How can we help?

We are always striving to make PUMP the most easy to use EV charge planning and navigation service available on the market. But sometimes things just don't work as expected. Please check our FAQs below first and in case we haven't covered your question or issue yet, feel free to

contact our support

Frequently Asked Questions

General

  • • I am a first time user - what can PUMP do for me?
    PUMP makes finding public chargers as simple as possible. When starting PUMP for the first time you choose your specific car and from that point on, you only see chargers that are compatible with your car. Second, PUMP supports different use cases: finding chargers in your vicinity, while being on a trip or at your destination. At any point you can lookup chargers right on the map including all the important details of a charging station including its availability over the course of a specific day. Third, you can always plan a complete trip with PUMP including all the required charging stops.
    Last modified: 8/6/2022
  • • What's the difference between PUMP and PUMP Pro?

    PUMP

    Start using PUMP today

    Free


    • The world's fastest trip planner
    • One-tap charge planning
    • Select, connect and monitor your EV
    • Only one vehicle at the time
    • Avoid charging operators
    • Real-time charger stats & notifications

    PUMP Pro

    The best you can get

    € 4.99 a month or
    € 49.99 a year -20%


    • All of PUMP plus
    • CarPlay Support & Navigation
    • Add waypoints & return trips
    • All your vehicles, all the time
    • Prefer charging operators
    • Live traffic support
    • Advanced routing options
    • Pay once, share with your family
    • Dedicated premium support
    • And the first 7 days are on us :)
    Last modified: 8/6/2022
  • • How do I plan my next trip with PUMP?
    When planning a trip, there are typically two phases to consider: before the trip and doing the actual trip.

    Before the Trip (optional)
    Even before getting into your car, it's always a good idea to check on the phone what your planned trip looks like by entering your destination and if necessary your start. Set your battery charge to the level you are planning to start with and hit the "Plan Trip" on your phone. By that you get an idea of how many charging stops you required, what operators are selected and what your total travel and charging time looks like.

    Doing the actual trip
    When you are ready to go, just enter your destination and plan your actual trip. Keep in mind that the trip could look a bit different this time as the weather or traffic changes. In case your car is connected to PUMP, we already know your current battery level. If not, just set your current level and replan. You can always prefer and avoid certain operators.
    If your car supports CarPlay, your trip shows up on your infotainment and you can start your navigation. No matter if you use the app or CarPlay, you always see your next charger in the display and your expected battery level at your next stop. While arriving at your next charging stop, charge the car to the recommended battery level and continue your trip. If you decided to charge shorter or longer for whatever reason, make sure you are recalculating your next stop by stoping the current session and recalculate your trip either on the phone or in CarPlay. Repeat those steps until you arrive at your destination.

    Routing Options
    At PUMP we have chosen a couple of defaults while calculating trips for you: the start and end battery level or at a charge stop. Should we avoid highways or toll roads? You always find those options in the Routing Option section of the menu. Make sure you adjust those to your needs before planning a trip.
    Last modified: 8/6/2022
  • • Why couldn't PUMP calculate a route?
    Sometimes we can't calculate a route given your input. There are many reasons why this might be the case and it is not always the end of the story. Let's look at the main reasons and how to avoid this from happening.

    No chargers available in a certain area
    Most of the time when this happens, you are trying to find a route in an area with not enough chargers or chargers missing in our data base. Even though we have more than 150.000 charging stations in our database, there is still a chance of a few areas in Europe which are not covered yet or are yet not sufficiently supported. If this is the case, check the respective area on our map and get an idea if chargers are available or not. Sometimes it could help to nudge PUMP into the right direction: if there is an option to take a different route with better coverage or to an off-route charger, add a waypoint that makes PUMP considering a different route and plan again.

    Too limiting battery settings
    The second most common reason for a failed trip are too demanding battery level settings, be it at the start, at charging stops or the destination. Make sure to start with the highest battery level possible, try not to arrive with a to high battery level at your destination or a charging stop. In other words, try to maximize your range. If you are worried to arrive at your destination with a too low battery level, just check if there are slow chargers at your destination which you can use to recharge over night.

    Too low charge level at the start
    A special problem is the start of a route with too low charge level: PUMP always looks for a route on the direct way to the destination and only accepts small detours for possible charge stops. This is not a problem on a normal trip, but at the start of a route it can lead to no charge stop being found if the battery level is too low. In this case, first look for a suitable charging station in the area, charge there first and then plan your further trip as normal.
    Last modified: 8/7/2022
  • • Can I choose an alternative route?
    At this point we don't offer alternative routes while planning a trip. This is something we are working on right now. In the meantime, there is a workaround available: waypoints. In PUMP Pro you can add waypoints to you trip, which will help PUMP to calculate an alternative route to your destination. Sometimes it's enough to just add another waypoint to achieve the route you wanted to see in the first place.
    Last modified: 8/6/2022
  • • How is PUMP selecting chargers along a route?
    At PUMP we choose the best chargers based on set of criteria, something you typically can not do manually by just looking at a map. Without going too much into the technical details, here are a few of the criteria we use while finding the most appropriate chargers for your trip:
    • the consumption of the car and by that the achievable range
    • the detour required to reach the charger
    • your preferred and avoided operators
    • the charging profile of your car i.e. the max charging speed
    • the reliability of a charger
    • the availability of a charger i.e. the number of available stalls
    In the end we rank all possible chargers for your next stop and pick the best given those criteria.
    Last modified: 8/6/2022
  • • Can I filter chargers on the map according to their speed?
    PUMP is know for its simplicity. One of the things we try to avoid wherever possible are permanent filters and settings. Our approach is different: when viewing the map, your zoom level determines which chargers are shown. If you zoom out, you only see Hyperchargers above 150 kW. The more you zoom in, slower chargers will be shown and on the city level you see all chargers including slow chargers with 11-22 kW and below. On top, its your car that determines which chargers are shown on the map.
    Last modified: 8/6/2022
  • • My car can charge with up to 200 kW - Why did you choose slower charger?
    Well, the simple answer is, there are no other chargers available. PUMP is always trying to select the most appropriate chargers based on several criteria, one of them being maximum charging speed.
    Last modified: 8/6/2022
  • • Can I make PUMP to only choose chargers with 4 and more stalls?
    Similar to the charging speed, people want us to select only charging spots with more than 4 stalls as an example. We actually have such a criteria already build into our trip planner, but sometimes it is simply not possible to satisfy that criteria, so we have to go back and choose the second best charging spot which might have less stalls.
    Last modified: 8/6/2022
  • • How do you calculate the consumption of my vehicle?
    While calculating individual trips we always use vehicle specific consumption models that represent the consumption of the vehicle at a certain speed and temperature. On top, we are also considering the height profile of the route. In addition, you have the possibility to adjust your consumption due to a higher than normal speed, a heavy trailer or roof box that increases the air resistance of your car.
    Last modified: 8/6/2022
  • • Are you supporting Android?
    Simple answer: not at the moment. We are aware, that many Android users would like to use PUMP on their phone, but given our current capabilities we still have to focus on iOS at the moment.
    Last modified: 8/6/2022
  • • I want to test drive PUMP. Ist this possible?
    Every PUMP Pro subscription comes standard with a 7 days trial period. During that time you can use PUMP for free. In case you don't like it, just deactivate the subscription renewal in your AppStore account and nothing will be charged. After 7 days, the payed pro subscription starts.
    Last modified: 8/6/2022
  • • Are you supporting specific charging services or charging cards?
    PUMP does not know about specific charging services like EnBW Mobility+, Shell Recharge, etc. We are focusing with our service on the actual charging operators or CPOs in the first place, because EV drivers usually have their preferred operator when doing public charging. If you are in doubt when it comes to a specific charging service, lookup the charger in the app of your preferred charging service and check if they support it. Nowadays, charging services usually have such a huge coverage, which typically overlaps with the chargers listed by PUMP.
    Last modified: 8/6/2022
  • • How can I find chargers of a specific charging operator in PUMP
    This is pretty simple: just enter the charging operator name into the search box and boom, the map shows only chargers of that operator. This feature also works with charger categories like Hypercharger (>100kW), Fastcharger (>50kW), Tesla Supercharger or Tesla Destination Charging.
    Last modified: 8/6/2022

Feedback

  • • How can I provide feedback?
    Depending on what you want to tell us, there are several ways to reach out to us.

    General app feedback
    Just use the in-app feedback function in the main menu.

    Trip feedback
    Scroll down in the trip and hit the feedback button. Part of your feedback is a link to the respective trip which gives us a chance to look at it in more detail.

    Charger feedback
    While looking at a specific charger you can send us your feedback regarding this charger via the feedback button. If a charger is missing in PUMP, use the standard feedback function.
    Last modified: 8/6/2022
  • • I am missing a specific charger in PUMP. What can I do?
    We are always interested to learn from you about missing charging networks or specific chargers. Just send us your feedback via the PUMP menu. If you are a charging operator, we are always open to include your network into PUMP. For quality reasons, we typically prefer direct connection to operators rather than going thru an aggregator.
    Last modified: 8/6/2022

Vehicle Connectivity

  • • What are the supported brands?
    We are currently supporting vehicles from the following brands:
    • Aiways
    • Audi
    • BMW
    • Citroën
    • Hyundai
    • Kia
    • Mini
    • Opel
    • Peugeot
    • Renault
    • Seat
    • Skoda
    • Tesla
    • VW
    Last modified: 8/6/2022
  • • What do I need to connect my vehicle?
    If you own an EV that is supported by PUMP, you simply use the same account you use in the official app of the manufacturer. This is typically an account email and the associated password. We are not storing your credentials on our server, but use the authentication that is provided by the manufacturer.
    Last modified: 8/6/2022
  • • I can't connect my vehicle. What can I do?
    In case we can not connect your car, please check the login credentials, typically your account email and password. If you are still not successful, please contact our support. In case you are an Aiways customer, make sure your account email is in small caps only and you are not using the user name for the login, but your account email.
    Last modified: 8/6/2022
  • • Is the online connection to my vehicle secure?
    We use the same connection that is used by the official apps of the manufacturer. We are just reading data and do not actively modify the state of your vehicle. For more details please check out our privacy policy.
    Last modified: 8/6/2022
  • • What happens with my data?
    We only retrieve and store data from your vehicle that is necessary to provide the service you can use in PUMP. More specifically we don't track and store the location of the connected vehicle. In case you decide to delete the vehicle in PUMP, the connection to your car is deleted as well. For more details please check out our privacy policy.
    Last modified: 8/6/2022
  • • How do I use PUMP with a different navigation app?
    You don't have to use the build in navigation when using PUMP, but you are for obvious reason losing the ability to monitor your battery level at your destination and the real time view on your next charger. If you still want to use apps like Apple or Google Maps, just click on the share button at a specific location or charger and your next waypoint will be used as a destination in the respective app.
    Last modified: 8/6/2022
  • • Is PUMP recalculating my plan if I can't reach the next charger?
    Yes, if your SoC at your next stop is below 4%, PUMP asks you if you want to recalculate the route looking for a new charger.
    Last modified: 8/6/2022
  • • How can I skip a charger?
    Currently you can not skip a specific charger in your plan. We will support this feature in the future. As a workaround you can always stop your current session and manually trigger a recalculation which will then consider your current battery level and eventually chooses a different charger.
    Last modified: 8/6/2022
  • • Can I select or avoid a specific charger in my trip plan?
    This is currently not possible, but we are working on such a feature in a upcoming release.
    Last modified: 8/6/2022

Settings & Options

  • • Can you explain the various Routing Options?
    The Routing Options function offers a couple of options used during route planning. Those include certain defaults being used or options to influence the selection of certain routes.

    Operators
    With this option you can select specific charging point operators or CPOs that are shown be default in the list of CPOs to prefer or avoid in a concrete route. The CPOs selected here are always shown in that list including the once being selected for a specific route.

    Departure State of Charge
    This is the default battery level used when calculating a trip and not using an online connection to your vehicle.

    Arrival State of Charge
    This is the battery level at your destination while calculating a route. Increase this value if there is no charging station available at your destination.

    Charge Stop Arrival State of Charge
    This is the battery level we consider at your charge stops. If you are more experienced with PUMP and your car, you might lower this value in order to achieve a higher range. If you are unsure about your vehicle range, you might want to increase this value.

    Adjust Consumption
    Even though we use specific consumption models for your selected vehicle, you might want to increase or decrease the consumption of your car based on your driving style, speed or additional weight of the car.

    Show Enhanced Trip Details
    This switch enables more detailed infos in a route leg like the calculated consumption, the considered temperature and the height profile of that route section. Those details give you a better idea of the planning parameters being used for the current plan. If the assumed consumption is either to high or to low based on your own experience, you can for example adjust the consumption with the respective setting above.

    Avoid Setting
    In case you want to avoid highways, toll roads or ferries on your trip, use the respective switch to turn those on and off.
    Last modified: 8/6/2022

Things you probably haven't tried yet

  • • Filter chargers based on your map zoom level
    PUMP is know for its simplicity. One of the things we try to avoid wherever possible are permanent filters and settings. Our approach is different: when viewing the map, your zoom level determines which chargers are shown. If you zoom out, you only see Hyperchargers above 150 kW. The more you zoom in, slower chargers will be shown and on the city level you see all chargers including slow chargers with 11-22 kW and below. On top, its your car that determines which chargers are shown on the map.
    Last modified: 8/6/2022
  • • Search for chargers of a specific operator
    This is a neat little feature: just enter the charging operator name into the search box and boom, the map shows only chargers of that operator. This feature also works with charger categories like Hypercharger (>100kW), Fastcharger (>50kW), Tesla Supercharger or Tesla Destination Charging.
    Last modified: 8/6/2022
  • • Get real time notifications of you next charger
    Imagine you driving to a charger and you want to make sure that this charger is still available when you arrive. A similar use case is waiting for a charger in your vicinity to become available. Be the first to get to know. Just open the charger in PUMP and hit the bell button. You can now choose to get real time notifications until you arrive at the charger, continuously or for the next 30 or 60 minutes. We only notify you when not charge point is available anymore. Last modified: 8/6/2022
  • • Find chargers at your destination
    Finding chargers at your destination is pretty straight forward: just enter your destination and PUMP will show you the next 6 available chargers in the vicinity. Combined with the notification feature you can easily make sure to find an available charger when you arrive.
    Last modified: 8/6/2022
Any other question?

Contact our support