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FREQUENTLY ASKED QUESTIONS

What Can We Help You With?

Have questions about our GM Energy products and services? You’ve come to the right place. Browse our most frequently asked questions below. 

FREQUENTLY ASKED QUESTIONS

What Can We Help You With?

Have questions about our GM Energy products, services or installation process? You’ve come to the right place. Browse our most frequently asked questions below. 
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CHOOSE A TOPIC:

V2H-Capable GM EVs

Installation

Managing Your GM Energy Ecosystem

Energy LIVE

Customer Care

Return/ Cancellation

GM Financial

Public Charging

CHOOSE A TOPIC:

V2H-Capable GM EVs

Installation

Managing Your GM Energy Ecosystem

Customer Care

Return/Cancellation

GM Financial

Public Charging

  • V2H-Capable GM EVs

    V2H-Capable GM EVs

    What is vehicle-to-home (V2H) or bidirectional charging and how is it a benefit?

    Vehicle-to-home (V2H) or bidirectional charging enables energy to flow in two directions. Not only does it send energy from your home to your EV for charging (unidirectional)—it also enables you to send energy from your V2H-capable GM EV* back to your home when the grid is down (bidirectional), providing you with a brilliant new source of backup power.

    Does my GM EV have V2H capabilities?

    V2H capability will vary by vehicle and is dependent on factors such as hardware specifications, operating system versions, and software updates. Select GM EVs are V2H capable (2024 Chevrolet Silverado EV, 2024 GMC Sierra EV, 2024 Chevrolet Blazer EV, 2024 Chevrolet Equinox EV, 2024 Cadillac LYRIQ, 2025 Chevrolet Silverado EV, 2025 GMC Sierra EV, 2025 Chevrolet Blazer EV, 2025 Chevrolet Equinox EV, 2025 Cadillac LYRIQ, 2025 Cadillac OPTIQ, 2025 Cadillac ESCALADE IQ, 2026 Cadillac VISTIQ, anticipated 2026 Cadillac LYRIQ, anticipated 2026 Cadillac LYRIQ-V, anticipated 2026 Cadillac ESCALADE IQ, anticipated 2026 Cadillac ESCALADE IQL).

     

    Still unsure? Schedule a time to speak with a Home Energy Consultant here.

    Can my GM Energy products and V2H-capable GM EV provide power to my properly equipped home in a blackout?

    The GM Energy PowerShift Charger and GM Energy V2H Enablement Kit shown requires an adequately charged and properly equipped GM EV (2024 Chevrolet Silverado EV, 2024 GMC Sierra EV, 2024 Chevrolet Blazer EV, 2024 Chevrolet Equinox EV, 2024 Cadillac LYRIQ, 2025 Chevrolet Silverado EV, 2025 GMC Sierra EV, 2025 Chevrolet Blazer EV, 2025 Chevrolet Equinox EV, 2025 Cadillac LYRIQ, 2025 Cadillac OPTIQ, 2025 Cadillac ESCALADE IQ, 2026 Cadillac VISTIQ, anticipated 2026 Cadillac LYRIQ, anticipated 2026 Cadillac LYRIQ-V, anticipated 2026 Cadillac ESCALADE IQ, anticipated 2026 Cadillac ESCALADE IQL) having bidirectional charging capabilities, a properly equipped home, and proper grid interconnection. Some eligible 24MY EVs will require a dealership or over-the-air update to enable bidirectional charging. Weather conditions, life of the battery, vehicle variation and usage, and other external factors may impact the duration of power supply. Power supply may be interrupted.

     

    It is not recommended that the following devices be powered with the GM Energy PowerShift Charger and V2H Enablement Kit: Medical Devices. 

     

    Still unsure? Schedule a time to speak with a Home Energy Consultant here.

    How do I know if my vehicle needs a software update?

    Communications such as physical letters, email and in-vehicle notifications may be sent to you as appropriate and required for the software updates. For an over-the-air (OTA) update, you will be notified in your vehicle via the touchscreen and can select “Learn more” on the update screen when offered. This will provide update release notes about the improvements included in the update.

     

    Still unsure? Schedule a time to speak with a Home Energy Consultant here.

    How long will my vehicle software update take?

    Vehicle software update installation times will vary, depending on the component being updated and the contents of the update. For an over-the-air (OTA) update, the in-vehicle notice will provide the estimated completion time for the installation. For an in-dealership update, your selected dealership service department can advise on estimated time of completion.

    Why do I need a software update for my vehicle?

    Some eligible 24MY EVs will require a dealership or over-the-air update to enable bidirectional charging. Vehicle-to-home (V2H) is a key feature that will be available after your software update is completed. Having V2H capabilities will enable your GM EV to provide power to your properly equipped home* in a blackout when paired with the GM Energy PowerShift Charger and GM Energy V2H Enablement Kit.

  • Installation

    Installation

    What are the benefits of having my GM Energy products professionally installed by a GM-preferred installation provider?

    By having your GM Energy products professionally installed by one of our preferred installation providers, you can rest assured that the equipment is installed properly, professionally and with the right permits. The preferred installer will help ensure your system is operating as intended to power your V2H-capable GM EV.*

    How long will it take after I submit my order before my system is fully installed and ready to use?

    The installation process and timeline is heavily dependent on your equipment selection and preferences, your current setup and the permitting requirements of your local jurisdiction.

  • Managing your GM Energy Ecosystem 

    Managing your GM
    Energy Ecosystem 

    I just had my system installed; how do I add it to my vehicle mobile app?*

     After installation and commissioning, your system should appear in your vehicle mobile app. If your system is not showing in the app after 24 hours, you can manually add it by tapping your profile avatar->add product->GM Energy. 

     

    *Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. Actual images and features may vary and are subject to change.

    How do I access my GM Energy Dashboard in my vehicle mobile app?*

    Once your system is added to your account, you can access your GM Energy Dashboard** by tapping your profile avatar then selecting the GM Energy card for your address.

     

    *Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. Actual images and features may vary and are subject to change.

     

    **This feature is not available when using the GM Energy PowerShift on its own. To access this feature, the GM Energy PowerShift must be utilized with the GM Energy V2H Enablement Kit and optional GM Energy PowerBank.

    How do I enable Automatic Backup Power?

    You can enable Automatic Backup Power for your V2H-capable GM EV* by navigating to your GM EV Dashboard -> Charge Management -> Home Location Settings. Charge Management for your V2H-capable GM EV can also be accessed from your GM Energy Dashboard.

    How do I add my utility rate plan?*

    You can add your rate plan from your GM Energy Dashboard->Settings->Utility Rate Plan. Once your rate plan is set up, you can utilize the Time of Use operational mode** with your GM Energy PowerBank to help you reduce your energy costs.

     

    *Adding a utility rate plan is not available when using the GM Energy PowerShift on its own. To access this feature, the GM Energy PowerShift must be utilized with the GM Energy V2H Enablement Kit and optional GM Energy PowerBank.

     

    **Enabling Time of Use operational mode requires the use of the GM Energy PowerBank. 

    What should I do if I’m not seeing data on my GM Energy Dashboard?*

    If you are not seeing live data on your GM Energy Dashboard: 
     

    • Make sure there is no active power outage. Do not troubleshoot during a power outage or extreme weather conditions. 

       

    Confirm that your system is energized:
     

    • If your GM Energy PowerShift Charger’s LED is blue or green, then your system is energized. 

       

    Power cycle your router: 
     

    • Locate your router’s power cable.
    • Gently unplug the cable from the router.
    • Wait 15-30 seconds.
    • Plug the router back in.
    • Wait for your router’s lights to stabilize. 

       

    If power cycling your router does not resolve the issue, reconfigure your system’s Wi-Fi settings: 
     

    • Navigate to your GM Energy Dashboard->Settings->Manage Wi-Fi. 
    • Follow the in-app instructions.

       

    If the issue is not resolved, contact support through your GM Energy Dashboard->Help Center.

     

    *This feature is not available when using the GM Energy PowerShift on its own. To access this feature, the GM Energy PowerShift must be utilized with the GM Energy V2H Enablement Kit and optional GM Energy PowerBank.

  • Customer Care

    Customer Care

    What aftersales support will be available for my GM Energy products?

    Your GM Energy mobile tools* will be your first stop for device performance and support. Additionally, there will be live technical experts available for you to call during business hours who can perform remote diagnostics. If further support is needed, you can schedule a trained technician to visit your home and perform necessary troubleshooting and repairs. Additional charges may apply. 

    My installer damaged the equipment, or it arrived at my home damaged. Who do I contact?

    If your installer damages the equipment, they will be able to contact EV Concierge to order a replacement. You may also contact EV Concierge directly at (833)64POWER, either for installer damage or equipment delivered damaged.

    My vehicle won’t charge using my GM Energy charging equipment – what do I do?

    There are several troubleshooting tools available to you – check your vehicle mobile app* for any error notifications, reference the troubleshooting information available in the user manual, and confirm whether your vehicle is able to charge on other chargers, if possible. For further support, call EV Concierge at (833)64POWER.

    I can’t power my home with my vehicle – what do I do?

    Reference the troubleshooting information available in the user manual and check your vehicle mobile app* for any error notifications. If further support is needed, call EV Concierge at (833)64POWER.

  • Returns/Cancellations 

    Returns/Cancellations 

    Who do I contact to initiate a return or cancellation?

    To initiate a return or cancellation, contact EV Concierge at (833)64POWER (833-647-6937). If your product has not yet shipped, you will not be charged. If your products have already shipped, all products in the purchase must be returned in order to initiate a refund and a restocking fee may be applicable. See full return policy.

    How long do I have to return a product?

    You will have 14 days from when you receive the product. After these 14 days, returns will not be accepted. See full return policy.

    Where do I take a product to return it?

    EV Concierge will provide you with instructions. They will schedule a pickup with the appropriate carrier (FedEx or R+L Carriers) based on the product size. You will be emailed a shipping label to print, if needed. See full return policy.

    How long until I get my money back?

    Once the product is returned and we have verified that the product is unopened and still in sellable condition, GM Energy will issue a refund (minus applicable restocking fees) within 30 days of receiving the product. The restocking fee is 15% of the purchase price. Any pending credit card authorizations will be removed from the card on file. See full return policy.

    Can I still return a product if I have opened the box?

    GM Energy products are not eligible for returns if the box is opened. See full return policy.

    How will I know when my return or cancellation has been processed and complete?

    You will receive an email invoice from GM Energy with your confirmation details. See full return policy.

  • GM Financial

    GM Financial

    What states is financing with GM Financial offered in?

    Financing your GM Energy purchase with GM Financial is currently offered in Alabama, Arizona, Arkansas, California, Colorado, Delaware, Florida, Idaho, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Missouri, Montana, Nebraska, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin and Wyoming.

    Can I get an estimate of how much financing I can expect?

    Yes. While you're browsing products, you can learn your “buying power.” That will tell you how much you could qualify for, with no impact to your credit score. 

    When will I know the exact terms of my loan?

    GM Financial will make a decision after you have completed the credit application. If your application for financing is approved, GM Financial will provide the exact terms of your loan, including rate, term, monthly payment and total amount financed. 

    Do I have to use GM Financial for my financing?

    No. But there are perks to being a GM Financial customer, such as working with a trusted global leader in finance, not to mention our friendly customer service. 

    When is my first loan payment due?

    If your credit application is approved and you complete your loan agreement, you’ll get a welcome letter in the mail with all the information you need, including your account number, first payment due date and how to manage your account online. Generally, the first payment is due 30 days after your loan is funded. 

Public Charging

Public Charging

What is public charging and who is it for?

Public charging refers to charging stations that allow the public to charge their electric vehicles. EV owners who live in apartments or urban areas may exclusively rely on public charging. Those who have home chargers will need public charging while on the go, on long drives, road trips, or at commercial locations, like workplaces or shopping centers.

How can I charge at a NACS DC Fast charger using my GM vehicle mobile app?*

To charge your GM EV at a NACS DC Fast public charging station:

 

1. Set up your GM vehicle mobile app* and order a NACS DC adapter, if you don’t already have one

 

2. In your GM vehicle mobile app*, go to the Maps tab and search for NACS DC Fast public charging stations

 

3. Connect the NACS DC adapter to the charging cable, then plug it into your vehicle

 

4. In your GM vehicle mobile app’s* Charge Management section, select the NACS DC Fast public charging station and tap to begin charging

 

5. Once charging is complete, you’ll receive an email receipt for your session

 

*Available on select Apple and Android devices. Service availability, features and functionality vary by vehicle, device and the plan you are enrolled in. Terms apply. Device data connection required. Actual images and features may vary and are subject to change.

I need to plan a long drive or road trip—how can I do that?

Planning a road trip with your GM EV is easy using your GM vehicle mobile app.* You can map your route, find public charging stations along the way, and plan your charging stops around specific restaurants or attractions. Before you take off, make sure your GM vehicle mobile app* is set up and bring your NACS DC adapter to be able to use Tesla Superchargers.* At each stop, just plug in, start charging—then get back on the road with confidence.

Are there different public charging speeds?

Yes, there are two primary public charging speeds. Level 2 is the most common—it can provide up to 35 miles per charge hour.* DC fast charging (also known as Level 3) is the fastest public charging speed. Using direct current—it can provide up to 100 miles of range in 10 minutes of charging* depending on vehicle, battery condition, weather, and station.

Where are public chargers located?

Public chargers are located across a wide network of destinations, so you can charge when you’re on-the-go. You can find them at places like shopping centers, grocery stores, restaurants, hotels, and along major highways. The easiest way to locate them is through the Maps tab in your GM vehicle mobile app*, which shows nearby charging stations and charging speeds.

What is NACS?

The North American Charging Standard is an electric vehicle charging connector system.

Why is GM adopting the North American Charging Standard?

GM is committed to continuing our collaborations with other industry leaders to help accelerate the deployment of vital charging infrastructure, expanding access to charging across residential, workplace and public charging; and working together to align to a single standard ahead of millions of new EVs hitting the roads.

What is the NACS DC adapter?

The NACS DC adapter is designed to plug into a CCS charge port inlet on the vehicle, while the other side allows for a NACS DC charger to plug in. This enables a CCS vehicle to utilize a NACS DC fast charger. Reference the owner’s manual to learn more.

Will the NACS DC adapter work with Level 2 Tesla chargers?

No. The NACS DC adapter is designed exclusively for safe use with Tesla Superchargers* and NACS DC fast charging stations. With the use of the NACS DC adapter, GM EV drivers have access to V3 Tesla Superchargers and additional chargers in the network. Select Tesla Superchargers are available to Tesla drivers only. Customers are able to use their GM vehicle mobile app* to locate specific chargers. Review this guide to learn more.

How can I locate applicable Tesla Superchargers* with Google built-in?

You can search for and find Tesla Superchargers, plan a route, initiate a charge and process payment using your GM vehicle mobile app.* If your vehicle has Google built-in* compatibility, you can also use Google Maps on your center display to search for and route to a NACS charging station after changing the adapter setting in charge station filtering. From the map screen, select the Charging Stations icon under the search bar. In the charging stations list, select the Filters icon and navigate to the compatible plugs section. Here you can select your plug type and toggle on NACS. Google Maps on your center display will now include NACS compatible charge stations in its search results and EV trip plans.


*Tesla and Supercharger are trademarks of Tesla, Inc.

How many Tesla Superchargers* are accessible, and which Tesla Supercharger generations are compatible?

GM EV customers have access to over 23,500 Tesla Superchargers located throughout the U.S. and Canada. Generation 3 (V3) and beyond Tesla Superchargers will be open to GM drivers. Select Superchargers are available to Tesla drivers only. Customers are able to use their GM vehicle mobile app* to locate specific chargers.


*Tesla and Supercharger are trademarks of Tesla, Inc.

Does the NACS DC Adapter come with a warranty?

The NACS DC Adapter features a 12-month limited warranty from the date of purchase, similar to other non-installed GM accessories.

Will use of a non-GM adapter void any vehicle warranties?

GM strongly advises that customers use a GM-approved NACS DC adapter for charging on the Tesla Supercharger* Network, which has been specifically designed to protect GM EV batteries while charging. Customers who leverage an adapter which is not sold or provided by GM could potentially damage the EV's battery which could potentially void portions of the vehicle's limited warranty.

Do I have to set up my vehicle mobile app to access the Tesla Supercharger* network?

To charge on the Tesla Supercharger network, it requires you to have your GM vehicle mobile app* set up for public charging. The Tesla Supercharger network is integrated into the GM vehicle mobile app* for you to seamlessly find a charger, initiate the charge, and pay for the charge.


*Tesla and Supercharger are trademarks of Tesla, Inc.

How do I find and/or identify a NACS-compatible public charger?

Charging freedom begins with the right connection. Review this guide to learn how to find/and or identify a NACS compatible charger.

Why do some NACS DC Adapters look different?

To ensure GM is supporting customer demand for NACS DC Adapters, the company plans on leveraging multiple suppliers to produce enough volume. While the physical appearance of the initial GM NACS DC Adapters may vary, each has been developed and tested to the same standards, helping to ensure customers can charge their EVs safely and efficiently at chargers which utilize the North American Charging Standard. Review this guide to learn how to recognize NACS incompatible public chargers.

How can I be confident I'll reach my destination with my current state of charge?

Your in-vehicle navigation system and GM vehicle mobile app* provide real-time range calculations based on current battery level, driving conditions, and your planned route. Before departure, check your estimated arrival battery percentage and input your destination into your app or navigation to plan charging stops if needed.

What factors affect my EV's driving range?

Several variables impact your range including weather conditions, driving speed, terrain, use of climate control, and driving technique.

How does weather and temperature affect my EV charging?

Both extreme cold and extreme heat can affect your EV’s ability to charge and your range. In both conditions, prioritize charging in a covered location to minimize exposure to the elements. On the go, this means looking for public charging stations with canopies you can pull under or through. Prepare your EV for a charge by preconditioning your battery, either by starting your charge from your GM vehicle mobile app* or manually through the in-vehicle navigation.

What should I do if my EV battery runs completely out of charge?

Immediately contact GM EV Concierge at (833) 64POWER or, if you have OnStar, contact an agent with a blue button push or through the OnStar app. Lastly, consider carrying a GM Dual Level Charge Cord for emergency situations. Prior to running out of charge, your GM EV will provide a low battery warning through the in-vehicle navigation. And, if you are using the route planner, you will get an alert on when to stop for a charge.