CharGing help

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Our chargers are powered by ChargeLab and are designed to be fast, simple, and reliable.

Please follow the steps below carefully to ensure a successful charging session.

Do not plug your vehicle in before starting a charging session.

Plugging in too early is the most common reason charging sessions fail.

This is the easiest option if it’s your first time or you don’t already have a ChargeLab account.

1. Scan the QR code on the charger using your phone.
2. You’ll be taken to the ChargeLab web app.
3. If this is your first time:
   • Create a quick account
   • Add a payment method

1. Select the charger number shown on the sticker.
2. Choose the left or right port based on where you plan to plug in.
3. Start the charging session in the web app.

Once started, the charger screen will prompt you to plug in.

For the smoothest experience, download the ChargeLab app from the App Store or Google Play.

1. Open the ChargeLab app.
2. Select the charging location and charger number.
3. Start the session before leaving your vehicle.
4. Once the charger confirms, plug in and begin charging.

This allows you to park, start the session, and plug in without delays.

Each charger is equipped with a payment terminal for direct card payments.

This option is currently not operational.

For now, please use Option 1 (QR Code / Web App) or Option 2 (ChargeLab Mobile App) to start your charging session. This page will be updated once payment terminals are enabled.

1. Wait for the charger screen to indicate it’s time to plug in.
2. Plug the connector into your vehicle.
3. The charger will perform automatic safety checks.
4. Charging should begin within 15 seconds.

• If using an adapter, ensure it is securely connected to the charging cable first, then plug into your vehicle.
• A loose adapter connection will cause the session to fail.
• If an issue occurs:
  • Cancel the session in the app or web app
  • Cancel the session on the charger screen
  • Start again from the beginning

Most issues are caused by plugging in too early or improper adapter use.

• Some locations currently use CCS1 connectors
• Tesla drivers may require a CCS1 adapter
• Some early Tesla models are not CCS-adapter compatible

Please ensure your vehicle supports CCS adapters before relying on this station.

Native NACS (Tesla) cables will be installed at select locations soon and will support all Tesla vehicles.

If you’re having trouble starting a session or need assistance at any time, 24/7 driver support is available.

Please call ChargeLab Canada 24/7 Support at:

📞  1-800-636-0986  

Support agents can help with:

• Starting or stopping a charging session
• Payment or account issues
• Charger or connector errors
• General charging questions

Help is available anytime, day or night.

If you need to report charger damage, vandalism, or any other site-related issue, please contact us directly at:

📧 info@surecharge.ca

Including the location name and charger number (if available) will help us resolve the issue faster.