Skip to content
Polaris Express Docs

Common issues — cookies, magic-link expiry, card not recognized

This page is for drivers who can’t sign in, can’t open their session link, or tapped their card at a charger and nothing happened. Work through the section that matches your problem. You don’t need any tools beyond the browser or card you’re already using.

Before you start

Section titled “Before you start”
  • Have the email address you use for Polaris Express to hand.
  • Have your EV card with you if the problem is about charging.
  • Know which browser you’re using (Chrome, Safari, Firefox, Edge).

Cookies are blocked or cleared

Section titled “Cookies are blocked or cleared”

Polaris Express keeps you signed in with a cookie. If your browser blocks cookies for our site, or you clear them between visits, you’ll be bounced back to the sign-in screen every time.

Goal Allow cookies for Polaris Express

Time~3 min

  1. Check which browser you're using

    The setting lives in a different menu in each browser. Open your browser’s settings and search for “cookies” or “site data”.

  2. Allow cookies for polaris.express

    Add polaris.express to the list of sites allowed to set cookies. If you use a strict privacy mode (Safari’s “Prevent cross-site tracking”, Firefox’s “Strict” mode, or a content blocker), add an exception for our site.

  3. Close all Polaris Express tabs and reopen the site

    Close every open tab pointing at our site, then open a new one and sign in again.

    You should land back on the sign-in screen with the email field ready.

Verify

Section titled “Verify”

You stay signed in after closing the tab and coming back. If you still get kicked out, try a private/incognito window — if that works, an extension is blocking cookies in your normal window.

Section titled “Your magic link expired or doesn’t work”

When you sign in, we email you a magic link. The link is good for a short window and for one click only.

Goal Get a fresh magic link

Time~2 min

  1. Go back to the sign-in page

    Open polaris.express in a new tab. Don’t reuse the old email — that link is spent.

  2. Request a new link

    Type your email address and submit the form. A new email arrives within a minute.

  3. Open the link in the same browser you requested it from

    The link opens a session in the browser that asked for it. If you requested the link on your laptop and tap the email on your phone, sign-in will fail.

Verify

Section titled “Verify”

You land on your dashboard signed in. The URL no longer contains a long token.

Troubleshooting

Section titled “Troubleshooting”
  • The email never arrived. Check your spam folder. Add our sender address to your contacts and request the link again.
  • “Link expired” message. Request a fresh one. Don’t click the old email a second time.
  • “Link already used” message. You (or your mail client’s link preview) already opened it. Request a new link, and if your mail client previews links, open the next one within a few seconds of it arriving.

Your card isn’t recognized at a charger

Section titled “Your card isn’t recognized at a charger”

You tapped your EV card on the charger and the session didn’t start. A few different things can cause this.

Goal Get your card working

Time~5 min

  1. Check the card is registered to your account

    Sign in to polaris.express and open the cards section of your account. Your card should be listed and marked as active. If it isn’t there, add it before you try the charger again.

    An active card shows up in your account before it works at a charger.

  2. Hold the card flat against the reader

    The reader needs a second or two of steady contact. A quick brush often doesn’t register. Hold the card flat against the marked spot until the charger beeps or its screen reacts.

  3. Try a different charger if you can

    If the same card works at a different charger, the first charger is the problem — report it (see below). If it fails everywhere, the card itself or its registration is the problem.

Verify

Section titled “Verify”

The charger acknowledges the tap (a beep, a light, or a message on its screen), and your session appears in your account within a minute.

Troubleshooting

Section titled “Troubleshooting”
  • Card shows as inactive in your account. Contact your operator — they activate cards on their side.
  • Card isn’t listed at all. Add it from your account before retrying. You’ll need the ID printed on the card.
  • Charger screen says “Unknown card” or “Not authorized”. The charger didn’t recognize your card’s ID. Double-check the ID on the card matches what’s saved in your account.
  • Charger doesn’t react at all. The reader may be offline. Try another charger and report the broken one.
Section titled “Related”