Question 1

Where can I buy my own wallbox for charging at home?

Accepted Answer

If you want to benefit from faster and more convenient charging at home, you can contact a specialist wallbox supplier. If you're leasing your car, ask your leasing company if they have a preferred supplier. Also, note that the purchase and the fitting of a wallbox may be eligible for government grants.

Question 2

My car is charging to 100% even though I set the limit to 80% or another level. Why does that happen?

Accepted Answer

We are aware that this is happening with a few of our cars. This will not affect your warranty. We are working on a future software update which will solve the problem.

Question 3

What is the point of charging timers and how do they work?

Accepted Answer

Charging timers allow you to leave your Polestar 2 plugged in but control exactly when it will charge. This is particularly useful in environments where electricity may be cheaper late at night. The charging timers can be scheduled in the car- When plugged in and not charging, the info pill will display a blue halo, indicating that a charging timer is active, and that charging will take place. It is possible to monitor and set charging timers in the Polestar app (version 3.6 required).

Note: the charging timer is not location based and will restrict AC charging according to the schedule at any location. You should keep this in mind if charging outside of regular routines where the schedule may prevent charging.

Question 4

Does the Range Assistant app replace the Driver Performance app and how does it work?

Accepted Answer

Yes. The new Range Assistant app provides a far greater amount of useful information that can help increase range confidence and improve your efficiency as an EV driver. 
The Range Assistant app presents two main figures to the driver: instant consumption and range. These figures are based on the driver’s current input and not a trip average. They are designed to help the driver adjust their driving style if necessary. There may be a difference between the predicted range figure in the Range Assistant app and the range shown in the driver display. This is due to the range in the app being based on instant consumption, while the range in the driver display is based on a linear average algorithm related to the SOC (state of charge).

Question 5

Can I use my ordinary Plugsurfing card with the Plugsurfing - Polestar edition app?

Accepted Answer

Yes. You don’t need a new charging card to use the Plugsurfing – Polestar edition app. The charging card you received with your car gives access to all offers.

Question 6

I have received an extension of the IONITY offer, how do I access it?

Accepted Answer

The IONITY preferential price will extend automatically. You only need to activate your Plugsurfing – Polestar edition card and add a payment method in the app. If you have an ordinary Plugsurfing card (and not the Polestar edition), this also gives access to the extended IONITY offer. Download the Plugsurfing – Polestar edition app, create a new account, activate the charging key and add a payment method

Question 7

I have activated my Plugsurfing – Polestar edition card, but how do I know that the IONITY preferential price has been activated?

Accepted Answer

The price should automatically appear in the Plugsurfing – Polestar edition app when browsing any IONITY station. If the price is incorrect, please contact Plugsurfing customer support.

Question 8

I cannot setup my Plugsurfing – Polestar edition account, what should I do?

Accepted Answer

Please reach out to Plugsurfing support

Question 9

Why are not all charging stations covered by Plugsurfing – Polestar edition?

Accepted Answer

Plugsurfing is Europe’s largest e-mobility service provider with over 500 000 charging stations, but indeed not all stations are covered yet. We will in collaboration with Plugsurfing further extend the network for Polestar customers.

Question 10

How do I get a hold of a Plugsurfing – Polestar edition card?

Accepted Answer

All customers get a Plugsurfing – Polestar edition card included in the car during handover. We cannot send the card in advance, but the customer can prepare by downloading the Plugsurfing – Polestar edition app, setup an account & payment method. After the handover, the customer pairs the card with the Plugsurfing – Polestar edition account and will receive Polestar’s preferential pricing. If you did not get a card during the handover, please reach out to Plugsurfing support.

Question 11

What is the purpose of using Plugsurfing – Polestar edition?

Accepted Answer

The main benefit of Plugsurfing – Polestar edition is its wide coverage of charging stations all over Europe, as well as the convenience of not having to sign up for local services when travelling to new places. Additionally, we are providing offers via the service, such as preferential prices on IONITY.

Question 12

How do I use my Plugsurfing – Polestar edition card or app at IONITY’s public fast chargers?

Accepted Answer

Utilising the supplied Plugsurfing card or the linked, updated Plugsurfing – Polestar edition app at IONITY chargers will enable the preferential rate with no additional requirements for Polestar owners – no extra subscriptions, apps, authentication methods or charging tags.

The reduced IONITY rate agreement is accessible to Polestar owners who use the supplied Plugsurfing charging card delivered with their Polestar.

• The reduced rate is also accessible via the Plugsurfing  – Polestar edition app, which needs to be updated to reflect the reduced pricing and must be linked to the same account as the Plugsurfing – Polestar edition card supplied with the vehicle.

• Scanning QR codes on charging stations will not validate the reduced pricing.

Question 13

I have lost my Plugsurfing – Polestar edition card or purchased a pre-owned Polestar, what do I do?

Accepted Answer

If your card has been lost or stolen, please deactivate it in your account in the Plugsurfing – Polestar edition app. You can order a new card via online purchase directly in the app. This also applies to customers of pre-owned Polestars. If you have any issues when ordering your card, please contact Plugsurfing support.

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