This page matches the current product behavior. It uses the app’s real check-in rules, presence radius, route planner requirements, notification flow, and Tesla integration states.
If you want a searchable list of general answers, use the dedicated FAQ page. This support page is focused on troubleshooting without collecting personal details on the public site.
PlugSense supports email/password authentication and can support Sign in with Apple when enabled in the build. Password reset responses are intentionally generic for security, even when an account does not exist.
Check-ins require you to be within 100 meters of the charger and respect a one-hour cooldown. Live Presence currently requires you to be within 500 meters to start a session.
Route planning depends on resolved origin and destination coordinates plus reasonable vehicle assumptions. Best-time predictions are hints based on available signals, not guarantees.
Tesla account linking and commands are proxied through PlugSense. Saved-station alerts require iOS notification permission and the in-app notification preference to both be enabled.
Double-check the email address, make sure you are using the same sign-in method you originally chose, and check spam for password reset mail. If reset still fails, restore access first and continue from the authenticated help path inside the app.
You need to be signed in, within 100 meters of the charger, and outside the one-hour cooldown window for that charger. Make sure iOS location permission is enabled.
Presence sessions require location access and a starting position within 500 meters of the charger. If you already have an active session at that charger, the app will block a second one.
Tesla vehicle state can fail if the vehicle is asleep or offline. Saved-station alerts require system notifications plus the in-app preference, and only monitor a limited number of saved stations.
The public website intentionally does not collect names, email addresses, or account-specific support submissions. Use the checklist below with the authenticated support or feedback path available in the app build you are using.
The website does not accept your name, email address, account identifier, Tesla vehicle name, or other personal support fields.
When you need account-specific help, continue from the signed-in app so account context stays inside protected product systems instead of public pages.
For deletion steps, use the Delete Account page. For general privacy details, use the Privacy page.