1. Account & Registration
a. How to login
b. How to register
2. How to earn WeCharge Credits
3. WeCharge Credits
a. How to top up your account balance
b. How to refund your WeCharge Credit
4. Rent and Returns
a. Common issues faced when renting WeCharge Power Banks
b. Common issues faced when renting WeCharge Cubes
c. How to report a credit dispute
ACCOUNT & REGISTRATION
How do I log in?
- You can either click on the “User” icon on the top left-hand corner or click on “Tap to start” icon on the home page.
- Which country codes can I use to sign up for a WeCharge account?
Singapore (+65), China (+86), Hong Kong (+852), India (+91), Malaysia (+60), Indonesia (+62), Thailand (+66), Vietnam (+84), Japan (+81), Korea (+82), Philippines (+63), Taiwan (+886) and America (+1).
Why did I not receive a verification code when signing up with a registered mobile number on the list of available countries?
- Check that your mobile number was correctly entered, and tap “Send Code” on the verification screen to send a new code to your phone
- Your mobile carrier may be blocking the short code SMS that WeCharge uses to contact you. Please contact your mobile provider to confirm that short code SMS is enabled for your mobile account
- If you still do not receive an SMS containing a verification code after following both previous steps, please send an email with your mobile number, email address and any additional details to firstname.lastname@example.org
- Server Timeout – You may try moving to a different location and request for another verification code.
Is there a way to change the phone number attached to my account?
Currently, users are unable to change the attached phone number. You may proceed to request a refund for your WeCharge Credits and register your new mobile phone number as a new user.
Note: any existing non-refundable credits associated with your account will be forfeited, but the refundable credits can be refunded to you.1
HOW TO EARN WECHARGE CREDITS
How do I earn free WeCharge Credits?
To do so, you must refer someone with your own unique code that is under the “Earn Rewards” section of your account. Upon the sign up, he/she will be required input the unique code and both of you will be able to get 2 WeCharge Credits for free!
Note: The credits that are earned from referring are non-refundable.1
What are WeCharge Credits used for?
WeCharge Credits are required in order to perform each rental transaction.
How do I top up WeCharge Credits into my account?
To top up credits, go under “My Account” and tap the “Top Up” button.
How do I refund my WeCharge Credits?
To refund WeCharge Credits, go under “My Account” and tap the “Refund” button.
Note: For every 10 or under credits that you would like to refund, you will be charged 1 credit as service charge. 1
How do I report a credit dispute?
Should you encounter any issues with any transactions in your credit history, you may inform us by selecting the “Report” icon on the bottom left of the home page. Our customer service will be in touch with you within 1-2 working days.
How do I view my transactional history?
You may view your transactional history by tapping “My Account” → “Details”
How long does it take to top up my account?
Note: Most top ups will be immediate but some could take up to 10 minutes. It varies by the financial institution associated with the payment method selected.
What is the cost of the rental?
WeCharge power banks are at 1 credit for every 24 hours per rental.
WeCharge Cubes rentals are at 1 credit an hour. (Promotion period is free of charge)
What if I run out of WeCharge credits midway during the loan period?
Charges will continue at 1 credit a day if you are still renting a WeCharge Power bank. The maximum charges will be capped at 10 credits.
Note: You will be charged ONLY when you return the power bank to a WeCharge station. So if you misplace the power bank, simply click the “Buy Charger” option, and 10 credits will be deducted from your account, there will not be any additional charge.
RENTAL & RETURNS
How do I rent a WeCharge Power Bank?
Simply scan the QR code located on the WeCharge Stations using the WeCharge app. Select “Confirm” on the app. The WeCharge power bank will be ejected from our WeCharge Station and ready for use.
How do I return a power bank?
Simply proceed to the nearest WeCharge Station and insert the power bank into an empty slot.
How many power banks can I borrow at an instance?
You will be able to borrow up to 10 power banks at once, and for each power bank that you borrow, you will be required to top up 10 credits.
Note: You will need to have 10 refundable credits for each power bank that you borrow.1
What if I forget to bring a wire with me when I rent WeCharge devices?
All our devices have a pre-built wire inside that is able to charge Apple, Android and Type-C phones.
What happens if I borrow a faulty power bank?
You can simply return it to our WeCharge station and borrow a new power bank. When you report the issue, we will refund you accordingly.
If you face any technical issues, you can report the issue by tapping on the “Report” icon and we will get back to you within 1-2 working days.
What happens if I borrow and return the portable charger multiple times within the day?
It will cost you 1 credit per rental of each power bank.
What if the wire head is faulty?
You can request for a new WeCharge cube from your attendant and report the faulty device. We will process the refund process immediately upon receiving your request but it may take 5-7 working days before you see the balance in your wallet.
What if the code on the cube does not work?
You will be able to get a new password by tapping on the “Retry” icon. To do so, you will need to key in the three digits, the identification number, that is displayed on the cube and key it into the app and a new password will be generated.
What if the WeCharge Cube is faulty after confirming your order?
You can request for a new WeCharge Cube from your attendant and report the issue by tapping on the “report” icon on the home screen. We will process the refund process immediately upon receiving your request but it may take 5-7 working days before you see the balance in your wallet.
What if the buttons on the cube do not work after confirming your order?
S$1 will be deducted from your WeCharge account. You will be able to report the issue by tapping on the red exclamation mark icon on the screen and we will refund you accordingly. Alternatively, you can request for a new WeCharge Cube from your attendant and we will process your refund as soon as possible.
What if I can’t scan the QR code on the WeCharge Cube?
You can request for another WeCharge cube and will not be charged as the password was not generated.
What if the WeCharge smart machine doesn’t eject a power bank?
You can report the issue by clicking the “report” icon on the bottom right of the home screen and state the type of error and we will get back to you within 1-2 working days.
What if the system does not detect the charger upon return?
Under normal circumstances, our system will be able to detect when you return the WeCharge power bank within 3-5 minutes. Do not panic when it does not immediately give you the “Order Complete” notification. If you face any technical issues, you can report the issue by tapping on the “Report” icon and we will get back to you within 1-2 working days.
How to report a credit dispute ?
For any urgent issues, you can send us a private message directly at our Facebook page (https://www.facebook.com/WeChargeSG/) . Alternatively, you may call us at 6909 6179 from Monday to Friday (10am-5pm)*
*Excludes Public Holiday
1For every 10 or under credits that you would like to refund, you will be charged 1 credit as service charge. Any free credits that are earned by referring or given by WeCharge are non-refundable. WeCharge will start the refund process immediately upon receiving your request. However, the speed of the refund may vary due to the processing flow of the financial institution associated with the payment method selected. You may expect the money reflected in your bank account within 5-7 working days. When your refund request is being processed, you will not be able to use any WeCharge devices until you top up again.