Why is a transaction not remunerated?
You will receive your credit invoice on a monthly or yearly basis. Our standard is yearly but we can change this to month if you prefer. At the end of the period, we take a look at the usage and make a credit invoice. If you have not received an invoice, it is because we could not find any transactions that needed to be remunerated. Below you will find an overview of the most common reasons why a transaction cannot be settled. In general, it is important that each transaction is linked to a charging card and that there is a tariff set on the charging station.
Are you curious about how the settlement process works? Then take a look at this FAQ article.
Paid charging is disabled or the tariff is set to 'free'
In the settings of the charging station, paid charging has been switched off, or the tariff is set to 'free charging'. Therefore, this transaction is not remunerated. In the settings of the charging station, you can change these settings. Go to the charging stations section and select the correct charging station. Under settings, you can change the rate and turn paid charging on and off.
The charging card is excluded from payment at this charging station
In the settings of the charging station, it has been indicated that this charging card should be excluded from payment. This means that the charging session is not charged to the charging card and you will not be reimbursed for the electricity costs.
The electricity consumption or the total price of this charging session is too small.
The electricity consumption or the total price of this charging session is too small and therefore is not charged to the charging card.
Invalid card
The payment card offered at this charging station is no longer valid.
Have you recently received a new card? It could be that the card has not yet been activated, which can take up to 48 hours. In this case, please contact us. We can, in consultation with your supplier, transfer the missed charging sessions to the new card.
If you have had the card longer, please contact your charging card supplier. They can tell you why this card is not valid. Sometimes the card can be reactivated, sometimes they will send you a new one.
The transaction was started with the app or via plug & charge
If the transaction was started with the app or via plug & charge, no charging card has been offered. If a default card is set up at the charging station, we will automatically link the transaction to this card. If this is not the case, we cannot link the transaction to a payment card. Consequently, the transaction cannot be settled.
Do you want to know more about adding a default card? Check out this FAQ article.
Do you want to know more about plug & charge charging? Check out this FAQ article.
Other
Unfortunately something went wrong with this transaction. Please contact us so we can investigate what went wrong.