General

Where can I get the app?

The iOS version can be downloaded from the App Store and the Android version can be downloaded from Google Play.
https://drivethearc.com/download-app/

What capabilities do I get with the Smartphone App?

You can:

• Find charging stations
• View charging station status
• View your cruising range
• Find recommended stations on the way to your destination
• Initiate a charge using the DRIVEtheARC App
• Automatic State of Charge (SOC) updates by NissanConnect Data Link Service

Where can the app be used?

You can use the app in approved business areas of Northern California.

Where can I get instructions on how to use the app?

Go to https://drivethearc.com/how-to-use-the-app/ for step by step instructions.

How do I use the app to get a free charge?

Tap a station pin on the map screen to open the recharge station details screen then tap “Get PromoTicket”. After you acquire a PromoTicket, you will be able to do the free charge.

How do I reset my password?

Start up the app and select “Forgot Password?” to request a password reset.

What are the rules for a valid user ID and password?

Start up the app and select “sign up” then do the user registration procedure.

What should I do if I forgot my user name?

Please register again as a new user.

Which charging stations' information can I view?

You can view information for all the DRIVEtheARC stations and EVgo stations in Northern California.

How do I view charging station information?

Pins on the map stand for charging stations. You can view the station and charger information by tapping the pin. Detailed information is available at “Check the station’s availability and request navigation to the station” in the operation manual.

Which charging stations can I use Smartphone App Charging at?

If you are a CHAdeMO EV user, you can use activate the charger using the DRIVEtheARC App.

What is the "FREE!" ribbon that appears in DRIVEtheARC station information?

It means that during the campaign period, you can charge your EV at no cost at that station [CHAdeMO only].

How do I get a PromoTicket?

Tap a station pin on the map screen to open the recharge station details screen then tap “Get PromoTicket”.

Where can I use the PromoTicket?

PromoTicket are used at the charge activation stage when recharging an EV.

How do I get reimbursed if my original free charge promotion doesn't work?

Yes it is possible. Please obtain another PromoTicket.

How do I get my phone to scan the code on the charger with a PromoTicket?

Nothing extra is needed. Simply select “charge activation” then scan the QR code displayed on the charger screen.

What is "SOC"?

It means State of Charge, which is a percentage of the amount of energy left in a battery of your EV.

Do I need to update my EV's SOC by myself?

Yes. To let the DRIVEtheARC App recognize your current state, you need to input your EV’s SOC by voice or keypad. If you are a NissanConnect Data Link Service user, the SOC is updated automatically when you launch the app, request navigation to a station, and complete charging. Android Users: please email [email protected]

What type of Internet connection do I need?

Your Smartphone needs to be connected to the Internet.

What is "NissanConnect"?

It is a navigation, information, and entertainment system for Nissan cars. Please refer to http://www.nissanusa.com/connect for more details.

How is the cruising range detemined per each car model?

It is determined based on information from FuelEconomy.gov Web Services. Please refer to http://www.fueleconomy.gov/feg/ws/index.shtml for more details.

How many stations are recommended?

5 stations at maximum.

Which kind of stations are recommended?

• Available status stations
• Stations on the way to your destination
• DRIVEtheARC stations are preferentially recommended for the users who are eligible to have no cost charge only in DRIVEtheARC stations.

How do I read the QR code on my phone?

First, make sure the DRIVEtheARC App has a permission to access the camera. When you launch the app and open the “Charge Activation” menu, you will see that your phone’s camera is activated. Line up your smartphone camera with the QR code on the screen, and hold the smartphone steady until the app can read the QR code. When the app has recognized the QR code, it will automaticaly display the result message of Charge Activation.

What should I do if my phone fails to read the QR code?

If you try QR code reading several times and it doesn’t work, please email our customer support line: iPhone users should contact [email protected], and Android users should contact [email protected].

What should I do if charging fails after reading the QR code?

Please check to see whether you have requested the navigation to that DRIVEtheARC station before. In this process, DRIVEtheARC app internally issues a PromoTicket valid for the smartphone app charging in the requested station. You are not authorized to start charging without this valid PromoTicket even if you could read the QR code. If you still can’t charge in spite of having a valid promoTicket issued, please email our customer support line: iPhone users should contact [email protected], and Android users should contact [email protected].
DRIVEtheARC Station Call Center
phone 855-600-3856

How do I contact technical support?

For iPhone Users: please email [email protected] For Android Users: please email [email protected]

What is the quick charger reservation service?

It is service to reserve usage time of a quick charger.

What is the vehicle that can be charged quickly?

Currently, only vehicles of CHAdeMO connector can be charged with application. In the near future, CCS Combo connector vehicle will be able to charge with application as well.

Where is the reservation-only charger?

NCAB3014DC2 at Pacific Pearl Station.
2693 Stoneridge Dr Pleasanton, CA 94588

How do I make a reservation for a charger?

Operate the DRIVEtheARC smartphone application to select a reserved slot and make a reservation. Please refer to the operation manual for detailed operation method.

How long will it take to charge?

For example, if you select a reserved slot from 10:00 to 10:35, you can charge up to 35 minutes. If you arrive quickly to the charger and the charger is available, you can charge it 10 minutes ago. In that case, you can charge up to 45 minutes total of reserved slots of 35 minutes + 10 minutes.

Can I stop charging on the way?

You can stop charging by operating the stop button. It automatically stops when it is fully charged before the reservation completion time.

Why do I have to move the car after charging time is over?

Please move the vehicle promptly for the next reserver.

Charging does not start, what should I do if it does not stop?

Please contact EVgo support at (877) 494-3833.

What should I do if the application encounters problems?

Please send a report from Failure information of DRIVEtheARC App on a charger detail screen.