Frequently Asked Question
Everything you need to know about the product and billing
Although charging at DC Handal high power stations is simple and quite intuitive, there are some slight variations depending on the payment method of your choice. To make the process as easy as possible for you, we are introducing explanatory charging videos. Check out these four simple step-by-step video guides on how to charge and pay at DC Handal with Plug & Charge with your normal payment/debit cards.
To find DC Handal, you can go to the map on our website where you will find all our operational charging stations as well as those currently under construction.
Our chargers are discoverable via the ChargEV and JomCharge applications as well.
You can charge and pay within the DC Handal network via a cards, debit cards, and coming soon some of the popular e-wallets (aka. Ad-Hoc Payment). As a customer of these providers, you gain access to charging networks for electric vehicles. Typically, you are offered contactless payment options via credit/debit cards or tokens.
Payments at our chargers can also be made with existing ChargEV and JomCharge applications and their applicable payment methods.
Be sure our charging service and cost before accessing to our high-power charging network.
NOTE: Please don't connect the charger with you car at this stage. Complete the charger activation steps in the mobile app first, then connect the charger. This is important in order to prevent a time-out and a failed charging attempt.
- Open the mobile app (ChargEV or JomCharge) on your mobile phone and select the charging station from the map, where you are standing. If you allowed the app to use your location, the correct charging station will show up, indicated by the DC Handal name and symbol in the description.
Alternatively, you can search for a station by entering the location in the search field just above the map and select the correct station from the list.
- Click on “Start Charging” and, select the charger in the app, at which your car is parked. Please make sure the number displayed on the charger (near the display) and in the app match. For example: you park at charger 3 -> select charger 3 in the app.
Occasionally the charger can show as occupied in the app despite available and free to use. It is caused by a slight delay in the status update between the charger and the app. In such case, you can still choose the said charger regardless and proceed with the process.
- If you want to proceed with the charging session, press “Start charging”. Here you will also see the price. You will need to also select the payment method that you have already registered in the application.
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Connect the charger with your car. Make sure the plug sits firmly and wait for message in the app: “Charger Connected”.
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Stop charge: swipe right at the bottom of your phone’s screen to stop. Wait for message: Your receipt. Alternatively, you can also stop the charge via your car.
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A receipt will be sent to your registered email address on the following working day and you can look at old charging sessions in the app, under “Charge History”.
Different CCS (Combined Charging System) connector types are used in the different regions of the world. In Malaysia the CCS Type 2 / Combo 2 plug is the preferred solution for AC (alternating current) and DC (direct current) charging. The CCS plug supplements the Type 2 plug with two additional power contacts for a quick charge function and supports AC and DC charging.
Please note, DC Handal will not provide CCS adapters.
For more detailed information concerning CCS adapters, please contact your vehicle manufacturer directly.
To find DC Handal, you can go to the map on our website where you will find all our operational charging stations as well as those currently under construction.
All vehicles using the Combined Charging System (CCS), the most widely adopted electric vehicle charging standard in Europe and Greater Asia, are compatible with the network. The CCS standard allows for achieving coverage for the vast majority of electric vehicles.
On the payment terminal on site, select the nozzle ID you are currently charging from. Select Stop Charging.
Or if you are using your application form either ChargEV or JomCharge, select stop charging on your onscreen menu.
The plug is locked when the charging process is initiated and it remains locked during charging. This is for security reasons and it cannot be disconnected during charging. The connector is automatically released when the charging is stopped or finished. This process may sometime take between 3-15 seconds.
Please note, the car controls the locking and unlocking of the connector. This is not done by the charger.
The plug is locked when the charging process is initiated and it remains locked during charging. This is for security reasons and it cannot be disconnected during charging. The connector is automatically released when the charging is stopped or finished.
Please note, the car controls the locking and unlocking of the connector. This is not done by the charger.
Here are some recommended trouble-shooting steps to consider:
In some cases, it might take a few minutes after finishing the charge until the connector is unlocked. Please be patient.
If the plug cannot be released, please check if the plug is under tension and the cable too tight. This might prevent the connector from being released.
Check if there are vehicle specific instructions on how to release the connector. Please follow the manufacturer's instructions for unlocking the connector, for example pressing the unlock button on the remote control of your car multiple times etc.
If all measures fail, please contact the +60108226222. You can find the local customer service phone number displayed at the charging station or here:
Depending on where they want to charge, customers pay per kilowatt hour (kWh). Please refer to our current rates Pricing Rate
- Credits cards
- Mastercard
- Visa
- Google Pay
- Apple Pay
Please tap your cards or wireless payment device on our payment terminal
In order to offer a smooth payment process, we need to make a per-authorisation/ reservation on your card, to verify that the card is working and that sufficient funds are available to cover the payment.
How does it work?
Before the charging session, we reserve RM50.00 on your card (or a similar amount in any of the selected currencies for payment: SGD1xx, THB1xx and…) After you have successfully charged your car and the total amount of your charging session is known, we will adjust the reservation to match the final amount of your charging session. Over night, DC Handal will complete the billing process, which initiates the final booking on your bank card The cancellation of the reservations can take up to 2 days. This is linked to your bank's processes.
Have I been double-charged?
Please note, the reservations and the final booking may appear on your card statement as separate line items, however, they have not been booked twice. They are only marked as reservations and final booking, whereby the reservations will be cancelled and the final booking will be charged to your card.
If you tried to initiate multiple charging sessions, you may see multiple reservations of RM50.00 on your card statement.
Yes, at all DC Handal sites, chargers have a payment terminal installed which enables ad-hoc payment with a banking card. Acceptable cards are VISA and Mastercard debit and credit cards, as well as Apple Pay and Google Pay.
Why is DC Handal taking RM50 reservation amount and how does it work?
In order to offer a smooth payment process, we need to make a pre-authorization/reservation of RM50.00 on your card, to verify that the card is working and that sufficient funds are available to cover the payment.
Before the charging session, we reserve RM50.00 on your card (or a similar amount in any of the selected currencies for payment: SGD1xx, THB1xx and .…
If the final amount of your charge is less than the initial reserved amount (RM90 or a similar amount), we will refund the difference of the reserved amount and the final amount of charge (for example final amount is RM40: RM200 - RM40 = RM160 will be refunded back to you).
The invoice/receipt for the payment can be accessed via Receipt Portal by code sent to your phone via WhatsApp. The invoice will be available generally within 24 hours.
Overnight DC Handal will complete the billing process, which initiates the final booking on your bank card (for example: final amount of RM40 will be shown as a final item on your card statement)
The cancellation of the reservations (RM50.00 or the charge amount) can take up to 44 hours but in most cases, it is much quicker. This is linked to your bank's processes.
What is the price when paying with Payment Terminal?
The price when paying with the Payment Terminal is the same as the standard that is published on site and in our pricing guide.
How can I get my invoice/receipt?
Invoices/Receipts for the payment can be accessed via link, after you have provided the payment terminal your phone number.
Refund request for payments via
If you charged your car and need a refund or have questions about the invoice, please contact us via this contact form (link). Please always indicate the invoice reference number or details of your charging session (place, date & time, charger number) in the description field.
Do I need a contract to use DC HANDAL?
No. You can charge your vehicle and pay directly with your any of the selected Credit/Debit Cards at all DC Handal stations across Malaysia.
Roaming App Activation.
One of the most common issues that prevents a charge to start is the improper connection between the connector/plug and the car. In this case, the connector/plug cannot lock in the port, which is required for security reasons to start charging. Here are some recommended steps to follow:
Tension on cable/connector: check, if there is too much tension on the cable and the connector: due to the weight of the cooled charging cables or due to the large distance between car and charger, there may be too much pressure on the cable and, as a result, the connector/plug doesn't sit firmly in the car's charge port. In this case, some chargers may display error code, indicating a time-out.
Recommended action: Move the connector/plug up slightly and push it firmly into the car's charging port. Hold the connector/plug firmly in the car's charging port for a few seconds, until it gets locked. In case of a problem, please unplug the connector/plug from your car and return it to the charger. Restart the process.
Connection time-out: delays between payment authorisation and inserting the connector/plug in the car can lead to a time-out, which may prevent the charging process to start. In this case, some chargers may display error code: 63.
Recommended action: Prepare your payment authorisation before connecting your car with the connector/plug to avoid a time-out. In case of a time-out, please unplug the connector/plug from your car and return it to the charger. Restart the process.
Car is not switched off: if the vehicle is not properly switched off, for example not in gear P (Parking), charging might not be possible (please check your car's operating manual for exact pre-conditions of charging).
Any time, if you run into issues while trying to charge at our stations, please feel free to contact our Customer Service team at the local phone number displayed at the charger.
The car determines the speed at which it can be charged most of the time.
There are different reasons that can lead to an extended charging time.
- The temperature of the battery is too high or too low for high power charging
- The outside temperature is very high or very low.
- You were driving fast before arriving at our site. This will also heat up the battery.
- You have only driven for a short period of time before coming to our site and the battery hasn't reached its ideal temperature for charging.
- Some cars precondition the battery if the user select a charger as target in the navigation system
- Charging speed dependent on battery's state of charge (SOC) level
- Typically, batteries can reach the maximum charging speed for a limited period of time during the charging session. Generally, the fuller the battery gets, the less charging power it can take from the station. This is the so-called charging curve, which varies from car to car. For the expected charging-curve / charging behavior of your car, please refer to your manufacturer.
- Each electric vehicle has a maximum charging speed, which may be significantly lower than the maximum charging speed of the charging station. For example, if the maximum charging speed of your car is 100 kW, you will not be able to go beyond this charging speed, even if the charging station can deliver 400 kW.Please check the maximum charging speed of your vehicle with the manufacturer.
The charging process itself consumes electricity on the part of the vehicle – in particular because the battery cells have to be kept at the optimal temperature. This leads to discrepancies between the amount of energy actually delivered by the charging station and the energy stored in the car battery and displayed by your vehicle. If additional power-consuming devices such as radio, heating or air conditioning are switched on during charging, the discrepancy may be even greater.
Here are some recommended troubleshooting steps:
- If the error occurred already before initiating a charge, we recommend to use a different charging point at the charging station.
- If the error occurs when trying to start a charge you should first try to resolve the error in order to activate the charging point again: please return the charging plug into the holder and try to re-start the charging process.
- If charging is still not possible, please contact the DC Handal for assistance. You can find the local phone numbers displayed on each charging point.
In rare circumstances, the screen of the chargers goes black for example after being exposed to bright sunlight. However, this does not affect the charging functionality.
Blocking an electric vehicle (EV) charger by a non-EV vehicle is nothing new – it even has a name: ICEing. A short form for ‚internal combustion engine‘ – but in a wider sense, it means that drivers of non-EVs block spots at EV charging stations.
In such cases, we recommend to identify the driver of the vehicle who is parking on the site and ask him / her politely to move the car.
Alternatively, you can ask a service station worker for help to find the driver.
Whatapp helpline: +60108226222
Your electric vehicle (EV) determines the power at which it can be charged. If your EV supports a maximum power of 70 kW, it won’t matter if you charge it on a 150 kW or 400 kW charging station, you will still only get 70 kW.
DC Handal deploys chargers that are capable to deliver 400 kW of power. Most currently available EVs aren’t yet able to charge at this level of power. Many car manufacturers announced electric vehicles that will come in the near future which can take advantage of the high power chargers.
A vehicle capable of the full 400 kW charging power can be charged in approx. 10-15 minutes, which is significantly faster than it takes at more common 50 kW charging stations as of today. Each charging station and point offers the potential of 200-400 kW. Smart logic inside the charger means all electric vehicles equipped with Combined Charging System (CCS) will automatically charge at the fastest rate their batteries can safely handle.
The car determines the speed at which it can be charged at all times. Most of DC Handal chargers support from 200kW-400 kW. This power is being shared, therefore all chargers can provide between 50kW to 400 kW.
The DC Handal charging stations are primarily designed for commercial and passenger cars. Accordingly, the available space is limited when using them with larger vehicles, such as trucks, buses and trailers.
We would kindly ask you to take this into consideration, when planning to use our charging stations with larger vehicles or trailers.
Refund Policy
- Refund Eligibility
Customers may qualify for a refund under the following conditions only (“Refund Event”):
- Double Deduction: In the event of duplicate deduction from the customer’s payment source for a charging session.
- Erroneous Charges: If an incorrect amount is charged to the customer’s payment source for a charging session.
- Refund Request
Request for refund is to be submitted to helpme@dchandal.com (“Refund Request”) no later than 7 days from the Refund Event.
- Supporting Evidence: Customers are required to provide sufficient evidence to substantiate the Refund Event, including session details (charging site, charging time, nozzle number, payment mode, last 4 digits of the payment card if applicable and charging amount), payment receipts, phone number and relevant documentation or images.
- Verification Process: The company will review and verify each Refund Request on a case-by-case basis.
- Refund Process
- Valid Claims: Refund Requests that meet the eligibility criteria and are deemed valid at the sole discretion of the company will be processed within 30 days from the receipt of Refund Requests. The company reserves the right to reject any Refund Request where the provided evidence is deemed insufficient or if the request foes not meet the specified criteria.
- Refundable Amount: Only amounts supported by sufficient evidence will be refunded. Promotional credits or rewards are not refundable.
- Refund Method: Refunds will either be credited back to the customer’s original payment source or bank account. For credit card refunds, it may take up to 30 days for the refund to reflect on the statement, depending on the issuer bank. In the case of refunds to bank account, customers must provide the full name, bank name and bank account, and it may take up to 14 days for the refund to be credited to the bank account.
- Communication and Policy
We will keep customers informed of the refund status via WhatsApp.
DC Handal reserves the right, at its absolute discretion, to vary (whether by addition, deletion, modification, amendment or otherwise) any of the terms and conditions by way of posting on DC Handal website, or through any other practical means to provide prior notice to customers.
- Governing Law
This refund policy shall be governed by and interpreted in accordance with the laws of Malaysia.
Updated on: 1 December 2024
The exact location of the charging stations is determined together with the owner of the site and depends on several factors:
Building boundaries, concession boundaries, safety aspects (e.g. location of exits). Underground conditions such as storage tanks, pipes, cables etc.
Safety distances to gas tanks, petrol station or available grid connection points for electricity, etc. Please use the PlugShare App or Website to find the exact locations.
High power charging beyond 50 kW is only possible with DC (direct current). AC (alternating current) charging is typically used for charging at home or when parking your car, e.g. during shopping.
Power always needs to be converted from AC to DC when charging an electric vehicle (EV). The technical difference between AC charging and DC charging is whether the power gets converted outside or inside the vehicle.
The DC Handal charging stations execute an internal electrical safety test before each charging process. Only if no electrical faults are found in the system, does the charging system allow a charging process. The system is also checked for electrical faults during the charging process and it switches off in case of a fault.
Strict data protection requirements regulate the handling of customer data. The customer and payment data are stored by the payment gateway (card issuer). Please contact your Banking Provider regarding any questions on how your data is handled.
Our local customer service phone numbers are displayed at all charging stations. For trouble charging or any other support request simply call the provided number to receive immediate assistance.
Charge, Use, Terms & Conditions