Knowledge base

The Club does not use passwords at all. On the sign-in page, enter your email address: we send you a single-use sign-in link that is valid for 15 minutes. Open the link from your inbox, then confirm with the button shown on the page — that button is what actually opens your session (this step exists so that spam filters which automatically follow links cannot burn your link). The same email also contains a 6-digit code, which is useful in the installed app. As soon as one link is used, all your other pending links stop working.

A sign-in link is valid for 15 minutes and can only be used once. It also stops working if you requested a newer link in the meantime, because each new request invalidates the previous ones. The fix is always the same: go back to the sign-in page, request a new link, and use the most recent email you received. If nothing arrives, check your spam folder. We automatically retry delivery up to 3 times, at least 3 minutes apart, for as long as delivery is not confirmed.

The 6-digit code replaces the link when you use the app installed on your phone. In that case, tapping the link opens the system browser rather than the app, which would leave you signed out inside the app. Instead, type the code directly into the app's sign-in screen. The code is valid for 15 minutes, only the most recent one is accepted, and you get 5 attempts: after that you need to request a new link. Spaces pasted along with the code are stripped automatically.

The Club is invitation-only: there is no open sign-up. If no account and no pending invitation match the address you entered, sign-in is refused. Two common cases: you typed a different address from the one that received the invitation (check spelling and aliases), or you have not been invited yet. If an invitation is pending for your address, your account is created automatically on your first sign-in — the link you receive by email is enough to prove the mailbox is yours.

Without the "Remember me" option, your session lasts 8 hours. With "Remember me" checked, you stay signed in on that device until you sign out yourself. In the installed app this option is turned on automatically, so you do not have to sign in again every time you open it. Signing out ends the session on that device only.

Two options. The Club Roulez Électrique app is published on the App Store and Google Play; the download link is in your profile. You can also install the site itself as an app: on Android (Chrome, Edge, Samsung Internet) an "Install" banner appears and installation takes one tap; on iPhone (Safari), tap the share button then "Add to Home Screen". Once installed, the app opens in its own window, you stay signed in, and you can receive notifications — on iPhone, installing is in fact required for notifications to work at all.

These are two separate settings. The display language is changed with the FR/EN switch, available even before signing in; for a signed-in account, the preference saved in your profile takes precedence. The language of your emails (sign-in link, confirmations, reports) is set separately in your profile, under "Email language": it is independent of the display language. If you never set it, your emails follow your display language. Only French and English are available.

Notifications are enabled from the bell in "My messages" or from your profile, and alert you when a message or a reply is meant for you, even when the tab is closed. They are specific to each device and each browser: turn them on separately on every device you use. A button lets you send a test notification. If the button says your device does not support them, install the app first (required on iPhone). If they are blocked, you must allow them in your browser settings. You can turn them off at any time.

In your profile, the "Receive marketing communications" checkbox controls newsletters, promotions and product news; you can uncheck it at any time. Communications about your account and the Program continue regardless. Every promotional email also contains an unsubscribe link: opening that link first shows a confirmation page — nothing is unsubscribed until you confirm. Once unsubscribed, the address can no longer receive invitations or broadcasts, and it can no longer be used to create an account.

Go to your profile, "My data" section. A button lets you request a file containing your information. It is prepared in the background: the file is not instant, the page shows the status of your latest request and a download link as soon as it is ready. The file covers the last 10 years and stays downloadable for 30 days, after which you need to request a new one. It contains your account details, your chargers, your charging sessions, your policy acceptances, your referrals, and the list of connected manufacturer accounts. Secrets (tokens, credentials) are deliberately excluded. You can make up to 3 requests per 10 minutes.

In your profile, "Delete my account" section. The screen asks you to type DELETE to confirm. The action is irreversible and immediate: your identifying information (name, email, phone, address) is erased, your connections to manufacturer accounts are revoked, your charger shares are removed, and you are permanently signed out. Some data must be kept for legal obligations (credits already declared, tax, audits); it is then detached from your identity. Deletion is free. Note that signing up again later with the same address is blocked and must be handled manually by the team.

No. Deleting your account is immediate and free, and so is removing a charger. The 100 $ fee applies only to a separate, voluntary step taken later: coming back into the Program afterwards. Because our team then has to handle the request manually, with verifications, to comply with the Clean Fuel Regulations, a 100 $ fee applies before re-enrolment — never at the time of deletion or removal. Note: selling a charger follows a different and free path, where the buyer submits the transfer request and you simply approve it.

Three documents must be accepted to use the Club: the terms of use, the Program participation agreement and the privacy policy. When a new version is published, a screen shows you the full text plus a summary of what changed. You may refuse: in that case your account is not deleted immediately, its destruction is scheduled 30 days out, and you are signed out. This is fully reversible: simply sign back in and accept before the deadline to cancel the destruction, without losing your accumulated value. All these documents can be read at any time in the legal section of the site.

A public status page is available without signing in, at status. followed by the site domain (for example status.roulezelectrique.club). It shows the state of four services — website and app, database, cache server, and charger network — with four possible states: operational, degraded performance, outage, or unknown. It also shows uptime over the last 7 and 30 days, plus any incident or planned-maintenance notices published by the team. The page refreshes automatically every minute.

In "My profile", "Contact" tab. There you will find your first and last name, your phone number, your main address (street, city, province, postal code) and the account type (residential or business). The profile also has other tabs: My addresses, Integrations, Charger shares, Ambassador, Assistants, API and Peak events. The Partner tab only appears if your account is allowed to register partner serial numbers. Click Save to store your changes; a confirmation message appears.

Until your phone, street address, city, province and postal code are all filled in, the site sends you back to the "Complete my profile" screen. This information is needed in particular because the province determines the rate applied to your chargers, and because your mailing address is verified when your Points are converted. A few pages always remain accessible despite this block: signing out, writing to the team, and your rights over your personal information (getting a copy of your data, deleting your account, communication preferences). Someone invited to use a shared charger is never blocked by this screen.

The phone field expects 10 digits, in the 514-555-1234 format; dashes are added automatically if you do not type them. It must be a mobile number, because we send a verification code there by text message. The postal code expects the Canadian format H2X 1Y4; capitalisation and spacing are normalised automatically. The province must be chosen from the list of Canadian provinces and territories. First and last name are required and limited to 100 characters each.

In your profile, enter the new address and confirm the request. A confirmation link is sent to the NEW address and stays valid for 60 minutes; your old address keeps working for signing in until you click that link. A banner reminds you the request is pending, with its expiry date, and a button lets you cancel it — the link then stops working immediately. The change is refused if the address is identical to your current one, or if it is already used by another account. If the link has expired or was already used, simply start the request again from your profile.

A dedicated page asks you to send a code by text message, then to type in the 6 digits you receive. Sending is never automatic: you have to click the button, so that merely visiting the page never triggers a text. The code is valid for 10 minutes, you get 5 attempts, and you must wait 60 seconds between two sends. If the code expires or you use up your attempts, simply request a new one. Until your number is verified, browsing is limited: you can still edit your profile, write to the team, read your messages and the FAQ.

Changing your number automatically cancels its verification, no matter where you edit it: you will need to send yourself a new code and confirm it. This is intentional — verification proves that this specific number is yours. A badge in your profile always shows whether your number is verified, with a direct link to the verification screen. If you re-enter exactly the same number, nothing changes and the verification is kept.

In the Contact tab, choose the "Business" account type. Two fields then become mandatory: the company name and its registration number. If you later switch back to "Residential", those two fields are automatically cleared. The account type has no effect on rates or on how Points are calculated; it is there to identify the account holder correctly.

It lets you save named addresses in addition to your main address — a cottage or a second building, for example — and then assign each charger to the address where it actually sits. This matters: a charger assigned to an address uses that address's province to calculate Points. Only the address label is required, up to 100 characters; the other fields are optional. You can only edit your own addresses.

Addresses are not deleted, they are archived — and you can restore them later. If chargers are attached to the address you archive, an effective date becomes mandatory: from that date, those chargers are attached to your main address, which may change the province used in their calculation. A notice tells you how many chargers are affected before you confirm. Note: restoring an archived address does not automatically re-attach the chargers, you have to reassign them yourself.

Yes. Program rates vary by province, in addition to varying by charger brand and by year. The province used for a charger is the one of the address it is assigned to; if it is not assigned to any named address, your profile's province applies. If you change your profile's province, every charger that inherited it switches on the effective date you set — that date cannot be in the future, and defaults to today. History stays split by period: each period is counted at its own province's rate.

In your profile, uncheck "Appear in the public leaderboard". The leaderboard is public by default: everyone is listed unless they opt out. What appears is limited to your initials and your city, along with your energy, your sessions and your referrals. Opting out takes effect immediately, without waiting for the next refresh. Note: overall totals by city and by province keep including everyone, opted-out members too, because they name nobody.

In the API tab of your profile, enable access: a token is generated and shown ONCE ONLY. Copy it immediately, it will never be shown again — we only keep a fingerprint of it, never the token itself. The "Regenerate" button creates a new token and invalidates the old one right away: any script using the old one stops working. Disabling access revokes the token. Note: the token used by Home Assistant is separate from this one and is managed from the Integrations tab.

Yes. The time zone is chosen in your profile among the Canadian zones (Toronto, Halifax, Newfoundland, Winnipeg, Regina, Edmonton, Vancouver) plus UTC; it determines the times shown for your sessions and your peak events. The theme can be set to light, dark or automatic (following your system). These settings belong to your account and apply everywhere you sign in.

When your Points are converted, your mailing address is verified. An incomplete or outdated address can therefore delay processing. Make sure the street address, city, province and postal code in your profile are accurate and current. Your profile's province is also what is used to calculate Points for any charger not assigned to a named address — so a wrong address can distort your rates as well.

In "My profile", "Ambassador" tab, "My ambassador" block. Four situations are possible. If someone invited you, their name and email are shown, with a button to write to them. If you are at the root of your own network, the tab simply says no ambassador invited you — this is normal and permanent, not an error. If your ambassador deleted their account, the tab says so without ever showing a name. Finally, if your account is linked to nobody when it should be, a link lets you write to the team.

An ambassador can choose to hide their information: their name and email are then not shared with you, but you can still write to them through the Club's messaging. In some cases the identity is made fully anonymous: no information is shown and no contact button appears. If you need to reach your ambassador and no button is available, write to the team and they can help.

The change is possible as long as your account has produced NO billable charging: in other words, no charger configured, or charging sessions totalling zero kWh. As soon as a session has produced kWh, the link becomes permanent and the change is no longer offered. This test looks at your account's entire history, across every charger you have ever owned: selling or transferring a charger therefore does not make you eligible again. You make the change yourself, from "My profile", "Ambassador" tab, by entering the chosen person's email address.

Once, permanently. It is not once per year: after the change is made, your choice is final and the option disappears from your profile, even if your account still has no charging activity. The screen warns you clearly before you confirm. If you have already used your one-time change and something went wrong, write to the team: only an administrator can step in.

There are seven possible reasons, and the message shown tells you exactly which one applies: you have already used your one-time change; your account already has charging sessions with billable energy; no account matches the email you entered; the account found is not an ambassador (it does not have invite rights); you entered your own address; the person you chose is already one of your own invitees; or they are already your current ambassador. Check the spelling of the address and make sure the person actually has invite rights in the Club.

Only the new ambassador receives an email telling them you chose them. They have nothing to approve: the change is already in effect when they get the notice. The previous ambassador is deliberately not notified. No reward is clawed back from anyone: by design, an account eligible for the change has generated no kWh, so no bonus has been produced yet. From the change onward, future bonuses are calculated for the new ambassador.

There are two routes. First: having bought a charger from Roulez Électrique. Second: reaching a kWh threshold recorded in the Club — in that case access is enabled automatically, and the applicable threshold is shown on the Invitations page whenever that automatic activation is switched on. kWh are counted per charger brand and do not add up across brands: reaching the threshold on a single brand is enough. You cannot grant yourself this right. If you are not eligible yet, the Invitations page shows the criteria instead of the invitation form.

The ambassador bonus is an amount per kWh charged on the chargers of the people you sponsored. The reference rate is 0.01 $ per kWh, but the actual rate varies with your ambassador level and with the brand of your invitee's charger: it can be higher, and some brands generate no ambassador bonus at all. This bonus is funded by Roulez Électrique and takes nothing away from your invitees: they receive exactly the same amount as if they had signed up without an ambassador. The actual amount is shown in the "Ambassador bonus" card on the Points page.

Three possible reasons. First, some brands are not eligible for the ambassador bonus; that is a Program setting, per brand. Second, as soon as a Partner is assigned to a charger, that charger no longer carries any ambassador bonus — this is not a split, it is a full exclusion. Third, a charger with an unresolved registry conflict, or whose brand is temporarily suspended from the Program, records nothing at all, for anyone. Your bonus is always calculated on kWh actually recorded: a charger with no sessions pays nothing.

If you have invite rights, the Ambassador tab shows a "My settings" block. You can: hide your information, so your invitees no longer see your name or email while still being able to write to you; write a welcome message, sent automatically in the messaging as soon as someone signs up under you, in their language; and set an away period with an automatic reply message. Messages are written separately in French and English, up to 2000 characters each: leaving one language empty means no message is sent in that language. For an away period, both dates are mandatory, and the automatic reply is sent at most once per day per invitee.

Three different notions, often confused. The AMBASSADOR is the person who invited you into the Club, or someone you invite: that is sponsorship, and it earns the ambassador bonus. The PARTNER is a reward-sharing role on a specific charger: the partner receives a share of the Points that charger generates. The INSTALLER is simply who physically installed the charger — you or a company —, declarative information that earns no reward at all. These three roles are independent of one another.

If your account is authorised, you can register there the serial numbers of chargers you sell or install. As soon as a charger with one of those numbers is added to the Club — by you or by your customer — you automatically become its main Partner, including for chargers already added. This is instant and requires no approval. A serial number is unique across the whole Club and is stored in upper case. Important: removing a number from the list does not detach you from chargers already linked; only an administrator can reassign those.

Each charger brand has a maximum number of partner slots set by the Program. The main partner absorbs the unfilled slots, and every other assigned partner receives an equal share. Concretely, with a maximum of two slots: a single partner receives the whole partner share, and two partners split it in half. Your effective share is shown in the "Share" column of the Partner section on the Points page, and the amount there is already your share, not the charger's total. A brand with no partner program pays no share at all.

First open the Tesla app and make sure your Wall Connector is registered there (menu, "My products", "Add product"). Then click "Connect my Tesla account": you are redirected to Tesla's sign-in, where you grant access. Charger detection is automatic afterwards. Allow 24 to 48 hours before Tesla propagates your chargers and charging sessions to us: this delay comes from Tesla and is normal. Note: only Wall Connectors are supported — a Tesla vehicle alone adds no charger. If remote control does not work, you sometimes need to link your account again to grant the extra permission required.

FractalEV is added by entering the serial number printed on the charger's label. For this to work, the charger must first be visible under our organisation in FractalCloud: in your organisation, "Service Providers" section, choose "Add Service Provider" and use the code 1E6F3EAE. If the charger has not been shared with us yet, the add is refused with those instructions. Once added, our server polls FractalEV every 15 minutes and the first sync imports history back to January 1, 2026.

It takes three steps. First register your charger's serial number in the OCPP wizard: we then generate a connection authorisation key. Next, in the charger's OCPP settings, enter the server address (in wss://), the port, the charger identifier — which is its serial number — and that authorisation key. Once the charger connects, every session is recorded automatically. The serial number is mandatory and is converted to upper case automatically. Some brands enforce a format: EVduty expects EVC30-12345, and an Autel number starts with AL.

It cannot be recovered: for security reasons the key is shown only once, when you register, and we only keep a fingerprint of it. Use the "Regenerate" button in the charger's OCPP screen: a new key is produced and displayed, and the old one stops working immediately. You will then need to enter the new key in the charger, otherwise it will no longer be able to connect. Copy it as soon as it appears.

EVduty and Elmec chargers cannot transmit an authorisation key: this is a firmware limitation of those models. They therefore connect using only their serial number, and the button that enables authentication is deliberately refused for them. Enabling a key on this type of charger would cut it off from the server entirely. For setup, EVduty goes through the charger's Wi-Fi portal at 192.168.4.1: set the charging access mode to "Access control", enter the server address and port, and the charger comes online within one or two minutes.

This is the typical case of a second-hand charger or a move. A "Request transfer" button appears with that message: it sends a request to the current owner, who has to approve it. No information about that person is shared with you, and they learn nothing about you beyond the request itself. You need a complete profile (phone and address) to submit a request. If the message instead says the charger is already linked to YOUR account but deactivated, you simply reactivate it from the "Inactive" tab.

No. Enrolling the same charger in more than one reward program within the same calendar year is prohibited and can lead to disqualification. This is stated at the top of the add panel. If a charger is claimed by another program in the shared registry, it stays visible in your account but records no Points until the conflict is resolved — a message on the charger's page tells you so. If you are leaving another program to join ours, make sure the charger was properly removed there.

For some brands, the manufacturer requires the charger to have been purchased from Roulez Électrique. An extra step then asks for the serial number before the connect button is even shown, and we check it against our sales registry. If the number is not there, the add is refused. This is also why a charger can be skipped during a sync: a notice tells you it was set aside because it was not purchased from us. If you believe this is a mistake, write to the team with your proof of purchase.

It depends on the brand. Some eligible chargers allow sessions from January 1 of the current year to be recovered; this is the case for Sigenergy and FractalEV, whose first sync goes back to that date. A charger connected over direct OCPP, however, only transmits data from the moment it is configured with our server: earlier sessions cannot be recovered or counted retroactively. Finally, no session earlier than January 1, 2026 is kept, regardless of brand.

Each charger has a "Sync now" button, and a "Sync all" button processes all of your chargers at once. A "Full resync" option re-imports the complete history instead of only new sessions. Manual sync is not available for every brand; a message tells you when that is the case. If a sync is already running, clicking again starts nothing new. In all cases, sessions also arrive automatically, without any action on your part.

They are simply labels that let you organise your own chargers — by building, site or use. They have NO effect on your Points or your reward rates. A group name is required, limited to 60 characters, and must be unique among your groups; you can also give it a colour. The grouping is personal: nobody else sees it. Total cards per group are shown above the list, plus an "Ungrouped" card. Deleting a group deletes no charger: they simply move back to "Ungrouped". These personal groups are separate from the groups administered by the team, which can carry specific rates.

Open the charger's page and use "Remove charger", choosing the reason "Charger sold". Removal is immediate and free. From that moment, charging done on that charger is no longer credited to you: your ownership period is closed at the instant of removal, which prevents the buyer's kWh from being attributed to you. Your already-recorded Points, your charging history and your reports are kept in full. If you have invite rights, the screen also offers to send an invitation to the new owner — that is optional. Do not destroy the charger: that would make any sale impossible.

Four reasons are offered: charger sold, charger replaced, charger defective or out of service, and charger transferred to another reward program. The reason matters. With "sold", your ownership period is closed: subsequent charging is credited to nobody, and the buyer starts from zero if they add the charger to their account. With "replaced", "defective" or "transferred to another program", ownership does not change: the charger stays linked to your account. The "transferred to another program" reason also shows a reminder: enrolling the same charger in two programs in the same calendar year is prohibited.

You keep your already-recorded Points, your full charging history, your reports and your statistics; the charger stays visible in your list, under the "Removed" tab. What you lose is all control: remote start and stop, charging schedules, automatic start, voice control and Home Assistant control. Every active share with a guest is revoked immediately and any open guest sessions are closed. Commands still queued are cancelled. Removal is irreversible for you: only an administrator can undo it.

Not by yourself. A charger connected over direct OCPP that has been removed can never be re-enrolled again, not even by its original owner: the message shown invites you to contact support, because only an administrator can lift that block. The removal itself is immediate and free, and the session history is kept. But bringing it back into the Program is a manual step handled by the team, with verifications, to comply with the Clean Fuel Regulations — a 100 $ fee then applies before re-enrolment, never for the removal. So think carefully before confirming.

It is always the BUYER who submits the request, never the seller. The buyer tries to add the charger to their account; because it is already linked to someone, a "Request transfer" button appears. The current owner then receives the request and must approve or decline it. The process is free. The owner receives no information about the buyer beyond the request, and the buyer learns nothing about the owner. A buyer can have at most 3 pending requests, and only one request can be pending at a time for a given charger.

A request stays valid for 30 days. After that it expires automatically and the buyer is notified. Silence never grants access: doing nothing is equivalent to declining. You see requests received and your own requests on the "Transfers" page, with the request date and the expiry date; a banner also appears on the charger's page and a badge in your charger list. If you decline a request, the buyer must wait 14 days before submitting another one for the same charger.

On approval, ownership of the charger moves to the buyer, who can control it immediately; if it was removed, that removal is undone. The buyer's credits start at that exact moment, never earlier: you keep the Points and the history of your own ownership period, and the buyer does not see your sessions. What does NOT follow the charger: your charging schedules (disabled), automatic start (reset — the new owner must turn it back on), all active shares (revoked) and your personal group assignment. You will no longer be able to control the charger after approval.

This is the most destructive action in the Club: it erases the charger AND all its data — sessions, measurements, history — including the Points it generated. The amount of Points involved is shown to you before you confirm, and you must retype the exact serial number. Three conditions apply: the charger must have been removed first, it must never have changed owner, and no transfer request may be pending. If you plan to sell this charger, do not destroy it: transfer it to the buyer instead, which is free for them. For an OCPP charger, destruction also blocks the serial number durably.

This message appears in three situations, all involving OCPP chargers: the serial number was permanently destroyed, your own OCPP charger was removed, or you are trying to reactivate a removed OCPP charger. In every case, only an administrator can lift the block, after verifications, and a 100 $ fee applies before re-enrolment. No transfer-request button is offered here, because this is not someone else's charger. Write to the team if you want to bring this charger back into the Program.

Open the "My chargers" page and switch to the "Inactive" tab: a button lets you reactivate the charger, which then regains its history. This does not work for chargers connected over direct OCPP: those cannot be reactivated without an administrator. Note that the "Deactivate" button no longer exists as a self-service action; to stop controlling a charger, use "Remove charger", which keeps your Points and your history.

Open "Edit charger" from your charger list: there you can change the label, the assigned address and the personal group, all saved at once. Choose the address where the charger now sits, or "Main" so it follows your profile address. Because rates vary by province, an address in another province adjusts the calculation accordingly. If the move happened in the past, set the effective date so that Points are recalculated from that day; the default is today. That date cannot be in the future, nor earlier than the current location period. The charger's page shows the history of its successive locations.

Very little, deliberately. The guest sees only the name you chose, the charger's state (available, charging, offline or unavailable) and two buttons: start and stop a charging session. They never see the serial number, the brand, the model, the history or any amount. They can do nothing beyond start and stop: no current setting, no schedules, no view of your other chargers. If you revoke access while a session is running, the guest can still stop it — we never cut off a car's charging without warning — but they cannot start a new one.

Each share can be revoked from the charger's page or from the "Charger shares" tab in your profile, which also offers bulk revocation. An access also stops working automatically if the charger is removed, destroyed or transferred to another owner, and if either account is deleted. An email invitation that has not been accepted yet can be resent, but a revoked or declined invitation can never be revived: you have to create a new one. Note: if your charger starts on its own when a car is plugged in, the guest's "Start" button will have no visible effect — the screen then offers to turn automatic start off.

No, and this is important to know. On an OCPP charger, "Stop" genuinely ends the running transaction. On Wallbox there is no separate stop: the button pauses charging, and that is the equivalent of stopping. On EVduty cloud, "Stop" sets the current limit to 0 A, and "Start" puts it back to maximum. On Tesla, the command changes the Wall Connector's own charging schedule: this overwrites any schedule you set in the Tesla app, and "Start" disables that scheduling entirely rather than restoring the previous one.

A slider on the charger's page lets you choose an amperage, generally between 6 A and your charger's maximum. You only enter a number of amps: the server builds the command. Your installer's setting always remains the ceiling, a higher request will never be exceeded. Depending on the charger, this setting can be refused: some chargers only advertise basic functions and do not support remote current control, and a message says so clearly. EVduty and Elmec have a different panel, described in another entry.

EVduty and Elmec chargers do not accept the standard limiting method. Their setting uses a different command that only takes effect after the charger restarts: this takes 30 to 60 seconds and interrupts any charging in progress. The screen tells you before applying and asks for confirmation, plus an extra warning if a session is active. The server reads the value back to confirm it before triggering the restart: if the charger does not confirm, no restart is triggered. If the breaker's original value has not been read yet, the setting is unavailable and becomes available after the next automatic read, within 24 hours.

Lowering the limit below the value set at installation is always free. To EXCEED it, you are asked to confirm once per charger: you confirm that your electrical installation — the breaker and wiring feeding the charger — supports the target amperage, and that you have checked the rating printed on that breaker in your panel. A circuit carrying more current than its rated capacity can overheat the wiring and cause a fire. Once confirmed, the date is recorded and adjustment becomes free up to the model's hardware maximum, which can never be exceeded. This confirmation can only be given on the website: no automation can create it on your behalf.

Offline means the charger no longer has a live connection with our server. Command buttons are then disabled, with a message saying they will be re-enabled automatically when it reconnects — without reloading the page. Check the charger's Wi-Fi or network link, its power, and its breaker if applicable. A command sent to an offline charger is refused cleanly rather than being presented as successful. Note that already-recorded sessions are never lost because of a disconnection: they are transmitted on reconnection for chargers that support it.

This is different from "offline": the charger is connected, but it stops answering. After three commands with no reply, the system pauses commands for 10 minutes for that charger, and a message explains this. The usual fix: restart the charger — unplug it for about 10 seconds then plug it back in, or switch its breaker off and on if it is hardwired. Commands resume automatically as soon as it answers; you have nothing to re-enable. Note: the STOP command always remains available, even in this state — refusing to start is acceptable, refusing to stop never is.

On an OCPP charger, the command is sent and then the result is verified. For a start or a stop, we wait up to 2 minutes, because some chargers confirm late — declaring failure too early would produce a false negative even though the command worked. After about thirty seconds, a message says the charger is slow to confirm and that its real state is being checked: that is not a failure. The final result distinguishes the cases: charging stopped, charging stopped directly on the charger, or charger did not respond and charging is still running. Other brands answer immediately, with no wait.

Available: the charger is ready, nothing is plugged in. Preparing: the cable is plugged in but the session has not started. Charging: energy is being delivered. Paused: the vehicle is plugged in but current is interrupted. Finishing: the session has ended, the cable is still plugged in. Faulted: the charger reports a hardware error. Unavailable: it has been taken out of service. Reserved: the connector is reserved. Offline: no connection at all. The state refreshes automatically about every 15 seconds, only while the tab is visible.

It means the charger is connected and reports a session in progress, but has sent no recent measurements — it may be frozen. Power, current, voltage and energy values are no longer shown, because we prefer showing nothing over showing stale numbers. Restarting the charger usually fixes it: unplug it for about ten seconds, or switch its breaker off and on. If no measurement has been received yet, the screen simply says the charger will send its values during the next charging session.

Automatic start, available for OCPP chargers, begins charging as soon as the vehicle is plugged in, without pressing "Start". It is off by default: without it, the charger requires a manual start or an RFID card. After you deliberately stop a session, automatic start is intentionally suspended for 45 minutes — otherwise the charger would immediately restart the session you just stopped. During that window, press "Start" if you want to charge. Automatic start is also reset when a charger is removed or transferred.

It depends on the charger. Sigenergy chargers, both AC and DC, let you create, edit and delete charging windows, which are pushed to Sigenergy; DC mode also offers a choice of charging mode and a battery state-of-charge cutoff. For OCPP chargers, schedules are stored with us and applied by our server, as a recurring week. For Wallbox, time windows are managed in the Wallbox app, not here. Note: removing or transferring a charger disables all of its schedules.

In the Integrations tab of your profile, enable Home Assistant: a token is generated and shown once, to be copied into your Home Assistant configuration, along with the base address given on the same card. This is an experimental, beta integration: its behaviour can change without notice. The "Renew" button creates a new token and immediately revokes the old one — Home Assistant will not be able to connect until the configuration is updated. The card shows last use, and warns you if no activity has been seen for more than 24 hours. This token is separate from the one in the API tab.

You receive a signing link by email. That link is enough: you do not need to be signed in. On a computer, you have two choices: sign directly on screen, or scan a QR code to sign with your finger on your phone — the code stays valid for 10 minutes and the computer page updates automatically as soon as the signature is submitted. In both cases, you must draw your signature and tick the box confirming you have read and accepted the agreement. Once signed, a PDF is emailed to you with its security fingerprint, and your agreements remain viewable in your account. A link already used or expired no longer works: ask the team for a new one.

It is a time window during which the Club automatically pauses charging on your chargers, to help you avoid consuming when the grid is under the most strain. There are two sources: peak periods announced by Hydro-Québec, detected automatically, and your own rules — recurring (for example every weekday from 6 to 9 a.m.) or one-time. Each period has a start, an end and a status: scheduled, active, completed, cancelled or failed. The feature is entirely optional and stays off until you turn it on.

In "My profile", "Peak events" tab. The first switch, "Enable peak event management", controls everything else: while it is off, no command is ever sent to your chargers. Two other settings are there: simulation mode, which logs the actions that would have been sent without actually sending them — ideal for validating your setup before going live — and automatic resume, on by default, which restarts charging at the end of the period on chargers that were charging before the stop. A permanent warning reminds you that commands depend on the internet and on the charger manufacturer: stopping and resuming cannot be guaranteed.

A separate switch, "Enable Hydro-Québec tracking", in the same tab. We read Hydro-Québec's open dataset for the residential sector and automatically create the matching periods. This section only appears if your province is Quebec, or if your province is not filled in — in that case a message invites you to enable tracking manually if you are indeed in Quebec. The screen shows the next scheduled period and the date of the last sync; if the Hydro-Québec service is down, a banner warns you and your manual rules keep working normally. Note: a Hydro-Québec period necessarily applies to all your eligible chargers, you cannot target only some of them.

The "Add period" button opens a form. First choose the type: recurring or one-time. For a recurring rule, select the days of the week plus a start and end time; you can also limit the rule to a date range, or leave those fields empty so it applies indefinitely. A window crossing midnight is handled correctly. For a one-time rule, give a start and end date and time, which must be in the future. You can then apply it to all your chargers or tick only some, enable or disable automatic resume, and make the rule active or inactive. All times are interpreted in your profile's time zone.

Remotely controllable ones: OCPP, Wallbox, IYILO, Sigenergy and, under conditions, Tesla Wall Connector.  Kempower and FractalEV can never be paused automatically — their manufacturer does not offer that capability. The "Chargers concerned" section of the tab shows you, charger by charger, whether it is compatible, partially compatible, unsupported, offline, or requires authorisation — in the latter case, reconnect your manufacturer account. For Tesla, control requires an extra permission: if your account was linked before it was introduced, you must link it again. A removed charger is never commanded, even if it was listed in a rule.

At the start of the period, to the minute, the Club first checks that the feature is still enabled on your account: if you turned it off in the meantime, the period is cancelled with no effect at all. Then, for each targeted charger, it looks at its real state. If the charger is not charging — car unplugged, charger offline, or simply idle — no command is sent: there is nothing to stop. If it is charging, a stop command is sent to the charger. On an OCPP charger, automatic start is also suspended for the whole duration of the period, otherwise the charger would immediately restart charging.

Yes, if automatic resume is enabled — which is the default. At the end of the period, again to the minute, charging is restarted on the chargers this period actually stopped. Resume is not attempted blindly: several conditions are checked first, and if one is not met, the reason is recorded and visible in your history. If a resume still fails, it is retried up to twice. You can of course restart charging yourself at any time from the charger's controls.

The history gives you the exact reason, among eight possibilities: the charger was not charging before the period; it was not stopped by this period; the stop was not confirmed; automatic resume was disabled for that charger; another peak event is still active on it; the charger was offline at resume time; the vehicle was unplugged; or a manual action prevented the automatic resume. The two most common cases are an unplugged vehicle and an offline charger. Open "View details" on the relevant history row to see the reason. You can always restart charging manually.

There is no button to cancel a period that has already started. You can, however, charge: simply restart charging from your charger's controls as usual — no peak-event restriction is applied to that button. For upcoming periods you have three levers: turn off the main switch, which automatically cancels periods that have not started yet; disable or delete the rule concerned, which stops new occurrences being created; or switch to simulation mode. Note: turning off the main switch does not stop a period already under way, and occurrences already scheduled — up to 48 hours ahead — stay in place as long as the switch remains on.

No. Taking part in peak events pays no bonus, no extra Points and no special reward in the Club. It is a consumption-management tool: any benefit comes from your electricity rate with your utility, not from the Program. Your Points continue to be calculated normally on the energy actually charged. Note: a peak-event pause can cause the "Incomplete data" badge to appear on a session, because the reading has a gap — the recorded energy and reward, however, remain accurate.

Yes, at the moment it starts. Four notices are possible: period started, charging paused, failure to pause a charger, and period ended. They reach you as notifications on your devices if you have enabled notifications. There is no configurable advance warning: nothing is sent before the period starts. Periods are in fact only scheduled up to 48 hours ahead, so the "Upcoming" tab never shows further than that.

In the same profile tab, two sections. "Upcoming" lists scheduled periods with their source, start, end, duration and the number of chargers targeted. "History" lists the last ten completed, cancelled or failed periods, with a result per period: succeeded, partial, failed, or no action required — that last one simply means no charger was charging when it triggered. A column shows how many chargers resumed charging, and a "View details" link gives, for each charger, the reason for a failure or a skipped resume.

The Point is the unit used to record your participation in the Program. At conversion time, one Point equals 0.01 $ CAD. Be aware, however, that Points are a conditional accounting unit. Their conversion depends among other things on the eligibility and validation of charging data, on the recognition and monetisation of carbon credits, on Roulez Électrique actually receiving the funds, and on compliance with the Program conditions. An amount shown in Points is therefore not money you already own, and the estimated dollar value shown beside it is indicative.

The principle is simple: the eligible kWh measured by your charger multiplied by the applicable rate. The rate itself depends on several combined factors: the charger brand, the year of the charging session, the province where the charger sits, and the role you are credited for (client, partner or ambassador bonus). A specific rate can also be applied to one charger or to a particular group of chargers. Because rates vary by several times from one province or brand to another, no single amount applies to everyone: always check the rate shown on your own Points page.

On the "My Points" page, from the menu. There you pick a year or the full history. Summary cards show your total as a client, your total as a partner if you are a partner on at least one charger, your ambassador bonus if you have active invitees, and an overall total — each with the number of Points, the estimated dollar value and the number of chargers involved. Below, a table breaks down each charger by year, with the number of sessions, the energy and the Points. The main dashboard also shows these amounts in summary, with a pro-rated annual trend for the current year.

Conversion is annual. It happens before September of the following year — for example between June and September 2027 for Points accumulated in 2026. The process is as follows: after December 31, the data accumulated during the financial year is analysed, each participant's identity is verified, then the information about your payment is shown in your account. Payment is made once Roulez Électrique has received the program funds. There is no paper cheque, and your mailing address is verified at that point: keep your profile up to date. Your Points remain visible continuously in your dashboard in the meantime.

There are four possible causes, and a message usually tells you which one applies. First, your charger's brand may be temporarily suspended from the Program: sessions are then imported and tracked, but no Points are recorded. Second, the charger may be claimed by another program in the shared registry: it stays visible in your account but records nothing until the conflict is resolved. Third, no rate may be defined for that combination of brand, year and province — the screen then shows "not set". Fourth, a specific zero rate may have been applied to that charger. Write to the team if none of these explanations seems to apply.

It depends on the connection mode. A charger connected over direct OCPP transmits its sessions continuously: they appear almost immediately. For a charger linked through the manufacturer's account, a sync runs every hour plus a full catch-up every night: so allow up to an hour in the normal case, and up to about 24 hours if an hourly window was missed. Tesla is a special case: that manufacturer takes 24 to 48 hours to send us the data. Point amounts refresh at most about fifteen minutes later. A "Sync now" button lets you force a fetch for most brands.

Several explanations are possible. The session may simply be waiting to sync (see the per-brand delays). It may predate January 1, 2026: no session before that date is kept. On an OCPP charger, it may predate the charger being configured with our server: those sessions cannot be recovered retroactively. It may also be a session under 0.5 kWh that was grouped automatically: it is then hidden from the list but still counted in your totals, and a note tells you so. Finally, if the charger was sold or transferred, only sessions from your own ownership period are attributed to you.

For OCPP chargers, two consecutive charging sessions less than 3 hours apart are shown as a single row, with a badge showing the number of transactions: this matches what you experience as one charging session, even if the charger split it up. In addition, a group totalling under 0.5 kWh — typically "plugged in, waiting" — is removed from the list so it does not clutter it, but it is still counted in your totals; a note under the table says how many sessions are involved. This grouping is purely visual: no data, no kWh and no Points are changed.

It flags a gap of more than one hour between two readings during the session. Several causes are possible and the system cannot tell them apart: a network outage, a vehicle plugged in without charging, a pause caused by a peak event, or an interruption in data collection. Practical consequence: the times shown for that session remain approximate. The recorded energy and reward, however, remain accurate — so the badge does not mean you are losing kWh or Points.

From the "My chargers" page, the "Report" button opens a window where you pick the period, the format (PDF or Excel), the chargers to include, and whether the report should cover costs, revenue, or both — at least one of the two must be ticked. For costs, enter your electricity rate in dollars per kWh; that rate is remembered for next time. The report is not downloaded immediately: it is prepared in the background and then emailed to you as an attachment. It contains one row per session with the charger, date, duration, kWh, cost, revenue and net, plus totals. Two warnings appear in it: costs are estimates and the report is not an invoice, and revenue is an estimate of recorded Points whose final amounts may vary.

The leaderboard shows the top ten of several rankings: energy delivered and CO₂ avoided, number of sessions, cities by kWh, number of people sponsored, and kWh generated by invitees. You can filter by year, from 2026 onwards, and by month. Only your initials and your city are shown, never your full name or email. The leaderboard is public by default; you can opt out at any time from your profile, and opting out takes effect immediately. Note: your own rank and the total number of participants are deliberately not shown. Data for closed periods is cached for about a day, data for the current period for about fifteen minutes.

If you have invite rights, the Invitations page offers two ways. The first is your personal referral link, which you can share freely, and which also exists as a QR-code sticker to put on your vehicle. The second is email invitation: you enter the address, first name, last name, language and, if you wish, a personal message of up to 2000 characters. An invitation stays valid for 30 days. You can resend it — which produces a new link and invalidates the old one —, correct the address while it is still pending, or cancel it. A file import lets you send several invitations at once if your account is authorised for it.

The Invitations page shows each invitation's status — pending, accepted, expired or cancelled — along with email delivery tracking: not sent, sent, delivered, opened, clicked or failed. An invitation that never went out is retried automatically, up to three attempts at least an hour apart. The invited person can also reply in one click from the email to report that their charger is not compatible, that they have an account or charger-connection problem, or that they are not interested. An "Accepted" tab lists your invitees, with your associated earnings.

The ambassador choice is locked in when your account is created. Until you have an account, the last invitation link used is the one that counts — a newer link therefore replaces another ambassador's pending invitation. Once the account exists, the link is fixed, and a change is only possible in one very specific case: an account that has never recorded any charging at all, which is then done from your profile. The ambassador bonus is granted once per email address: someone already registered without an invitation link cannot unsubscribe and re-register to claim it, because the tracking is permanent, even after account deletion.

Open the Support menu, "Write to us" tab, then the form. Two categories are offered: "Technical problem", when something is not working as expected, and "Comment", for a suggestion, a question or general feedback. Your message can be up to 5000 characters; the page you were on and your browser are attached automatically to help us understand. Before writing, it is worth checking the Articles and FAQ tabs in the same menu: the answer is often already there. Because of high volume, allow 24 to 48 business hours for a reply.

When you choose "Technical problem", an assistant first tries to answer directly in the window. It draws only on our own published content — the FAQ, help articles and knowledge entries approved by a team member — and it cites its sources under its answer as clickable links. Your message is saved as soon as you send it: nothing is ever lost. While you stay in that exchange, nobody on the team is notified. You can ask up to 5 follow-up questions. Any contact details you typed in the message are masked before any automated processing.

The "Send to a team member" button is always available in the window, whatever the state of the conversation — even while the assistant is thinking, if it found nothing, or if you reached the follow-up question limit. One click is enough: your thread goes to the team and you will get a reply by email. You can also choose the "Comment" category from the start, which goes straight to the team without the assistant. And if the assistant is unavailable for a technical reason, your message is sent to the team automatically: you are never left without recourse.

In "My messages", from the menu, with a badge showing unread messages. It has three tabs: "Roulez Électrique team" for your support exchanges, "Conversations" for your exchanges with other members, and "Other members" for those you have not written to yet. Opening a thread marks replies as read. You can reply directly in the thread: the team is notified. A thread that has only received an automatic answer carries a badge saying it has not been sent to the team yet, and the author of an automated turn is always labelled "Automated assistant", never "Team reply".

The Roulez Électrique team, your own ambassador, and the people you invited. Member-to-member messaging is deliberately limited to those sponsorship links: you cannot write to a random member. If you have neither an ambassador nor invitees, the tab invites you to invite people from the Invitations section. Each message can be up to 5000 characters. You can archive a conversation: it disappears from YOUR list only, the other person still sees it, and a new message brings it back for both. If your ambassador chose full anonymity, the channel is not available.

Yes, but not from the "Write to us" window, which accepts text only. Use "My messages" instead: when writing to the team or replying in a thread, an "Attach image" button is available, and you can also paste an image directly. Limits are 5 images per message and 8 MB each, in JPG, PNG, WebP or GIF format — SVG files are refused for security reasons. Text is always required: an image is never sent on its own. Location data contained in your photos is automatically stripped, and images are only accessible to the participants of the thread.

The reply email contains a "Reply in the app" button: that is the recommended path, because it takes you straight back to the thread where the whole history sits. A reply sent by email is still injected back into your thread when we can attach it there with certainty — we check in particular that the sender matches the thread's owner. If attaching is not possible, your message simply creates a new thread. In every case, your message is not lost.

In the Support menu. The "Frequently asked questions" tab groups the answers to the most common questions, with a keyword search that ignores accents and capitalisation, plus filters by tag. The "Articles" tab holds the more detailed guides published by the team, with their last-updated date. Both tabs share the same filters, and a link to a specific question automatically opens the right tab. This is also the content the automated assistant relies on, which is why it cites these pages in its answers.