Have a question about charging? Start with our FAQs here. Interested in EV charging on your land? Contact our team.
Osprey Charging Network
5 Martin Lane
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with us: 0800 058 8400
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Frequently asked questions.
On our Circontrol Raption units, when using a contactless debit or credit card, a pre-authorisation amount of £25 is reserved on your card. The pre-authorisation amount is then cleared within a few working days of your charging session and you will only be billed for the kWh used. Please note that some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
When using the Osprey app or Osprey RFID card, we may take a £25 payment reservation (pre-authorisation). At the end of a charging session, we will only bill you for the energy you used. If your session didn’t start as expected, you can retry, and we will reuse the existing pre-authorisation. Payment reservations are usually adjusted a few minutes after the end of your charging session. If you charged above the £25 you may see two pending Osprey charges on your account, £25 and the remainder over the pre-authorisation amount. While the transaction is updating you will see “payment due” or “pending” as the status in billing. Some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
Some of our chargers (Tritium and Kempower units) will perform a payment reservation (pre-authorisation) of £45 on your bank account. This is just a pre-check and is not actually taken from your bank account. Please note that some banks (including Monzo, Starling and Revolut) will show this as a transaction on your statement, however, the charge is pending and will usually clear in a few working days.
Normally the pre-authorisation amount takes a couple of working days to clear in banking statement. If you had a failed charge and no charge took place, the full pre-authorisation payment will be returned to you within a few working days. Please note that some banks take longer to clear the pre-authorisation fee. If you have concerns, please contact your bank directly.
You can pay for your charging session using contactless payment via credit or debit card, ApplePay or Android Pay. You can sign up for an Osprey Account, where you can use an RFID card or charge via the Osprey App. You can also pay for charging through various third party apps and RFID cards including ZapPay, Shell Recharge, Elli, Octopus Electroverse Network and Bonnet.
No, all of our chargers accept contactless bank cards.
Please check signage on site: the majority of our chargers do not have a time restriction, and you only pay for the electricity you put in your car. However, some car park owners have a maximum stay in operation across the carpark, which also applies to the EV bays. Where this is the case the carpark signs will clearly state the maximum time allowed.
When updating your payment card details on our Osprey app, please ensure the relevant card information is entered manually, rather than selecting stored card details saved on your phone device. This will ensure the card details being entered are correct and the process is accepted. We accept all major credit and debit cards, except American Express. If you have any issues adding card details, please contact us at: [email protected].
If the charger appears offline and has red lights showing check the emergency stop button is released (red button located on the left side of the unit). Pull the button out and press restart on the screen. After a few moments the lights will change to green. The charger is now ready to use. Check out our how-to videos here.