FAQ overview

During a charging session for an electric vehicle (EV), multiple parties are involved, each receiving a margin for their services. These margins are essential to ensure the continuity and quality of the charging infrastructure and services. Below is an explanation of the involved parties and why they apply a margin:

1. Charging Station Owner (Host): The owner invests in the purchase and installation of the charging station and is responsible for making the location available. The margin received by the owner compensates for these investments and any operational costs, such as maintenance and electricity consumption.

2. Charge Point Operator (CPO): The CPO manages the charging station, ensuring its technical functionality, performing software updates, and resolving malfunctions. The margin received by the CPO covers these operational costs and ensures a profitable operation of the charging network.

3. Mobility Service Provider (MSP): The MSP provides charging cards or apps that grant EV drivers access to various charging stations. The margin received by the MSP covers the costs of offering these services and developing user-friendly platforms.

4. Roaming hubs and other service providers: These entities ensure interoperability between different charging networks, allowing EV drivers to charge at multiple providers using a single charging card. Their margin covers the costs of facilitating this collaboration and exchanging data between systems.

The application of margins by these parties is necessary to cover their costs and invest in the expansion and improvement of the charging infrastructure. Without these margins, they would not be able to provide reliable and efficient charging solutions, which are crucial for the growth and adoption of electric mobility.

The attached document provides a visual overview of the key parties that influence the price of a charging session.

At Mobiflow, your driving comfort is our priority. That’s why we collaborate with numerous partners to provide you with access to the largest possible network of charging stations. Currently, the Mobiflow network and its partners cover an impressive 95% of all publicly accessible charging points in the Benelux.

Want to know where you can charge your vehicle? You can easily check this via the Mobiflow app or your Mobiflow account on our platform. Additionally, the homepage of our website features an interactive map with all available charging locations.

For detailed instructions on how to find available charging points in the app and on your Mobiflow account on our platform, please refer to the attached document.

1. Check that your charging cable has been inserted deep enough into the socket, both along the side of your car and at the charging point.

2. To start a session via the app, you need a good mobile data connection. If necessary, move around a bit – you don’t have to be near the charging point or your car.

3. If that still doesn’t work, start your charging session with your charge card. Currently, a charge card is still the most widely used and stable way to start a session.

Having trouble charging? Please check the following first.

1. Has the charging point been reserved by another customer? Via the Mobiflow app, you can check the status of the charging point by the colour of the icon. If the icon is orange, the charging point has been reserved. If there is a technical error, the icon will be red. Be sure to select a charging point with a green colour.

2. Have you selected an available charging point and it isn’t working? Try inserting the plug into the socket again properly (deeply).

3. Still unable to charge successfully? Verify your available credit with the Mobiflow app if you have a Mobi Free plan.

4. If there is still enough credit on your account and charging still doesn’t work, you will need to contact the owner of the charging point. The contact details can be found on each charging point.

1. If the problem occurs when you try to stop a charging session, please check whether you were using the charge card with which you started the charging session. This should always be the same card.

2. When you try to start a charging session, first check whether you can find the charging point in the Mobiflow app. Only the charging points that you can also find in the app can be used for a public charging session.

3. If the charging point belongs to a network where you were able to charge in the past or you were able to use this charging point in the past, please provide us with the necessary information so we can investigate further: your name, the email address of your Mobiflow account, the code for your charge card, the time you tried to start the charging session, the time you tried to stop the charging session, the exact location of the charging point (address and identification of the charging point).

You can report your problem via https://www.mobiflow.be/contact/.

No, a charging session must always be stopped in the same way it was started. This can only be done via the app on your smartphone (if you used it to start the session) or with your charge card (if you started the session with it). It is also possible to end the session by unlocking the car and removing the charging cable from the car. This way, the session will end automatically, but this is impossible without the car key. Only the operator of the charging point can stop your charging session, usually remotely, if you need customer support or are experiencing technical problems.

1. A charging cable is only released when the charging session has been stopped. First make sure you have ended the charging session and make sure you do this in the same way that you started the session: starting with the Mobiflow app means stopping with the app, starting with your charge card means you have to stop with the same charge card.

2. Make sure your car is unlocked.

3. If you have checked the above steps and the charging cable remains blocked, it is best to contact the owner or operator of the charging point. You should be able to find their contact details at or near the charging point. Some charging points even have an emergency stop.

4. If you are unable to contact the operator, then we will try to help you and contact the operator of the network to which this charging point is connected. However, we are then fully dependent on the responsiveness of the operator in question. Send us the necessary information via info@mobiflow.be so that we can further investigate the problem: your name, the email address of your Mobiflow account, the code for your charge card, the time you started the charging session, the time you stopped the charging session, the exact location of the charging point (address and identification of the charging point).

We will try to help you as best as we can, but have no control over and cannot accept any liability for the way the problem is handled.

Unable to activate a charging station? Go through the following scenarios and hopefully this will solve your problem:

1. Mobiflow strives to build as large a network of partners as possible. Please check in the Mobiflow app whether the charging station in question belongs to one of our partners. If so, it will be visible on our map. Our app can be downloaded from the Apple Store or the Google Play Store.

2. Do you have more than one charge card? Make sure you use the same charge card when activating and deactivating.

3/ Keep your charge card away from metal objects and magnets, as they can cause malfunctions.

4/ With a Mobi Free pass, it’s best to check whether you still have credit on your account. With an EV Charging pass, check whether an active payment method has been set up on your account. If you have a charge card from your employer, your employer can check this for you. The attached screenshot shows where on the My Mobiflow platform (https://my.mobiflow.be) you can check whether a payment method has been set up and how to add one. Don’t forget to turn on the “Use for billing” toggle button on the right!

Have you checked all of the above and still can’t charge? Contact our support service on 09 296 45 45 and provide the following info: name, e-mail for Mobiflow account, charge card number, start and end time of the charging session, and location of the charging station.

An Energy Management System (EMS) helps you save money by optimizing energy consumption and reducing waste. It schedules EV charging during off-peak hours when electricity rates are lower, prioritizes the use of renewable energy (such as solar power), and minimizes peak energy usage, which can lead to lower utility bills. For businesses, an EMS helps avoid costly demand charges by balancing energy loads across multiple charging stations. By efficiently managing your energy use, an EMS can lead to significant long-term savings for both homes and businesses.

You need an EMS to gain better control over your energy usage, especially if you rely on electric vehicle charging or renewable energy sources like solar panels. An EMS automatically manages energy distribution, ensuring that your consumption is efficient, cost-effective, and sustainable. For businesses, it helps avoid power outages, reduce peak demand charges, and optimize infrastructure. For homeowners, it makes energy management simple by automating charging and reducing electricity bills. Overall, an EMS provides enhanced efficiency, cost savings, and reliability in your energy operations.

Customers with a public charging station deployed after April, 13th 2024 should take note of the following rules:

1. Accessible payment methods

EV drivers should be able to charge and pay for their EVs without a charging card or app using common payment methods such as debit cards and mobile payments via QR codes, meaning:

• Charging stations with a capacity below 50 kW must be equipped with QR codes for easy ad hoc payments.
• Charging stations with a capacity of 50 kW or higher must be equipped with payment card readers. From 2027, all devices with a capacity of 50 kW or higher must comply with these rules, including devices that were deployed before April, 13th 2024.

2. Transparent pricing information

EV drivers should see exactly what the cost is before they start charging. Clear and detailed pricing information should be provided for each charging station.

The Alternative Fuels Infrastructure Regulation (AFIR) is a European regulation that aims to promote the use of alternative fuels by improving infrastructure and making it more accessible. This regulation has set specific requirements for payment options at publicly accessible charging stations.

According to AFIR, all publicly accessible charging stations must now accept common payment methods, such as debit cards and QR code payments. In addition, transparent pricing information is a requirement so that users know in advance how much they will pay for charging their vehicle.

Your m-ticket is linked to the mobile number and smartphone device used to purchase the ticket. If you wish to buy an m-ticket for someone else, that person must accompany you during the trip.

No. Users entitled to discounts or preferential fares via De Lijn cannot claim them with Mobiflow.

No. We currently offer single m-tickets and the m-card 10 (for Mobi Classic plan holders only). In the future, we will probably offer more services.

An m-ticket from De Lijn is an online ticket that you purchase via a mobility app such as Mobiflow. The m-ticket is valid for one hour and is automatically activated immediately after purchase. More information and answers to frequently asked questions about m-tickets can be found here.

See attached document.

Yes, go to your Home screen > Budget > Add credit.

Yes, you can track your split billing home charging sessions. Go to Home screen > Purchases > History > Individual session.

On the app login page, click Sign in. At the top of the screen, you have a button to set or reset your password.

Go to your home screen and click Search Location. At the top of the screen, you can see the different filters:

Location:

• Show only Mobiflow charging stations
• Show ‘restricted access’ locations

Connector type

Status:

• Available
• In use
• Out of service
• Unknown

Speed

To START a charging session:

• Open the Mobiflow app.
• Click Search Location or Nearby Locations.
• Choose a charging point on the map or from the list and select the desired connection.
• If charging with the app is possible: Click Start charging to start the session. Click Start charging a second time to confirm.

To STOP a charging session:

• Go to Purchases > Actif > Select the actif charging session en click Stop.

To create a Mobiflow account in the app, follow these instructions to set up your account.

Go to your Home screen and click Search Location or Nearby Locations. All nearby charging points will appear on the map, but we recommond to additionaly click Status at the top of the screen to filter on Available charging points and Show all charging points in use, and click Apply filter.

This does not matter much in itself. However, you cannot start and stop all charging stations with the app.

You do not have to install the Mobiflow app, although it is the best source of information for locating charging points, finding out the price of a charging session in advance, and monitoring your consumption.

Yes, you can download the Mobiflow app free of charge in the Google Play or Apple Store.

Go to your Home screen and click Purchases.

In the Mobilfow app, you can purchase the following tickets (both first and second class). However, the service provider’s offer may change over time.
– Standard ticket – single
– Standard return ticket
– Diabolo supplement
– Weekend ticket
– Senior citizen ticket
– Large family ticket

If you are unable to show your ticket to the conductor, they will issue an irregularity report (document C170). You can dispute the amount to be paid by contacting the NMBS customer service.

Your date of birth is used to calculate security codes. To obtain a valid ticket, you must enter your date of birth correctly.

Yes. You can buy a maximum of 6 tickets for people taking the train with you. This is valid for all people taking the same route in the same class and together at the time the tickets are checked. You can, however, purchase different types of tickets for each of the passengers.

No. You have to show your ticket on the device used to purchase it, which means that you cannot forward it to someone else. Your ticket is linked to the main passenger’s date of birth. This main traveller must be present when the ticket is checked on board.

Yes. You can purchase your train ticket up to 30 days in advance.

If you want to apply for a Mobiflow charging card and you do not yet have a Mobiflow account, you must choose a free subscription formula when you register your account: Mobi Free or EV Charging. The Mobi Free subscription works with prepaid payments i.e. you must first add a balance to your account before you can charge. The EV Charging subscription works with postpaid payments i.e. after setting up a payment method (credit card or direct transfer) you can charge without having to add a balance to your account first.
Most customers opt for an EV Charging contract. Both subscriptions are FREE. For more information about charging cards and the Mobi Free and EV Charging subscriptions, please consult the following page on our website: https://mobiflow.be/order-charging-card/.

No. You can start a charging session by bringing your charging card close to the RFID reader. A PIN code is not required.

Yes, there are two possible ways to do this.

1. You can request an extra charge card by sending an email to info@mobiflow.be, but keep in mind that there is a one-off additional cost of €10 incl. VAT.

2. Log in to the Mobiflow platform. Once your account has been created, go to Mobility > Charging Cards, where you will find your name. Here, you can request a charging card, but this is only possible if a new contract has first been added in your name. So, make sure to add a new contract before requesting the charging card via Mobility > Charging Cards.

You can use your charging card as soon as it has been activated by us, your account is active, and you meet the conditions of the corresponding charging card contract. (EV charging: configured payment method / Mobifree: sufficient prepaid credit).

If you have created an account and requested a charge card, send us an email when you receive the charge card in the mail. We will activate your charge card as soon as possible so that you can start your public charging sessions.

If you already have a charge card and are creating an account afterwards, you can link your charge card and set up a payment method in this step. Once the payment method has been activated, you can start using your charge card at public charging points.

Depending on the public charging network provider, this can take up to 72 hours.

You can, but keep in mind that you will need to begin and end your charging session with the same card. To request an extra charge card, email us at info@mobiflow.be. Note that you will need to pay an additional one-off charge of €10 (incl. VAT).

We generally dispatch the card within 5 business days. Depending on Bpost’s shipping times, it should arrive at your home address shortly afterwards, although it can sometimes take a little longer if demand is exceptionally high. We do our best to help you as quickly as possible.

Your Mobiflow charging card will be valid as long as your account is active.

If you no longer want to use your Mobiflow charge card and account, please send an email to info@mobiflow.be. We will then take the necessary steps to close your account.

There are two options:

If you don’t have a Mobiflow account yet but you already have a charging card, you can link your charging card when creating your Mobiflow account on our website https://my.mobiflow.be/sp/customer/welcome/register/. Follow the instructions to create an account. Keep in mind that if you opt for the free EV Charging plan when you create your account, you will have to set up a payment order when you get to the last step in the registration process. Only then you will be able to use the public charging points. If you create your account, link your charging card but do not set up a payment method, you will not be able to use the public charging points.

If you already have a Mobiflow account and received your charging card in the mail, please let us know by email at info@mobiflow.be. We will then activate it for you.

You can request a Mobiflow charging card in two ways:

• Via a new account: Go to https://my.mobiflow.be/welcome and create a new account. Follow the attached step-by-step guide to complete the process.

• With an existing account: Send an email to info@mobiflow.be to request a charging card. The card will then be sent by post as soon as possible.

Additionally, you can request a card by:

• Creating a new user, linking a mobility contract to it, and then requesting a card.

• Linking a new contract to an existing user and then requesting a card.

Yes, you can use your Mobiflow charging card for both AC chargers and fast DC chargers. In the Mobiflow app, you will find all available charging points and you can also filter by charge speed, for example, to show only the fast charging points in your neighbourhood.

With the Mobiflow charging card, you get access to more than 650,000 charging points in Europe. You can locate them easily via the Mobiflow app, where you can sort by charging point type, availability, etc. A full map of connected public charging points can be found here.

At Mobiflow, your driving comfort is a priority. Mobiflow works with many partners to give you access to as many charging stations as possible. Currently, the network of Mobiflow and partners covers 95% of all publicly accessible charging stations in the Benelux. Where are all the charging stations accessible to you? You can see this very easily via your Mobiflow app and via your My Mobiflow account on the platform. You will also find a map view on our website. See the attached document for more info on where in the app and on My Mobiflow you can find where you can charge.

Every individual user will get a free Mobiflow charging card. If you are a current user and need a new or additional card, we will charge a one-off administrative fee of €10.00 including VAT.

If you lose your charging card, you can have it blocked by a Mobiflow employee. You can also do this yourself via the My Mobiflow platform. Log in, click on your name in the top right corner, and go to My Charging Cards to block the card. If desired, our customer service can send you a new charging card. A fee of €10 applies.

The Mobiflow charging card works via RFID technology. When you hold the card close to the RFID reader at the charging point, it can read the code of your charging card. You will often find a sign on the charging point to let you know where the RFID reader is located in the device and where you should hold your charging card.

A charging card is still the most common way to start a charging session. For many charging stations, you can also use the app, but unfortunately this is not yet possible everywhere. In the Mobiflow app, you can use the filters to choose to only show charging points that can be started via the app. Once you have selected a charging point in the app, you will either find a ‘start charging’ button (in which case you can start a session via the app) or ‘use your charging card’.

A charging card works with RFID technology. Specialised technology is required to use it. In any event, as is the case with a bank card, you should never leave your charging card unattended. If lost, you will need to have the charging card blocked by a Mobiflow staff member. If you wish, our customer service department can send you a new charging card. Keep in mind that this will incur a cost of €10.

No, access to Mobiflow Installers Connect is completely free for all our Preferred Installers as part of our partnership with you. The platform’s tools and resources are available to you at no extra cost.

Mobiflow Installers Connect offers access to ongoing training modules, updated learning materials, and additional resources to keep you up to date with best practices and new developments. If you require further assistance, our support team is always available to help.

Mobiflow Installers Connect is available to all existing Preferred Installers as well as new installers joining us from 2025 onwards. Current installers will have immediate access upon launch, while new installers will gain access after successfully completing their online training, which is available on Mobiflow Installers Connect.

Mobiflow Installers Connect is a comprehensive online platform designed for our Preferred Installers. It centralizes all the essential resources and tools needed to order SIM cards and charging cards, connect charging points to the Mobiflow platform, and access training documentation. This all-in-one solution enables you to manage your installer profile, streamline tasks, and engage in continuous learning.

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Log in to the Mobiflow platform https://my.mobiflow.be/ with your email address and password and select ‘Finance’.

Click on invoices or payment requests, depending on whether you want to download the invoice or payment request.

You will then see an overview of the invoices or payment requests. In the table on the right, you can download the desired document in PDF or Excel.

See attached document.

The manual can be accessed via the QR code or the attached pdf, but you can also find it directly on our website on the page dedicated to NRGkick (https://www.mobiflow.be/nrgkick). There you will find a ‘registration’ button that will take you to the same page as the QR code.

A public charging rate refers to the cost charged for charging electric vehicles (EVs) at public charging stations. The rate is made up of several components that cover the cost of using the charging station and can vary depending on the location, charging station and business model of the charging infrastructure operator. Here are some of the key components that can contribute to a public charging rate:

1. Energy cost: This is the price for the electricity used to charge the vehicle. It can be calculated based on the amount of kilowatt hours (kWh) consumed or on the time spent at the charging station.
2. Service charge: Some charging stations may charge additional service fees such as administrative fees, maintenance fees or customer support fees. These costs are added to the standard charge for using the charging station.
3. Time-based rates: Some charging stations charge rates based on time spent at the charging station. This can be a flat rate per hour or a rate that varies depending on charging speed or time of day.
4. Charges based on charging speed: Some charging stations charge rates based on the speed at which the vehicle is charged. For example, a higher rate for fast charging and a lower rate for slower charging.

It is important to note that the specific components of the public charging rate and therefore the price of a public charging session can vary from one charging station operator to another, as theyt determine the standard price for a charging session. Different operators may charge different rates based on their business models and cost structure. It is advisable to check the rate structure of a specific charging station in advance in our Mobiflow app before you start charging. The price visible in the app is also the actual price you will pay.

You can change the public charging rate of your public charging stations on the Mobiflow platform. Follow the instructions in the appendix if you wish to change your public charging rate made up of a starting price, a price per KwH and a price per hour.

To log in to the online platform, go to the homepage of the Mobiflow website. There you will find the ‘My Mobiflow’ tab in the top right-hand corner. Click on it, enter your username and password, and that’s all there is to it.

It’s very easy. All you have to do is follow the instructions (see appendix) to set up your account.

You set up a payment order when you create your Mobiflow account and choose a plan. If you already have an account and didn’t set up a payment order, you can still do this afterwards by logging in via https://my.mobiflow.be/sp/customer. You can set up a new payment order via Finance > Payment methods > Add payment method.

A ‘whitelist’ of charging cards refers to an authorised list of charging cards that are allowed to use (free of charge) a specific charging system or charging infrastructure. The principle of a whitelist is based on the idea that only those charging cards that are on the list are given access to charge electric vehicles at a particular location.
Establishing a whitelist, operators of charging systems or charging points can restrict charging access to specific charging passes. This can be useful in situations where a particular charging infrastructure is intended for specific users, such as employees of a company, subscription holders, or members of a specific network.
With a whitelist, unauthorised users or charging passes can be barred, which helps prevent misuse or unauthorised use of charging infrastructure. It provides additional security and ensures that only authorised users can access electric vehicle charging at a specific location.
Managing a whitelist is done manually on the My Mobiflow platform, with charging passes being manually added or removed from the list. See attached manual.

A Mobiflow Host Invoice is an invoice for hosts who provide charging stations within the Mobiflow network. This document details the revenue a host has earned from the usage of their charging points. Payments for these invoices are made monthly, meaning hosts receive a payment at the end of each month based on that month’s charging transactions. Revenue from public charging sessions can easily be found in your Mobiflow account on the Mobiflow platform. By logging into https://my.mobiflow.be and navigating to the Finance > Revenue section, hosts can download their earnings from charging sessions.

When split-billing invoicing is activated, the employer receives a monthly payment request with all charging sessions per employee, which is automatically paid if a payment method is set up. You can enable automatic payment by clicking the radio buttons at the top right under Split Billing > Overview. Once Mobiflow receives this payment, each employee will be reimbursed for the costs of their charging sessions.

We deliberately chose to work with a payment request rather than an invoice. This is because split-billing sessions are considered a sale from private to company. As a result, no VAT is charged.

A decision then had to be made either to state on the invoice that the service is not subject to VAT, or to draw up another, separate document – a payment request – that covers these transactions. We opted for the latter in the form of a payment request. A payment request can be perfectly brought into the accounts.

Log in to the Mobiflow platform https://my.mobiflow.be/ with your email address and password and select ‘Finance’.

Click on invoices or payment requests, depending on whether you want to download the invoice or payment request.

You will then see an overview of the invoices or payment requests. In the table on the right, you can download the desired document in PDF or Excel.

See attached document.

Please send an email to info@mobiflow.be and we will help you.

The payment term for your invoice is 30 calendar days, and for your payment request, it is 15 calendar days.

If there are problems making a payment, we sometimes use the services of Payt. They ensure that the transaction can still take place by offering various options and carrying them out as automatically as possible.

You can change your billing details by logging in to https://my.mobiflow.be/sp/customer via Administration > Account details. If you need to change the company name, VAT number and/or billing address, please send an email to info@mobiflow.be.

You receive a monthly invoice via email at the beginning of each month. A PO number can be added via Administration > Preferences.

On the Mobiflow platform https://my.mobiflow.be/sp/customer, you can find all the details under Finance > Credit.

Your credit will be available as soon as we receive confirmation from your bank or payment provider. Depending on your payment method, this may be immediate or there may be a few days delay:

• Adding credit by bank card is immediate.
• Adding credit by VISA or Mastercard is immediate.
• Adding credit by bank transfer may take 2-3 days before your card is credited.

This is only possible for electric charging, not for other mobility services. Send an email to info@mobiflow.be and we will sort this out for you.

With a prepaid subscription, you preload a budget onto your account, which then becomes available to you and any other users you have added to the account.

With a postpaid subscription, you set up a payment mandate in advance, use services and pay for them automatically every month via that payment mandate.

In both cases, you will receive an invoice for the services you used.

Mobiflow works with annual contracts that are automatically renewed. You can cancel the contract by sending an email to info@mobiflow.be.

There are no fixed monthly costs associated with our charge card contracts – you will only pay for what you use (Pay-for-use only).

Mobi Free contract: prepaid contract where credit has to be added beforehand (note: please take bank payment processing times into account).

EV Charging contract: postpaid contract linked to a payment prder. At the end of the month, your banking institution will get a request or payment that will be settled via your selected payment method (payment order).

The payment depends on the type of plan that you have.

You either have a prepaid plan, where you add credit to your account in advance via your credit card or debit card.

Or you have a postpaid plan, where you get a monthly bill for the services you have used and pay for them using the payment order you have set up.

The price of a public charging session depends on the operator of the charging point, who determines the base rate for a charging session.

The price you will pay for a charging session can therefore differ from one charging point to another, but you can always check it in advance in the Mobiflow app. The price that is visible there is also the actual price that you will pay.

You set up a payment order when you create your Mobiflow account and choose a plan. If you already have an account and didn’t set up a payment order, you can still do this afterwards by logging in via https://my.mobiflow.be/sp/customer. You can set up a new payment order via Finance > Payment methods > Add payment method.

By setting up a payment order, you do not need to take any action to pay for the services you have purchased from us. Setting up a payment order is necessary so that we know who will be paying for the consumption.

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In the appendix you will find several manuals on how to set up split billing:

• Set-up for fleetmanagers
• Set-up for single buyers
• Set-up for employees (without a Mobiflow account)
• Set-up for employees (with a Mobiflow account)

See document (Split billing in a nutshell) for more information. This video walks you through the practical details of how split billing works.