FAQs

Payment

How much do these chargers cost?
The daily rental fee is provided at the time of rental and each NRG Go power pack can be kept up to a maximum of seven (7) days. For NRG Go power packs kept more than seven (7) days, you will be charged the purchase price (provided at time of rental) minus the original rental fee.

When will my credit card be charged?
Your initial payment will be processed at the time of rental. Any charges for extended use will not be assessed until you return the device or opt to keep it past the seven (7) day rental agreement. Outstanding balances will be assessed within 1-2 weeks after the initial rental.

The NRG Go Station will not accept my credit card.
Our NRG Go Stations accept Visa, MasterCard, American Express, Discover, JCB, and Diners Club. We also accept gift cards and prepaid cards associated with each of those credit card companies. If you are using one of these cards, please ensure the magnetic strip on the back of your credit card is facing down and to the right. If the problem persists, try using an alternate credit card.

NRG Go Station

There is a problem with the NRG Go Station.
Please contact our customer support team via email at nrgGO@nrg.com. Please include the station number located under the screen in your email.

I could not retrieve my power pack after the NRG Go Station confirmed my payment.
Please contact our customer support team via email at nrgGO@nrg.com for a refund.

The NRG Go power pack I rented has the wrong plug for my phone.
Please return the power pack and contact our customer support team via email at nrgGO@nrg.com for a refund.

Where do I place the NRG Go power pack when I return it?
You can choose to: (a) select the "Return" button on the main screen of the NRG Go Station and follow the prompts, or (b) simply plug the power pack into any open slot on the station. See your power pack for additional instructions.

NRG Go Power Pack

Which phones can be charged using these portable chargers?
All Apple iPhones® and Android™ phones that use micro-USB charging plugs*
Note: If your charging port has a circular plug, our portable chargers are not compatible with your device.

The power pack won't charge my phone when I plug it in.
Ensure the plug is fully inserted into your mobile device and then hit the "PWR" button on the side of the power pack. If this does not work, please return the power pack and contact our customer support team via email at nrgGO@nrg.com for a refund.

How long does it take to charge my phone?
It charges as fast as your wall charger normally would, so most phones take upwards of one hour to get a full charge. Note: Charging times will vary based on your device type, battery size and current battery charge level.

Can I use my phone while it is charging?
Yes, you can charge and use your phone at the same time. If you're doing so, please keep in mind that it will take longer to fully charge your phone.

How much charge does the battery provide for my mobile device?
It varies based on your device, but the NRG Go power pack provides at least one full charge on most devices.

Can I use this on several devices?
Yes, you can use it on any mobile device you need to charge. Please keep in mind that you'll only get a partial charge on each since you are sharing the charge.

Can I use this on my iPad/tablet?
Yes, but it charges significantly slower and will likely only provide a partial charge.

Will it hurt my phone? The NRG Go power pack is warm.
No. The portable chargers power your device according to the same standards as the wall charger that came with your mobile device. The charger and phone might warm up while in use, but this is normal.

Are the NRG Go power packs for sale? Can I buy one? Where can I buy one?
Yes, simply rent an NRG Go power pack, and if you keep it for more than seven days, you will be charged the purchase price (provided at the time of rental) minus the initial rental fee.

 

Return

Where do I return the NRG Go power pack after my phone is fully charged?
You can return your power pack to any available NRG Go Station. Just plug the depleted power pack into any open slot, and you will receive a return confirmation email within 24 hours. NRG Go Station locations are available at nrgGO.com.

How long can I keep it? Can I keep it overnight?
Each rental lasts until 9pm the following day. We recommend you return the NRG Go power pack before you leave your current location. If you forget, please return the power pack the following day or mail it back to us (see next question). The initial rental fee will apply to each additional day of rental up to a maximum of seven (7) days. After seven (7) days, the power pack is considered purchased according to the terms and conditions, and the purchase price (provided at the time of rental) minus the initial rental fee will be charged to your credit card within 1-2 weeks after the initial rental.

I forgot to return my charger, can I mail it back?
Yes. If you forget to return your NRG Go power pack, you can mail it back to us via the United States Postal Service. Please email us at nrgGO@nrg.com to let us know you’re mailing it back. We will consider the power pack "returned" based on the date your email is received. Please mail the charger to the following address:

NRG Portable Power LLC
1201 Fannin Street, 9th Floor
Houston, Texas 77002

What happens if I lose the NRG Go power pack or don't return it?
If for any reason you are unable to return the power pack in less than seven (7) full days, we will consider the device "purchased" according to the terms and conditions, and the purchase price (provided at the time of rental) minus the initial rental fee will be charged to your credit card within 1-2 weeks after the initial rental.

How do I request a refund?
Should you have billing concerns, please contact our customer support team via email at nrgGO@nrg.com for a refund.

Company

Who is NRG?
NRG Energy, Inc., NRG Portable Power LLC's parent company, is a Fortune 200 company that creates value through best in class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers, large and small, we continually innovate, embrace and implement sustainable solutions for producing and managing energy. We aim to be pioneers in developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost 3 million residential and commercial customers throughout the country.

*iPhone is a registered trademark of Apple Inc. Android is a trademark of Google Inc. Windows is a registered trademark of Microsoft Corporation. NRG is not affiliated with, endorsed, or sponsored by Apple Inc., Google Inc., Microsoft Corporation or BlackBerry Limited.