Troubleshooting support
We understand it’s frustrating when things don’t work the way you planned. That’s why we’ve put together a list of the most common problems that can occur when trying to charge, with some quick trouble shooting tips to help you get back on the road quicker.
You need the My NRMA app to charge
You will need the My NRMA app to start charging at selected sites from 27 September, with these changes rolling out to rest of the network by the end of October.
Download now to get started.
NRMA Electric charging costs
| Charger capacity | Non-member price | My NRMA member price |
|---|---|---|
| Chargers capable of up to 150kW | $0.60c/kWh | $0.54c/kWh |
| Chargers capable of above 175kW | $0.65c/kWh | $0.59c/kWh |
Get to know your charger
Before you begin your charging session, take a look at these charging instructions for our most common charger, the RT50.
FAQs
I’m trying to tap my credit card on the charger to start charging and it’s not working
You'll need the My NRMA app to charge.
Please visit the app store and download the My NRMA app to sign up, then you can input your credit card details and start charging.
I’ve got the charge cable connected to my car but can’t seem to charge
Return the charge cable to the holster and wait 60 seconds before trying again.
Make sure your car ignition is off before you start charging. You can switch it on once charging has commenced.
Make sure the cable is firmly connected to the car.
If it still doesn't work, please call 1300 233 544.
I’m getting an ‘Err 188’ message when trying to charge. What does this mean?
In the event the Emergency Stop button has been activated, the charger will display an error code 188 or ‘Err 188’.
To resolve this, twist the emergency stop button at the bottom of the charger so it pops out.
Note: The emergency stop button may be located in a different position on different chargers. On most chargers, the emergency stop will be located at the bottom of the charger. The newer RTM chargers do not have an emergency stop button. For the ABB chargers, it is located below the display screen on the left.
If this error continues, please call 1300 233 544.
I’m getting an ‘Err 50’ message when trying to charge. What does this mean?
An ‘error code 50’ appears when the vehicle has detected an error. Return the charge cable to the holster, wait 60 seconds and try again.
Make sure your car ignition is off before you start charging. You can switch it on once charging has commenced.
Make sure the cable is firmly connected to the car.
If this error continues, please call 1300 233 544.
What can I do if there's a vehicle in the charging bay and their charging session has completed, but the driver isn't around?
The My NRMA app will send a notification to the driver of the vehicle letting them know their charging session has completed. Please allow 10-15mins for the driver to return to their vehicle and move from the charging bay.
If you'd like to report the misuse of a charging bay, call us on 1300 233 544 with the details. Please note, however, that we aren’t able to remove vehicles from these bays.
Can I leave my car unattended while I charge?
You don’t need to stay with your vehicle, so you're free to explore. But it’s a good thing to keep in mind that it will take approximately 40 minutes for your vehicle to reach 80% charge.
If you lose track of time, don’t worry, the My NRMA app will send you a notification when your car has finished charging.
Once your car is charged and ready to go, we recommend that you move it to a regular parking spot so that others can use the charger. Please note that the NRMA is not responsible for any damage caused to your EV at our charging station if left unattended.
What can I expect to pay for charging across the NRMA Electric network?
From November, the NRMA will introduce a fee for use of NRMA Electric chargers.
NRMA Electric charging costs
| Charger capacity | Non-member price | My NRMA member price |
|---|---|---|
| Chargers capable of up to 150kW | $0.60c/kWh | $0.54c/kWh |
| Chargers capable of above 175kW | $0.65c/kWh | $0.59c/kWh |
I am a business NRMA member, can I enter my membership number in the app to charge?
Unfortunately, right now your business membership number won’t work in the My NRMA app. However, you can join as an individual My NRMA member using your personal details and follow the prompts to charge. The good news is you don’t need to pay to join. Note: you cannot use the same mobile number and email address as the business membership.
What are Idle fees and will they be applied?
Idle fees are fees charged when an EV continues to be connected to a charger once charging is complete. Once a charging session has finished, EV drivers will receive a text message indicating their session has completed and to return to their vehicle to make way for other users. Idle fees are not currently charged but should be expected in a future release.
Why is there a pending transaction on my nominated credit card?
We need to apply a pre-authorisation fee to ensure the credit card is valid prior to charging.
How do I get a tax invoice?
Access billing transactions in the My NRMA EV app and download a PDF version of your tax invoice.
I am a member of another automotive club, can I join the NRMA to charge?
Yes, you can join My NRMA. This membership does not provide roadside assistance. My NRMA is a membership product that rewards members every day and allows them to unlock exclusive perks across the NRMA Group like best price for members and flexible bookings, as well as thousands of discounts with our partners.
Why do I need to enter my credit card details twice?
We have two separate payment gateways, one for My NRMA membership and one for EV charging. To protect your information we cannot share this data between systems. We are working on a better experience for you.
Where do I enter my credit card details?
In the My NRMA app, navigate to your account via the hamburger menu. Click on payment methods. Scroll down the screen to enter your credit card details.
How do I remove a credit card from my payment methods?
Enter the details of the card you wish to use for the payment. Once this is saved and ticked as your default payment method, click delete and the previous payment method will be removed.
