FAQ

On the iléwatt website or mobile application, you can create your account in "My account".

By creating an account, you can subscribe to the iléwatt service and charge on the iléwatt network at preferential rates. You can find your charging history as well as your previous invoices.

Subscribing to iléwatt enables you to enjoy preferential rates for your charges on the iléwatt network.

Select the offer and enter your personal information, your Pass Pass card number, as well as your means of payment. After accepting the TCUs, your subscription is effective.

In order to use your iléwatt subscription and enjoy preferential rates, you must associate it with a Pass Pass card. You will then be able to use the Pass Pass card with your iléwatt account on the MEL electric charging network.

You can subscribe to iléwatt without a Pass Pass card. However, in order to activate your subscription and enjoy preferential rates, you must associate it with a Pass Pass card. Once you receive your card, go to your iléwatt account, enter your Pass Pass card number, and activate your subscription.

Your subscription is renewed automatically every month. You can cancel it at any time.

If you haven't received your confirmation e-mail upon subscribing,

• Make sure that you provided the correct e-mail address
• Check your spam folder
• Contact Customer Service at 03 66 21 80 00.

You can cancel your subscription plan at any time on the iléwatt's Mobile App or Website, on the "Account" page.

Once cancellation is in effect, your monthly subscription payments will stop.

The Pass Pass card is mandatory in order to subscribe to iléwatt and enjoy the preferential rates. You must link your iléwatt subscription to your Pass Pass card on the website or the mobile app. Once you have linked your subscription to your Pass Pass card, you can use it on the iléwatt network and enjoy preferential rates.

You can order a Pass Pass Card on the website www.passpass.fr or through one of the service's partners mentioned on the website www.passpass.fr.

If you have any questions regarding the Pass Pass card, please consult the website www.passpass.fr.

You can activate your iléwatt subscription on your Pass Pass card:

• upon subscription: during the subscription process, you can enter your card number
• on your personal page: on the "Subscription" page, you can click on "Activate". You can then enter your Pass Pass card number to link your subscription to the card.

If you want to order a new Pass Pass Card, we invite you to contact the Pass Pass service on the website www.passpass.fr or contact the entity that provided the card.

You must also contact every service associated with your card, including iléwatt, by calling Customer Service at 03 66 21 80 00. Once your request is received and processed, you will not be able to charge on the iléwatt network with your subscription. You will receive a confirmation e-mail.

Once you receive your new Pass Pass card, you must associate it with your iléwatt subscription on your iléwatt personal page.

No, your iléwatt subscription associated with your Pass Pass card doesn't allow you to charge on another network besides iléwatt.

We invite you to contact the Pass Pass service on the website www.passpass.fr or the entity that provided your card.

You can still use the iléwatt service even without a Pass Pass card:

• with the QR Code located on the charging point
• with your credit/debit card
• with the badge of an authorized mobility operator.

In that case, visitor rates will apply.

If you are an iléwatt subscriber but have forgotten your Pass Pass card, you can still charge on the iléwatt network using the QR Code or your credit/debit card. In that case, visitor rates will apply.

We invite you to check the stickers located on the station or the interactive map on the iléwatt website or application to check the different types of charging points.

You can find charging stations on iléwatt's Mobile Application or Website.

In the street, they are easy to spot thanks to the iléwatt logo.

If you are a subscriber, you can book a charging station for free on the iléwatt's mobile application or website. Your booking will be available for 15 minutes.

Once you have booked a charging station, you can't cancel it.

On the iléwatt website or mobile application, you can check the status of the charging points on the interactive map: a green pin means that at least one charging point is available; a blue pin means that all charging points are occupied.

Make sure that you are at an iléwatt station. If so, you can call Customer Service, available 24/7, at 03 66 21 80 00 (local calling rates may apply).

You can easily check the station's status with the LED display colors:

• Green: the station is available
• Moving Dark Blue: the charging point is already booked
• "Breathing" Light Blue: the charging point is occupied
• Still Dark Blue: charging has stopped
• Red: the charging point is unavailable

Charging can start at various moments, depending on the type of vehicle:

• Make sure the cable is correctly plugged in.
• Make sure that the conditions mentioned by your car manufacturer are all respected.

If the problem persists, please contact our Customer Service, available 24/7 at 03 66 21 80 00.

There are various plugs available for your charging sessions on the iléwatt network:

• E/F: It is a classic domestic plug, which enables charges up to 3 kWh (whatever the type of charging point). For slow charges only.
• Type 2 (also known as T2): European standard, the power accepted depends on the charging point (up to 22 kWh or 50 kWh) and also the model of the vehicle.
• CHAdeMO: the cable is already on the charging station, for charges up to 200 kWh on the iléwatt network
• Combo CCS: the cable is also already on the charging station and is dedicated to high power charges up to 200 kWh on the iléwatt network.

The power received by the vehicle depends on the charging point as well as the power accepted by your vehicle, depending on the model.

Please contact our Customer Service, available 24/7 at 03 66 21 80 00.

You can start a charging session from your smartphone using the iléwatt mobile app.

To start charging:

• Swipe your card on the Charging point until the LED color becomes dark blue
• Plug the vehicle into the charging point using the correct cable (cable is not provided except on charging points of 50 kW and more)
• Make sure that charging has started by checking the LED color (breathing light blue) and, if possible, on your vehicle's dashboard.

If the charging point has a hatch, this hatch must be closed in order for charging to start.

To stop charging:

• Swipe your card again on the charging point until the LED color becomes green
• Unplug the vehicle and put the cable back in its original place.

If necessary, close the hatch.

All your invoices are available on your personal page, on the iléwatt Mobile Application or Website.

Upon subscription to the iléwatt service, you can enter credit/debit card information.

Invoices are issued:

• monthly if the amount is 50€ or less
• when the amount of your charging sessions reaches 50€

Please contact our Customer Service, available 24/7 at 03 66 21 80 00.

The iléwatt subscription costs 5€ per month.

You can manage your means of payment (add, modify) on your personal page by clicking on "My means of payment" on the iléwatt mobile application or website.

Once you unplug the cable and close the hatch, billing stops.

Costs depend on the type of station and the associated power: 22 kW, 50 kW, or 200 kW. Once charging has stopped, idle fees, based on the time the vehicle stays plugged in, apply.

It is only a pre-approval on your credit card, you will not be charged.

Preferential night rates only apply to subscribers and on charging points delivering 22 kW. Visit our website or mobile app to get a list of charging points concerned.

Pre-authorization fees are charged by your bank, they are then restored. Restoration time depends on your bank (usually 1 to 10 days). If you have been charged an unusual amount, we invite you to contact your bank.

Charging time takes into account the time during which your vehicle has been plugged in and has received power. Once your vehicle has finished charging, we invite you to unplug it and leave the station.

The charging session corresponds to the time your vehicle stays plugged in. It covers the time of the charge as well as additional time if the vehicle stays plugged in while charging has stopped.

If your vehicle stays plugged in for 3 hours but only charges for 2 hours (depending on what it needs), your charging time is 2 hours but your session lasts 3 hours.

Charging points accessible to People with Reduced Mobility are available on the iléwatt network. You can find them by using the PRM filter on the mobile application or the website (link to the interactive map).

You can find your iléwatt Customer number on your invoice.

kW measures the electric power, it represents the power used by an electric device.

kVA measures the maximum charge that an electric device can take.

kWh measures the amount of energy used by an electric device during 1 hour.

With iléwatt, subscribers can enjoy preferential rates during night hours, from 11 pm to 8 am. In order to benefit from these rates and depending on the model of your vehicle, you can plan your charging session. You simply plug your vehicle into a charging point whenever you want and program the beginning of your charging session for off-peak hours. To learn more about this feature, please contact your car manufacturer.

Once your vehicle is fully charged, if it remains plugged in, idle fees apply.

The power received depends on:

• The capacity of the vehicle’s battery: the quantity of energy
• The power accepted by the vehicle
• The cable used to charge
• The type of station
• The level of the battery before charging (at 80%, charging slows down)