The service number is shown right on every charger. Drivers: please use this number — that way we assign the fault to the right location immediately.
Support hotline, around the clock: +49 541 000000
Call nowPrefer to write? The chat is staffed around the clock too, and knows your charge point.
Open the chatPhone and chat are answered with AI support — handing over to a person whenever that is needed.
Pick your area — that takes you straight to the right answers.
No login needed. We'll get back to you.
Open the formThe most common questions per topic are shown directly as tiles; open more as needed.
Check the plug, then call the service number shown on the charger. We switch remotely where possible.
In the app you can see real-time availability and the nearest hub.
More questions
Power depends on the vehicle, state of charge and temperature — with a cold or nearly full battery the truck charges more slowly. If it stays too low, report it to support.
You'll find the amenities by location on the location detail page and in the app.
Call the number on the charger. In case of an accident, secure the spot and stay nearby until we get in touch.
With a contract the charger recognises vehicle and company — reservation and billing run through your fleet, not through you personally.
With a contract the charger recognises your truck when you plug in and starts automatically. We are rolling this out step by step; until then you charge with your company's charging card or ad hoc.
Yes, common charging cards and apps are supported at the card reader (roaming). Your provider sets those tariffs, not us.
More questions
Yes. Every charger has a terminal for bank or credit card — no contract and no sign-up.
Available for iOS and Android.
Your fleet manager grants you access — after that, everything is in the app.
No. With a contract the charger recognises the vehicle, and ad hoc you pay at the terminal. The app helps you find and reserve, but is not required.
No. Turning up unannounced works at every hub. Companies with a contract can additionally reserve time slots — via the app or the fleet portal, not through this website.
No. Spontaneous charging always stays possible; a reservation merely secures a time slot in addition.
Depending on the contract, up to several months ahead, also recurring for regular routes — via the app or the fleet portal.
More questions
You adjust your time slot in the app and charge later. Reserved arrivals are given priority.
When reserving you state your preference; we assign you a suitable bay before you arrive.
Access is arranged per location; the details are on each location page and in the app.
Not at first. Should fees be added later, we show them transparently and in line with the industry.
The ad hoc price is shown on the charger, in the app and on the location page. With a contract through your company, the agreed price per kilowatt hour applies.
Bank or credit card at the terminal, your company's charging card, or automatically through the contract — then the charger recognises the vehicle.
More questions
Yes, with a contract or your company's charging card — as a bundled monthly statement. When paying by card you get a receipt per session.
Ad hoc sessions are receipted right after the session. Contract customers find charging history and the monthly invoice in the fleet portal.
When paying by card the bank reserves an amount up front. Afterwards the energy actually charged is billed; the remainder is released again.
Yes. Charging time and rest time belong together — that is what the hubs are built for. Where spaces are tight, we say so.
Once your break is over and the state of charge is sufficient: yes. That frees the bay for the next driver.
No. Our bays are designed for e-trucks — layout, power and access are built for them.
In the fleet portal you manage vehicles, plates and drivers and assign them to charging sessions.
As a contract customer you reach operations support via your registered channel — with defined response times.
More questions
Monthly reporting and cost-center allocation are in your account.
Yes. Documented interfaces feed charging and cost data into TMS, ERP and reporting — no island system.
A clear split: vehicle = your workshop, charging infrastructure = ElectroFleet. Details in the fault process.
After you submit, we check location, grid connection and permitting, then come back to you with a first assessment.
Removal, liability and term are set out in the sample lease — viewable at any time.
More questions
Both are possible — a fixed lease, revenue share or a combination. Selling the land is an option too.
Your dedicated contact keeps you informed directly.
After you submit, a first assessment follows promptly; the check, planning and contract depend on the site and permitting.
We announce planned maintenance and known restrictions in advance — in the app, on the location page, and for contract customers through the agreed channel.
Report it via hotline or chat. We reset remotely where possible, and otherwise mark the bay as closed.