FAQs

1. Account & Registration
a. How to login
b. How to register

2. Deposits & Fees
a. How to place deposit
b. How to refund deposit
c. Stated the difference between Account Balance – WeCharge Credits and Deposits

3. Rent and Return
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?

  1. 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.

Why did I not receive a verification code when signing up with a Singapore registered mobile number?

  1. Check that your mobile number was correctly entered, and tap “Send Code” on the verification screen to send a new code to your phone
  2. 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
  3. 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 support@wecharge.me
  4. Server Timeout – You may try moving to a different location and request for another verification code.

DEPOSIT

Why do I have to pay a deposit?

A one-time refundable deposit is required to use WeCharge, and we accept all major Credit or Debit Cards. It ensures the users responsibility while using the power bank. 

How do I request for a refund of the deposit?

To request for a refund of the deposit, you can tap the user icon on the top left-hand corner, then tap “My Account” → “My Deposit” → “Refund Deposit”.

Upon tapping “Refund Deposit”, the deposit will go straight into your bank account.

Note: 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 2-3 working days.

Note: When your refund request is being processed, you will not be able to use any WeCharge devices.

How do I place a deposit?
To place a deposit, tap “My Account” → “Pay Deposit”

Deposit and Account Balance

To rent our power banks, users are required to place a one-time refundable deposit which will be left untouched unless the user requests for a refund. However, you will need to top up your account balance in order to pay for the rental fees.

Note: The deposit and account balance are not linked in any manner, your deposit will not be deducted for rental services.

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 deposit and register your new mobile phone number as a new user.

Note: any existing WeCharge credits associated with your account will be forfeited, but the deposit will be refunded to you.

WECHARGE CREDITS

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 WeCharge credits, you will have to tap the user icon on the top left and tap  “My Account” → “Top Up”

What does my account balance show?
The balance shown are WeCharge Credits. When a rental transaction is performed, it will be deducted from your WeCharge account to pay for the cost of the rental of the power bank. If you do not have any WeCharge Credits, when you

Are WeCharge Credits refundable?

  1. WeCharge Credits are not redeemable for cash nor are they refundable for under any circumstances.
  2. WeCharge Credits cannot be resold, exchanged or transferred for value under any circumstances.
  3. WeCharge Credits shall not be regarded, construed, or used as valuable or exchangeable instruments under any circumstances.

Note: WeCharge Credits and your deposit are two separate entities, WeCharge Credits are not refundable but your deposit is refundable.  

How do I report a credit dispute?
You may view your transaction history by tapping “My Account” → “Details”. Should you encounter any issues with any transactions in your credit history, you may inform us by selecting the “Report” icon. Our customer service will be in touch with you within the same working day. 

How long does it take to top up my account?

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 for every 24 hours per rental!*

WeCharge Cube rentals are at $1 an hour. 

What if I run out of WeCharge credits midway during the loan period?

Charges will continue at $1 a day if you are still renting a WeCharge Power bank. The maximum charges will be capped at S$10. You will have the option to use your deposit to waive off the deficit or you can have the option to top up the remainder.

Note: You will be able to start a new rental once you have deposited $10 in your wallet for the next rental transaction.

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 WeCharge Power Bank? 

Simply proceed to the nearest WeCharge Station and insert the WeCharge Powerbank into an empty slot.

DEVICES

What if I forget to bring a wire with me when I rent WeCharge devices?

Do not worry, as 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 the same day.

What happens if I borrow and return the portable charger multiple times within the day?

It will cost you $1 per rental of each power bank.

WECHARGE CUBES

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 2-3 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 2-3 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.

WECHARGE STATIONS

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 the same day.

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 1-2 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 the working day.

If you have urgent inquiries, you may PM us on our facebook page or Instagram. Alternatively, you may email us at support@wecharge.me or call us at 6909 6179.