Public Charging Network for Electric Vehicles

Where can I use Helen Charging?
As a Helen Charging customer, you have access to all of Helen's public charging points. Download Oma Helen app from your app store and register as a customer to start using Helen Charging.

How do I find Helen's public charging points?
You can find Helen's public charging points on the Oma Helen’s map view. You can identify Helen's charging points by Helen's visual identity in the charging areas.

How do I start and stop charging?
Find an available charging point on the map view in Oma Helen app. Start charging using Oma Helen app or by scanning your charging tag, which is added to the Oma Helen app, at the charging point. Stop charging the same way you started: If you started with a charging tag, stop with the same tag. If you started with Oma Helen app, stop charging with the app.

Where can I view my charging history?
Your charging history can be found in the Oma Helen app under More > Charging > Charging History.

Does Helen Charging have its own mobile app?
Helen Charging is integrated into the Oma Helen app, where you can charge your electric vehicle at any of Helen's public charging points. You can start charging using either Oma Helen app or a Helen Charging tag. Oma Helen app is available for download from both the App Store and Google Play Store.

Why is my car not charging at the maximum charging device power?
The actual charging power is influenced by both your vehicle's characteristics and the specifications of the charging station. The maximum charging power of the charging point can be found in Oma Helen app. However, the actual charging power depends on your car's ability to receive electricity, and the charging status, condition, and temperature of your car's driving battery. You can get the most up-to-date information on your car's charging capabilities, consult your car manufacturer or importer.

What does charging an electric vehicle cost?
You can find the current pricing for each charging point in the Oma Helen app. The pricing details are always shown prior to a EV charging session.

How is the electric vehicle charging paid for?
EV charging sessions are debited from the payment card that is added to Oma Helen app within 1–2 business days. All EV charging sessions made within the same day are charged together in one batch.

How can I add or update payment card information?
You can add a payment card in the Oma Helen app under More > Charging > Payment Card. Within the same section, you can also update your payment card details. Supported payment cards are Visa and Mastercard.

Is there a monthly fee for the service?
There is no monthly fee for the Helen Charging service. You only pay for the EV charging sessions you make.

Where can I find receipts for EV charging sessions?
Receipts for EV charging sessions can be found in the Oma Helen app under More > Charging > Charging History, within the details of each EV charging session. All WV charging sessions made within the same calendar day are charged together in one batch, so a single receipt may display multiple EV charging sessions.

Where can I see how the charging cost is determined?
The charging cost is displayed in the Oma Helen app under the details for each charging point. The charging cost consists of an energy fee and a time-based fee. You can find the receipts for the charging sessions in the app under More > Charging > Charging History. Receipts after June 20, 2024, will show separate amounts for energy as well as free and paid time.

What is an RFID charging tag?
An RFID charging tag is an item that allows you to authenticate at a charging point and initiate charging. As a Helen Charging customer, you receive a Helen Charging Tag free of charge.

Where can I get a Helen Charging Tag? Is it free?
You can order a charging tag for yourself through Oma Helen app under More > Charging > Charging Tags. The first charging tag is free, and additional orders of charging tags are chargeable.
I already have a Helen Charging Tag, can I continue using it?
Yes. You can link your existing charging tag to your Helen Charging account in the Oma Helen app under More > Charging > Charging Tags.

Where can I see the charging tags linked to my account?
Charging tags linked to your Helen Charging account are visible in the Oma Helen app under More > Charging > Charging Tags.

Charging doesn't start, what should I do?
First, ensure that the charging cable is correctly connected and fully inserted. Also, double-check that you are attempting to initiate charging at the correct charging point if you are using Oma Helen app. Sometimes, simply reconnecting the charging cable to both the car and the charging point can resolve the issue. If everything appears to be in order and charging still fails to start, please contact customer service at 09 617 8035.

The cable is stuck in the charging point, what should I do?
If the charging cable remains stuck in the charging point after ending the charging session, try first disconnecting the cable from the car end. After this the charging cable should detach from the charging point within approximately 10 seconds. If not, attempt to push the charging plug further into the socket. In certain situations, the charging plug may be poorly positioned, and readjusting it may release the charging cable. If the charging cable remains stuck, please contact customer service at 09 617 8035.

The charging point is malfunctioning, where can I report it?
You can report a malfunctioning charging point by calling the customer service number at 09 617 8035. Please provide the identification number of the charging point in your report, along with details of the malfunction.

How can I update my information?
You can update your details in the "My details" section of the Oma Helen app.

How do I terminate my Helen Charging account?
To terminate your Helen Charging account, open Oma Helen and navigate to More > Charging > Terminate the Helen Charging customer account. If you have any unpaid charging sessions, they must be paid first. Additionally, any ongoing EV charging sessions must be stopped before terminating the account. For assistance, contact customer service at 09 617 8035.

I have forgotten my password for Oma Helen, what should I do?
In addition to your username, you can log in to Oma Helen using your online banking credentials. Open the Oma Helen app, select "Log in with online banking," and follow the login instructions.

My housing company or employer has acquired electric vehicle charging points from Helen. How can I start charging with them?

Register as a customer of Helen Property Charging. After this, your housing company or employer can grant you access to the charging points.

The use of Helen's private charging points at corporate and housing company charging stations continues through the Virta app.