FAQ

Base station

Your account balance is probably insufficient. Add credit and restart your charge.

If this is not the case, use the QR code displayed on the terminal to pay for your session online by credit card. If the station is equipped with a NFC reader, you can use a contactless credit card.  

Warning: Some electric vehicles stop the charging session in progress when the vehicle is unlocked.

To end the charging session, you need to use the same charging card that you used to start the session. You can also stop the charge via the web application with which you started the charge. If you have scanned the QR code to start your charge, then you have to stop the charge via the web page of your current session and fill in the last 4 digits of the credit card used to start the charge. If you have lost the web page of your charging session, scan the QR code again and select the connector you are using. 

First, you need to check whether the cable has been correctly inserted all the way to the connector base of the ChargePoint and your vehicle. Then check if the charging starts on the terminal.

If the charge still does not start at the terminal, check if your cable is not damaged and if it is, please change the cable.

The time between the end of the session and the release of the cable can sometimes take some time. If you are still unable to disconnect your cable, please call 0 805 035 100 (free call).

When the lights on a terminal turn red, it means that there is a fault on a charging station.  It is also possible that the terminal has been deliberately put out of service for maintenance. To find out more, contact 0 805 035 100 (free call).

If you notice a breakdown, you can contact us on 0 805 035 100 (free call).

Customer account

Using the Carte-e gives you many advantages on our network and partner networks.

However, it is not mandatory to have a Stations-e customer account to use our charging network. You can scan the QR code on the terminals to launch a charge on demand.

When the terminal is equipped with an NFC terminal reader, you can also pay with your credit card in contactless mode.

Finally, thanks to interoperability, you can use charging cards from other mobility operators throughout our network. (157 compatible networks)

We are very attentive to the quality of our service and work to offer you an optimum top-up experience. Any information from you will help us to improve our services.  You can send us your comments in writing to the following email address: support@stations-e.com

Reload card

To get your Carte-e, go to www.stations-e.shop or scan the QR code on the Kiosk.

Check whether the charging card you are using is accepted for roaming at the charging station. Contact your mobility provider for more information. If it is a Carte-e, contact 0 805 035 100.

You can also start a charge and pay online by credit card by scanning the QR code on the terminal.

Check if your Carte-e is accepted while roaming on the charging station you wish to use.

If this is the case, check that your card is activated and credited. To do this, go to your customer area.

Warning: It is possible that the card reader of the terminal is slow. In this case, hold your card in front of the reader again until the terminal indicates that your card has been accepted.

First, you need to check that the cable has been correctly inserted all the way to the base of the connector of the terminal and of your vehicle. Then check if the charging starts on the terminal. If the charge still does not start at the terminal, check if your cable is not damaged, if it is, please change the cable.

To end the session, you need to use the same card that was used to start the session.

The barcode on the front of your Carte-e allows us to optimise the internal management of the expedition of the card. This barcode shows your card number written underneath it.

The Carte-e allows you to access the charging service on our entire network and on partner networks. It is used to identify you at the terminal you wish to use. You must activate your Carte-e before using it. To do this, go to your customer area.

You have found a Carte-e. Please send it to the Stations-e head office, 3-5 Rue Marcel Pagnol, 91800 BOUSSY SAINT ANTOINE.

Rates/Payment/Invoicing

Our public tariffs are expressed including VAT and excluding VAT, and are indicated on this site in the section Services. Stations-e reserves the right to change its pricing policy at any time.

You can use our different subscription offers for an optimised pricing and a package of complementary services.

The price of charging sessions carried out on the Stations-e® partner networks is subject to the commercial policy of each operator. Please check their rates directly on the charging stations or on their website.

Charging sessions of less than 2 minutes or of less than 500 Wh are considered invalid charging sessions.  Therefore, you will not be charged for them.

General

Our stations are multi-service and connected. They offer various services, including charging for electric vehicles, but not only that… Our infrastructures are integrated into the local ecosystem, hosting other services such as car-sharing, smart city, video monitoring, or even connected lockers depending on the site.

Preventive maintenance is carried out every year in order to anticipate wear and tear, to ensure the safety of our infrastructure and to offer you optimal services.

Our stations are also supervised in real time 7 days a week, 24 hours a day. In the event of an incident being detected or a user request, corrective maintenance is carried out when a station becomes inoperative and cannot be restored remotely.

According to the legislation in force, parking in a space dedicated to charging is considered a nuisance. As a result, and in accordance with our quality approach, in order to guarantee you an optimum service, we are asking the services in charge of traffic rules to take into account these obstructions to parking.

We advise you to contact the municipal service directly if access to your vehicle or charging is impossible.

You can also alert us by sending an email to support@stations-e.com with the name and address of the station concerned.

When a breakdown is detected, it will first be resolved remotely, and then, if necessary, we will send a technical team to the site to assess the incident and carry out repairs as soon as possible.

AC charging corresponds to slow or semi-accelerated charging.

It depends on the inverter on board the vehicle to transform the alternating current of the network into direct current stored in the batteries of your electric vehicle. Depending on your vehicle, the charging power will be 3.7 kW, 7.4 kW or 11 kW, and can reach 22 kW for a Zoe. You will use the Type 2 connector and the cable supplied with your vehicle.

DC charging corresponds to fast or very high-power charging, mainly available on the Stations-e network.

In this case, it is the station that transforms the alternating current from the network into direct current to the battery of your electric vehicle. Depending on the station, the recharging power will be from 24 kW to 120 kW for fast recharging corresponding to daily needs (50 to 200 km of range recovered in 20 minutes), and from 150 kW to 350 kW on Very High Power (VHP) networks corresponding to long distance roaming. (NB: VHP charging is likely to reduce the life of your battery and is efficient only under certain conditions)

For DC charging, you will systematically use a cable directly attached to the charging station, with a Combo CCS (European standard) or ChadeMo  (Asian standard) connector.

Power

Each vehicle has a maximum AC charging power which varies according to the model. Thus, a vehicle equipped with a 7 kW charger cannot charge at 22 kW, even if the charge point allows it. Furthermore, a 32A single-phase cable will limit the charge to 7kW even if the vehicle accepts 11kW or 22kW.

Similarly, in DC (fast) charging, your vehicle will be limited by the battery’s ability to charge in quantity, but also in speed. Ask your dealer about the charging capacity of your vehicle.

Other parameters include the temperature and charge level of the battery. A battery that is too cold, too hot or charged to more than 80% can reduce the charging power accepted by the vehicle for technical reasons or to protect the life of your batteries.

Some models of charging stations allow two electric vehicles to be charged simultaneously on two DC charging points. This is sometimes possible under certain conditions: the first electric vehicle on charge must have reached a sufficient battery level to allow power sharing and to authorize charging of the second vehicle.

Cable

Some of our charge points (AC) require a personal Type 2 cable to connect. You can check this information on the description of the terminal. When you see “cable attached”, it means that the station has its own cable and that you can benefit from DC fast charging (except 43 AC on some stations). In this case it is not necessary to have your own cable.

The Combo CCS and CHAdeMO connector cables are always attached to the charging station.

The charging cable is an essential element that the driver of an electric vehicle must think about in order to be able to charge in all circumstances at an AC charging station.

The Stations-e network charging stations with Type 2 “unattached” connectors require the use of a cable supplied with the vehicle.

All of our installations with Type 2 connectors with a “tethered” cable (43AC), CHAdeMO or CCS Combo, do not require the use of a personal cable to connect the vehicle.

Charging point

The number of charge points determines whether several vehicles can be charged simultaneously. If each connector corresponds to an independent charge point, they can be used simultaneously. It is possible that several connectors are connected to one and the same charge point. For example, the DC, Combo CCS and CHAdeMO connectors can be linked to the same charge point. This means that they cannot be used simultaneously.

Once you have finished charging, it is important to leave the parking space to allow another user to charge. Please be aware that electric vehicles parked in spaces reserved for charging are liable to be fined if they are not being charged.

Charging

To stop a charging session, you need to present the same recharge card that was used to start the session or if you started the session via the QR code, you need to stop the charging session via this page. If you have lost the web page of your charging session, scan the QR code again and select the connector. Then enter the last 4 digits of the credit card used to start the charging session. 

To start a charging session, you must either hold your charging card or your contactless credit card (when the terminal allows it) in front of the terminal reader or scan the QR code redirecting you to a web page and follow the instructions on the screen.

The time it takes to charging an electric vehicle is extremely relative and depends on a number of factors such as the capacity of the vehicle’s battery, the current charge level of the battery (the lower the charge level, the longer it will take to charge), the power in kW of the charging station or the connector used, and the quality of the cable you use if the station does not have one. All of this can vary from 15 minutes to several hours of charging time for your electric vehicle.

After having passed the same recharge card used to launch the charging session or after having tried to stop the session by entering the last 4 digits of your credit card via the web page, you are unable to stop your session, call 0 805 035 100 (free call).

The charging time and power of an electric vehicle can be affected by the temperature of your battery. When it is between 20°C and 40°C, it can reach its maximum charging performance.

On the other hand, when it reaches 50°C, this can reduce its performance, or even interrupt the charging session momentarily for safety reasons to avoid overheating.

In winter, the charging time may be extended.

Our infrastructure, cables and electric vehicles are designed to be used in extreme weather conditions. However, you should always check your cable and connectors for damage. Please also remove any snow blocking the connectors.