DE-AT-CH Kundendienst | 50Five Support

DACH customer service.

Are you a 50five customer?

Call Nova, our intelligent AI agent, in the 50five e-mobility app.

Nova will guide you step by step with any questions about our e-mobility services. You can easily reach Nova via the “Support” section in the 50five e-mobility app when you are logged in as a customer. If you’re unable to find a solution together, Nova will ensure that your request, including all the relevant information, is sent directly to us so we can help you as quickly as possible.

With the 50five e-mobility app, we provide a smooth charging experience. Set charging schedules, start and stop charging sessions, add your own charging cards (for supported cards), adjust yo ur reimbursement rate yourself, and easily view your charging sessions. In addition, the app allows you to conveniently find charging points within our network of more than 600,000 charging stations across Europe and manage your charging station remotely.

Apple (iOS) Android

Frequently asked questions.

How do I link my charging card/key fob in the 50five e-mobility app?

The following charging cards/key fobs can be linked in the 50five e-mobility app:

50five
Shell Recharge - The New Motion (TNM)
Shell Card (SHL)

Link your charging card in the 50five app as follows:

Open the app and go to “My charge cards”;
Add your charging card/key fob via the “+” icon;
Enter your charging card number.

Do you have a Shell charging card linked to your 50five account and are you unable to charge?

Please check whether your card is active and if your payment details are correctly configured in your Shell account (in the Shell app, not the Shell Recharge app).

Why can’t I start or stop a charging session via the 50five app?

To ensure your safety, we do not offer this feature for the time being. Remote start/stop is prone to fraud and can be misused without a physical charging card. The data associated with a charging card is owned by Shell, which means we cannot always verify with certainty whether a card belongs to the rightful owner. Together with our technology partner, we are investigating whether we can offer this feature safely in the future.

Download the app now for Apple (https://apps.apple.com/nl/app/50five/id6443953789) or Android (https://play.google.com/store/apps/details?id=com.plugz.app50five).

Is the answer to your question not listed here? Contact us .

How does the 50five charging management platform work?

With the 50five charging management platform, you manage all your charging stations from one online environment. You benefit from several advantages:

Insight into all your charging sessions;
Self-management of your charging station, including the ability to reset it in case of a malfunction;
Automatic reimbursement of your charging costs by your employer.

Is the answer to your question not listed here? Contact us .

How long does it take to charge?

You can easily calculate how much time you need to charge your electric car. The battery of an electric car always has a certain capacity, expressed in kWh. For example, if the battery has a capacity of 74 kWh and the charging station provides a power of 7.4 kW, it will take 10 hours (74 / 7.4 = 10) to fully charge an empty battery. In the unlikely event that you need to charge on the road, you can often use a fast charger. This allows you to quickly charge a significant portion of the battery so you can get back on your way in no time.

Is the answer to your question not listed here? Contact us.

How can I reach Nova?

Are you already a customer with us? Then you can easily call Nova via our 50five e-mobility app (Apple App Store) (Google Play Store). It is important that you are logged in. In most cases, Nova can resolve your question immediately. If this is not possible, she will automatically create a support ticket for you. Since you are logged into our app, Nova can directly link your details to the ticket. This way, we immediately have all the necessary information to assist you faster and more effectively.

Are you not yet a customer? Then you can reach Nova at +49 3030806841. In most cases, she can resolve your question right away. If not, she will automatically create a ticket for our colleagues.

Contact us.

When you call us, you will be connected to our AI agent Nova. She is available every working day between 9:00 AM and 5:00 PM and will assist you directly with your questions.

Are you already a customer? Then call Nova via the 50five e-mobility app. This way, Nova has immediate access to your details and can help you as quickly as possible.

Would you like to learn more about Nova, why we use her, and how she can assist you? Please visit this page for more information.

You can also submit your question online via the contact form. This ensures that your inquiry reaches the right person quickly. Choose below what your question is about:

Repair or fault.

Our customer service team is available every working day to assist you with any questions, comments, complaints, or requests regarding the installation of a charging station or the e-mobility services we offer.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station *

The serial number of your charging station can be found in the 50five e-mobility app:
- Go to “My charging station”
- Click on “>” next to the correct charging station
- Click on “Settings”
- Click on “Charging station details”
- You will find the number under “Serial number”
- Note: not the charging station ID

Is your home address different from the address of your charging station? *

Yes

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Please note: this contact form is intended for customers residing in Germany. If you live in another country, please use the contact form for your specific location. This helps us assist you more quickly and efficiently.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Charging card.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Topic of your question *

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Charging card number

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Please note: this contact form is intended for customers residing in Germany. If you live in another country, please use the contact form for your specific location. This helps us assist you more quickly and efficiently.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Charging management or subscription.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station *

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Quotation.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Topic of your question *

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Planning.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category *

Topic of your question *

Your question *

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station

The serial number of your charging station can be found in the 50five e-mobility app:
- Go to “My charging station”
- Click on “>” next to the correct charging station
- Click on “Settings”
- Click on “Charging station details”
-- You will find the number under “Serial number”
 - Note: not the charging station ID

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Installation.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Topic of your question *

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Maintenance.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Maintenance

Subcategory

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station *

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Invoices.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category *

Topic of your question *

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Use of your charging card or charging station.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Topic of your question *

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station *

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Other.

We use a contact form so that we can quickly direct your question to the right person.

Contact form

Source

Category

Subcategory

Your question *

Describe your question*

Which type of customer are you? *

Business customer / Company / Leasing company

Private customer

First and last name *

Adress *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five app. Go to "Support" and find the number under "Customer ID".

Serial number of your charging station

Attachment(s)

You may also add one or more images for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in Germany *

Yes, I confirm that I live in Germany.

Data processing *

Yes, I consent to the use of my personal data in accordance with the 50five privacy policy.

Send

Customer of Shell Recharge Solutions?

More information

Do you have any questions? We're happy to help.

If you have not yet migrated or have questions about Shell charge cards, please contact Shell. If you have already switched and received a confirmation email, 50five will be happy to assist you further.

> Shell Recharge > 50five

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