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Why am I being charged for charging sessions that occurred a long time ago?
Occasionally, a delay in the transfer of charging session details from the charge point operator (CPO) can result in customers being billed for sessions conducted earlier. These delays are rare and occur due to technical communication issues between systems.
Please note that whilst CPO pricing may have changed since the session date, the charges applied will reflect the rates that were valid at the time of the charging session.
Why are there blocking fees applied to my charging sessions?
Blocking fees are time-based charges designed to encourage fair use of charging stations and prevent misuse of parking spaces.
Fair use of charging stations
Blocking fees start counting from the beginning of your charging session, regardless of your battery’s charge level. This encourages drivers to free up charge points promptly so others can use them as well.
Preventing misuse of parking spaces
Some charging stations are in parking lots where petrol cars pay to park, but EVs may not during charging. To stop EVs from using these spots as free parking after a certain time, blocking fees apply based on the session duration—often after 90, 120, or 180 minutes depending on the location.
Maximising efficiency at High Power Charging (HPC) stations
At HPC stations, where fast turnaround is key, blocking fees help keep charge points available by discouraging long occupancy.
Please check the specific blocking fee rules in your Hello smart app or charging card terms before starting your session.
How can I redeem my voucher?
There are two ways to redeem your voucher: either directly during registration or later in the customer area.
During registration:
You can enter your voucher code in the "Voucher" field in the last step of registration.
In the customer area:
- Log in to your customer account.
- Go to "Contracts".
- Go to "Add a voucher".
- Enter your code number in the free voucher field.
- Go to "Check voucher".
If you need further assistance, please contact Customer Service.
How can I check the remaining amount of a voucher?
The remaining voucher amount is available if you go to "Contracts" on our website. Within "Contracts", there is a section called "Vouchers" where all of your possessed vouchers are displayed. What you can see there are: the voucher name, the validity period, and lastly, the residual voucher amount (below that, the initial voucher value).