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Get assistance and answers to our most frequently asked questions.

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.

Connected services provider transition.

Why are you transitioning to a new connected services provider?

To improve our customer experience and ensure EV drivers are having seamless charging sessions, we’ve decided to transition to an Ontario-based connected services provider. 

How will this improve my charging experience?

You can expect exciting changes in your charging experience such as easy payments using your credit card, a brand-new app for both public charging and Ivy home, and an overall better customer service experience. 

What mobile app do I use?

During our transition to a new backend service provider, charging will be free at affected stations. The current Ivy Charging Network app will just show the station status prior to January 16 and you won't be able to use it to start a charge. Just plug in your vehicle, and start the charge. 

To prepare for a seamless charging experience, please download our new
Ivy Charging Network 2.0 app. Create a new user profile, add your payment info and activate your existing RFID. Once the transition is complete at each location, you'll be able to use the app to find stations, pay and start a charge. 

Can I use my existing Ivy 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 prepare for the transition?

All you need to do is download our brand-new app, Ivy Charging Network 2.0  and create a new profile with your personal information. Then sit back and relax, we’ll do the rest. 

Can I still use my old RFID card?

Yes! You can continue using your RFID card once you connect it to our new app, Ivy Charging Network 2.0. Starting January 16, 2023, follow these simple steps to activate your existing RFID Card:

  1. Download the app.
  2. Create a new profile.
  3. Select RFID Card, then Activate Card.
  4. Input your RFID card number, then click Submit. 
  5. Once the transition is complete as each location, you can use your RFID card to start a charge.

If you experience issues, submit an inquiry or call us at 1-800-301-1950. 

I have money in my wallet on the old app. Can I get a refund?

Of course! Our team will be issuing refunds for the balance in your Ivy e-wallet. Expect to see the refunded amount appear on your credit card statement after our transition is complete. Look for Zeco Systems Pte Ltd on your statement. We'll be in touch on when you can expect to receive a refund.

Will your call centre be available during the transition?

Yes! You can reach us at our new toll-free number 1-800-301-1950 if you have any questions. While chargers are being onboarded to our network, we’re happy to walk you through the process of starting a free charging session and ensure you get all the help you need! You can also email [email protected] for assistance.  

How long will this process take?

We are working hard to connect the network quickly across Ontario, we will be transitioning the network in phases. Follow us on social media to get the latest updates on the transition. Check out our Ivy app for location updates in real-time.

Note: We are working on providing real-time updates on PlugShare and appreciate your patience until then. Please use the Ivy app for the most accurate charger status.  

How will the charges appear on my credit card?

After the transition, look for Ivy Charging Network on your credit card statement. Note that your charges will accumulate so you are billed just once a month to avoid unnecessary transaction fees 

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: 

  1. Click on Account in the bottom right corner of the app. 
  1. Select Payments. 
  1. 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: 

  1. Click on Account in the bottom right corner of the app. 
  1. Select RFID cards. 
  1. Select Order RFID card. 
  1. Enter your info and then click Place order 

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 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: 

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

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!  

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:

  1. Scan the QR code on the charger with your mobile device.
  2. Follow the onscreen steps and then enter your credit card information.
  3. 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:

  1. Input your credit card information on the Ivy app.  
  1. Scan the QR code on the charger. 
  1. 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. 

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.

How do I view my payment history?

To view your payment history, follow the steps below: 

  1. Log into the Ivy Charging Network 2.0 app. 
  1. Click on the Account tab in the bottom right corner. 
  1. Select Activity. 
  1. Select Payments and then Payment history.

How do I change my payment method?

To change your payment method, follow the steps below: 

  1. Log into the Ivy Charging Network 2.0 app using your phone number or email address.  
  1. Enter the one-time password you receive either via email or text message. 
  1. Select the Account tab in the bottom right corner. 
  1. Under Activity, select Payments.
  1. Select Add new payment method. 

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?

At Ivy, we strive to provide value to all of our members with a variety of EV models and battery sizes, which is why we offer a blended rate across all charging power levels at $0.30 per minute (50 kW - 150 kW).

Most drivers using our Charge & Go location can get 150 km range of charge for $7 to $11 in 10-30 minutes depending on their vehicle and the selected fast-charger option.

Ivy’s Park & Charge (level 2) partners can set their own price, which will also appear on our app as well as others.

All prices are subject to change.

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, and external weather conditions.

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.

Support line.

Are you an EV driver who needs help now?

We are available 24 hours a day, 7 days a week for charging support and to help with your account.

1-800-301-1950

GET IN TOUCH

Simply fill out the form below and an Ivy team member will follow-up with you shortly.

Don't forget to download the Ivy App.

We promise, you won't regret it.