Always charged on the road

How do I get in touch in case of an urgent charging station malfunction?

Are you experiencing an urgent malfunction with your charging station? If you are a customer, please contact us by calling Nova via the 50five e‑mobility app. This way she has the necessary information readily available. Are you not a 50five customer? Call Nova at +32 - 330 341 00.

What should I do if my charging cable is stuck?

First, check whether the charging session has fully ended via your car or charging card. In some cases, the cable may remain temporarily locked for safety reasons.

If this does not help, try the following:

• Lock and unlock the car again, then try removing the cable

• Fully lock the car, wait about 5 minutes, then unlock and open a door again (this often releases the cable)

• Is the cable stuck in the charging station? Reset the station via your fuse box by turning off the power, waiting a few seconds, and turning it back on

If it still doesn’t work, consult your vehicle manual or contact Nova via the 50five e‑mobility app.

My charging station is no longer working. What can I check myself?

First, check whether the charging station has power and whether any error is visible on the display or via LED indicators. Also try reconnecting your car and check if the cable is properly connected.

Then reset the charging station via your fuse box by turning off the power, waiting a few seconds, and turning it back on. Still not working? Contact Nova via the 50five e‑mobility app.

How do I link a non-50five charging card/tag in the 50five e‑mobility app?

The list of charging cards/tags that can be linked in the app can be found via My charging cards > click “+” next to “My other charging cards” > click the (i) icon next to “What is your charging card number?”. If you do not see this, only the 50five charging card can be added.

To link your non-50five card:

• Open the app and go to “My charging cards”

• Add your card/tag using the “+” icon

• Enter your charging card number

Can I charge everywhere with my 50five charging card?

To charge at locations other than your home, you need a monthly subscription and roaming must be enabled. Roaming allows your card to be used at other (public) charging points.

This feature is disabled by default, unless you indicated during account setup that you wanted to charge at other locations.

Want us to enable roaming or didn’t find your answer? Contact our AI agent Nova via the 50five e-mobility app.

Can I link multiple charging cards to my charging management subscription?

Yes, you can link multiple charging cards or tags within your charging management environment, allowing you to keep track of all transactions easily.

Which app can I use to easily manage my charging sessions?

With the 50five e‑mobility app, you can easily manage your sessions and charging station settings. You gain insight into your charging history, usage, and active sessions. You can also adjust settings, receive notifications, and request support when needed.

The app offers a clear way to manage your charging solution anytime, anywhere.

Can I manage my reimbursement rate myself?

Yes, within your subscription you can manage your reimbursement rate and settings via the 50five e‑mobility app.

Can I view my charging sessions and settings myself?

Yes, the app gives you insight into all data linked to your charging management.

Can I still adjust my quote after receiving it?

Yes, in many cases we can still adjust your quotation. Please contact our sales advisors to review the requested changes together.

When will my installation be scheduled?

Once your quotation is approved and all required information is complete, we will contact you to schedule an installation date.

Do I need to be at home during installation?

Yes, we require you to be present so our technician can access the fuse box and discuss any questions directly with you.

What are the steps toward installation after the quote has been approved?

After your quote has been approved, you will go through a few more steps before your charging station is fully ready for use:

1. Our planning department will contact you within a few working days to schedule an installation appointment.

2. If applicable, you will receive your charging card or charging key by post. You will also receive an email with more information about your charging card and the online charging management platform, where you can track your charging sessions.

3. Our installer will install the charging station. Installation usually takes no more than one working day. Make sure someone is present at the installation address on the day of installation.

4. An accredited inspection body will contact you to inspect the installation. This inspection usually takes no more than half a day. After a positive inspection, you will receive a certificate of conformity.

5. Once the positive inspection certificate has been received, your charging point will be activated within 2 to 3 working days. You do not need to take any further action yourself.

Does my home charging station require maintenance?

Generally, a home charging station requires little maintenance. However, we recommend regularly checking the station and cable visually for damage or dirt.

When are charging sessions paid out?

You will receive a payout document (invoice) around the 15th of each month, showing all charging transactions from the previous calendar month.

Example: on September 15, you receive the invoice for all August charging costs.

Reimbursements are processed via our financial partner Threeforce B.V. Payments are automatically made within 30 to 45 days after the invoice date. No action is required from you.

If the amount seems incorrect, this may be due to migration:

• Former Shell Recharge Solutions customers: they reimburse sessions up to the migration date

• 50five (via Threeforce B.V.): reimburses sessions from the migration date onward

Example: if you migrated on July 8, Shell Recharge pays July 1-7 and 50five pays from July 8 onward.

Why can’t I start or stop a charging session via the app?

To ensure safety, this feature is not currently available. Remote start/stop is sensitive to fraud and can be misused without a physical charging card.

Charging card data belongs to Shell, so we cannot always verify ownership. We are working with our technology partner to explore safe future solutions.

How can I contact Nova?

Are you already a customer with us? You can easily call Nova via the 50five e‑mobility app (Apple App Store or Google Play Store). It is important that you are logged in. In most cases, Nova can resolve your question immediately. If not, she will automatically create a support ticket for you. Because you are logged into the app, Nova can instantly link all your correct details to your ticket. This way, we immediately have all the necessary information to help you faster and more effectively.

Not a customer with us yet? Call Nova via +32 - 330 341 00. In most cases, she can resolve your question immediatly. If that’s not possible, she will automatically create a ticket for you with our colleagues.