Delayed Charging Sessions

1. What does a delayed processing of payment of a charging session mean?

Payment processing being delayed means that you will not be charged for the purchase of a charging session immediately after the charging session has taken place, but that a delay in processing the related payment can be expected. Such delay can also cause for the related charging session to not be instantly visible in your account, however, there is no need to worry as all charging sessions you have purchased from us will eventually appear in the charging history of your account, despite potential occasional delays.

2. Why is the processing of payment of my charging session delayed?

There are a few reasons that may cause a delay in processing payment for a charging session you will have purchased from us, including:

• Communication delays between the charging station and our system.
• Network disruptions.
• System updates or maintenance that temporarily affect data processing.

3. How do I know if there is a delay in processing payment for any of my charging sessions?

To check whether the processing of payment of your charging session is delayed, follow these steps:

• Review your charging session history through the app or web portal.
• Look for any missing or delayed entries related to your recent charging activities.
• If any charging session you have purchased from us is missing from your charging session history, it means that we are still working on processing it and you should expect to have the session charged to you and become visible in your account with some delay.

4. What does Plugsurfing do to try to prevent any delay in processing payment for charging sessions?

We work closely with all our charging station operator partners to try and prevent any delays in communication from happening and to ensure that any potential delay is remedied as soon as possible.

5. Can I dispute a delayed processing of payment for a charging session?

A delay in processing the payment for any charging session you have purchased is not cause for disputing such payment.. Once a charging session the processing of which has been delayed becomes visible in the charging session history of your account, please take the time to review any related details (such as the time, date, and location), and, as with any other charging session, if you have questions related to any aspect of the purchase, you can always get in touch with our support team who will be happy to help.  In such cases, please make sure to have all information relevant to your inquiry to ensure a quick resolution, such as:

• The date and time of the charging session.
• The location and operator of the charging station.
• The amount charged.
• Any screenshots or documentation showing discrepancies in your account history.

6. How long can a delayed CDR be received?

In rare instances, the charging data record (CDR) for your charging session may be delayed by up to one year. This is due to varying factors such as extended network or communication issues between operators. If a CDR is delayed, it will still appear in your account once processed. Rest assured, we are continually working to minimize such delays and ensure all data is reflected as soon as possible.