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Support & Help

We're here to help.

Contact us

Our team answers from 8 AM to 8 PM, seven days a week. We usually reply within a few hours.

Common questions

How do I add balance to my wallet?

Open the app, go to Account → Wallet, tap Load Balance, choose an amount, and pay with eSewa or Khalti. Your balance updates as soon as the payment is confirmed.

I paid but my balance didn't update.

Payments usually confirm within a minute. Re-open the Wallet screen to refresh, and the app re-checks any pending payment automatically. If it still hasn't appeared after a few minutes, email us with the date, amount, and payment method and we'll resolve it.

How do I start charging?

Make sure your wallet has at least Rs. 50, plug the connector into your vehicle, then scan the charger's QR code (or enter the charger ID manually) and tap Start Charging. You can stop anytime from the live session screen.

A charger isn't working.

Each station's live status is shown in the app. If a charger shows as faulted or won't start, try another connector or station, and let us know which charger (its ID) gave the problem so we can flag it to the station owner.

How are refunds handled?

If a charging session fails, any amount held is returned to your wallet. For wallet top-up refunds and account closure, see our Refund Policy.

How do I delete my account?

You can delete your account and its data at any time — see Delete your account.

Questions about this document? Email us at info@sajilocharge.com.