Support

Frequently Asked Questions – Order & Delivery

Order Placed

I just designed my Tesla and submitted my order. What are the next steps?
After your order is submitted, we will process your order and aim to deliver your Tesla as soon as possible. We will send you next steps and open action items by email and text message.

After ordering your car, log in to your Tesla Account with the e-mail address and password used to place your order. Complete any required fields, including the following milestones:

  • - Customer Contact
  • - Delivery Location
  • - Payment method
  • - Registration Documents and address
  • - Driver's License

We encourage you to check your Tesla Account for updates regularly, and complete any pending actions needed. For more information, visit Tesla Account Support.
Back to Top

Can I change my Model S, Model X or Model 3 design?
You can change your Tesla design until the final invoice for your order is available in your Tesla Account. Please note that order changes may delay your delivery date.
Back to Top

Will I receive an invoice for my Order Payment?
Yes, it will be visible in your Tesla Account under ‘Documents’ approximately 24 hours after you place your order.
Back to Top

Where can I find the Vehicle Identification Number (VIN)?
Once your VIN is assigned, it will be available in your Tesla Account, with your configuration options.
Back to Top

Is my Tesla Account automatically generated when I order my Tesla?
Yes, your Tesla Account is automatically generated when you order your Tesla. It has the same credentials you used to place your order. To reset your password, follow these steps. For more, visit Tesla Account Support.
Back to Top

I placed my order, when can I expect a delivery date?
We will pro-actively inform you once your delivery date is available. You will receive an e-mail and SMS with your delivery date, which will show up in your Tesla Account as well.
Back to Top

Where can I purchase accessories for my Tesla?
You can purchase vehicle accessories at any Tesla Service Center.
Back to Top

What if my country is not listed in the configurator?
In all countries, new motor vehicles must be approved by a state authority. In certain countries or regions* where Tesla is not approved as a car dealer, the purchase of your Tesla is carried out via an out-of-state transaction. In this case, your Tesla will be made available for pick up in Tilburg, Netherlands.
*Applies for 'Other EU' countries, Ukraine, Kazakhstan, Russia, Canary Islands (Spain) and Turkey.
Back to Top

Tesla Account

Why do I need a Tesla Account?
Your Tesla Account is the home for all your Tesla products. An account is automatically generated when you place an order. As a Tesla owner, you will need to access your Tesla Account to complete delivery milestones, view guides and receive important updates. Please note that all information entered into your Tesla Account directly affects the spelling and punctuation on your registration documents. Learn more.
Back to Top

How do I get the Tesla App?
You can download the Tesla app from the App Store or Google Play after placing your order. Learn more.
Back to Top

When can I access my Tesla App?
For safety reasons, the Tesla app will not connect to your car while it is at the factory or in transit to the Delivery location. You can access your car through the Tesla app once you take delivery with the same login credentials as your Tesla Account. To enable Mobile Access from your car’s touchscreen, tap Controls > Safety & Security.
Back to Top

Can I transfer my Tesla product to a different Tesla Account?
Yes, you can transfer your Tesla product after taking delivery. Learn more about Ownership transfers.
Back to Top

Can I have multiple Tesla Accounts?
Yes, you can have multiple Tesla Accounts if you wish. If you own more than one Tesla, you can choose to keep them in a single account or in separate accounts. Each account must be created with a separate email address. If you would like to request an additional account for one of your cars, send an email to AccountSupportEMEA@tesla.com, with a copy or photo of your Driver’s License included.
Back to Top

Can I add another person or driver to my Tesla Account?
Yes, learn how to add another person to your Tesla Account on your Account Support page.
Back to Top

Where can I find documents in my Tesla Account?
To access documents in your Tesla Account prior to your delivery appointment, go to ‘Manage’, then ‘My Documents’.
Back to Top

What happens to my Tesla Account if I sell my Tesla?
Your Tesla Account will continue to exist. Learn more about Ownership Transfers.
Back to Top

I can’t log on to my Tesla Account. What should I do?
To reset your password, follow these steps. In case resetting your password fails, you can send a temporary password request to AccountSupportEMEA@tesla.com. You will receive a temporary password that you can use to log in. Then click ‘Account’ in the top right corner to set your password of choice.
Back to Top

Invoicing & Payment

Where can I view my final invoice?
You can view your final invoice in your Tesla Account under ‘Documents’. We will inform you via e-mail once it is available.
Back to Top

What will be included on my final invoice?
Your final invoice will include your vehicle identification number, configuration options and all costs before and after tax. The estimated delivery date on your final invoice is subject to change.
Back to Top

What payment methods does Tesla accept?
Tesla accepts wire transfer, manager’s cheque and financing through a bank or leasing. Please confirm your preferred payment method in your Tesla Account under ‘Payment Method’ or directly with your Tesla Advisor. We require payment or a valid proof of payment prior to your delivery appointment.
Back to Top

How much do I owe before I take delivery of my Tesla?
We require the full balance to be paid, either personally or by way of guarantee from a financing institution before you take delivery.
Back to Top

How should I submit my final payment?
To submit your final payment, please view your final invoice in your Tesla Account and follow payment instructions. For wire transfers, please include your invoice number and order number (e.g. RNXXXXXXXXX) in the description and upload your proof of payment to your Tesla Account. Delays in payment may affect your delivery date.
Back to Top

Can I make payments from more than one account?
Yes, simply repeat the wire transfer payment for each transaction, and always include your invoice number and order number (e.g. RNXXXXXXXXX) in the description.
Back to Top

Can I use a credit card to pay for my Tesla?
You can only use your credit card for your initial deposit.
Back to Top

Can I receive a separate invoice for Full Self-Driving capability?
No, all configuration options will be included in your final invoice. You can also purchase Full-Self Driving separately in your Tesla Account after taking delivery.
Back to Top

I’m financing my Tesla through a Tesla Preferred Partner. What is the payment process?
Our Delivery Team will inform you if a down payment to Tesla is required. If it is required, your initial order payment will be deducted from the total down payment amount. Please complete your down payment at least seven days before your delivery date to allow time for it to be sent, received and processed before your appointment.
Back to Top

I’m financing my Tesla through my own bank or financial institution. What is the payment process?
Please contact your bank to confirm whether a down payment is due to Tesla or your bank. If a down payment is due to Tesla, your initial order payment will be deducted from the total down payment amount. Please complete your down payment at least seven days before your delivery date. If you are leasing your Tesla, we require a confirmed purchase order
Back to Top

Why is there a ‘Destination and Doc Fee’ on my final invoice?
The Destination and Doc Fee applies to all new vehicles and includes administration, registration and documentation fees.
Back to Top

Financing & Leasing

Where can I find information about the financial products offered by Tesla Preferred Partners in my country?
Consult the Tesla Design Studio for a selection of the most popular financing options.
Back to Top

How do I apply for Financing through a Tesla Preferred Partner?
To apply for Financing through a Tesla Preferred Partner, go to your Tesla Account and complete the information in the section ‘Payment Method’. You will be prompted to complete an online form following which one of our preferred partners will contact you directly to help you complete your application. Alternatively you can contact your Delivery Team who will provide you with the contact details of the Bank Account Managers.
Note that the monthly payment amount displayed in the Design Studio is an estimate based on Financing, through a Tesla Preferred Partner. This is not legally binding and does not reflect the conditions upon which your financing may be approved.
Back to Top

When can I apply for Financing through a Tesla Preferred Partner?
You can apply for Tesla Preferred Financing as soon as possible to ensure there is enough time to accommodate any changes or amendments and to ensure all required documentation is completed prior to delivery. An application can be submitted after placing your order.
Back to Top

Can I finance with my own bank or credit union?
Yes, you may choose to finance with another bank of your choice. Please make sure to send the signed Local Purchase Order (LPO) to your Tesla Delivery Team and follow up with your bank to provide documentation and payment as soon as possible. This needs to be completed seven days before your delivery date.
Back to Top

What happens with my Order Payment if I choose Financing through a Tesla Preferred Partner?
If applicable, your Order Payment will be deducted from your financing down payment. If not applicable, Tesla will refund the Order Payment amount to the same credit/debit card used to place the order. The amount will be refunded when Tesla has received the full invoiced amount from the financing company.
Back to Top

Once my Tesla Preferred Partner financing application is approved, what do I have to do?
Once your application is approved*, you will be notified to accept the offer in order to formalize it.
After submission, our Preferred Partners aim to have a credit decision ready for you as soon as possible. At times, they may require additional information. In this case, our Preferred Partner will reach out to you directly to tell you which documents are required.
*Subject to the credit decision of our Preferred Finance Partner.
Back to Top

Is it possible to be declined for financing?
Yes, it is possible to not receive credit approval with your first application. In this case, please contact our Delivery Team and we will advice on next steps, including any alternative options.
Back to Top

Do I need to bring any documents relating to my financing to delivery?
To find out what documents you need to bring to your Delivery appointment, refer to the Delivery Day section of our FAQ. Information regarding day-of-delivery documentation will also be available in your Tesla Account.
Back to Top

Trade In

How do I request a trade-in quote?
At the moment, we do not accept trade-ins for orders placed in the UAE.

Back to Top

Registration

How does registration work?
We will register your car with the information you provided in your Tesla Account. If you are financing or leasing your car, we require your down payment in order to register your car. If you are paying cash, we require the full payment in order to register your car.
Back to Top

Can I register my Tesla to a business?
Yes, you can register your Tesla to a business. Financing institutions may apply separate terms and conditions if you are financing or leasing through a business.
Back to Top

Can I register my Tesla with two names, but only take out a loan in one name?
No, your registration name must always match the name on your loan agreement.
Back to Top

Can I use my current or existing license plate number?
Yes, if you wish to use your own license plate number please inform your Delivery Team. If the license plate is already in use on your current car, please ensure it is deregistered at least 5 days prior to delivery.
Back to Top

Delivery Day

How will I be notified of my scheduled delivery date?
We will pro-actively inform you once your delivery date is available. You will receive an e-mail and SMS with your delivery date, which will show up in your Tesla Account as well.
Back to Top

How can I prepare for my delivery day?
Complete Delivery Milestones
View and complete your delivery milestones in your Tesla Account.

Install Home Charging
We recommend installing a Tesla Wall Connector at home prior to delivery. Learn more about Home Charging Installation or visit our Charging page.

Apply for Financing
If you are financing or leasing your Tesla, we recommend that you apply for financing directly after placing your order. To learn more, visit our Financing and Leasing FAQs.

Activate Insurance
We recommend activating your insurance prior to delivery. InsureMyTesla is a comprehensive insurance plan developed specifically for Tesla cars.

Review Resources
Visit Tesla Support for more on Tesla ownership, including instructional video guides.
Back to Top

What should I bring to my delivery appointment?
Please bring your driver’s license as a valid form of identification.
Back to Top

Somebody else will pick up my Tesla on my behalf. What should they bring?
They should bring a power of attorney letter and copy of your passport or identification card to the delivery appointment.
Back to Top

What are the different delivery options that Tesla offers?
We offer a variety of delivery options. We will pre-select and schedule one for you. Eligibility for specific delivery options depends on your delivery location, car configuration and any preference you may have. Learn more about our delivery options.
Back to Top

Tesla Direct:
You may be eligible for a Tesla representative to bring your new car to the address of your choice. A Tesla Advisor will confirm your eligibility. During your appointment, we’ll provide a brief introduction to your car and finalize required delivery documents. Please review relevant documents prior to the appointment.
Back to Top

Can I change my delivery appointment date?
If you need to change your delivery date, e-mail your Delivery Team as soon as possible.
Back to Top

Service & Warranties

What kind of warranty will my new Tesla come with?
Our warranty covers your Tesla for 4 years or 80,000 kilometers, whichever comes first. Our warranty also covers the Battery and Drive Unit. The warranty period depends on the model. Learn more on our Vehicle Warranty page.
Back to Top

What kind of warranty will my used Tesla come with?
It depends on your Tesla’s age and kilometers. Learn more on our Vehicle Warranty page.
Back to Top

What are the maintenance recommendations for my Tesla?
Unlike gasoline cars, Tesla cars require no traditional oil changes, fuel filters, spark plug replacements or emission checks. Learn more about our Car Maintenance page.
Back to Top

How can I find my nearest Service Center?
Use our interactive map to find your nearest Service Center.
Back to Top

How can I make a service appointment?
You can schedule or adjust service appointments through your Tesla app. Once logged into your Tesla app, scroll down to ‘Schedule Service’ and select your preferred date and location.
Back to Top

Can I go to a Tesla Service Center abroad?
If you drive your Tesla to another country, you can visit a Tesla Service Center and you may receive a limited set of features and support. Please visit Vehicle Warranty for more information on service coverage abroad.
Back to Top

What happens if I run out of battery?
If your battery charge is depleted and you can’t make it to a charging station, or your Tesla has been unplugged for an extended period, you can contact Tesla Roadside Assistance 24/7 all year round.
Back to Top

How much does it cost to replace the battery?
The cost of replacing a battery differs and is issued on a case-by-case basis only if the battery replacement is required.
Back to Top

What happens if I get a flat tire?
On your car’s touchscreen, tap the car icon, go to ‘Manual’, select ‘Owner’s Manual’ and ‘Roadside Assistance’ will display on the right-hand side of the dropdown menu. When possible, Roadside Assistance will come to your location and fit a loaner wheel on your Tesla. If the loaner wheel program is not available, our Roadside Assistance partner will take you to the nearest Service Center or tire shop within 80 km of the breakdown location.
Just in case, we recommend that you carry a tire inflation kit—available for purchase at your nearest Service Center.
Back to Top

How do I get software updates?
Learn more about over-the-air software updates.
Back to Top

Cancellations & Returns

How can I cancel my reservation or order?
To cancel your reservation or order, contact a Tesla Advisor.
Back to Top

How long does it take until the cancellation is processed?
We aim to process cancellation requests as quickly as possible. The cancellation process may take up to 30 days. Please note that order deposits are non-refundable.
Back to Top

Can I return my Tesla?
You can return your Tesla by meeting the requirements in our Return Policy. Please note that certain variables may impact your eligibility for a return, including but not limited to your car’s registration, kilometers, financing or leasing condition.
Back to Top

Where and when should I return my Tesla?
You can return your Tesla, included equipment, parts and accessories to an agreed location during opening hours. Typical return locations are our Delivery Centers or Service Centers. Please note that, as per our Return Policy, we will not pick up your car.
Back to Top

When will a car inspection take place?
A Tesla employee will perform the inspection upon your arrival at a Delivery Center or Service Center.
Back to Top

How will a return affect my leasing contract?
If you acquired your Tesla through a third-party lessor or lender, you may have other terms or conditions in your lease or financing agreement, which are outside of our control. Our Return Policy may not apply in such situations, depending on the agreement between you and your third-party lessor or lender.
Back to Top

When do I receive the refund for a return?
We aim to process your refund within 30 days of receiving your returned Tesla.
Back to Top

Can I receive the refund on a new bank account number?
Refunds will always be transferred back to the original account that was used to place an order. In exceptional cases where this is not possible, a refund may be transferred to a different account number, where the account holder is the original payer. Please note that if your Tesla is financed through an operational lease, the leasing institution will receive the refund.
Back to Top

Charging

How can I charge my Tesla at home?
You can charge your Tesla at home or at work with a Tesla Wall Connector. Learn more about home charging installation.
Back to Top

Where can I charge my Tesla on long distance trips?
As a Tesla owner, you’ll have access to the world’s largest charging network. Explore a route with our Trip Planner.
Back to Top

Can I just use a local Supercharger and skip charging at home?
The best charging experience will always be to charge at home. Plug in when you get home and wake up to a full charge. Many utilities offer low cost electricity at night to incentivize charging at home.
Back to Top

What is Destination Charging?
We partner with hotels, resorts, restaurants and other hospitality-based properties to offer charging at convenient locations. Learn more about Destination Charging.
Back to Top

How do I use a Supercharger?
Watch our instructional Supercharging video or visit our Supercharging FAQs.

Model S
Model X
Model 3

Back to Top

How can I maximize power and reduce charge time at a Supercharger?
Each charge post is labeled with a number and letter, either A or B (e.g. 1A, 1B, 2A, 2B). When possible, select a charge post with a unique number that is not currently connected to a vehicle. When a unique number isn’t available, the Supercharger cabinet has technology to share available power between charge posts A and B. To maximize power, park at a Supercharger shared with a car that is nearly done charging.
Back to Top

What are idle fees?
Idle fees apply to any Tesla occupying a Supercharger if the station is at least 50% full and once the charge session is complete. If the car is moved within 5 minutes of the charge session completion, the fee is waived. To be clear, this is purely about increasing customer happiness and we hope to never make any money from it. Learn more about idle fees.
Back to Top

How do I pay for Supercharging or idle fees?
You can provide a one-time payment through your Tesla touchscreen after each Supercharging session or log into your Tesla Account to add a payment method for automated billing. For cost indication, visit our Supercharging FAQs.
Back to Top

Will my Tesla have access to third party charge points?
Yes, you can charge your Tesla at any universal Type 2 charging station. Please note that a charge card and a subscription may be required.
Back to Top

Which charging connectors come standard with my Tesla?
Learn which charging connectors come standard with your car and which are available for purchase in our overview of charging connectors.
Back to Top

Is my Tesla compatible with CCS Combo 2?
To learn more about CCS Combo 2 charging, visit our Supercharging FAQs.
Back to Top

Where can I purchase charging equipment and vehicle accessories?
You can purchase vehicle accessories at any Tesla Service Center.
Back to Top

Insurance

Does Tesla have a recommended insurance plan?
Yes, InsureMyTesla is a comprehensive insurance plan designed for Tesla cars and developed in cooperation with our local insurance partners.
Back to Top

Do I have to activate my insurance prior to delivery?
Yes, it is legally required to have active insurance before taking delivery of your car. Please note that Proof of Insurance must be uploaded into your Tesla Account a minimum of 3 days prior to delivery.
Back to Top

I don't know my delivery date yet, can I request insurance already?
Yes, you can request your insurance without a delivery date.
Back to Top

Does my Tesla have a tracker?
You can track your Tesla directly through your Tesla app, which uses a GPS tracking system to locate your car. The security package includes an intrusion sensor, a tilt sensor and the Battery Backed Sounder.
To learn more, visit our Security features page.
Back to Top




SHARE