Support

answers to all your questions

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I lost my mobility card

It is important that you block your mobility card as soon as possible. You do this by logging into your Mobility Portal. You have received the login details after you have registered yourself for the E-Flux mobility card. Log in at: https://my.e-flux.nl/sp/. Then click on ‘Account’, you will then enter your personal account. Click on ‘My charging cards’, here you can enter your  mobility card as lost. Do you want to order a new charge card? Send an email to Support@e-flux.nl.

What are the costs of a charging station?

The costs of a basic version charging station (3.7kW) without the option to connect to a back office will be around €500. A 1-phase charging station with one socket and a back office will costs between €800 – €1,000. A 3-phase charging station can deliver 11 kW (16A) or 22kW (32A), and will cost around €1,500. Costs for installation depend on the labor hours (Smart Charging, type of connection, cables). For the installation, a total amount ranging from € 300 to € 700 must be taken into account.

How can I change or stop my charging station subscription?

Our subscriptions have a duration of 1, 2 or 3 years. It is not possible to stop this in the meantime. You can change your subscription form, for example, you can switch from a fixed-rate plan to a flexible-rate plan. Please note, there are costs associated with changing your subscription. This applies for both the charge card and the charging plans.

What is the meaning of Priority Charging?

If you are charging in a Smart Grid, then you can use our Priority Charging functionality in the E-Flux app. Indicate in the app what your expected departure time is, which car you are driving and what the battery status is. Based on this data and the available power, your car will be fully loaded within the indicated time.

Lost your mobility card?

Have you lost your mobility card? Go to your personal E-Flux account and click on “Account”. Go to “My mobility cards” in the submenu on the right. Click on “Report as lost”. The card will be blocked immediately. We will send you a new card and we ask a one-time fee of €7,50.

What kind of charging station is suited for my situation?

When choosing the right charging station you have to check:

  • The power connection (1-phase of 3-phase)
  • Diameter of the cable which runs from the fuse box to the charging station.
  • Type of car and battery capacity. Charge capacity determines how fast a car can charge.
  • Location: for public locations we advise a heavy duty charging station with IK10 grade.
  • Limited power available: if this is the case a smart charging grid will be ideal.

What is Load Balancing?

With load balancing the available power is divided under the EV’s that are charging. Most Load Balancing systems detect how much power is required to charge the car and how much power there is left in the electricity network. Static load balancing means that every charging car gets the same amount of power delivered. In a Dynamic load balancing situation, the system checks how much power there is left. Other appliances like a heat pump, washing machine, fridge etc. use electricity and therefore limited the available power. An external energy manager measures how much power there is left, and this will be communicated to the E-Flux Management Platform through an API connection. Based on this information, the charging stations will be limited in their power. We call this a Smart Charging Grid. This is ideal for companies and apartment buildings.

What is the difference between Master and Slave?

A master stations has more functionalities than a slave, and it can connect to a backoffice system. In a master/slave installation only one master is connected to the backoffice, and the other slaves can be online thanks to an Ethernet connection with the master station. This structure can save costs, because a Master station is more expensive. It can be a good solution for a parking lot. Brands that have a master/slave solution:

  • Keba
  • Mennekes

What is the difference between AC and DC charging?

AC stands for alternating current. In Europe we use AC for household appliances, and because we have access to a 3-phase electricity network we can use this to charge electric vehicles. On most locations we can use 32A (22kW) or 63A (43kW) power to charge. As long as both the charging stations and the car can handle this power, a battery of 20kW (average EV) can be charged for 80% within 25 minutes.

DC stands for Direct Current. A DC charger requires a transformer to transfer AC to DC current. This involves a lot of power (125A) and is therefore a high cost installation. Because the transformer in the car does not have to transfer the power, it is possible to charge a car faster than with AC current. There are over 600 fast chargers in the Netherlands.

What is a CPO?

CPO is short for Charge Point Operator, the organization that is responsible for the management of charging stations. This is different than the owner of a charging station, because the Operator runs the management platform that connect all the charging stations. Also support, payment traffic, invoicing and interoperability are proceedings of an Operator.

What is a MSP?

A Mobility Service Provider (MSP), provides mobility cards that can be used for charging electric vehicles. With an RFID chip the card makes connection with the charging station. E-Flux is both CPO and MSP.

What is meant by IK and IP classification?

The IK classification of a product indicates how strong the housing is. By means of a test, the effect of an impact is measured, such as with a hammer. The lowest class is 0, the product is not protected against an impact. The highest class is IK-10, where the casing can withstand a blow of front object with a weight of 5kg at 40cm distance. IK-10 is a requirement for charging stations at public locations. Most charging stations have IK-8 or IK-10.

The IP class indicates how well a housing holds back dust and liquids such as water:

IP 21 drip-proof
IP 22 Touch-safe
IP 23 Rainproof
IP 44 splash-proof
IP 54 Dust-free / splash-proof
IP 55 Dust-free / spray-proof
IP 65 Dust-free / spray water-tight with water from different directions
IP 67 Dust proof / Waterproof

What is Smart Charging?

The Smart Charging functionality of E-Flux is applied in a Smart Grid. In addition to dynamic load balancing (external hardware solution), the vehicles are loaded to priority. Our intelligent software ensures that all cars are fully charged during the specified time frame, provided that enough electricity is available. The driver indicates in the E-Flux app when he leaves, which car he has and what the battery status is. On this basis, electric cars are loaded to priority. The customer has the option to set flexibility discounts. The longer the EV driver remains, the cheaper it will be charging per hour.

What is OCPP?

OCPP is short for Open Charge Point Protocol. A communication protocol specialy designed for charging stations of electric vehicles. Implementing this protocol into charging stations makes it possible to register and handle payments of charging sessions. Charging Stations that can connect to the OCPP protocol are suitable for a connection with E-Flux.

24/7 support line: 085 067 0005

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