Question 1

I can’t find the SPARK car

Accepted Answer

If you **see a SPARK car on the map but can't find it nearby**, it might be parked in an underground parking lot.

If you **see a SPARK car nearby but it's not visible on the app map**, it's likely already reserved by another user or currently in a session.

Question 2

I can’t start the car

Accepted Answer

To start the car, you need to:
• **Press the brake together with the START button** or **turn the key**.
Some models, such as the **Dacia Spring** and Renault Zoe, require the car to be in neutral (N) with the handbrake engaged.
When the car has started successfully, **OK** or **Ready** will appear on the display. If it doesn’t work, repeat the process or contact our Customer Service Center.

Question 3

The dashboard displays an EPC error

Accepted Answer

This error usually means that **the car was not started correctly**. To fix it, remove the key and repeat the process:
• Put the transmission in **position P**.
• Press the **brake** and at the same time **turn** the key all the way.

Question 4

The session is ended but the vehicle didn’t lock

Accepted Answer

Please contact our Customer Support Center immediately at +359 2 419 3476.

Question 5

Charging doesn’t start. What should I do?

Accepted Answer

Charging at Eldrive network stations is activated depending on the station type:
• At a **standard AC station**, plug the cable into the car’s charging port and call the 24/7 support center to start or stop the charging session.
• At a **fast DC station with a CCS connector**, just plug in the **connector** and charging starts automatically. Stop it with the STOP button on the station display.
• At a **fast DC station with a** ChaDeMo **connector**, charging is started remotely after you call our 24/7 support center at +359 2 419 34 76.
**NB! New Renault Zoe 40** charges only at a **standard AC station**, at up to 22 kW per hour.
Our partner charging network Eldrive has high-quality Type 2 charging cables at all of its AC charging stations in Sofia and Plovdiv.
The battery can also be charged at private charging stations outside our partner network, but you need to check that they are compatible with the car you are using and pay for the service.

Question 6

Why am I not able to end my session?

Accepted Answer

This can happen if:

1) You have not parked the electric vehicle **within the designated SPARK zone**, as marked on the map in the mobile application.
2) You have left one of the electric car's doors open.
3) The electric car is not turned **off**.

You can end your session once you have resolved these issues.

Question 7

My card didn’t have enough funds and my trip wasn’t paid. What should I do?

Accepted Answer

If your card doesn't have enough money, you can't start another trip until you pay off. The system will try to charge your card a few times. Please add more money to your card so you can keep using the service.

Question 8

What should I do if I left (or found) something inside a SPARK electric car?

Accepted Answer

Please inform us by calling +359 2 419 3476 as soon as possible.

Possible situations and how to resolve them