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Frequently Asked Questions

Frequently asked questions

There are three ways to obtain an Electric Circuit card:
1.    Electric Circuit mobile app: Log in, select Profile, Electric Circuit Card and Order a Card, fill out the form and follow the on-screen instructions. 
2.    Electric Circuit website: Go to the My Account section, log in, click on My Cards and then Order a New Card, fill out the form and follow the on-screen instructions. 
3.    Telephone: Contact the CAA-Québec helpline. You will receive your card in the mail within 5 to 10 working days.
Starting June 1, 2020, a $15 fee (plus taxes) is charged when you order an Electric Circuit card. If you are a new member, don’t forget that you will have to deposit funds into your account when you receive your card so that you can charge your vehicle at Electric Circuit charging stations.

Please see the Charging Stations and Prices section.

The locations of all Electric Circuit charging stations are shown on an interactive map in the Find a Station section of the website, which includes a map and complete list of addresses. You can also use the Electric Circuit mobile app to locate our charging stations.
•    Download the Electric Circuit mobile app     

Networks Charging with the Electric Circuit Card Charging with the Electric Circuit mobile application
Electric circuit Yes Yes
FLO Yes Yes
Branché (NBPower) Yes Yes
Chargepoint No Yes

 

 

 

 

 

 

When a charging station’s status is marked as Unknown in the Electric Circuit app, it means the charging station has lost its connection to our system or is out of order. In such cases, the station cannot be activated through the app. Some stations marked as Unknown can still be activated using the Electric Circuit member card; however, we cannot guarantee that you will be able to charge your vehicle at them.

If you do use your card to start a session at a station with Unknown status, the station will retain the data pertaining to the charge in its internal memory. Billing data will then be sent to our systems once the connection has been restored. Keep in mind, though, that you may only receive the invoice for this charging session a few days later—for example, on a day when you did not charge your vehicle, which could surprise you.

We ask that you keep us informed of any stations with Unknown status by finding the station’s profile in the mobile app and tapping Report a problem. We will immediately inform the partner responsible for the charging station so that they can remedy the situation as soon as possible.

Member card

There are three ways to obtain an Electric Circuit card:
1.    Electric Circuit mobile app: Log in, select Profile, Electric Circuit Card and Order a Card, fill out the form and follow the on-screen instructions. 
2.    Electric Circuit website: Go to the My Account section, log in, click on My Cards and then Order a New Card, fill out the form and follow the on-screen instructions. 
3.    Telephone: Contact the CAA-Québec helpline. You will receive your card in the mail within 5 to 10 working days.
Starting June 1, 2020, a $15 fee (plus taxes) is charged when you order an Electric Circuit card. If you are a new member, don’t forget that you will have to deposit funds into your account when you receive your card so that you can charge your vehicle at Electric Circuit charging stations.

The Electric Circuit card is the perfect complement to the mobile app because you can use it to charge your electric vehicle even when the telecommunications network is down or your cell phone isn’t working. Cellphone batteries can die at the worst times! Order an Electric Circuit card for peace of mind on every trip and to get the most out of our network of charging stations.

Advantages :
- Starting the terminals when cell phone reception is poor

- Starting of terminals when cell phone battery is flat

- Starting terminals that are in communication loss/unknown status (in some cases)

If you lose your Electric Circuit card, you should cancel it as soon as possible by logging on to your account on the Electric Circuit website or by selecting the Profile tab in the Electric Circuit mobile app. 

If you have found your card and want to reactivate it, please send an email to support@lecircuitelectrique.com.

If you want to replace your lost card [lien vers Où puis-je me procurer une carte Circuit électrique ? ci-dessus], you will have to pay a $15 fee (plus taxes). The funds in your account are independent of your card: you will be able to access them with your new card.

If you need to start a charging session but have just lost your card, you can contact the CAA-Québec helpline. However, a $5 fee will be charged to your Electric Circuit account for all requests to activate a charging session made through the helpline. This will be in addition to the cost of your charge.

To avoid having to pay this fee, always use the mobile app at the time and then order a new Electric Circuit card for future use.

Charging stations

Electric Circuit charging stations in Québec
Level 2 charging stations (7-kW standard stations) are part of the Electric Circuit network but do not belong to Hydro-Québec. Starting June 1, 2022, the charging cost at these stations will be set by the station owners based on criteria determined by the Electric Circuit. Prices can therefore vary from one charging station to another.

The owners of standard charging stations must set a price that corresponds to one of the following two options:
•    An hourly fee (between $0 and $3), or 
•    A flat fee per charging session (between $0 and $10), regardless of charging time. 

To find out the price at a specific charging station, look it up in the Electric Circuit app or in the Find a Station section of the website. The price will also continue to be displayed directly on the charging station screen.
Effective February 1, 2022, prices for charging at fast-charge stations are as follows (taxes included):

  • At a 24-kW station: $7.21 per hour
  • At a 50-kW station: $12.39 per hour for charging to less than 90% battery capacity and $24.78 per hour thereafter
  • At a 100-kW station: tiered pricing, from $15.27 per hour to $35.79 per hour, based on the duration of charging at each power tier
  • At a 100-kW+ station: $35.79 per hour

All charging at fast-charge stations is billed by the second.
For more information on pricing at fast-charge and standard stations, consult the Cost of charging page.

Electric Circuit charging stations in Ontario
As of June 1, 2022, the price for charging at 7-kW level-2 standard stations will be based on the same criteria as in Québec and can therefore vary from one station to another. 
Charging at a 50-kW fast-charge station is offered at $17.44 an hour. Once the battery goes beyond a 90% charge, the charging cost will double to $34.88 an hour.
To find out the price at a specific charging station, look it up in the Electric Circuit app or in the Find a station section of the website.
 



Telephone activation fee
A $5 fee will be charged to your Electric Circuit account for all requests to activate a charging session made through the CAA-Québec helpline. This will be in addition to the cost of your charge. To avoid having to pay this fee, always use the mobile app or your Electric Circuit card.

Electric Circuit card fee
A $15 fee (plus taxes) is charged when you order an Electric Circuit card. If you are a new member, don’t forget that you will have to deposit funds into your account when you receive your card so that you can charge your vehicle at Electric Circuit charging stations.

Mobile App
Please note that all the fees associated with Electric Circuit services are also outlined out in the mobile app.

When a charging station’s status is marked as Unknown in the Electric Circuit app, it means the charging station has lost its connection to our system or is out of order. In such cases, the station cannot be activated through the app. Some stations marked as Unknown can still be activated using the Electric Circuit member card; however, we cannot guarantee that you will be able to charge your vehicle at them.

If you do use your card to start a session at a station with Unknown status, the station will retain the data pertaining to the charge in its internal memory. Billing data will then be sent to our systems once the connection has been restored. Keep in mind, though, that you may only receive the invoice for this charging session a few days later—for example, on a day when you did not charge your vehicle, which could surprise you.

We ask that you keep us informed of any stations with Unknown status by finding the station’s profile in the mobile app and tapping Report a problem. We will immediately inform the partner responsible for the charging station so that they can remedy the situation as soon as possible.

If you have problems using an Electric Circuit charging station, call the telephone number posted on the station for assistance from CAA-Québec, available at any time.

Fast-charge stations
In accordance with Québec provincial regulations, fast-charge rates are indexed at the start of every year. The prices are set in order to support the expansion of the charging network, improve price equity and facilitate access to charging in public places. 
To learn more about the charging rates at fast-charge stations

Level 2 charging stations
Level 2 charging stations are part of the Electric Circuit network but do not belong to Hydro-Québec. Starting June 1, 2022, the charging cost at these stations will be set by the station owners based on criteria determined by the Electric Circuit to promote consistency. The new pricing structure will make it possible to maintain and expand the charging infrastructure. We will also be able to offer reliable and continued service throughout the network while maintaining a competitive charging cost compared with the price of gas. 
To learn more about rates at standard charging stations
 

The locations of all Electric Circuit charging stations are shown on an interactive map in the Find a Station section of the website, which includes a map and complete list of addresses. You can also use the Electric Circuit mobile app to locate our charging stations.
•    Download the Electric Circuit mobile app     

Only all-electric vehicles with a CHAdeMO or SAE Combo socket are compatible with fast-charge stations. Note: Tesla vehicles require a CHAdeMO adaptor (sold by Tesla retailers).

Yes. The Québec government offers financial assistance for the purchase and installation of a charging station at home. For more information, visit the EV Drivers 101 page 

All plug-in EVs sold in North America since 2011 are equipped with a socket compatible with 240-V charging stations.

For fast-charge stations, please refer to the following question or the Charging Options table on the Charging Stations and Rates page.

Electric Circuit card
The cost of activating a charging session using your card is deducted from the funds in your Electric Circuit account. If you do not have an Electric Circuit card, you can order one in the My Account section of our website.

Electric Circuit mobile app
If you are logged in to your Electric Circuit account in the app, the cost of activating a charging session through the app is deducted from the funds in your account. If your app is not associated with an account (in other words, if you have chosen the Browse Charging Stations option), you will be asked to provide a credit card number when you start charging.
•    Download the Electric Circuit mobile app 

Helpline
If you use the helpline to start a charging session, the cost is deducted from the funds in your Electric Circuit account. If you do not have an account, the cost is charged to your credit card using the information you gave during the call. Please note that a $5 fee is applicable for all charging started using our tech support line.


Electric Circuit account
You can use a credit card to add funds to your Electric Circuit account in the My Account section of our website or through the mobile app, under the Balance tab.

To offer its partners the best charging stations at the best price, the Electric Circuit issues international calls for tenders. Any company with a product that meets the requirements described in the tender documents can submit a bid. These requirements include stations certified for use in Québec and access to local technical support.
Since the Electric Circuit’s launch in 2011, Hydro-Québec has issued a number of these calls for tenders. For the complete details of tender procedures and supply contracts, contact info@lecircuitelectrique.com.
 

Please see the Charging Stations and Prices section.

Mobile app

To use the Electric Circuit mobile app, your device must be running iOS 12.0 or later (Apple) and Android 5.0 (Google) or later.

Once you are signed into your account in the app, select the “Account” icon at the bottom right of your screen.

Then scroll down and select “Member card.”

Enter the number of cards you would like to order, and then enter the mailing address where you would like to receive your order. Don’t forget to enter the apartment number, if applicable.

Make sure all your information is correct and confirm the order by pressing “Pay.”

Note that the cost of the card is $17.25, taxes included. This amount covers the purchase of the card. Make sure to add funds to your account before trying to use the charging stations in the network.

Once you have placed your order, please allow 14 business days for your new card to be delivered.

When you enable this convenient feature, an amount of $10, $20 or $50 will be automatically added to your balance using the credit card on file when your balance falls below the $10 threshold. 

This ensures that you will always have the funds you need to start a charging session.

Once you are signed into your account in the app, select the “Account” icon at the bottom right of your screen.

Then click on “Automatic payments,” turn on the feature and select the amount you would like to add to your account when your balance falls below $10.
 

Open the app store of your device and type “Electric circuit” in the search bar to find the app.

Once you have located the app, click on “install”.

The app will be downloaded to your device and you will be able to open it once it is completed.
 

When you’re facing an Electric Circuit station, locate the charging station identification number that is located under the station’s display screen. This number is made up of three letters and a hyphen followed by five digits. 

Once you are logged in to your account in the app, type the number of the charging station you want to activate in the search bar at the top of the screen, and then select the charging station by clicking its profile.

You can also identify the charging station by pressing the button intended for this purpose , which will cause the charging station’s light to flash.

To start the charge, press “Start.” Note that if you are not near the charging station, the app will send you a message to validate that you want to start a charge.
 

You can select the type of notifications you wish to receive at the start of a charging session: text message or notification in the Electric Circuit app. If you miss a notification, you can always view it in the app’s inbox.

Once you are signed into your account in the app, select the “Charge” icon at the bottom of your screen. Then select “Charging history.”

You can change the period of time that is displayed by clicking on “Sessions” at the top of the screen.

To view a specific charging session, click on the session and then all of the data relating to it will appear.

Once you are signed into your account in the app, select the “Account” icon at the bottom right of your screen.

Then scroll down and select “My vehicles,” “Add vehicle,” and select the make, model and year, and features specific to your vehicle.

Once you are signed into your account in the app, select the “Account” icon at the bottom right of your screen.

Then scroll down and select “Preferences.”

In the “General” tab, you can choose to receive the Electric Circuit newsletter to be the first to hear news about our network and surveys that allow us to measure your satisfaction and improve your experience, and to enable the use of biometrics that can speed up logins into your account in the mobile app.

In the “Notifications” tab, you can choose to receive notifications about charging sites and stations, your current charging sessions, and your balance and payments made in the app, either directly in the app or by text message, or both!

In the “Charging session alerts” tab, you can determine the conditions that will trigger the app to send you an alert during a charging session, either based on the charge level on a fast-charge station or the charge duration for all charging stations.

Once you are connected to your account on the mobile app, you will see the interactive map on the home screen.

You need to give the Electric circuit app permission to use the geolocation feature of your device to be able to see the charging stations near your location.

You can use the interactive map filters to customize the type of charging station that appears on the map.

To start a charging session, select the charger you wish to use on the interactive map. You can also type the charger’s number in the search bar at the top of the screen. Confirm that the number of the station you wish to use matches the station’s number in the app, and click on “start” to initiate the charging session.
 

Trajectory planification

This means that, based on the current data (weather, topology , etc.), the trip would be difficult or even impossible to complete using the selected vehicle. If, however, you believe the route is viable, you can try reducing your car’s maximum speed or the safety margin  (in km) in the trip options.

The current version doesn’t let you specify conditions like temperature or wind speed. 

Based on our data, we know that the charging speed at fast-charge stations drops sharply once your vehicle’s battery is 80% full. Since trying to “fill up” would significantly increase your charging time, you might want to plan an additional charging stop further down the road in order to minimize the overall time for your trip. Note that the app will sometimes suggest charging your battery beyond the 80% threshold. This is so that you can safely reach the next stop on your itinerary. 

Have you gone well beyond the charge level recommended by the app? You can request a new itinerary using your most recent position and charge level.
 

The app uses historical data from comparable vehicles (make/model/battery) and weather conditions to estimate your charge time. Of course, the actual conditions could be very different. You can always personalize your trip by adjusting several settings, including heating or air conditioning and number of passengers, etc. 

Consult the Trip plannier page.

The trip planner uses the latest meteorological data when it calculates a route. New charging stations may also have been added to the route. If you think the proposed route is less efficient than a previous one, we encourage you to share your comments using the link provided in the trip planner.

The current version of the app uses the battery capacity ratings set by vehicle manufacturers. These values apply when the vehicle is new. Unfortunately, the current version of the app cannot indicate a battery’s precise “state of health.” Being able to specify a safe route for a vehicle whose battery is degraded simply involves too many unknown variables. If you still want to use the trip planner, you can increase the safety margin  (in km) to obtain an itinerary with more stops and charge as much as possible at each stop.

Promotional offers

Your vehicle does not need to be plugged in to a charging station for you to claim an offer.
For offers that must be paired with a charging session, you will have between one and six hours after the session to claim the offer.
 

The app will show you the amount of time you have before the offer expires. Deadlines for claiming offers are determined by the participating business and may vary from one offer to the next.

No. The offers are only available on the Electric Circuit app. You must download the app and install it on your device.

The offer expires at the end of the countdown.

The first time you charge your vehicle and an offer applies, you will receive a message welcoming you to the promotional offers program. You can then accept or refuse to receive notifications for these offers. You can also turn off notifications about promotional offers anytime in the Profile tab, by selecting Preferences, then Notifications.

The offers can be displayed in different ways:

  • A notification on your mobile device’s home screen
  • A purple flag or dot on the map in the application
  • A Nearby offers section in the app when you view a charging station or a charging site
  • A message in the app’s new inbox

The amount of times you can claim an offer is determined by the participating business for each individual offer and may vary from one business to the next and from one offer to the next. 

Once you claim an offer, a countdown begins. The amount of time available is determined by the participating business and may vary from one offer to the next.

You can view the offers anytime in the mobile app, as long as your device is connected to the Internet. However, some participating businesses may make certain offers available only to members who have charged their vehicles. 

If you agree to be automatically notified about the promotional offers available near the charging stations to which you connect your vehicle, then you will receive a notification as soon as you start a charging session.

Roaming networks

Networks Charging with the Electric Circuit Card Charging with the Electric Circuit mobile application
Electric circuit Yes Yes
FLO Yes Yes
Branché (NBPower) Yes Yes
Chargepoint No Yes

 

 

 

 

 

 

Users will be able to easily find ChargePoint charging stations and start a charging session from the Electric Circuit mobile app, just as they do with Electric Circuit charging stations. However, a roaming charging session cannot be started using the Electric Circuit membership card.

Absolutely. In fact, that’s one of the main justifications for this architecture, namely, to accelerate the availability of other networks’ charging stations in existing mobile apps while maintaining the established user experience. Mogile Technologies is already working on integrating other networks and automakers, which is among the many options that will soon be available to EV drivers in Québec and North America.

Yes. To cover service costs, roaming fees will be included in the bill. The fees will be $0.75 for a standard charge and $1.25 for a fast charge, either in Canadian or U.S. dollars, depending on where you charge. There are no roaming fees for charging stations that are free.

The service will be carried out by the network operating the charging station for which the customer service is required. With regard to ChargePoint, service in French is available to assist Francophone EV drivers throughout North America. It can be accessed by phone at the number indicated on the charging station, or from the link mentioned in the mobile application.