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
  • - Trade-in
  • - 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.
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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.
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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.
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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.
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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.
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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.
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Where can I purchase accessories for my Tesla?
You can purchase vehicle accessories online at the Tesla Shop or at any Tesla Service Center. We continue to launch new vehicle items in the Tesla Shop on a regular basis. For more information, visit Tesla Shop Help.
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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 EU countries, Ukraine, Kazakhstan, Russia, Canary Islands (Spain) and Turkey.
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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.
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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.
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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.
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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.
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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.
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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.
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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’.
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What happens to my Tesla Account if I sell my Tesla?
Your Tesla Account will continue to exist. Learn more about Ownership Transfers.
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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.
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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.
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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.
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What payment methods does Tesla accept?
Tesla accepts wire transfer, 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.
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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.
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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.
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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.
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Can I use a credit card to pay for my Tesla?
You can only use your credit card for your initial deposit.
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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.
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Can I receive a separate invoice for my winter tires?
No, all configuration options will be included in your final invoice. You can also purchase winter tires separately at your nearest Service Center after taking delivery.
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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.
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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.
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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.
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Will Tesla deduct electric vehicle incentives from my final invoice?
If your car is eligible, Tesla will deduct the Plug-In Grant from your final invoice. Tesla cannot guarantee eligibility and is not liable for payment.
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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.
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How do I apply for Financing or Leasing through a Tesla Preferred Partner?
To apply for Financing or Leasing through a Tesla Preferred Partner, go to your Tesla Account and complete the information in the section ‘Payment Method’. You will be prompted to our preferred partner’s online application, where you can complete your financing application at any time.
Note that the monthly payment amount displayed in the Design Studio is an estimate based on Financing, or Leasing if applicable, through a Tesla Preferred Partner. This is not legally binding and does not reflect the conditions upon which your financing or leasing may be approved.
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When can I apply for Financing or Leasing through a Tesla Preferred Partner?
You can apply for Tesla Preferred financing or leasing 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.
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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 contract to your Tesla advisor or 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.
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What happens with my Order Payment if I choose Financing or Leasing 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.
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Once my Tesla Preferred Partner financing or leasing 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, Tesla will reach out to you directly to tell you which documents are required.
*Subject to the credit decision of our Preferred Finance Partner.
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Is it possible to be declined for financing or leasing?
Yes, it is possible to not receive credit approval with your first application. In this case, Tesla will contact you and advice on next steps, including any alternative options.
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Do I need to bring any documents relating to my financing or leasing 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.
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Trade In

How do I request a trade-in quote?
Tesla makes trading in your car simple and convenient. Log into your Tesla Account and follow the steps in the Trade-In section. You will then be prompted to complete a self-inspection of your trade in car. You will receive a trade-in offer within 48 hours, via email.
Make sure to take the estimated delivery timeframe of your new Tesla into consideration, as trade-in quotes and offers are only valid for a limited time and distance driven.
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How do I accept or decline my final offer?
Accept your trade-in offer in your Tesla Account by uploading the required documentation and clicking the accept button.
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How is the trade-in value determined?
All trade-in values are evaluated based on the following:
• Age
• Condition
• Equipment
• Original Price
• Mileage
• Tax Regime
• Number of owners
• Previous accident history or significant repairs that may affect resale value

Our remarketing team evaluates the above criteria and provides the highest, fair market value for your trade-in, subject to our offer terms and conditions.

Tesla believes in a fair pricing and in treating all customers alike. As part of this, our trade-in prices are non-negotiable.
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How long is the trade-in offer valid?
Trade-in offers will be valid for 30 days.
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Can I request a trade-in quote before I place my new order?
Yes, you can request a trade-in quote before you place your new order by creating a Tesla Account and visiting the Trade-In page. We advise you to place your new order within 7 days of receiving your trade-in quote, as we may not be able to guarantee trade-in value. Tesla will add your trade-in request to your delivery as soon as you place your new order.
If you cancel or modify your Tesla order, we cannot guarantee the trade-in value. You will need to request a new trade-in quote for your modified or new order. You can request a trade-in quote up to 48 hours before your scheduled delivery day.

To learn more about creating a Tesla Account, visit Tesla Account Support.
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How many cars can I trade-in?
Currently, it is possible to trade in only one car per order. If you have multiple orders, you can trade in one car per order.
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Can I trade in my leased or financed car?
It is possible to trade in your leased or financed car if your lessor or bank allows you to. Tesla will pay off the balance of your current car after the delivery of your Tesla. Prior to delivery, you will need to provide a valid settlement letter from your lessor or bank.
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Can Tesla deduct the trade-in value on my final invoice?
Tesla can deduct the trade-in value from your final invoice if:
• Registered owners are the same on the trade-in car and Tesla
• Payment method is cash or financial loan

Alternatively, we can cash back the value of your trade-in car after the delivery of your new Tesla.
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What happens if the trade-in value is higher than the price of my new Tesla?
If the trade-in value is higher than the price of your new Tesla order, Tesla will refund the difference to the bank details you provide, after your delivery. For Tesla to process the wire transfer, provide your Tesla Advisor with the following information: account holder name, IBAN and BIC code. Once Tesla receives the trade-in car, the payment process time can take up to two weeks.
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What happens if the trade-in value is lower than the price of my new Tesla?
If the trade-in value is lower than the price of your new Tesla order, you will need to pay the difference between your trade-in offer and the price of your Tesla. Prior to your delivery appointment, provide your Tesla Advisor a proof of payment of total amount due. Your proof of payment should indicate your Confirmation Number (RNXXXXXXXXX). If the trade-in car is leased or financed, you will need to pay the difference between your trade-in offer and the outstanding balance to your lessor or bank. Prior to your delivery appointment, provide your Tesla Advisor a proof of payment of balance due made to the lessor or bank. Once Tesla receives the trade-in car and the proof of payment, the settlement to the lessor or bank can take up to two weeks.
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Can I trade-in a car that is not registered under my name?
No, you cannot trade-in a car that is not registered under your name. The owner and name registered to the trade-in car must be the same as the name on the new Tesla car. This applies to both private individual and company orders.
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When and where do I trade in my car to Tesla?
Drive your trade-in car to the Tesla location of your delivery appointment. Tesla will receive your trade-in car during your delivery appointment. Tesla will not accept any trade-in car prior or after your delivery appointment.
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Will Tesla handle deregistration of my trade-in car?
Yes, Tesla will handle de-registration of your trade-in car. Once your trade-in paperwork has been signed and the trade-in car received by Tesla, it will typically take two business days for the de-registration process to take place. Note that Tesla will need all ownership documents before proceeding with de-registration.
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What should I bring to my delivery appointment?
To find out what documents you need to bring to your Delivery appointment for your trade-in car, refer to the Delivery Day section of our FAQ.
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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 deposit in order to register your car. If you are paying cash, we require the full payment in order to register your car.
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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.
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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.
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How will I receive my license plate number?
We will request the license plate number once your Tesla arrives at the delivery location and email it to you directly.
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Can I use my current or existing license plate number?
No, you may not use your current or existing license plate number for new registrations.
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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.
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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.
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What should I bring to my delivery appointment?
Please bring your driver’s license as a valid form of identification.
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I’m trading in my current car. What should I bring to my delivery appointment?
In addition to the above, please also bring your: V5C registration certificate, service history, two car keys and original vehicle accessories. If you have a private registration you would like to keep, please make sure that this has been put on retention and that you bring the new V5c with you.
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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. If you are financing your Tesla via a Tesla leasing or lending, the person listed on the agreement has to be present at the point of delivery.
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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.
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How can I select my delivery location?
You can select your delivery location preference in your Tesla Account when ordering your Tesla. The location address will be visible in your Tesla Account.
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Can I change my delivery appointment date or location?
If you need to change your delivery location, e-mail your Delivery Team as soon as possible. Please note that if your car is already in transit it may not be possible to change location.
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Service & Warranties

What kind of warranty will my new Tesla come with?
Our warranty covers your Tesla for 4 years or 50,000 miles, 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.
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What kind of warranty will my used Tesla come with?
It depends on your Tesla’s age and mileage. Learn more on our Vehicle Warranty page.
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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.
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How can I find my nearest Service Center?
Use our interactive map to find your nearest Service Center.
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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.
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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.
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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.
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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.
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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.
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How do I get software updates?
Learn more about over-the-air software updates.
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Cancellations & Returns

How can I cancel my reservation or order?
To cancel your reservation or order, contact a Tesla Advisor.
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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.
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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, mileage, financing or leasing condition.
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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.
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When will a car inspection take place?
A Tesla employee will perform the inspection upon your arrival at a Delivery Center or Service Center.
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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.
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When do I receive the refund for a return?
We aim to process your refund within 30 days of receiving your returned Tesla.
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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.
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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.
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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.
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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.
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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.
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How do I use a Supercharger?
Watch our instructional Supercharging video or visit our Supercharging FAQs.

Model S
Model X
Model 3

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How can I maximise 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.
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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.
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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.
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Will my Tesla have access to third party charge points?
Yes, you can charge your Tesla at any universal Type 2 charging station. You can find all available charging networks in Europe here. Please note that a charge card and a subscription may be required.
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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.
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Is my Tesla compatible with CCS Combo 2?
To learn more about CCS Combo 2 charging, visit our Supercharging FAQs.
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Where can I purchase charging equipment and vehicle accessories?
You can purchase vehicle accessories online at the Tesla Shop or at any Tesla Service Center. We continue to launch new vehicle items in the Tesla Shop on a regular basis. For more information, visit Tesla Shop Help.
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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.
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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 operational leases come with insurance.
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I don't know my delivery date yet, can I request insurance already?
Yes, you can purchase and activate your insurance without a delivery date.
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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.
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Winter Tires

Do I need to purchase a winter tire set with my Tesla?
If you include a winter tire set with your order and your delivery will take place during the winter, we will install the set prior to your delivery appointment. If you do not include a winter tire set with your order and your delivery will take place during the winter, your car will have summer tires installed. In such a case, Tesla will not accept liability for any consequences that may occur due to your car not having the correct tires installed. Please review local regulations to determine whether your car requires winter tires on your delivery day.
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What is included in a winter tire set?
A winter tire set includes winter tires and rim sets. See winter tires available in your country.
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Can I purchase winter tires without rims?
No, we only offer a complete set of winter tires and rims.
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I purchased my winter tires through Tesla. Will Tesla mount them?
If your delivery day will take place during winter, we will mount your winter tires prior to your delivery appointment.
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I purchased my own winter tires. Will Tesla mount them at delivery?
No, we only mount winter tire sets purchased through Tesla.
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Which winter tires are available in my country?
Depending on your configuration, you can choose to purchase 18”, 19”, or 20” Pirelli tires for Model S, Model X, Model 3 Long Range and Model 3 Standard Plus. We offer 20” Pirelli tires for Model 3 Performance.
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How can I purchase a winter tire set prior to my delivery day?
Please contact your Tesla Advisor to place your order for a winter tire set.
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How can I purchase a winter tire set after my delivery day?
You can always purchase any wheel set at your nearest Service Center.
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How much does a winter tire set cost?
The price of winter tire sets depends on its size and delivery location. To learn more, please contact your Tesla Advisor.
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Can I include a winter tire set in the financing or leasing of my car?
If you have ordered a winter tire set and it is included on your final invoice, then you may co-finance the winter tire set with your car.
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Can I purchase a winter tire set separately?
You can choose to invoice your winter tire set separately. The separate invoice will be viewable in your Tesla Account.
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I purchased a winter tire set. Can I pick up my summer or winter tire set on my delivery day?
Yes, your tire set will be available on your delivery day. If you are unable to pick it up, we will store it at our recommended tire hotel for one season at no cost. After one season, the tire hotel will bill you for storage.
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