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Pre-Authorisation 

 

Pre-Auth Image

Pre-authorization (pre-auth) is a security feature that temporarily reserves a set amount on a driver's payment method before charging begins. This ensures payment availability and protects both drivers and charge point operators from payment issues.

When a driver starts a Pay-As-You-Go (PAYG) session, the system:

  1. Pre-authorizes a predetermined amount (e.g., £30)
  2. Calculates the actual charging cost when the session ends (e.g., £20)
  3. Charges the actual amount and releases the remainder (e.g., £10)

The pre-authorized amount appears as a pending transaction until the final charge is processed and the remainder is released.

How Pre-Authorization Works

Payment Method Compatibility

Pre-authorization works across all Clenergy EV payment methods:

  • Clenergy EV App (via Stripe integration)
  • Contactless payments (Payter, Nayax, and CPI terminals)
  • RFID cards (where payment method is linked)

Authorization Process

  1. Driver initiates charging session
  2. System checks payment method validity
  3. Pre-authorization hold is placed for the configured amount
  4. Charging session begins
  5. Upon completion, actual cost is calculated
  6. Final amount is charged and excess hold is released

Hold Release Timeline

  • Successful sessions: We release as soon as the charger tells us the session is over - typically immediately, but could be delayed by the charger. Final processing depends on your bank
  • Failed sessions: Released within 30 minutes. This is processed as a cancellation rather than a partial refund, so banks typically handle this instantly
  • Banking variations: Some banks may take longer depending on their policies

Configuration Options

Owner-Level Settings

Set default pre-authorization amounts that apply across your entire network:

Recommended amounts:

  • £20: Suitable for slower AC charging (up to 22kW) in urban locations
  • £30: Standard for mixed AC/DC networks (default recommendation)
  • £40: High-power DC charging or premium locations
  • £50: Ultra-fast charging (150kW+) or highway services

Maximum Amount:

There is not a maximum pre-authorisation amount, but a sensible amount is encouraged. 

Tariff-Level Override

You can override the owner-level setting for specific tariffs:

  • Higher amounts for premium or rapid charging tariffs
  • Lower amounts for employee or resident charging programs
  • Dynamic amounts based on time-of-use pricing

Configuration Hierarchy

Settings follow this priority order:

  1. Tariff-level (highest priority)
  2. Owner-level (default fallback)

Best Practices

Setting Appropriate Amounts

Consider charging speed and duration:

  • AC charging (3-22kW): £20-30 for typical 2-8 hour sessions
  • Fast DC (50-100kW): £30-40 for 30-45 minute sessions
  • Ultra-rapid DC (150kW+): £40-50 for 10-30 minute sessions

Factor in location type:

  • Workplace: Lower amounts (£20-25) for familiar users
  • Public destinations: Standard amounts (£25-35)
  • Highway services: Higher amounts (£35-50) for rapid turnover

Account for electricity pricing:

  • Higher pre-auth during peak rate periods
  • Consider local electricity costs in your region

Customer Communication

Clear signage should include:

  • Pre-authorization amount displayed prominently
  • Explanation that excess amounts will be released
  • Estimated release timeframe
  • Contact information for payment queries

App and notifications:

  • Real-time updates on pre-auth and final charges
  • Clear distinction between pending and final amounts
  • Automated notifications when holds are released

Troubleshooting Common Issues

Failed Pre-Authorization

Possible causes:

  • Insufficient funds on payment method
  • Card/account restrictions or blocks
  • Expired payment method
  • Network connectivity issues

Resolution steps:

  1. Verify payment method validity
  2. Check available balance/credit limit
  3. Try alternative payment method
  4. Contact payment provider if issues persist

Customer Complaints About Holds

Common scenarios:

  • Multiple holds appearing for same session
  • Holds not releasing promptly
  • Confusion about pending vs. final charges

Response approach:

  1. Explain the pre-authorization process clearly
  2. Provide specific timeline for hold release
  3. Offer to check session details in your system
  4. Escalate to payment processor if necessary

Stuck or Duplicate Holds

Investigation steps:

  1. Check session logs for completion status
  2. Verify with payment processor
  3. Manually release holds if system allows
  4. Process refund if duplicate charges occurred

Regional Considerations

UK Banking Practices

UK banks typically process pre-authorization holds and releases as follows:

  • Debit cards: Holds usually appear immediately, releases processed within 1-3 business days
  • Credit cards: May take slightly longer for final settlement, up to 5 business days in some cases
  • Cancellations: Most UK banks process authorization cancellations instantly or within hours
  • Business cards: Corporate payment cards may have different processing timelines

Customer Expectations in the UK Market

  • UK drivers generally understand contactless payment holds but may be less familiar with EV charging pre-authorization
  • Clear communication about temporary holds is essential to prevent payment disputes
  • Consider peak charging times around bank holidays when processing may be delayed

Monitoring and Optimization

Key Metrics to Track

  • Authorization success rate: Should be >95%
  • Average session value vs. pre-auth amount: Optimize for minimal overhang
  • Customer complaints: Monitor for pre-auth related issues
  • Hold release performance: Track actual vs. expected release times

Regular Review Process

  1. Monthly analysis of average session values vs. pre-auth amounts
  2. Quarterly review of customer feedback and complaints
  3. Annual assessment of regional banking changes or regulations
  4. Immediate adjustments following significant pricing changes

Technical Configuration

Via Clenergy EV Portal

  1. Navigate to Administration → CPO → Finance
  2. Select CPO Level Pre-Authorization
  3. Choose desired amount from preset options (£20, £30, £40, £50)
  4. Save configuration

Tariff-Specific Settings

  1. Go to Administration  → Owners → Tariffs → Select Tariff → Advanced Settings
  2. Toggle Override Owner Pre-Auth Setting
  3. Select appropriate amount for this tariff
  4. Apply changes

Support and Contact

For technical issues with pre-authorization configuration:

  • Support Portal: Submit ticket with session details
  • Phone Support: +44 (0) 3330 129095
  • Email: support@clenergy-ev.com