BeLux customer service.
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 600,000 charging points across Europe and manage your charging point remotely.
Frequently asked questions.
The following charging cards/key fobs can be linked in the 50five e-mobility app:
- 50five (BE-LMS)
- Shell Recharge - The New Motion (TNM)
- Shell Card (SHL)
- Travelcard / Plugsurfing (BE-TCE)
- Multitankcard MTC/MTE
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.
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).
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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vAre 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 +32 3 303 41 00. 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:
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.