FREQUENTLY ASKED QUESTIONS
What charger will I receive as part of the Ford Power Promise promotion? 🡫
Customers who purchase or lease a new Ford F-150 Lightning, Mustang Mach-E or E-Transit Cargo Van are eligible to receive the Ford Charge Station Pro. The charger model may vary over time based on availability.
If I lease my vehicle, will I need to return the Ford Charge Station Pro after my lease term ends? 🡫
No
Who will install the charger? 🡫
The Complimentary Standard Installation offer is performed by licensed electricians in your area identified by Qmerit Electrification LLC.
What is considered a Standard Installation 🡫
A Standard Installation must comply with the following Qmerit guidelines:
- Installation must be completed at a residential property (a single-family home, duplex, condo, or townhome) with a dedicated electrical meter.
- Charging hardware must be attached to the same structure as the main electrical panel.
- Customer is solely responsible for obtaining any prior consents or approval from any applicable homeowner’s association, property owner (if customer does not own the residential property where the charging hardware will be installed), or other third party.
What is 24/7 Live Support and what does this service include? 🡫
24/7 Live Support is available for new and existing Ford F-150 Lightning and Mustang Mach-E owners. Once enrolled, customers can text1 a dedicated Ford advisor for 24/7 electric vehicle support. Ford advisors can help with post-delivery support and answer electric vehicle questions on topics such as charging, BlueCruise or OTA software updates.
Customers enrolled in 24/7 Live Support also receive complimentary proactive towing assistance2 if the vehicle runs out of charge and have peace of mind knowing one of our advisors will proactively reach out to the customer via a phone call or SMS. Our advisor can then assist in coordinating a tow if needed, whether it be to their home, dealer or a charge station.
Please note, 24/7 Live Support is not available on select holidays including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving Day and Christmas Day.
How do customers enroll in 24/7 Live Support? 🡫
Electric vehicle owners3 can sign up on the enrollment page, on the electric vehicle dashboard on owner.ford.com or from the e-Comm Order Confirmation page, if applicable. After they enroll, customers will receive a welcome text from a Ford advisor. Once the conversation starts, customers can text their Ford advisor at any time.
How will enrolled customers using proactive charging support and towing assistance know if towing assistance has been alerted? 🡫
When towing assistance has been initiated, a Ford advisor will confirm the request with the customer and coordinate with a Roadside Assistance partner.
The Ford advisor will remain in communication with the customer until the situation is resolved.
Where can enrolled customers have their Ford electric vehicle towed if they run out of charge on the road? 🡫
If an enrolled customer runs out of charge and accepts proactive towing assistance through the 24/7 Live Support Service, they have the option to tow their vehicle to one of the following three locations (within 50 miles):
- A public charging station
- Their home residence
- A Ford dealer within the US market
If the enrolled customer is more than 50 miles from home and accepts proactive towing assistance through the 24/7 Live Support Service, they will tow your electric vehicle to the nearest charge station or Ford dealer.
Note: Proactive towing is part of Roadside Assistance, which is a complimentary offering to all Ford owners for up to 5 years or 60,000 miles (from the date of sale), whichever occurs first.
Please refer to the Roadside Assistance for Electric Vehicles and What Roadside Assistance Can I get With My Electric Vehicle articles on Ford.com for more details.