FAQ
Do you have questions about applying for, installing or using a charging station? Check out the frequently asked questions here and quickly find the answer. Is your question not listed? If so, please feel free to contact us!
What can we help with?
Payment & Rates
Service & breakdowns
Load passes
All about payment & rates
Why does the amount on my bill differ?
The rate you see at an Opcharge charging station is what we charge for the power and the spot. Do you charge with a charge card? Then your own provider determines the final price. This is because some providers add their own costs, such as a starting rate, a small surcharge per kWh or monthly subscription fees. As a result, the total amount on your bill may be higher than our base rate.
Our tip for worry-free charging: Check the terms and conditions of your charge card in advance. That way you’ll know exactly what agreements you have with your provider and you’ll always charge at the most competitive price.
Why do I see a reservation fee when paying by credit card?
When you start a loading session, your bank temporarily reserves an amount to check whether there is sufficient balance available. Afterwards, this is automatically adjusted to the correct amount. Do you notice that the reserved amount is not released in time? If so, please contact your bank for further handling.
Why a connection fee?
At Opcharge, we believe in social charging stations. By charging a small fee per hour, together we ensure that charging stations do not remain unnecessarily occupied after a car is fully charged. This way there is always a free spot for the next driver. Very social, very carefree.
Why can the charging rate be higher than it says on your website?
Some charge card or charge app providers charge an additional surcharge on top of our rate. As a result, the final amount may be higher than the base rate we communicate.
What is the current charging rate?
Our current rate can be found on the rates page. In addition, check with your charge card provider, as they may charge additional fees.
All about service & breakdowns
My plug is not coming out of the charging station
First try to end your charging session correctly with your charging card. Is that not possible? Then call the fault number listed on the charging station.
Is a breakdown service available outside office hours?
Yes, our fault service is available 24/7. You can find the fault number via the QR code on the charging station. Scan the code and you will immediately see the correct phone number.
How do I report a malfunction?
Call the fault number listed on the charging station. We will help you as soon as possible. You can also report a fault via the contact form on our contact page.
All about charging passes
What if my charge card doesn't work?
Check that your charging card is activated and suitable for public charging stations. Is it still not working? Please contact your charge card provider. Tell them where you are and which charge point you are using. They can then check what the problem is and help you further.
Can't figure it out?
Is your question not listed or do you prefer direct advice? No worries. Our team is ready to help you quickly and specifically.
