1. I've been charged $15 – Why?
When you hire a charger from us, we hold a security deposit ($15 QR scan or APP, $35 Tap n Go). This is held by the bank and not us. Once you return the power-bank correctly by inserting it into any Ezycharge station, the security deposit is returned to you, minus the rental charge. The rental charge is calculated based off the length of time you keep the power-bank for. Please note that the time it takes for the deposit to be returned is a bank managed timing and not related to Ezycharge. Some banks take a few days to process this.
2. I've rented a battery, but nothing has popped out.
Can you see any batteries where the small light strip is not lit up on that battery? If you can, then it is likely that the internal motor has not pushed it out far enough. Try gently flick the battery out with your finger. This normally results in it popping out. Alternatively, push this battery back in. If it’s lights start up again, then the battery is locked in and you can restart the rental process.
3. There are no available slots to return a battery. What do I do?
Our batteries circulate through our network. Sometimes a station may be full as a result. Please download our app to find another station in your area. We have 2000 across Australia, so you should be able to find one relatively close by.
4. How much does it cost to rent a power bank?
Our standard fees are $5 per hour capped at $15 per day, or $7.50 per hour capped at $15 per day. Some venues however set their rates differently. If you decide to keep the battery or lose the battery, our system will automatically charge your account a set fee of $75
5. I've tried to push the battery in, but it won’t stay in.
Each of the station slots has a tiny ejection motor inside. From time to time these need to be remotely reset. If this happens, don’t leave the battery in the slot unattended. Please follow these instructions:
i. Take a picture of the barcode on the back of the battery.
ii. Email us immediately and attach the picture, detail the issue and the venue. That way we have a time stamp of the issue and can then advise you to return it elsewhere and once this is done, we can then refund you any fees that are not applicable.
6. I've forgotten to return a power bank (we promise we won’t ask why!)
No worries – To find a station nearby you, download our app and you will see the 2000 odd venues we have across Australia. Simply pop into one of these and return the battery. Alternatively, if you are in a remote area, please email us for our postal address and you can send it back to us. Once received, we will refund you the applicable amount.
7. I've just found the battery I hired and totally forgot I had it. Can I get a refund?
It happens. We obviously prefer to have the batteries returned so that others can use it (circular economy!). Please follow this process:
i. Take a photo of the barcode on the back of the power bank.
ii. Email this to us and we will assist with the process of refunding you.
8. Why have I been charged $75 for hiring a charger.
This charge occurs if you do not return the power-bank within 48hours. If you believe this is incorrect, please email us with the details of what may have happened. One of our support staff will assist you with identifying the issue and resolve the query.
9. A cable is broken on a power bank. What do I do?
Return the power bank immediately. If you do this within 3 minutes, no transaction will occur through your account. You can then start over and hire another battery. If you have not returned it within the 3 minutes, we will need to action a refund for you..
10. Can I keep the battery forever?
Sure you can. Each battery can be recharged using a standard USBC cable. You can then use the battery for your personal use daily. Please don’t return this to a venue however once it has been purchased. You will be charged $75 if you choose to keep the battery.
11. I've accidentally kept a battery from a music festival. What do I do?
Please email us with your concern with the following details:
i. Photo of the barcode on the back of the power-bank.
ii. The Festival name.
You will be asked to return the unit back to one of our stations and on doing so, notify us. We can then trace the battery back and action the appropriate refund.
12. The Power-Bank is not charging my device. What do I do?
Please try removing the charging cable and re-inserting the other way round. This results in effective charging in most instances.