How do i start a charging session with the Exploren App?

To start a session: Download the Exploren app from the App Store or Google Play. Register for an account. Add a payment method (if required for paid chargers). Scan the QR code on the charger or manually enter the 4-digit station ID. Plug your cable into the charger (if it’s a universal socket). Plug your vehicle in – ensure the connector is fully inserted and locked. Start the session through the app.

I'm being asked to pay an outstanding amount, but payments keep failing. What should i do ?

This can occur due to a failed transaction from a previous session. Please try the following: Check that your payment method is up to date. Try re-entering your payment details or using a different card. If the issue persists, contact Exploren Support for assistance.

What type of plug does my vehicle use ?

The vast majority of EVs in Australia use the Type 2 (Mennekes) connector. However, some vehicles may use other standards such as: Type 1 (J1772) – common in older models CHAdeMO – mostly for some Japanese models Always check your vehicle manual or contact your manufacturer if unsure.

Exploren Support

Support Capabilities

Comprehensive support to keep your chargers online and performing at its best. Powered by Australia’s most trusted EV software provider.

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EXPLOREN SUPPORT

Reliable Support Starts with Exploren

We understand your assets are essential to operational continuity. That’s why Exploren goes beyond standard support – offering three specialised capabilities that keep your chargers operating at peak performance. With expert customer support, proactive monitoring, and preventative maintenance, your customers can always depend on a reliable experience.

Our Support Services

Driver Support

Your customers come directly to us for assistance, so you can stay focused on running your business. Our expert team handles queries and resolves issues quickly to keep your customers satisfied.

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Proactive Monitoring

We continuously monitor your chargers to detect and address potential issues before they impact your operations. This ensures your network stays reliable and your customers experience effortless charging.

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Reliable Maintenance

Keep your chargers performing at their best with our dedicated maintenance services. If a charger goes offline, our technicians will repair and restore it promptly, minimising and maintaining customer confidence.

(This is an additional service, contact us to find out more information)

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Driver Support

Any charging issues your customers experience are handled directly by the Exploren Support Team, so you can stay focused on your business operations. Depending on the nature of the issue, we’ll perform either a remote account health check or a charger health check to quickly resolve the problem and get your customer charging again without delay.

Proactive Monitoring

To ensure high uptime, we take proactive monitoring extremely seriously. Using Exploren, we continuously track charger performance so issues are detected early. If a charger goes offline for more than an hour, our team will contact you. And if a fault occurs, we act immediately to get it resolved.

Maintenance

Our flexible, tiered maintenance packages in partnership with EVSE offer remote support, analytics, and priority service. Combined with proactive monitoring, this maximises charger uptime, boosts efficiency and driver satisfaction, and keeps your network online while protecting revenue. If a charger breaks down, out team will attend promptly to fix it, minimising downtime and ensuring smooth operations.

What our team will do

Sense-check charging activity
Review session health
Call customers who experienced charging issues
Diagnose faults
Attempt remote resets
Escalate internally when needed

Our frontline support team is trained to resolve issues quickly and efficiently.

Customer Support Testimonials

Great assistance with an ongoing issue… thank you Brian.

G.B

Great customer service and excellent technical support, highly recommended.

N.M

Finding a charger at Jervis Bay Hotel in Huskisson was a relief, with limited local options. Rowan from Exploren provided excellent support and provided an all-round great experience.

E.F

Exploren’s support team was quick and efficient, even when I accidentally sent an empty enquiry. Great service as I set up my RFID for our new Polestar 4.

B.P