C
CORE
EV Charging Network
Support
We're here to help you charge with confidence. Reach our team directly or browse the FAQ below.
Contact
Delete Your Account
To request deletion of your CORE account and all associated personal data, follow these three steps:
- Email info@coredevelopment.org with the subject line “Account Deletion Request”.
- Include your registered email address or phone number so we can identify the account.
- Your account will be deleted within 30 days of the request.
Data deleted on request:
- Profile information (name, email, phone, profile photo)
- Charging session history
- Wallet balance and transaction history
- Vehicle profiles
Data retained for legal compliance:
- Transaction records — 7 years (tax / financial reporting obligations)
- Financial audit logs — 7 years
Frequently Asked Questions
How do I top up my wallet?
- Open the CORE Charge app and tap Wallet.
- Tap Top Up and select an amount (or enter a custom amount; minimum ETB 50).
- Choose Chapa as your payment method and complete the secure mobile or card payment.
- Funds are credited to your CORE wallet immediately on payment confirmation.
How do I start a charging session?
- Make sure your wallet balance is at least ETB 20.
- Plug your vehicle into an available CORE connector at the station.
- In the app, open the station from the map, select the connector you plugged in, and tap Start Charging.
- For AC chargers, confirm which car you're charging and your starting battery level. For DC, pick your target state of charge.
- Charging begins automatically once the charger acknowledges the start command.
What do I do if a charger is offline?
Each connector tile in the app shows a live status indicator. If a charger is offline:
- Try a different connector at the same station — most stations have multiple chargers.
- Use the in-app map to find the next nearest CORE station.
- If the issue persists or affects an entire station, contact our support team via email or phone — we monitor station health in real time and dispatch technicians for hardware faults.
How do I get a receipt?
Receipts are generated automatically at the end of every completed charging session. To view or share one:
- Open the CORE Charge app and tap Profile → Sessions.
- Select the session you'd like a receipt for.
- Tap Download Receipt to save or share a PDF that includes session date, energy delivered, rate, total cost, and your CORE wallet reference.
How do I report a problem?
For anything urgent — a stuck session, a billing error, a damaged charger, a safety concern — please contact us directly:
For faster resolution, please include your CORE account email, the session ID (visible in your Sessions list), and a brief description of what happened.
What is your refund policy?
Refunds are issued for charging sessions that did not deliver the expected energy due to a fault on our side — for example, a charger failure mid-session, a billing error, or an unplanned station outage that ended your session early.
- Refunds are credited back to your CORE wallet (not to the original payment method) within 3 business days of the request being approved.
- Wallet top-ups are non-refundable to the original payment method once funds have been credited to your CORE balance, but the balance can be used for any future charging session.
- To request a refund, email info@coredevelopment.org with your session ID and a description of what happened. We will investigate and respond within 5 business days.