Support - Ivy Charging Network

Change is here. Download the new Ivy Charging Network 2.0 App to experience one of Ontario's best EV charging networks on your journey.

Frequently Asked Questions

Find answers to some of Ivy's most frequently asked questions.

How to charge.

How do I sign up?

Welcome to Ivy! Start off by downloading our Ivy Charging Network 2.0 app. Once you download the app, create an account using your phone number or email. You will be sent a one-time password either by text message or email. Input the 5 digits to log into the app. Now you can find chargers, start a charge, add payment methods and more!

To add your payment information, follow the steps below:

Click on Account in the bottom right corner of the app.

Select Payments.

Select Add a new payment method and input your credit card information.

Once you’ve added a payment method, can also order an RFID card (1st one is FREE!) by following these steps:

Click on Account in the bottom right corner of the app.

Select RFID cards.

Select Order RFID card.

Enter your info and then click Place order.

How can I sign up for Ivy with an international phone number?

If you have an international phone number, please call us at 1-800-301-1950 or email us at support@ivycharge.com to obtain a unique local phone number to use as your log in. Once you set up your account, you can then modify the phone number in your Account settings. We look forward to being a part of your travel journey in Ontario. Safe travels!

How do I start a charge?

Once you become an Ivy member, you can start a charge in two different ways:

Mobile app: Scan the charger QR code on the charger and tap the start button.
RFID card: Tap your card on the RFID reader.

If you prefer to not use the app, you can pay with credit card by scanning the QR code on the charger and following the simple onscreen steps.

How can I order an RFID card?

Once you create an account on the Ivy Charging Network 2.0 app, you can order an RFID (first one is free!) in a couple of clicks: Select My account > RFID cards > Order card > Input your info then Place order.

Please allow 7-10 business days for delivery. Need help? Contact us!

I lost my RFID card. What do I do?

If you happen to misplace your RFID card, there's no need to worry. You can deactivate it through the mobile app. Simply follow these easy steps: First, open the Ivy Charging Charging Network 2.0 app, then navigate to the "Account" tab. From there, select "RFID card" and choose the option to disconnect. You can order a new card as well. Once your new RFID card arrives, you can activate it using the app. If you prefer personal assistance, feel free to reach out to our dedicated team at 1-800-301-1950 or send us an email at support@ivycharge.com.

How can I report a charging station fault on the Ivy app?

Every report counts! We're sorry you are experiencing issues at an Ivy location. Let us know right away so we can address it quickly to ensure future sessions are a breeze.

You can report a charging station fault on the Ivy app with the following steps:

Click on the Charge tab.
Select Get help.
Complete the contact form to report your issue. Thanks for your feedback!

Can I pay with my credit card at your stations?

Yes, you now can with the new and improved Ivy experience! As long as you have data or a Wi-Fi connection, just follow the steps below:

Scan the QR code on the charger with your mobile device.
Follow the onscreen steps and then enter your credit card information.
Tap Start on the Charger page.

After each transaction, you’ll receive an email receipt with a detailed breakdown of your charging session. You can track your full charging history, monthly subtotals and payment history in the mobile app.

Note: Your payment profile will be billed at the start of each month for the prior month’s charging.

How do I load a balance onto my Ivy account?

It's time to say goodbye to the Ivy e-wallet! Going forward, you can pay with your credit card per session.

Follow the steps below:

Input your credit card information on the Ivy app.

Scan the QR code on the charger.

Tap Start on the Charger page.

After each transaction, you’ll receive an email receipt with a detailed breakdown of your charging session. You can track your full charging history, monthly subtotals, and payment history in the mobile app.

Note: Your payment profile will be billed at the start of each month for the prior month’s charging.

What impacts my charging speed?

Charging speed can differ at each interaction based on additional factors including external temperature (ideal between 10-25°C), state of charge (ideal between 10 and 80%), the EV model, and power sharing.

Compatibility.

What kind of vehicles can charge with Ivy?

Any EV with a compatible CCS or CHAdeMO charging plug can charge with Ivy. Most Tesla vehicles can use Ivy chargers with an optional adapter sold by Tesla.

Can I charge my Tesla at all Ivy charging stations?

Yes! We have various options for Tesla drivers including:

Charge & Go (L3) while ONroute: Find Tesla adapted chargers at 18 locations along the 401 and 400. These are CHAdeMO Level 3 DC charging stations offering up to 50 kW. You could also attach your own Tesla CCS adapter and get up to 150 kW.

Charge & Go while in town: Attach your own Tesla CCS or CHAdeMO adapter to our compatible plugs at any of these locations.

Park & Charge (L2): Attach your own Tesla J1772 adapter to our J1772 plugs at any of these locations. These are Level 2 AC charging stations offering up to 7.2 kW.

Looking for a Tesla adapter? Find the CCS and J1772 adapters in the Tesla Canada store or consider pre-owned options.

Can I charge my hybrid vehicle with Ivy?

Yes, you can! Most Plug-in Hybrid (PHEV) cars only accept AC charging. Ivy offers Park & Charge AC destination charging (up to 7.2 kW) at locations where you have time to spare.

You can find these locations on the Ivy app or on PlugShare.

App & account support.

What mobile app do I use?

To start a charge, please download our new Ivy Charging Network 2.0 app. Create a new user profile, add your payment info and activate your existing RFID card. Please uninstall the old app from your phone - you don't need it anymore!

Can I use my existing username and password to log into the new app?

No, when you download Ivy Charging Network 2.0, you need to create a brand-new profile using your personal information.

When I try to create a new profile, why does it say my email or phone number is already in use?

When you try to create a new account in the Ivy Charging Network 2.0 app, you may see this error message: "An account already exists with that email or phone number."

There is a chance you've already used the app powered by ChargeLab in the past and have an existing login. Click on Log in instead and enter your email or phone number. It should provide a one-time password for you to enter. Check your profile info and payment method on file to ensure it's up to date.

Bonus: You'll be able to see your charging history from your combined sessions in the Ivy app too!

If you still encounter an error, submit an inquiry or call us at 1-800-301-1950.

How do I view my payment history?

To view your payment history, follow the steps below:

Log into the Ivy Charging Network 2.0 app.

Click on the Account tab in the bottom right corner.

Select Activity.

Select Payments and then Payment history.

How do I add or change my payment method?

To add or change your payment method, follow the steps here.

Locations.

How can I find Ivy Charging Network locations?

You can find charging stations at ivycharge.com or on the Ivy mobile app for iOS and Android.

How do you select locations?

Ivy’s Charge & Go locations are carefully selected to provide coverage across the province, giving EV drivers the confidence to explore all that Ontario has to offer, and with the goal of providing the best customer experience. Each of our Charge & Go locations offer convenient access around the clock and amenities, such as washrooms, refreshments and food to enhance our customers’ experience.

We have partnered with 10 communities to bring our Charge & Go network to select locations across the province.

How can I add a charging station on my property?

We’d love to partner with you! Please fill out the inquiry form on our Partnerships page and our business development team will reach out to you.

Pricing.

How much does it cost to charge with Ivy?

As of November 1, we're introducing a per-kWh pricing pilot at all ONroute locations, where EV drivers will be charged based on the amount of energy they consume. Looking ahead, our vision is to extend per-kWh pricing across our entire network. Learn more here.

At Ivy’s Park & Charge (level 2) chargers, our partners set their own price, which will appear on our app.

For our fast-charging network, excluding ONroute locations, our price is $0.40/minute ($23.73/hour), tax-inclusive.

How does Ivy set its prices?

Ivy’s Charge & Go pricing is competitive compared to other fast-charging networks and adheres to the regulatory pricing requirements set by Measurement Canada. It allows us to grow and maintain a network that makes charging on-the-go easy, reliable and seamless. Currently, the industry in Ontario sets pricing on a per-minute basis without the type of day-to-day fluctuation that can be seen with gas prices. In setting our prices, Ivy also considers the charging curve and expected usage for EVs that can accept between 50 kW to 150 kW.

Ivy’s Park & Charge pricing is set by our partners, and we encourage them to adopt a similar approach.

Note: We’ve engaged with Measurement Canada on executing energy-based pricing (by kWh) and will provide further updates as we get closer to going live across our network.

General.

What is the difference between L3 and L2 chargers?

Ivy offers Charge & Go (L3 DC fast charging) and Park & Charge (L2 AC destination) charging stations. Our Charge & Go fast charging network allows drivers to charge at convenient locations with quality amenities all across the province with charging speeds ranging from 50 - 150 kW at each location. Our Park & Charge locations offer AC charging with speeds up to 7.2 kW for drivers who have reached their destination and have time to spare. Charging speeds for each EV or PHEV will vary based on various factors including car model battery capacity, battery state, external weather conditions, and power-sharing when more than one car is charging.

Who owns Ivy?

Ivy Charging Network is a joint partnership between Ontario Power Generation (OPG) and Hydro One.

Hydro One and OPG have a long history of powering Ontario and recognize the vital role each company plays in helping Ontario communities grow and thrive – now and in the future.

As Ontario’s largest transmission and distribution service providers, and its largest power generator, both Hydro One and OPG are uniquely positioned to create an effective electric vehicle (EV) charging network that meets the needs of today’s EV drivers while also facilitating increased EV adoption in Ontario.

Etiquette.

Does Ivy have idle fees?

At present, Ivy doesn't charge idle fees at our charging stations. As a courtesy, we ask our members to watch their app notifications and clear the space for the next member once their session is complete.

What precautions should EV drivers take to help avoid the transmission of the COVID-19 virus while charging?

Ivy recommends following Health Canada guidelines when operating public chargers. We also recommend the following:

When possible, use a disinfectant wipe on the charger handle before and after use;

If no disinfectant wipe is available, be sure not to touch your eyes, nose or mouth and sanitize or wash your hands immediately after use.