Who should I contact: the operator or Plugsurfing?

⏱ Estimated reading time: 1min

✅ Quick answer

For problems with the charger itself, contact the charge point operator (CPO) using the contact details on the charger. For questions about your account, payments, receipts, or the app, contact Plugsurfing support.

💡 What's the difference?

• Charge point operator (CPO): the company that owns and runs the charger.
• Plugsurfing: an e-mobility service provider (EMP). We give you access to chargers from many operators with one app, one account, and one charging card.

🔌 Contact the CPO for

• A charger that isn't working or shows an error
• Damaged or faulty hardware
• Connection or availability problems at a specific charger

See What to do if a charging station isn't working.

📱 Contact Plugsurfing support for

• Your account and login
• Payments, receipts, and reservations on your card
• Your charging card
• Subscriptions, like Plugsurfing+ in the UK
• The Plugsurfing app

In the app, go to Account → Help and support → Chat with digital assistant. On your computer, use the Plugsurfing support chat.

🤝 CPO can't help?

If the operator can't solve a problem with the charger, contact Plugsurfing support. We can reach out to the operator about it, but only the operator can fix the charger.