NL customer service.
Do you have a Shell Recharge Solutions charging card and can you no longer charge as of January 28?
Do you have a Shell Recharge Solutions charging card with a home charging reimbursement and are you unable to charge as of the mentioned date? Shell has decided to block these charging cards as of January 28. This means that from that moment on your charging card will no longer work, including at your home charging point. Shell has previously informed you about this and we have also sent you an email regarding this.
We understand that this may raise questions. That is why we have listed the most frequently asked questions and answers regarding Shell Recharge Solutions below.
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Frequently asked questions about Shell Recharge Solutions
Please check the email you received from us. Did you not receive the email? See below what you can do.
What should you do?
Your Shell Recharge Solutions charging card cannot be reactivated. This means that the card will no longer work as of January 28. It is important that you apply for a new charging card yourself.
Requesting a charging card with home charging reimbursement
If you would like to request a charging card that supports home charging reimbursement, unfortunately we cannot arrange this for you. Your employer or leasing company must arrange this, as they reimburse these charging costs. Your employer or leasing company can find more information at: https://www.shell.nl/maakdeswitch.
Requesting a charging card without home charging reimbursement
There are two ways to request a charging card without home charging reimbursement:
- Request a new Shell charging card via the Shell app (please note: not the Shell Recharge App).
- Request a charging card via the 50five-website (suitable for both home charging and public charging).
Important information about your charging card
- If you requested a new Shell charging card without home charging reimbursement, it must be activated in the Shell app before you can use it (please note: not in the Shell Recharge app and also not in the 50five e-mobility app).
- You can connect your new charging card (both Shell and 50five) to your home charging station via the 50five e-mobility app.
- If you use Plug & Charge, first deactivate it with your old card. After linking your new card in the 50five e-mobility app, you can initiate your new charging card from January 24.
- We would like to emphasize that 50five is not involved in the termination of Shell charging cards and cannot provide additional information about this. For questions about the expiration, replacement, or conditions of your Shell charging card, please contact Shell.
Please check the email you received from us. Did you not receive the email? See below what you can do.
What should you do?
Your Shell Recharge Solutions charging card cannot be reactivated. This means the card will no longer work as of January 28. It is important that you apply for a new charging card yourself.
Are you a freelancer (self-employed) or small business user?
We offer the option to use a business 50five charging card (our charging tag). With business use, we register the kWh consumption and your company will receive a periodic invoice. For more information or to request this charging tag, please visit: https://support.50five.com/aanvraag-laadpas-laaddruppel-nl. The 50five charging tag does not need to be activated.
Creating a business account
For business use, it is necessary to create a business account. If you already have one, please let us know.
To ensure correct processing of payments for your subscription(s), the payer of the subscription must complete the steps below. This can be you or another payer.
- Create a business account via: https://50five.evc-net.com.
- Important: use a different email address than your personal user account, otherwise the account cannot be verified.
- Follow the instructions on the page to fully register the account.
- Once the account has been created, please contact our customer service, mentioning the company name or the email address used to register the account.
- After receiving your request, we will activate the account.
- Please note: You will receive a code after creating your account. This code can only be used after we activate your account. It is normal to receive an error message before activation.
After activation we will ensure the correct links are made so that all payments are processed correctly. You will receive a confirmation by email.
We would like to emphasize that 50five is not involved in the termination of Shell charging cards and cannot provide additional information about this. For questions about the expiration, replacement, or conditions of your Shell charging card, please contact Shell.
Shell has decided to block a large number of charging cards around January 28. This means that from that moment your Shell charging card will no longer work, including at your home charging point. Shell has previously informed you about this.
All blocked cards start with NL-TNM, but not all NL-TNM cards are blocked.
You can check the status of your charging card in the old Shell Recharge app (not the Shell app). If the status is “blocked”, the charging card no longer works.
If you have a new (supported) charging card, you can connect it via the 50five e-mobility app:
1. Go to “My charging point”
2. Tap “Settings”
3. Choose “Authorized charging cards”
4. Tap “+” (top right)
5. Select “Add charging card” and follow the instructions
Charging cards that can be connected
Only the following charging cards can be linked due to fraud prevention regulations:
- 50five (NL-LMS)
- Shell Recharge - The New Motion (TNM)
- Travelcard / Plugsufing (NL-TCE en BE-TCE)
- Deftpower / Athlon (NL-ATH)
- Multitankcard MTC/MTE
Please note that the card number used to link the charging card must always start with NLXXX.
After activating the Shell charging card in the Shell app, it may take up to 48 hours before the card can be linked or used for public charging. Please take this into account.
It may be that your charging station is set to Plug & Charge with your old charging card. As a result, you may not be able to charge, even if you are not presenting a card to the charging station. You will first need to disable Plug & Charge on your charging station. You can disable Plug & Charge via the 50five e-mobility app. Go to “My charging point” and select “Swipe charging card” in the “Start mode” menu.
Private users
There are two ways to request a charging card without home charging reimbursement:
1. Request a charging card via the 50five website (for home and public charging).
2. Request a new Shell charging card via the Shell app (not the Shell Recharge app).
Important information about your charging card
If you requested a Shell charging card without home charging reimbursement, you must activate it in the Shell app before charging. (please note: not the Shell Recharge-app and not the 50five e-mobility app).
You must also link your new charging card to your home charging point via the 50five e-mobility app:
1. Go to 'My charging point'
2.Tap 'Settings'
3. Select 'Authorized charging cards'
4. Tap '+' (top right)
5. Select 'Add charging card' and follow the instructions
Charging cards that can be linked
Only the charging cards listed below can be linked. This is due to fraud prevention regulations:
- 50five (NL-LMS)
- Shell Recharge - The New Motion (TNM)
- Travelcard / Plugsufing (NL-TCE en BE-TCE)
- Deftpower / Athlon (NL-ATH)
- Multitankcard MTC/MTE
Please note that the card number used to link the charging card must always start with NLXXX.
After activating the Shell charging card in the Shell app, it may take up to 48 hours before the card can be linked or used for public charging. Please take this into account.
Business self-employed & small business
If you want the costs of the charging card and transactions to be handled through your company, you must create a business account. You can register your company via
https://50five.evc-net.com/Register/Company?lang=nl.
If you have created a business account, you can apply for a charging card via https://www.50five.com/nl-nl/e-mobility/msp-50five-laadpas stating your company and customer number.
Lease and large business
If you want to apply for a charging card with the option of home charging reimbursement, unfortunately we cannot arrange this for you. Your employer or leasing company must arrange this for you, because they reimburse these charging costs. Your employer or leasing company can find more information at
https://www.shell.nl/bedrijven/shell-fleet-solutions/elektrisch-laden/switch-naar-de-hybride-shell-card.html.
Have you ordered a 50five charging card but not yet received it? Then your application is still being processed. Due to the large influx of applications, our stock was temporarily depleted. We have since started shipping again and will send out as many charging cards as possible over the next two weeks.
Please note: only applications submitted via our website will be processed. Applications submitted via tickets or email cannot be handled.
You can only apply for a 50five charging card or charging tag via: https://support.50five.com/aanvraag-laadpas-laaddruppel-nl
Most home charging points are not open for charging by third parties, also known as guest usage. By linking your charging card to your 50five account via the 50five e-mobility app, you authorize the charging point to start the charging session using the linked charging card(s).
Do you use a charging card from a card provider that cannot be linked? In that case, we can open up your charging point for guest usage. You can submit this request by calling our AI agent Nova.
You can link your charging card as follows via the 50five e-mobility app:
1. Go to “My charging point”
2. Tap “Settings”
3. Choose “Authorized charging cards”
4. Tap “+” (top right)
5. Select “Add charging card” and follow the instructions
Charging cards that can be linked
Only the charging cards listed below can be linked. This is due to fraud prevention regulations:
- 50five (NL-LMS)
- Shell Recharge - The New Motion (TNM)
- Travelcard / Plugsufing (NL-TCE en BE-TCE)
- Deftpower / Athlon (NL-ATH)
- Multitankcard MTC/MTE
Please note that the card number used to link the charging card must always start with NLXXX.
After activating the Shell charging card in the Shell app, it may take up to 48 hours before the card can be linked or used for public charging. Please take this into account.
It may be that your charging point is set to Plug & Charge with the old charging card. As a result, you may not be able to charge, even if you do not present a card to the charging point. You must first disable Plug & Charge on your charging point. You can disable Plug & Charge via the 50five e-mobility app. Go to “My charging point” and choose “Swipe charging card” in the “Start mode” menu.
We see that since the migration, home charging reimbursements have regularly not been processed correctly. This is very frustrating, especially because as a driver you often only discover this later. Since the migration, we have made a great many corrections and have been able to help drivers; however, we still continue to receive new correction requests.
The fact that Shell has made its charging cards inactive unfortunately makes corrections between us and Shell considerably more complex. If the Shell charging card is inactive, Shell no longer processes the home charging reimbursements. Those are choices made by Shell.
That is why we would like to point you to the following simple route:
All of our charging stations are connected to a charging management platform, which can be accessed via https://50five-snl.evc-net.com.
You can log in using the same details as for the 50five e-mobility app. Then choose “Transactions” in the menu, and in the dropdown menu choose “Transactions on own charging point” and select the correct period. Here you can download the transactions and check them against the invoices that are also available in the charging management platform.
Please note: if you have received a new charging card, you must link it to your charging point for the automatic reimbursement of your home charging transactions. You can do the linking in the 50five e-mobility app, via “My charging card”. Also check whether you have set a reimbursement.
In order to help you as effectively as possible, it is important that we have your correct customer details with the ticket. Nova is trained on all topics and therefore plays an important role for our support departments in handling your ticket as well and as quickly as possible. We understand that this may sometimes feel unfamiliar, but it helps us enormously to assist you as efficiently and effectively as possible.
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).
If you're unable to charge after the migration, it might be because your business charging card is no longer linked. You can link it yourself via the 50five e-mobility app.
Please see the attached manual:
If your business card is linked, but you still can't charge, go to "My charging station isn't charging, what can I do?" or ask our AI assistant NOVA in the 50five e-mobility app.
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.
You'll receive a payment slip (invoice) around the 15th of the month. This will provide an overview of all charging transactions for the entire previous calendar month. For example, on September 15th, you'll receive the invoice for all charging costs for August.
Charging costs are reimbursed through our financial partner, Threeforce B.V. The home charging allowance is automatically paid out within 30 to 45 days of the invoice date (receipt of the payment document). You don't need to take any action yourself.
What if the refunded amount doesn't seem to be correct? This can happen around the migration, because refunds are temporarily handled by two parties:
- Are you a former Shell Recharge Solutions customer? Shell Recharge will pay out charging sessions up to the migration date.
- 50five (via Threeforce B.V.) pays for charging sessions from the migration date.
For example: you migrated on July 8th? Then Shell Recharge will pay for sessions from July 1st to 7th, and 50five will pay for sessions from July 8th onward. While the total amount may sometimes appear incomplete, it is actually split between the two parties.
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.
Is the answer to your question not listed here? Then call our AI agent, Nova, in the 50five e-mobility app! Download the app now to Apple or Android.
You can change your kWh rate in the 50five e-mobility app.
Having trouble? Submit a request to change it via this form. Please note: this may take a little longer.
Is the answer to your question not listed here? Then call our AI agent, Nova, in the 50five e-mobility app! Download the app now for Apple or Android.
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.
50five charge management instructions
Is the answer to your question not listed here? Then call our AI agent, Nova, in the 50five e-mobility app! Download the app now for Apple or Android.
Our 50five e-mobility app. is the starting point for electric drivers. With the app, you take full control of your charging sessions. Easily discover public charging locations wherever you are and filter, for example, by availability, connector type, and charging capacity. Effortlessly find a suitable charging point in our extensive network of more than 600,000 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 features of our app? Download it for Apple (iOS) and Android, eand optimise your journey today!
Read 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. Having trouble? 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 then select your online charging management platform. You will be redirected to the website of the selected platform. Please note, it may happen that the link doesn't work properly in your current browser. In that case, try using a different browser such as 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.
Still not working, or can’t find the answer to your question here? Then call our AI agent, Nova, in the 50five e-mobility app! Download the app now for Apple or Android.
To charge with the 50five charging card at locations other than your home charging station, the so-called 'roaming' function must be activated. Roaming means that we enable the charging card, allowing access to other (public) charging points. This function is turned off by default unless you indicated when creating your 50five account that you wanted to charge at other stations as well.
Would you like us to enable roaming for you, or can’t find the answer to your question here? Then call our AI agent, Nova, in the 50five e-mobility app! Download the app now for Apple or Android.
Is your question not listed here? Please contact our customer service.
Fill in the contact form below.
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This will help us assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
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.
Please note: this contact form is intended for customers who live in the Netherlands. If you live in another country, please use the contact form that applies to your specific location. This allows us to assist you more quickly and efficiently.
Contact form
Would you prefer to contact us by phone?
Call us during office hours.
For the fastest and most efficient support, we recommend calling via the 50five e-mobility app. When you contact us through the app, you will be connected to our AI agent Nova. Because she has direct access to all relevant information through the app, she can answer your question more quickly and accurately.
Are you not yet a customer with us? Call Nova via +31733690593. In most cases, she can resolve your question immediately. If she is unable to do so, a ticket will automatically be created for you with our colleagues.