BeLux customer service.
Heeft u een Shell Recharge Solutions-laadpas en kunt u niet meer laden per 26 januari?
Heeft u een Shell Recharge Solutions-laadpas met thuislaadvergoeding en kunt u niet meer laden per de genoemde datum? Shell heeft besloten om deze laadpassen per 26 januari te blokkeren. Dat betekent dat vanaf dat moment uw laadpas niet meer werkt, ook niet op uw thuislaadpunt. Shell heeft u hierover eerder geïnformeerd.
Bekijk de mail die u van ons heeft ontvangen. Heeft u de mail niet ontvangen? Zie hieronder wat u kunt doen.
Wat moet u doen?
Uw Shell Recharge Solutions-laadpas kan niet opnieuw worden geactiveerd. Dit betekent dat deze pas vanaf 26 januari niet meer zal werken. Het is belangrijk dat u hierbij zelf een nieuwe laadpas dient aan te vragen.
Een laadpas aanvragen voor thuislaadvergoeding
Wanneer u een laadpas aan wilt vragen met de mogelijkheid voor thuislaadvergoeding, kunnen wij dit helaas niet voor u regelen. Uw werkgever of leasemaatschappij dient dit voor u te regelen, omdat zij deze laadkosten aan u vergoeden. Uw werkgever of leasemaatschappij kan voor meer informatie kijken op https://www.shell.be/nl_be/business-customers/shell-fleet-solutions/.
Een laadpas aanvragen zonder thuislaadvergoeding
Er zijn twee manieren om een laadpas aan te vragen zonder thuislaadvergoeding:
- Een nieuwe Shell-laadpas aanvragen via de Shell-app (let op: niet de Shell Recharge App).
- Een laadpas aanvragen via de 50five-website (geschikt voor thuisladen én publiek laden).
Belangrijke informatie over uw laadpas
- Als u een nieuwe Shell-laadpas zonder thuislaadvergoeding heeft aangevraagd, moet deze voor het laden geactiveerd worden in de Shell-app (let op: niet in de Shell Recharge-app en ook niet in de 50five e-mobility app).
- U kunt uw nieuwe laadpas (zowel Shell als 50five) koppelen aan uw thuislaadpunt via de 50five e-mobility app.
- Maakt u gebruik van Plug & Charge? Beëindig dit dan eerst met uw oude pas. Nadat u uw nieuwe pas heeft gekoppeld in de 50five e-mobility app, kunt u uw nieuwe laadpas initiëren vanaf 24 januari.
- Wij willen benadrukken dat 50five geen betrokkenheid heeft bij het beëindigen van Shell-laadpassen en hierover ook geen aanvullende informatie kan verstrekken. Voor vragen over het vervallen, vervangen of de voorwaarden van uw Shell-laadpas, verzoeken wij u contact op te nemen met Shell.
Bekijk de mail die u van ons heeft ontvangen. Heeft u de mail niet ontvangen? Zie hieronder wat u kunt doen.
Wat moet u doen?
Uw Shell Recharge Solutions-laadpas kan niet opnieuw worden geactiveerd. Dit betekent dat deze pas vanaf 26 januari niet meer zal werken. Het is belangrijk dat u hierbij zelf een nieuwe laadpas dient aan te vragen.
Bent u een zzp’er of klein zakelijk gebruiker?
Wij bieden ook de mogelijkheid om gebruik te maken van een zakelijke 50five-laadpas (onze laaddruppel). Bij zakelijk gebruik registreren wij het kWh-verbruik en ontvangt uw bedrijf hiervoor periodiek een factuur. Voor meer informatie en het aanvragen van deze laaddruppel kunt u bij onze klantenservice terecht. De 50five-laaddruppel hoeft niet meer te worden geactiveerd.
Het aanmaken van een bedrijfsaccount
Voor zakelijk gebruik is het noodzakelijk dat er een bedrijfsaccount wordt aangemaakt. Als u al een bedrijfsaccount heeft, horen wij dat graag.
Om een correcte verwerking van de betalingen van uw abonnement(en) te waarborgen, dient de betaler van het abonnement de onderstaande stappen te doorlopen. Dit kan zowel uzelf, als een andere betaler zijn.
- Maak een bedrijfsaccount aan via: https://50five.evc-net.com.
- Let op: gebruik hierbij een ander e-mailadres dan dat van uw persoonlijke gebruikersaccount, anders kan het account niet worden geverifieerd.
- Volg de instructies op de pagina om het account volledig te registreren.
- Zodra het account is aangemaakt, verzoeken wij u hierover contact op te nemen met onze klantenservice, met vermelding van de bedrijfsnaam of het e-mailadres waarmee het account is geregistreerd.
- Na ontvangst activeren wij het account.
- Let op: u ontvangt een code na het aanmaken van uw account. Deze code is pas te gebruiken nadat wij uw account geactiveerd hebben. Het is correct dat u vóór die tijd een foutmelding kan ontvangen.
Na activatie zorgen wij voor de juiste koppelingen, zodat alle betalingen correct worden verwerkt. U ontvangt hiervan een bevestiging per e-mail.
Wij willen benadrukken dat 50five geen betrokkenheid heeft bij het beëindigen van Shell-laadpassen en hierover ook geen aanvullende informatie kan verstrekken. Voor vragen over het vervallen, vervangen of de voorwaarden van uw Shell-laadpas, verzoeken wij u contact op te nemen met Shell.
Customer of Shell Recharge Solutions?
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.
Are you a customer of 50five?
Call Nova, our smart AI agent, in the 50five e-mobility app.
Nova guides you step by step with questions about our e-mobility services. You can easily reach Nova via Support in the 50five e-mobility app. If you are unable to resolve the issue together, Nova ensures that your request reaches us with the right information, so we can assist you as quickly as possible.
With the 50five e-mobility app, we ensure a smooth and convenient charging experience. Set charging schedules, start and stop charging sessions, and add your own charging cards (for supported cards). Adjust your reimbursement rate yourself and easily view your charging transactions. In addition, the app allows you to easily find charging locations within our network of more than 800,000 charging points across Europe and manage your charging point remotely.
Frequently asked questions.
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).
To ensure your security, we are not offering this feature for the time being. Remote start/stop is susceptible to fraud and can be misused without a physical charge card. The data associated with a charge card is owned by Shell. Therefore, we cannot always determine with certainty whether a charge card actually belongs to the correct owner. We are investigating with our technology partner whether we can offer this feature securely 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 .
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 .
Our 50five e-mobility app is the starting point for electric vehicle drivers. With the app, you take full control over your charging sessions. Easily discover public charging locations wherever you are and filter by availability, connector type, and charging capacity. Effortlessly find a suitable charging point in our extensive network of over 420,000 charging locations across Europe.
With our 50five e-mobility app, you can:
- Easily find a public charging point wherever you are and view the corresponding charging rate.
- If you have a charging card provided by 50five, view all your charging transactions and associated invoices in one convenient overview.
- Are you a business customer actively participating in our reservation feature? Reserve your charging point.
Curious about the other functionalities of our app? Download it now for Apple (iOS) and Android, and optimize your electric journey today!
Learn more about our 50five e-mobility app
How do I log in?
You log in using the same credentials you use for your online charging management platform (Numobi or 50five by Engie). Having trouble logging in? Follow these steps:
- Try logging in with both your email and username. Business customers may sometimes need to use their username instead of their email address.
- Still having issues? It may be that you do not have the latest version of the 50five e-mobility app. Update the app or delete and reinstall it. Then repeat step 1.
I forgot my password, what now?
If you have forgotten your password, follow these steps:
- Click on "Forgot password" and select your online charging management platform (Numobi or 50five by Engie). You will be redirected to the website of the chosen platform. Note: the link may not work correctly in your current browser; try using a different one like Google Chrome, Firefox, or Microsoft Edge.
- Click on "Forgot password?" on this website and follow the instructions. Please allow some time to receive the email. If you don't receive it, you may have selected the wrong platform. Double-check which platform you are using and try again.
- Still having trouble? It may be that you do not have the latest version of the 50five e-mobility app. Update the app or delete and reinstall it. Then repeat steps 1 and 2.
Is the answer to your question not listed here? Contact us.
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 (kilowatt-hours). For example, if the battery has a capacity of 74 kWh and the charging station delivers a power of 7,4 kW, it will take 10 hours (74 / 7,4 = 10) to fully charge a completely empty battery. In the unlikely event that you need to charge on the go, you can often use a fast charger. This allows you to fill a large part of the battery quickly, so you can get back on the road soon.
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The legislation concerning charging stations and electric driving is somewhat lagging in Belgium. Due to it being a very new technology, laws are being crafted while early adopters are already using the technology. When you have a charging station installed at home, it is legally classified as 'in a private sphere'. This means the charging point does not need to be publicly accessible. Practically, this also means that as a user of the charging station, you do not need authentication to use it. However, this situation is slightly different if you do not have your own driveway and park your car in a public space. It is still possible to install a charging station, but the cooperation of the relevant municipality is required. This is referred to as an 'extended private connection'. Charging stations at shopping centers, offices, and businesses are termed 'semi-private', while those along highways and at gas stations are considered 'public'. In public settings, fast charging is typically used. At both semi-private and public charging points, you will need a charging card or another form of subscription for usage.
Is the answer to your question not listed here? Contact us.
Charging station at home
A charging point for electric vehicles does not require periodic maintenance. However, it is possible that something breaks down or there is a software issue. You can easily clean the outside of the charging station yourself with a damp cloth to keep it clean. Ensure that the charging station is not powered on.
Charging station for your business
Especially with intensive business use, maintenance may be necessary. The maintenance subscription offered by 50five primarily covers corrective maintenance.
This means that we will come to resolve any issues at your location within an agreed-upon period (guaranteed). For very intensive use, such as in the transport sector, we also recommend preventive maintenance.
Is the answer to your question not listed here? Contact us.
Lease car? First inquire about the options with your leasing company. When leasing an electric car, the leasing company usually offers the option to 'rent' a charging station from them. The charging station remains their property. You pay contract fees for using the charging station.
Is the answer to your question not listed here? Contact us.
Charging your electric car is typically possible at home, at work, and on the go. Charging at home or at work is convenient because you don't have to wait for your car to charge. Additionally, it is much cheaper than charging at a public charging station. Therefore, it is particularly useful to ensure you have a charging station available at home and at work. If you need to charge at a public charging station, you will need a charging card. Note that not every charging card works with every provider of public charging stations.
Is the answer to your question not listed here? Contact us.
At home
The price per kWh depends on your energy provider and ranges between 15 and 25 cents in Belgium. For example, using an average price of 21 cents per kWh, and taking the same car as in the previous example with a capacity of 40 kWh, it would cost € 8,4 (0,21 x 40 = 8,4) to fully charge a completely empty battery. When charging your electric car at a public charging station using a charging card, providers may add additional fees.
At a public charging station
The price per kWh at public stations ranges between 55 and 65 cents in Belgium. Using the same example as above with an average price of 57 cents per kWh, and the same car with a capacity of 40 kWh, it would cost € 22,8 (0,57 x 40 = 22,8) to fully charge a completely empty battery."
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To charge an electric car, you need the correct type of plug that is compatible with both the car and the charging station. In Europe and the US, a Type 2 plug is universally used for both cars and charging stations, so you can use (almost) all charging stations. Additionally, charging stations can operate on either single-phase or three-phase power, but a single-phase electric car can also charge at a three-phase charging station.
Is the answer to your question not listed here? Contact us.
Contact us.
Our customer service team is available every business day to assist you with any questions, comments, complaints, or requests regarding the installation of a charging station or the services we offer related to e-mobility.
We use a contact form so that we can quickly direct your question to the right person. Please select below what your question is about: