Help

You will need your membership card in order to benefit from your Source London subscription rates. If you require immediate access to our network, our Pay As You Go offer is available. Please note PAYG session fees will apply.

You can add as many vehicles as you want to the same account. We simply require that one subscription is started for each vehicle. Please note that for each valid subscription, a new membership card will be sent to you within 7-10 working days. If you want to add multiple vehicles to your account, and therefore multiple subscriptions, you may want to consider our Company offers.

Your account will be suspended due to outstanding bill(s) and/or an expired bank card. You can look at the following FAQs to find out how to pay your outstanding bills and how to change your bank card details. Once all outstanding bills are paid via the Source London website and/or your bank card details are updated, your account will be automatically unsuspended, and you will be able to use the service immediately. Please note that if outstanding bills are not paid within a reasonable amount of time, your details may be forwarded on to a debt collection agency. If you pay outstanding bills through the debt collection agency, there may be a delay in reactivating your account. If you wish to discuss your situation, please contact us.

You can pay any outstanding bill on your Source London account via bank transfer. Please kindly include the charge number as reference and confirm that you have made the payment via our contact form. Please find the bank details below: TotalEnergies Charging Solutions UK Limited HSBC London Account No: 21349740 Sort Code: 40-02-50 IBAN: GB63MIDL40025021349740 SWIFT/BIC: MIDLGB2110C 

To update your payment method information, log into your online account. Once you are logged in, click on “My payment method”. You will be able to view and edit your bank card details there.

To update your personal and contact information, log into your online account. Once you are logged in, click on “My information”. You will be able to view and edit your personal details and delivery/billing address there.

You can reset your password by following this link. An email will be sent to you to reset your password.

The delivery of your membership card(s) can take up to 7-10 working days. Please also note that Royal Mail have advised that due to exceptionally high volumes, some customers may experience slightly longer delivery timescales. If you haven’t received your membership card within 10 working days, please contact us via our contact form.

We accept VISA and MASTERCARD. We do not currently accept Maestro and AMEX.

Should you wish to cancel your subscription(s), simply send us a written request through our contact form, by sending an email to customerservices@source-london.co.uk. When contacting us via email, please remember to include the following details:

• Your Source London badge number
• Your phone number
• Your full individual or company name

If you have lost your membership card, you can call our customer service team on 0203 056 8989 to request a new card. Please note that a £10 fee will apply when issuing a new card. In the unfortunate event that your membership card is stolen, please contact our customer service team on 0203 056 8989. Your card will be immediately blocked to prevent any fraudulent usage. The Police crime reference number will be required to receive a free membership card replacement. If you have found a Source London card, please send it to: TotalEnergies Charging Solutions UK Limited Customer Service Department 19th Floor, 10 Upper Bank St Canary Wharf London, E14 5BF United Kingdom If you think your card may be faulty, please contact us via our website contact form, or by calling our customer service team on 0203 056 8989 so that we can assist you. Note that if the charge point which you are trying to use is faulty, sending a new membership card will not resolve the issue. Please note that your Source London membership card can only be used to access stations which are displayed on our station map. Your Source London card will not be accepted at stations which are not displayed on our station map.