Do you need support or have a question related to charging? You can find our most common questions and answers below.

Top 10 Questions

Please visit the chargepoint information page or use the Smoov-app to check the exact rates of the charger you are using. If you charge via a charge card of a Mobility Service Provider (MSP) the final rate can differ from the Allego rate. Please contact your MSP for the current rates.

You can easily find a charging station using our find a charge point map which shows all available chargers in your area. On this map, you can filter on charge points that are suitable for your type of electric car. Or use the Smoov app for available chargers in your area.

Regular (AC) charging sessions can be paid for by using an MSP charging card. Or with all major creditcards or SEPA direct debit using our Smoov App

Fast and ultrafast (DC) charging sessions can be paid for by using an MSP charging card or our Smoov app. Most of our DC chargers also accept contactless payments by creditcard, debitcard, Apple Pay or Google Pay.

Requesting a public charging station couldn't be easier. In the Netherlands visit openbaarladen.nl, search for your municipality and click ‘apply for a public charging station’. Please contact us directly for other countries. 

As a Charge Point Operator we do not provide charging cards ourselves. You can request a charging card at one of the MSPs in your region.

You can search for the top MSPs on the following websites. 

  The Netherlands: https://laadpastop10.nl/

  Germany: https://www.goingelectric.de/stromtankstellen/anbieter/

  Belgium: https://ik-rij-elektrisch.be/laadpassen/

  United Kingdom: https://www.zap-map.com/charge-points/ev-energy-tariffs/

There could be multiple reasons for this. 

  • You have a new MSP card that is not yet activated. In this case, you need to contact your MSP to activate the card. 
  • Your MSP does not have a contract with Allego. Even though we accept cards from most MSPs this can be the case. Contact your MSP to check if your card is valid on the Allego network.
  • The new card is not yet registered at Allego. In this case, your MSP needs to send us the card information. 

Please contact us if the above is not the case and we are happy to help.

 

If a malfunction should unexpectedly occur, please call the hotline number shown on the charging station. Our experts will help you immediately. Please make sure you have the reference number of the charging station to hand. You can find the local hotline number on our contact page as well. 

Regular AC Charging 

You need a Type 2 charging cable that is suitable for regular charging. You have to bring your own cable that belongs to your vehicle.

 

Fast DC Charging 

Almost all full electric vehicles (battery electric vehicles) can charge at our DC chargers using a CCS or a CHAdeMO plug. 

 

Learn more about charging cables in our blog. 

 

Please visit the Smoov website to read more about the app and install it on your smartphone. You can use the Smoov app to find all the chargers in your area. You can also use it to start and pay for charging sessions at our chargers. 

We have created an overview of our ultrafast charging locations. Here you will find pictures and more details about the locations such as facilities, route description and availability of chargers. 

Costs

Charging with more power requires a more robust electricity supply. This is much more expensive both to build and to operate in comparison to regular speed charging stations. It also requires a different type of charger with more functionality than a regular charger.

We apply a standard rate for charging at our chargers in public spaces. This rate can vary depending on the location of the charger. The rate depends on what the local municipality is paying to subsidize the charging service. This subsidy varies per municipality and enables us to charge you as an e-driver a lower rate.

Charging

As soon as you have plugged your car into the charging station and logged in with your card or app, charging will begin.

The charging time of an electric vehicle depends on several factors: the current charge of the battery and the total capacity of the battery, the charging technology in the electric vehicle, the equipment and type of charging station available and the type of charging cable used. For example a BMW i3 with 11 kW AC charger charges up to 11 kWh per hour at an AC charging station with a three-phase charging cable. A single-phase charging cable only charges 3.7 kWh per hour.

 

Read more about charging duration on our Blog. 

Sorry to hear that! If you are at the charging station, the best thing to do is call our hotline. Our experts can usually help you straight away. Make sure to note down the charging station number before you call. Click here for the local hotline number. You can also find it at the charger.

If a non-electric car is parked at the parking lot which is reserved for an electric car, you should contact the responsible municipality to report the matter.

You can read more about Smart charging here. 

If you are at the charging station, the best thing to do is call our hotline. Our experts can usually help you straight away. Make sure to note down the charging station number before you call. Click here for the local hotline number. You can also find it at the charger.

How it works

The EV market consists of various parties. There is the Charge Point Operator (CPO) and the Mobility Service Provider (MSP).

The CPO: Provides the delivery of the charging points, the installation and maintenance of the charge points and the breakdown service.

The MSP: Sells mobility products and services. In this case, a charging subscription, the corresponding charging card and / or app and the payment of your charging sessions will take place via this party.

Range is the distance that any electric vehicle can travel without recharging. This depends to a large extent on your driving style. For instance a higher speed will consume more power than driving smoothly, so please take into account speed in relation to the distance you have to travel. It may be that you have to charge your electric car at a charging point mid-journey. Through the navigation system in your car you will quickly find a charging point and drive you there to recharge.

Request a charge point

You can find the FAQs about requesting a public charging station in the Netherlands at openbaarladen.nl/veelgestelde-vragen. For other countries use our contact form.

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