The official email communication was sent on October 8, 2025, to all customers, informing them about the removal of the flat rate in Germany. Below, you will find all the relevant Questions and Answers:
Q: Why did I receive this email?
A: We are contractually obliged to inform all our users of the Terms of Use updates.
Q: Can I unsubscribe from these emails?
A: You can manage your subscription settings by clicking on the link in the footer of the email. However, as we’re contractually obliged to inform all our users of the new Terms of Use, you can’t subscribe to these emails specifically. Sorry for the inconvenience.
Q: Is this email legitimate?
A: Yes.
Q: What does “better pricing” mean?
A: In Germany, we’re removing the flat rate. In the old pricing model, we were bundling several charge point operators together to keep charging information manageable and inform all our German users every time these prices changed. Now operators set their own prices flexibly, and they even have the chance to run discount campaigns.
Q: Will charging become more expensive?
A: Charge point operators set their own prices, and we have no control over that. However, historically speaking, Germany has been at the high end when it comes to charging prices in Europe, and that is at least partly due to the flat rate system. Flexibility and price transparency usually lead to better outcomes for the consumer.
Q: Where can I see the new prices?
A: In the Plugsurfing app, before you charge.
Q: What happened to my password?
A: We have moved to a new login system that gets rid of passwords. Instead of entering a password to use your app, we will send you a “magic link”, i.e. a confirmation link to your email. Click it to log in to your Plugsurfing app.
Q: Is this new login method safe?
A: Yes. However, you'll need to take extra care to keep your email account safe. If unauthorized people can access your inbox, you’re in trouble. But this was the case even with password login, because we would have used your email to reset forgotten passwords.
Q: I didn’t receive the magic link - what should I do?
A: Make sure you entered the email correctly and check your spam folder.
Q: What kind of unusual activity can you detect on my account?
A: Strange charging sessions that suggest fraudulent use.
Q: Has my account been suspended, and is that why I’m unable to charge my car?
A: Yes. Contact our support team via the in-app chat, and we’ll take care of it.
Comments
0 comments
Please sign in to leave a comment.