Question 1

How can I view ready-to-use charging stations?

Accepted Answer

You can reach all stations on the map on the main page of the Trugo app. Pin colours on the map represent the current state of the charging station. Green pin: 2 of the sockets are available for use. Yellow pin: 1 of the sockets is available for use. Red pin: No available socket.

Question 2

How can I start and end charging via the mobile app?

Accepted Answer

You can view the station where you want to charge your electric vehicle via Trugo mobile app and get directions to the station. You can start the charging process by scanning the QR code on the chargers in the station via the Trugo app or by entering the station code. You can stop the charging process anytime by clicking the “End Charging” button on the Trugo app.

Question 3

How can I start charging when the QR code cannot be scanned?

Accepted Answer

If the QR code cannot be scanned by your mobile device, you can start the charging process by entering the station code. You can find all codes on the charger stickers.

Question 4

How do I view the charging services I have received?

Accepted Answer

In the “Charging History” section of the Trugo app, you can access your recent charging transactions and details.

Question 5

What is Autocharge?

Accepted Answer

Autocharge is a technology that allows you to start charging at DC (fast charging) stations simply by plugging in. Your vehicle is recognized by its MAC address, so you can skip scanning a QR code for each session. You can enable this feature from your saved vehicle’s details page. If you haven’t saved a vehicle yet, we recommend adding one to get started.

Question 6

How can you use Autocharge?

Accepted Answer

You can enable and start using Autocharge by following these steps: 1. Enable Autocharge on your saved vehicle's details page. 2. Select your usage type and follow the prompts for continuous or temporary use. 3. Select a payment method for your Autocharge sessions. If you have not added one to Trugo yet, please do so. Otherwise, your session won’t start. 4. Select the billing details for your Autocharge sessions. If you have not added them to Trugo yet, please do so. Otherwise, your session won’t start. 5. To start your activation charge, head to a station and plug in. Start the charge as you normally would by scanning the QR code or entering the station ID via the Trugo app. 6. We’ll complete your activation shortly and notify you once the activation charge is done. You can use Autocharge for all future sessions. If the activation fails, please don’t worry. We won’t interrupt your charge. We’ll update you on the status once your current session is complete. Please keep your notifications enabled and follow our instructions.

Question 7

How do you start an activation charge?

Accepted Answer

Once you've enabled Autocharge for your vehicle under Saved Vehicles: 1. Head to a station and plug in. 2. Scan the QR code or enter the station ID in the Trugo app. 3. Your activation will be completed shortly after the charging session begins. For all future sessions, simply plug in to start charging. We’ll send you a notification with your activation details once your session ends.

Question 8

Why is an activation charge required?

Accepted Answer

For your security, we need to pair your vehicle’s MAC address with our system. Starting your first charge from the app while Autocharge is enabled completes this pairing.

Question 9

Is the pricing for Autocharge different from other charging methods?

Accepted Answer

Absolutely not. The method you use to start a session doesn’t affect our pricing. Per-kWh at Trugo stations are always exactly shown in the app.

Question 10

Can multiple users enable Autocharge for the same vehicle?

Accepted Answer

Autocharge cannot be activate on multiple accounst for the same vehicle simultaneously. If another driver wants to activate Autocharge, the current user must first delete the vehicle from their account. Please note that if you delete and re-add your vehicle, you’ll need to complete the activation charge again. The user who adds the vehicle can enable the feature by following the steps outlined in the “How can you use Autocharge?” And “How do you start an activation charge?” sections.

Question 11

Can you use Autocharge with a rental vehicle?

Accepted Answer

Absolutely. When saving the vehicle to Trugo and enabling Autocharge, simply select "I'm using it temporarily" as your ownership type. Then, enter an end date and time that matches your rental period. We will automatically disable Autocharge at the exact date and time you provide. You can edit this date and time at any point if you return the vehicle earlier or later than planned. Important: If Autocharge is not disabled for a rental vehicle, future renters could start charging sessions using your billing details. For your security, we highly recommend deleting the vehicle from your Trugo account if you don't plan to rent it again soon.

Question 12

Can you re-enable Autocharge for a vehicle you've rented before?

Accepted Answer

Absolutely. Because you previously set a rental end date and time, Autocharge was automatically disabled. To turn it back on, simply follow these steps: 1. If you deleted the vehicle from your account, add it again as a new vehicle. 2. Enable Autocharge on the vehicle's details page. 3. Select your payment method and billing details for Autocharge. If you haven't added them yet, please do so. Otherwise, your session won't start. 4. Head to a station and plug in. Start your activation charge by scanning the QR code or entering the station ID in the mobile app. 5. Your activation will be completed shortly. You can use Autocharge for all future sessions. If you didn't delete the vehicle from your account, simply start from step 2 and make sure all settings are correct.

Question 13

Are all Trugo stations compatible with Autocharge?

Accepted Answer

We're continuously working to bring Autocharge to all our stations. You can use the feature at any station displaying the "Autocharge compatible" label on its details page.

Question 14

What should I do if charging doesn't start automatically when I plug in?

Accepted Answer

Please ensure you've completed your activation charge before your first Autocharge session. You can find detailed steps in the "How do you start an activation charge?" section. If you run into issues during future sessions, try unplugging and plugging back in a few times. If it still doesn't start, please check your vehicle for any issues or error messages. If everything looks fine with your vehicle, you can contact Trugo Care 24/7.

Question 15

How do you disable Autocharge when selling your vehicle?

Accepted Answer

Disabling Autocharge is just as easy as enabling it. For your security, simply turn off the Autocharge toggle and delete the vehicle from your Trugo account. This prevents the next owner from starting charging sessions using your billing details.

Question 16

What should you do if your vehicle isn't compatible with Autocharge?

Accepted Answer

Unfortunately, this isn't something you or charging network providers can change. Some EV manufacturers do not include Autocharge compatibility as a factory standard on certain models. However, manufacturers occasionally issue updates or recalls to enable this feature later on. We highly recommend contacting your vehicle manufacturer for the most up-to-date information. If your vehicle is incompatible, Trugo will send you a notification once your activation charge is complete. Please make sure your app notifications are turned on so we can keep you informed.

Question 17

Does disabling Autocharge affect other charging methods?

Accepted Answer

Absolutely not. You can still easily start your charging sessions using any other method.

Question 18

What should you do if Autocharge doesn't activate even though you followed all the steps?

Accepted Answer

Your vehicle might not support this feature due to its factory specifications. Unfortunately, as mentioned before, this isn't something you or charging network providers can change. If you see the "Not compatible" label on your saved vehicle card, Autocharge cannot be used for that vehicle. Alternatively, the activation might have failed due to a system error. If this happens, we will send you an "Autocharge activation failed" notification. Simply follow the instructions provided in the notification. If the issue persists, you can contact Trugo Care 24/7. There could also be an issue with the charging station itself. In this case, you can contact Trugo Care 24/7 for immediate support.

Question 19

You received a notification saying Autocharge is active on another account. What does this mean, and what should you do?

Accepted Answer

It's completely normal to receive this notification if you're sharing the vehicle, using it temporarily, or driving a rental. As long as Autocharge is active on another user's account for this vehicle, you won't be able to complete your activation. If this is the case, contact Trugo Care 24/7 for assistance.

Question 20

Does changing your payment method during an Autocharge session affect your current charge?

Accepted Answer

No, it doesn't. We always use the payment method that was active when you started the session. Any changes you make will only apply to your next charge.

Question 21

Does changing your billing details during an Autocharge session affect your current charge?

Accepted Answer

No, it doesn't. We always use the billing details that were active when you started the session. Any changes you make will only apply to your next charge.

Question 22

What happens if your payment fails or there are insufficient funds on your selected payment method?

Accepted Answer

If this happens, the billing for your session will be added to your Unpaid Billings. You can easily complete your payment by visiting the Unpaid Billings section.

Question 23

What should you do if Autocharge is enabled and you've completed the activation charge, but your next session doesn't start?

Accepted Answer

Try unplugging and plugging back in to restart the session. If charging still doesn't start, you can contact Trugo Care 24/7.

Question 24

Where can I charge my EV?

Accepted Answer

You can charge it at home or at a public charging station. If you’d like to charge your car at home, you should think of installing a home charger. If you want to charge in public, you can find stations with the help of mobile and navigation apps.

Question 25

How long will it take to charge my EV fully?

Accepted Answer

Generally speaking, the DC charger will charge from 20% to 80% of the battery capacity in less than an hour. The remaining 20% capacity takes approximately the same time as the first 80%. If you cannot access a fast charger, it will take longer to fully charge the car, depending on the battery and the model. (Calculations based on 120 kW DC charger performance.) You do not need to charge the EV fully. You can arrange your charging experience and setting period according to the range of your journey's next charging point or destination.

Question 26

What ways are there to charge a battery, and what are their differences?

Accepted Answer

There are currently some ways of charging an electric vehicle: Fast Charging Point (DC) Slow Charging Points (AC) Standard household power socket Public AC and DC charging points can be found in shopping centres and extended to petrol stations and other parking locations in cities. The advantage of these points is that they draw on a higher charging current than the power available at home. If you charge your car at home, most likely, you will use slow charging (3.7 kW) power. Thus it will take 7-8 hours to complete the charge. If you charge your car at the charging station, you can charge it using a 22 kW or a DC fast charger (100–150 kW). Please note that the charging time is shortened with DC fast chargers.

Question 27

Does the plug need to be removed as soon as the battery has been fully charged?

Accepted Answer

The charger in the vehicle switches itself off at the end of the charging process. But at the end of the charging experience on public chargers, an extra fee can be requested for waiting time.

Question 28

If you don’t keep driving until the battery is flat, will this damage it?

Accepted Answer

No, the battery does not have to be empty to be recharged.

Question 29

Do I always have to charge the battery to 100% capacity?

Accepted Answer

No, this is not necessary. Batteries have only a minimal memory effect over their lifetime, which is not really noticeable with a partial charge.

Question 30

Does the battery become damaged if it is charged daily or for too long?

Accepted Answer

No, daily charging is not a problem. Charging automatically ends when the battery is full.

Question 31

Is it dangerous if the charging cable gets wet, the vehicle is in a puddle, or it rains?

Accepted Answer

No. The charging process is fully secured. There is no danger to persons at any time. The car and the charger have several levels of protection in these cases. For example, the current doesn’t run until it is securely plugged into the socket, and the car and charger are sure that everything is ready.

Question 32

Can I create a charging service invoice on behalf of a company?

Accepted Answer

You can create an invoice on behalf of your company by entering corporate invoice information on the Trugo app. If the company is an e-invoice payer, Trugo sends the invoice electronically.

Question 33

How can I operate a charging station?

Accepted Answer

You can generate an income by operating a charging station as a partner of Trugo. For details please contact us via our website.

Frequently Asked Questions

Stations

How can I view ready-to-use charging stations?

Charging

Autocharge

Battery

Safety

Business