Having a charging issue?

After signing up, you receive a confirmation email containing a link to click to activate your account. This email sometimes ends up in your spam or junk folder — check there. Once the link is clicked, your account is active and you can log in normally.

If you haven't received anything after a few minutes, request the email again from the login screen, or check that you entered the correct email address at sign-up.

When a charging session starts, most operators perform a bank pre-authorisation of ~€50 (the amount varies by charger) to guarantee payment. This is not a real charge — it's a temporary hold.

Once the session ends, only the actual charging cost is billed. The rest of the pre-authorisation is released by your bank within 7 days on average (sometimes up to 30 days depending on your bank). If after this period the amount has not been released, contact your bank first.

This is the most common issue. Several possible causes: the charger may have lost its network connection, be rebooting, or experiencing a temporary glitch.

First things to try: - Check the cable is fully engaged on both the vehicle and the charger - Wait 30 seconds before retrying (charger ↔ vehicle initialisation) - Try a nearby charger on the same site if possible — it's often the fastest way to get charging - If multiple chargers on the site are affected, contact the operator shown on the charger or in your app

Don't worry about billing: you only pay for the kWh actually delivered, never for energy you didn't receive.

You can start a new session at no extra cost (apart from any fixed start fee that may apply per the operator's pricing). If the same charger keeps stopping, report it to the operator — they can investigate the cause (vehicle, charger or network issue).

This mainly happens on DC chargers (fast charging) when the lock fails to release properly. First reflex: never force the cable — you risk damaging your vehicle's port or the charger.

Try in this order: - Lock and unlock your vehicle (this sometimes releases the mechanism on the car side) - Wait 30 seconds and try again to remove the cable - If the cable is still stuck: call the charger operator (number shown on the equipment). They can trigger a remote unlock.

First, check that your badge is active (not blocked, subscription up to date) by trying it on another charger. If the app doesn't work, check your network connection and restart the app.

If the issue persists, the right contact depends on the type of badge: - Professional or fleet badge: contact your employer or fleet manager - eMSP badge (ChargeMap, DKV, Renault Mobility…): contact the badge issuer - Operator app: contact the operator shown on the charger

Several causes can explain an unexpected amount: a pre-authorisation not yet released (see question above), a pricing miscalculation on the charger side, a bug, or simply a session longer than expected.

To analyse your case, we need: - The date and time of the session - The ID or name of the charger (shown on it) - The network / operator concerned - The amount charged and the amount you expected - A screenshot of your bank statement or invoice if possible

Send us these elements via the form at the bottom of the page. We cross-check with the session's technical logs and, depending on the identified cause, we refund all or part of the session.

It depends on how you paid: - Via a driver app (ours or the operator's): receipt available in the session history, usually also sent by email - Via Scan & Pay (QR code, no account): an email with the receipt is sent to the address provided at payment - Via a professional badge: billing goes through your employer or fleet manager — they have the consolidated receipts

If you haven't received anything, check your spam folder; otherwise contact the site operator with the date and time of the session.