Do you need support or have a question related to charging? You can find our most common questions and answers below.
Top 10 Questions
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.
AC charger sessions can be paid for with VISA, Mastercard, Amex or SEPA direct debit using our Smoov App. Or by using an MSP charge card.
DC charger sessions can be paid for using contactless payments with VISA, Mastercard, Amex, Google Pay, Apple Pay, our Smoov App or an MSP charge card.
As a CPO we do not provide charging cards ourselves. You can request a charging card at one of the MSPs in the UK.
There could be multiple reasons for this.
- If you have a new MSP card that is not yet activated. In this case, you need to contact your MSP to activate the card.
- Allego does not have a contract with the MSP you are trying to use.
- The new cards are 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.
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
Most full electric vehicles (battery electric vehicles) and the Mitsubishi Outlander PHEV can charge at our DC chargers using a CCS or a CHAdeMO plug.
Read all about charging cables on our blog.
As soon as you have plugged your car into the charging station and logged in with your card or app, charging will begin. When charging is complete or you are leaving you will need to ‘finish the session’ by tapping out with your card or app and the cable will release.
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. Most Electric Vehicles will alert you (via their app) that a charge session is complete.
Read more about charging duration in 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 council to report.
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.
We support charging cards from many European MSPs. Currently in the UK you can make use of a Newmotion and Plugsurfing charging card for example.
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.