle a sudden grid power outage during an active charge?
The station will instantly enter a safe-shutdown state, saving your session data locally. Once grid power is restored, the session will not auto-resume for safety reasons. The app will notify you of the interruption, and you will need to initiate a new session.
Is the EV-UP platform interoperable with other charging networks via roaming?
Currently, EV-UP operates as a closed-loop network to guarantee optimal uptime and hardware-software synergy across our EV-UP charging hubs. We are evaluating OCPI (Open Charge Point Interface) protocols for future roaming capabilities.
If my FPX transaction times out but my bank is deducted, how is the discrepancy resolved?
Our backend cross-references gateway webhooks with local transaction logs every 5 minutes. If an orphaned payment is detected, the system automatically credits your EV-UP wallet. You can also trigger a manual sync via the 'Transaction History' page.
How exactly are idle fees calculated, and is there a grace period?
Idle fees (RM 1.00/minute) begin exactly 15 minutes after your vehicle reaches 100% state of charge (SoC) or the charging session is otherwise terminated. This 15-minute grace period gives you ample time to relocate your vehicle before penalties apply.
Can I set a maximum monetary limit or kWh limit before starting a session?
Yes. In the charging configuration screen, you can set a hard cap based on RM (currency) or kWh (energy). The station's logic controller will dynamically throttle and halt the session the moment this exact threshold is reached.
What happens to my prepaid wallet balance if EV-UP updates its pricing tiers?
Your wallet holds fiat currency value (RM), not fixed energy credits. Any future sessions will simply be billed at the new prevailing RM/kWh rate at the exact time of the session initialization.
Why does my charging curve drop significantly after 80% SoC?
This is controlled by your vehicle's BMS (Battery Management System), not our charger. To prevent lithium plating and thermal degradation, the BMS requests a drastically lower current (DC fast charging curve) as the battery nears maximum capacity.
Do your chargers support Plug & Charge (ISO 15118) without using the app?
Our current DC hardware is ISO 15118 ready. We are actively working with vehicle OEMs to implement the cryptographic certificate exchanges required to enable seamless Plug & Charge in a future OTA update.
What is the maximum sustained amperage your liquid-cooled cables can deliver?
Our high-performance DC cables feature active liquid cooling, allowing them to sustain continuous currents of up to 500A without thermal throttling, safely delivering peak kW outputs to 800V architecture vehicles.
How do your stations manage load balancing across multiple bays?
We utilize dynamic load management (DLM). The master controller distributes available grid capacity based on the real-time acceptance rate of each connected vehicle's BMS, prioritizing vehicles with lower SoC to optimize overall throughput.
If a software glitch prevents me from ending a session, what is the emergency override?
Every EV-UP station features a physical emergency stop (E-Stop) button. Pressing this instantly severs the high-voltage contactor. Please only use this if the app is entirely unresponsive, as it requires a technician to physically reset the station.
How are diagnostic logs handled when I report a faulty connector?
When you submit a fault via the app, it automatically attaches a localized telemetry snippet (voltage drops, handshake errors) from your last session. This allows our engineering team to perform remote diagnostics before dispatching a physical crew.
What is your SLA (Service Level Agreement) for station downtime?
We guarantee a 98% network uptime. Our hardware sends heartbeat pings every 30 seconds; if a station fails to respond consecutively, it is flagged, and our rapid-response maintenance team is deployed within 4 hours during business days.
Can I request a formal tax invoice containing my company's registration number?
Yes. Under Account Settings > Billing Profile, you can input your corporate details (Company Name, TIN). All subsequent PDF invoices generated at the end of each session will automatically reflect these details for your accounting compliance.
Are the charging bays monitored for ICEing (unauthorized parking)?
Yes. Our premier locations utilize AI-powered ALPR (Automatic License Plate Recognition) cameras combined with ground sensors. Unauthorized vehicles blocking the bays are automatically flagged to local facility management.
What are the exact structural clearance heights for your basement charging hubs?
Our premier residential hubs feature a standard clearance of 2.1 meters. Vehicles with roof racks or modified suspensions exceeding this height should utilize our designated open-air surface bays.
How does the navigation system account for offline or fully occupied stations?
The EV-UP app utilizes real-time WebSocket polling. If a station goes offline or all bays are occupied, the map marker dynamically shifts to grey or red, and the routing algorithm will automatically suggest the next nearest available hub.
Will EV-UP be expanding its network of charging hubs in the near future?
We are currently executing Phase 2 of our deployment strategy, which targets high-density commercial corridors and interstate highways. New locations will be announced via push notifications prior to commissioning.
Is my biometric login data stored on EV-UP servers?
No. Biometric authentication (FaceID/Fingerprint) leverages your device's native Secure Enclave. The EV-UP app only receives a cryptographic boolean (True/False) to grant access, ensuring your biometric data never leaves your personal device.
If I sell my EV, how do I transfer the MAC address binding from my profile?
Navigate to Account > Registered Vehicles, and select 'Unbind Vehicle'. This clears the MAC address and charging history association from your account, allowing the new owner to seamlessly register the vehicle on their own EV-UP profile.
What happens to my historical charging data if I request account deletion?
Upon account deletion, all personally identifiable information (PII) is permanently scrubbed. However, anonymized aggregate data (e.g., total kWh dispensed, session duration) is retained strictly for grid analytics and hardware lifecycle modeling.
Can multiple family members share a single EV-UP account for one vehicle?
While you can log into the same account on multiple devices, active sessions are bound to the initiating device for security reasons. We recommend utilizing our upcoming 'Fleet Share' feature, allowing sub-accounts to draw from a centralized wallet.