FAQ

I have questions about my tariff, who can I contact?

You can see all the details about your service by going to the menu and clicking on your card. If any question remains, please expose it to [email protected].

Who can I contact if my card doesn't work?

If your card does not work at a given post, you should first check if you have all your invoices settled or enough balance to make top-ups. If so, you should check that the station is in good working order and connected to the internet. If not, you should write down which message appears on the display of the post and report to [email protected] in order to verify the correct functioning of your card and, in the event that everything is within the expected, we try to contact the operator of the station in question so that we can detect and resolve the problem.

I lost my card, what do I do?

You must first access the Menu, click on your card and click 'Deactivate card'. Then, you should send an email to [email protected] to report the loss of the card and provide a duplicate, if that is the case.

Why doesn't my session start?

Confirm that the cable is connected to the station and the vehicle correctly and click 'start' charging in the app. In case of using CHAdeMO, go to the station and click 'start' directly on the station screen. If the application does not give you the socket you want, remove your cable from the post and try again. If it still doesn't start, it could be a communication problem from the charging station. We recommend contacting the operator (number posted at the charging station).

Why is my card blocked?

Your card may have been blocked for one of the following reasons: Manually blocked by the user, in case of loss, theft or damage; 1. To unlock, enter the profile, enter manage cards and click unlock card. Confirm the unlocking in the popup. 2. Card does not have a valid payment method To unlock, enter the profile, enter manage cards and click unlock card. You will be taken to the payment method selection screen. Choose another method already registered or enter a new payment method. 3. Blocked for non-payment Go to the wallet page via the main navigation (wallet icon). Click on pay or use the ATM reference to make the missing payment. After payment validation, your card will be unlocked. 4. There is no balance (prepayment) Go to the wallet page via the main navigation (wallet icon). Click add funds, and enter values. You will also be reminded to recharge the wallet if you try to charge the vehicle. You can avoid this type of blockage by joining the automatic recharge.