General

No, it is not mandatory. But you will get a better prognosis about the time it will take to charge to the desired kWh, and the cost.

If the kWh value does not correspond to your vehicle’s, correct it as follows to receive the right charge:

1) Press the pen (located to the right of your entered vehicle)

2) Press > Further information

3) Enter the correct kWh on the rows > Battery kWh and Battery actual

4) Press save

5) Press save again

If you cannot find your vehicle model, the easiest way to proceed is to:

1) Click the box – My vehicle model is lacking

2) Select Other EV or Other hybrid vehicle

If the kWh value does not correspond to your vehicle’s, change it to receive the right charge:

3) Press the pen (located to the right of your entered vehicle)

4) Press Further information

5) Enter the correct kWh on the rows > Battery kWh and Battery actual

6) Press save

7) Press save again

Is your vehicle model missing? Please email us about the missing model at [email protected], and we will update our database.

Make sure you have the right area code and have specified the correct bay number.

Clarification:

If location services is activated in your telephone, a nearby area code can sometimes be displayed. Check that the area code in the app is the correct one for the area you are parked in.

If it is public parking, there should be notice boards with the applicable code. Otherwise, you can always scan the QR code on the socket for the right area code and bay number to be displayed.

You may have entered the wrong telephone number in the app. You can check this as follows:

On the page where you receive the SMS code, click

‘send code via email instead’.

You will get a link in the email. If you go to email in the telephone and click on the link it will take you directly to the app.

Once you’re in the app, go to the hamburger button (three bars) at the top left and select ‘account’.

Check that you have entered the correct telephone number. If the telephone number is wrong, correct it; the SMS code will thenceforth function. Because the SMS code is a one-time code, you will get a new one every time you need to log in.

Do not cancel; you have done everything right, but are in a queue. You will receive the charge you want before you leave, but there are some vehicles ahead of you in the queue. The system will know when it’s your turn.

Most charging points are equipped with 22 kW, three-phase charging. We have a few 7 kW single-phase charging points. The output you receive is controlled by your vehicle. Usually, a BEV can accept 16 kW three-phrase charging, while a hybrid will accept single-phase, 3.7 kW charging.

We do not currently have a map of our charging stations.

However, the link below will help you find many public charging stations.

ChargeFinder

The system needs to know battery size in order to make a good prognosis and ensure you receive the charge you want.

Clarification:

If the kWh value does not correspond to your vehicle’s, correct it as follows to receive the right charge:

1) Press the pen (located to the right of your entered vehicle)

2) Press > Further information

3) Enter the correct kWh on the rows > Battery kWh and Battery actual

4) Press save

5) Press save again

Our system makes sure all cars receive the desired charge within a given time period. You control this yourself by entering the current battery charge when you connect your car to a charging socket and enter your departure time. This means ChargeNode does not charge all checked-in vehicles at the same time.

Clarification:

If your vehicle begins charging and then pauses, it’s because other cars with earlier departure times have since arrived. Your charging is thus paused for a while before restarting, so that you receive the desired charge before your departure time.

Do not disconnect the cable or cancel via the app.

Check that you’ve chosen the correct vehicle model (correct battery size) and departure time in the app. Your car will not be fully charged if you have entered a vehicle model with a lower kWh value than is actually the case.

Because the system prioritises charging according to departure time, it is important. If you enter too early a departure time, there is a risk that charging will cease before you have the desired charge.

Clarification:

Remember that departure time determines when you are checked out of the system. If you enter too early a departure time but remain in the parking bay with the cable plugged in, you will be checked out at the departure time you entered.

Messages sent to the app

This message is sent when the departure time has elapsed, the vehicle is fully charged or if the cable has been pulled out before departure time.

Everything is as it should be. Charging has begun and is in progress.

Important that you do NOT cancel in the app OR pull out the cable

The reason is often poor or no coverage. Please do as follows:

> Try moving to another spot to see if coverage improves. Remember, you can start charging from home or any other place as long as the cable is plugged in and you know the relevant area code and the number to the socket.

The reason is often poor or no coverage. Please do as follows:

> Try moving to another spot to see if coverage improves. Remember, you can start charging from home or any other place as long as the cable is plugged in and you know the relevant area code and the number to the socket.

This message is sent when attempts are made to charge from a (private) car park that requires a membership.

Please contact ChargeNode:

010 – 205 10 55
[email protected]

You are either in a queue or your vehicle is fully charged.

If the vehicle is not fully charged, do not disconnect the cable or cancel via the app.

Our charger senses a cable in the socket. However, there is no contact between the cable and the car.

Please perform the following checks:

> Unplug the cable from the car and the socket and plug it back in again
> Make sure the cable is properly plugged in and try to start charging via the app again
> If the above does not work, change the socket and try to restart charging via the app
> If none of the above works, contact us
010 – 205 10 55
[email protected]

Please perform the following checks:

  1. Press ‘cancel’ in the app > Unlock your car > Remove the cable from your car and the charging socket > Plug the cable in again > Try again to begin charging via the app
  2. If this does not work, change sockets and begin charging again
  3. If none of the above works, contact us 010 – 205 10 55 [email protected]

Payment

Select the ‘receipts’ tab in the app

Battery recharges are itemised here by month. Each receipt is from the 28th of the month debited. To see all recharges for a given month, click the arrow to the right of the total concerned.

Once you have clicked on the monthly debit concerned, you will arrive here. You will see all of the recharges for that month. To get a receipt, click on the green icon in the bottom right corner.

If you have deleted the email with the Charge Node receipt, or if the email is in your spam folder, click on the round green button in the right corner. A new copy of the receipt will be created and sent by email to the address you entered in the app for your account.

The owner of the system in each respective area sets the price. Each area has an area code. When you enter the area code on the ‘begin charging’ page in the app, the applicable price will be shown under the bay number; see the example below with area code 116.

If you would like to know what a recharge will cost in advance, but do not know the area code, telephone the installation concerned or ChargeNode.

ChargeNode does not set recharging prices.

Mastercard and VISA

You are debited on the 28th of each month (for recharges after the 28th of the previous month).

To see all recharges, go to the hamburger button (three bars) at the top left and select ‘receipts’.

Click on the month you wish to view to see a specification of all recharges including VAT and a reg. no. should you need a receipt for travel expenses.

This receipt is emailed on the 28th of every month to the address in your account in the app.