Take a look below at the Frequently Asked Questions by our EV Drivers, B2B Customers and Partners in the midst of the COVID-19 pandemic.

EV Drivers

What precautions is FLO recommending regarding public chargers to help avoid the transmission of the COVID-19 virus through use of EV chargers? 

We want charging users to be safe. Using a public EV charger is like using any other frequently used-public device. We therefore recommend following Health Canada/Centers for Disease Control and Prevention guidelines when operating public chargers. We also recommend the following:

    • Use a disinfectant wipe on the connector handle before (and preferably after) use;
    • If no disinfectant wipe is available, make sure not to touch your eyes, nose or mouth and sanitize hands immediately for government-recommended times after use; or
    • If no hand sanitizer is available at the station, avoid touching your eyes, nose or mouth. Wash hands or use sanitizer as soon as physically possible.

 

Is there any impact on network performance?

No. We are doing everything within our control to keep our network operational. At this point, there is no impact on the network performance as all of our user interfaces such as the mobile app and the web portal remain available. Our Network Operations and Maintenance Teams continue to monitor the network to ensure we can maintain our usual charging station uptime.

 

In case of emergency, is your frontline support still available?

Yes. We are doing everything we can to keep our network operational. Our frontline support stays readily available 24/7. Our contingency plan ensures we can continue servicing EV Drivers, but please be aware there could be longer wait times than usual due to telecommunications delays, staff availability or increased call volume. Our frontline can be contacted at 855-543-8356.

 

What should I do if the cellular network is not working, and I cannot activate my charging session with the FLO mobile application?

 If ever your cellular network provider is experiencing sustained issues, FLO’s chargers have been designed to continue working with the FLO member card.  If you do not have a member card, please consider ordering one through your mobile app or through the FLO user web portal.

 

I have a pending order for a FLO member card or equipment; will I still receive it by the expected lead time?

At this point, there is no impact on our processing and delivery times, but please be aware that we rely on shipping companies and, as such, orders could be delayed.

For FLO member cards: Cards are issued via Canadian/US postal services. Please refer to the Canada Post and USPS Web sites for any interruption of services.  In case of delivery delays, please download or continue using your FLO mobile application.

For equipment: We can provide you with a tracking number in the event you cannot retrieve yours or have not been provided one. Please call 855-543-8356 for more information, and we suggest you have your order number ready.

 

B2B Customers

Is there a risk for people using the chargers at our facility?

We want charging users to be safe. Using a public EV charger is like using any other frequently used-public device.  We therefore recommend using Health Canada/Centers for Disease Control and Prevention guidelines to ensure safe operations of the chargers. We recommend the users do the following:

    • Use a disinfectant wipe on the connector handle before (and preferably after) use;
    • If no disinfectant wipe is available, make sure not to touch your eyes, nose or mouth and sanitize hands immediately for government-recommended times after use; or
    • If no hand sanitizer is available at the station, avoid touching your eyes, nose or mouth. Wash hands or use sanitizer as soon as physically possible.

 

Is there any impact on the network performance and the ?

We are doing everything we can to keep our network operational. To service you and the EV drivers, we have put together business continuity and contingency plans to maintain our quality of service. At this point, there is no impact on the network performance as all of our user interfaces such as the mobile app and the web portal remain available. Also, our Frontline support, Network Operations and Maintenance Teams are still operational and monitoring the network to ensure we can maintain charging station uptime. Users can charge as usual.

We are expecting components to continue to arrive at our production facility, but note that our plant is susceptible to closing in the case of supply chain issues due to the COVID-19 situation.  However, our EV charging network will continue to be operational during this critical time.

Please reach out directly to our sales coordination team at orders@flo.com or at 855-543-8356.

 

I have a new or pending order for equipment, will I still receive it by the expected lead time?

At this point, we are not aware of any impact on our processing and delivery times, but please be aware that we are dependent on shipping companies, and, as such, orders could be delayed in light of the current situation.  Also, we are expecting components to continue to arrive at our production facility, but note that our manufacturing activities could be disrupted in the case of supply chain issues.

We can provide you with a tracking number in the event you cannot retrieve yours or have not been provided one. For other questions and comments, please feel free to reach us at orders@flo.com or call us at 855-543-8356.

 

Are your customer-facing teams available for meetings?

All our customer-facing teams are fully operational. Out of concerns for the health of our customers and employees,, for the time being, face-to-face activities will be replaced with web-enabled video conferencing solutions.

To set up a meeting, please reach out directly to our sales coordination team at orders@flo.com or at 855-543-8356.

 

Partners

Can we still do business together?

Absolutely. At this point, nothing prevents our company from accepting orders and providing you with the requested support. Service hours remain the same, and staff is readily available to support you. Please be aware that due to possible increase in call volume and staff availability, it is possible that wait times may increase. All of our customer-facing teams are fully operational. Out of concerns for our customers and employees, for the time being, face-to-face activities will be replaced with video conferencing solutions.

 

Is there a risk for the users of our customers?

We want charging users to be safe. Using a public EV charger is like using any other frequently used-public device.  We therefore recommend using Health Canada/Centers for Disease Control and Prevention guidelines to ensure safe operations of the chargers. We recommend  the users do the following:

    • Use a disinfectant wipe on the connector handle before (and preferably after) use;
    • If no disinfectant wipe is available, make sure not to touch your eyes, nose or mouth and sanitize hands immediately for government-recommended times after use; or
    • If no hand sanitizer is available at the station, avoid touching your eyes, nose or mouth. Wash hands or use sanitizer as soon as physically possible.

 

Is there any impact on the network performance and the chargers we sold to customers?

We are doing everything we can to keep our network operational. To service our charging station owners and EV drivers, we have put together business continuity and contingency plans to maintain our quality of service. At this point, there is no impact on the network performance as all of our user interfaces such as the mobile app and the web portal remain available. Also, our Frontline support, Network Operations and Maintenance Teams are still operational and monitoring the network to ensure we can maintain charging station uptime. Users can charge as usual.

 

I have a new or pending order for equipment, will I still receive it by the expected lead time?

At this point, there is no impact on our processing and delivery times, but please be aware that we are dependent on shipping companies, and as such and given the existing situation, orders could be delayed.  Also, we are expecting components to continue to arrive at our production facility, but note that our manufacturing activities could be disrupted in the case of supply chain issues.

We can provide you with a tracking number in the event you cannot retrieve yours or have not been provided one. For other questions and comments, please feel free to reach us at orders@flo.com or call us at 855-543-8356.

 

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To reach us:

service@flo.com

855-543-8356