Service client - France | 50Five Support

FR 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 your 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 list of charging cards/fobs that can be linked in the 50five e-mobility app can be found in the app via My charging card > Click on the “+” next to “My other charging cards” > Click on the (i) icon next to “What is your charging card number?”. Is this not visible? Then you can only add the 50five charging card.

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 security, we are not offering this feature at this time. Remote start/stop is susceptible to fraud and can be misused without a physical fuel card. The data associated with a fuel card is the property of Shell. This means we cannot always determine with certainty whether a fuel card actually belongs to the correct owner. We are working with our technology partner to investigate whether we can offer this feature in a secure manner 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 +33184880865. 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

Onderwerp *

Subcategory

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility 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)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

I confirm that I reside in France.

Please note: this contact form is intended for customers residing in France. If you live in another country, please use the contact form for your specific location. This will help 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

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Charging card number

Customer ID *

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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

Onderwerp *

Topic of your question

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Serial number of your charging station *

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

Data processing *

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

Send

Your own charging point subscription.

Via this form, you can manage everything related to your charging station's charging management subscription. This includes activating, extending, or canceling your subscription.

Our customer service team is available every working day to assist you with any questions, changes, or requests regarding your charging station and related services.

Please fill in the contact form so we can forward your request directly to the appropriate department and assist you as quickly as possible.

Contact form

Source

Contact form FR support

Category

Charging management / Subscriptions

Onderwerp *

Topic of your question

Stop/ Vervang contract

Your question *

Choose what you would like to do with your subscription *

First and last name *

City *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Serial number of your charging station *

Resident in France *

Data processing *

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

Submit

Quotation.

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

Contact form

Source

Category

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Data processing *

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

Resident in France *

Send

Planning.

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

Contact form

Source

Category *

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Numéro de série de votre borne de recharge

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID *

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Numéro de série de votre borne de recharge *

Le numéro de série de votre borne de recharge se trouve dans l’application 50five e-mobility :
- Allez dans « Vos bornes de recharge »
- Cliquez sur « > » à côté du point de charge concerné
- Cliquez sur « Paramètres »
- Cliquez sur « Détails de la borne »
- Le numéro se trouve sous « Numéro de série »
- Attention : il ne s’agit pas de l’ID du point de charge

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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 *

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Numéro de série de votre borne de recharge

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Serial number of your charging station *

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

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

Onderwerp *

Topic of your question *

Your question *

First and last name *

Place of residence *

Email address *

Phone number *

Customer ID

Your customer ID can be found in the 50five e-mobility app. Go to “Support” and find the number under “customer ID.”

Numéro de série de votre borne de recharge

Attachment(s)

Optionally, add one or more photos for clarification. Supported file types: .jpg, .jpeg, .png, .gif, .doc, .docx, .xls, .xlsx, .pdf.

Resident in France *

Data processing *

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

Send

Would you prefer to contact us by phone?

Call us during office hours:

French (FR)

Tel: +33184880865

Were you previously a customer of Shell Recharge Solutions ?

Check out our comprehensive FAQ for answers to the most frequently asked questions.

Frequently Asked Questions

Homepage

FR customer service.

Are you a 50five customer ?

Frequently asked questions.

Contact us.​

Would you prefer to contact us by phone?

Were you previously a customer of Shell Recharge Solutions ?

Contact us.