Plugsurfing FAQ

Plugsurfing v7 app

• How do I contact the Plugsurfing customer support team?
• How do I get started in the v7 app?
• Why do I need to re-add a payment method?
• Why are my vouchers not visible in the app?
• Why is the charging station missing from the map?
• What features are missing from Plugsurfing v7 app?

General Questions

• Report incorrect charging point information
• I can't stop the charging session and unplug my cable
• Can I leave my EV at a charging station?
• Session started in the app but the charging point isn't working
• Charging Point Access Methods
• What do the different colours for charging points indicate?

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Fix Rate Rollout in Germany

• What are the new fix rates in Germany?
• Does the fix-rate apply to all the chargers on the Plugsurfing network?
• When is fix-rate being launched?
• How did Plugsurfing choose the fix rates?
• Plugsurfing chargers have variable rates in my country, does this impact them?
• Where can I see the price of charging?

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A Guide to Plugsurfing

• How can I add a charging point to your map?
• How accurate is the information on the map?

A Guide to Pricing

• Which VAT rate applies at each charging station?
• How is the price for charging my EV calculated?
• What are the different pricing models at charging points?

Billing

• How is my invoice calculated?
• What is the billing period?
• How do I view my past bills?

Charging Key Orders and Activation

• My charging key isn't accepted at the charging point
• Lost or stolen charging key
• Where can I view the charging keys in my account?
• How do I activate my charging key?
• Order a charging key
• Do I need the RFID Charging Key or Card to charge?

Account & Payment Options

• How do I delete my account?
• How to pay your unpaid invoices
• Steps for account setup
• How do I reset my password?
• Which payment methods are accepted?
• How do I add or change a payment method?

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