Help Center

Our Support (+91-8006400320) is available from 10 AM to 6 PM IST Monday to Friday. You can still reach us via email at [email protected] or our social media channels for any issues.

For sales & partnership inquiries, you can write to us at [email protected].

It could be that you have called us outside of our business hours or our agents might have been busy at the time of your call. Do not worry, we know you have called us, and we will return your call as soon as possible.

Yes, you can reach us at +91-8006400320 or WhatsApp us at the same number for instant support.

This channel is monitored by our Sales team and the response might not be instantaneous. But rest assured that if you provide your contact information, we will get back to you within 24 hours.

The charging cost is determined based on the following factors, and it varies from station to station:

• The location of the charging station
• The time of the day
• Cost of electricity at the location
• Charging speed (AC / DC)
• Charge point operator

When you use a charging station on the Tecell app, you will see the price for that station. On certain stations, a one-time minimum charge fee might apply. This fee will have to be paid even if the charging session is ended abruptly by yourself or by any unforeseen circumstance (power failure, etc.).

All available charging stations are marked with a green colored icon on the map. The charging station details will also state whether the connector on the charging station is available for charging.

There are multiple reasons for a station to be in an unavailable state:

1. There might be a power failure at the station
2. The station might not be connected to our server due to a network issue
3. The site owner has switched off the charging station

In scenarios 2 & 3 mentioned above, you can reach out to the site owner for support and they will be able to resolve the issue. If not, you can reach out to our customer care for a resolution.

In certain situations, if the charging station is not responsive, the charging session might not start, even if the station is showing as available. This is generally a temporary issue. Please wait for 4-5 minutes and try again. If this still doesn't work, please call our customer care for instant support.

The timer in the app represents the total time since the charging session was initiated via the app. At the end of the charging session, we will calculate the actual time of charging and ensure that the amount you pay will reflect the actual consumption.

In such cases, you can disconnect your vehicle from the charging station and leave. The charging session will end in the mobile app automatically when the charging station is restored with power. The amount paid by you will NOT include the duration of the power failure; it will only include the power consumed by your vehicle.

If this does not reflect in the mobile app even after 24 hours, please contact our customer care to resolve this issue.

The charging price is determined based on the following factors and it varies from station to station:

• The location of the charging station
• The time of the day
• Cost of electricity at the location
• Charging speed
• Charge point operator

This feature is not available currently and will be introduced soon.

The invoice is generated once per day and will be sent to your registered email address.

There is sometimes a 30-45 minute delay in communication with the charging station. So during this period, if the station transitioned from the available to unavailable state, this situation might arise. We are constantly trying to improve the process; hence, if this ever occurs, please inform us so we can rectify the issue.

In the Tecell Mobile App, the charging station's connector type is shown as an icon and written in text as well. Just ensure to filter for charging stations matching the connector type of your vehicle.

However, with the 3-pin sockets, some of the charging stations might be using an industrial socket which is slightly different from a regular 3-pin socket. In such cases, please carry an adapter with you or ask the site owner for an adapter.

Currently, we support only credit cards (Pay-as-you-go) and UPI (pre-paid plan) for payment.

No, we only support the UPI mode of payment with prepaid plans to top-up your wallet.

Please choose UPI as the payment method at the time of registration of your profile. If you have not done this, then go to your profile → update your profile → you will then get an option to update your payment information. Then select UPI and provide your UPI ID.

Yes, just mention your UPI ID, and any transaction will be routed to the wallet in which this UPI ID is registered.

Go to your profile → update your profile → you will then get an option to update your payment information.

Currently, only credit cards can be used.

These are plans created by Tecell. With every pre-paid plan, you will have a certain discount which shall be applied when you use the app to perform a charging session. The money deposited via the plan will be available for the next 12 months, after which it will expire and is non-refundable.

Tecell does not provide a refund for any of the pre-paid plans. You still have the ability to use the amount for any charging session in the next 12 months.

Yes, you have the ability to recharge your wallet based on any amount you choose. But the pre-paid plans are pre-defined and cannot be customized.

Users who do not want to install our mobile app for initiating charging sessions can just scan the QR code available on the station. This will open a webpage with an option to perform a charging session without installing our app.

Please note that this method is available only with a credit card at the moment, and the price for charging via this method might be different from charging via the app. At the end of the charging session, disconnect your vehicle from the charging station, the charging session will end automatically in 3 minutes, and your money deducted from your credit card.

Yes, we sell all kinds of charging stations from electric two-wheeler to commercial/heavy electric vehicles. Reach us at [email protected] or +91-8006400320 to know more.

You can click on the icon representing a charging station on the map or search for a particular location or filter the type of charging station you are looking for.

This depends on the site owner; meaning the owner of the location where the charging station is installed. Please speak to the site owner if you are in doubt.

Available – It means the charging station is online and functioning accurately. Thus it can be used for charging.

In-use – It means that the charging station is currently being used by another customer and hence cannot be used until that charging session ends.

Unavailable – It means the charging station cannot be used for charging at the moment.

There are multiple reasons for a station to be in an unavailable state:

1. There might be a power failure at the station
2. The station might not be connected to our server due to a network issue
3. The site owner has switched off the charging station

In scenarios 2 & 3 mentioned above, you can reach out to the site owner for support and they will be able to resolve the issue. If not, you can reach out to our customer care for a resolution.

This is because currently, the Tecell app shows only stations connected to the Tecell network. But we are in the process of integrating other networks of charging stations as well. Pretty soon you will be able to view other charging stations too.

Please reach out to our support team with details mentioning the charging station name, the time of this event, and your customer email ID. We will verify the information provided and if there is a fault on our end, we will ensure that you are compensated appropriately.

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Most four-wheeler electric vehicles are compatible with DC charging. However, please note that the connector type on your vehicle and the maximum DC kW supported by your vehicle might vary.