InCharge customer service is here to ensure that everything works as seamlessly as possible. Below you can find the answer to some of our most frequently asked questions. If you cannot find an answer, you can ask your question by filling in our help form.
In case of emergencies (e.g. a problem at the charging station), contact us by phone at 0800 2 335 335. You can contact our customer service from 8:00 to 18:00 Monday to Friday (excluding public holidays).
1. General information about Vattenfall InCharge
- What is Vattenfall InCharge?
Vattenfall InCharge is Vattenfall's brand for electromobility in central Europe. In our northern markets the brand is simply called InCharge.
- What is Vattenfall InCharge for?
Vattenfall's vision is a life without fossil fuels within a generation. The move from internal combustion engines to electromobility is a significant step towards this vision. Vattenfall InCharge helps establish electric driving in Germany and beyond its borders. Together with reliable parters from the field of electromobility, Vattenfall InCharge is constantly expanding its charging network across Europe. We are setting up charging infrastructure wherever it is needed for convenient electric charging without borders: At home, on business premises and on the go.
2. Charging boxes
a) Which type of charging box is right for you?
- What are the advantages of charging boxes compared to conventional power sockets?
Charging with a charging box is quicker and safer than charging with an earthed power socket. We advise against charging with an earthed 16 A socket, because charging takes a long time and standard power sockets are not designed for continuous operation - this creates a fire hazard.
- Which charging box is right for my car?
Depending on the charging capacity of your electric vehicle, you can select one of the following output levels:
• 3.7 kW, single phase – suitable for plug-in hybrids
• 11 kW, three phase
• 22 kW, three phase
• 50 kW, three phase
- To make things future-proof, we always recommend charging boxes with at least an 11 kW charging output.
- How high is the charging capacity of my vehicle?
You can find out the charging capacity of different vehicle models from the respective manufacturer.
- What is an electronic access block?
An electronic access block means that a charging box can only be used by authorised persons. It can be enabled using a key card, which is supplied with every charging box. The charging process can be initiated and ended by holding the card in front of the device. The charging process is permanently linked to the key card's identification number. In addition to the key card supplied, you can order and activate other key cards for your charging infrastructure. Do I need an electronic access block? Electronic access blocks make it possible to enable the charging function with a key card and to prevent unauthorised third parties from using the charging box. If the charging infrastructure is to be installed in a location accessible to the public, an electronic access block is recommended.
- Does a charging box with an integrated cable make sense?
This depends on how often the box is used and where it is installed. For daily use and installation on private premises, it is more convenient if the charging cable is permanently connected to the box. This eliminates the need to repeatedly plug in and unplug the cable. For publicly accessible charging boxes, it is advisable for each user to use their own charging cable.
- What different sockets and charging cable types are available?
There are various different types of sockets and cables:
Type 1 socket – A single-phase socket for charging capacities up to 7.4 kW (230 V, 32 A). This standard is mainly used in car models from Asia and is more unusual in Europe. Charging points with permanently installed Type 1 charging cables are rare. In Germany, a maximum of 20 A (i.e. up to 4.6 kW) can be charged. Type 1 sockets are communication-enabled. Type 2 socket – A three-phase socket. This socket type is widely used in Europe and is favoured by European vehicle manufacturers. Most public charging stations are fitted with a Type 2 power socket. Type 2 sockets are communication-enabled. In the private sector, charging capacities up to 22 kW (400 V, 32 A) are common for Type 2 sockets. Charging capacities of up to 43 kW (400 V, 63 A) can be achieved at public charging stations.
CHAdeMo – The CHAdeMo socket system is a communication-enabled DC voltage system that can transmit very large amounts of current of up to 62.5 kW (up to 200 A), primarily to enable rapid charging. It is not compatible with Type 1 or Type 2 connections and was previously favoured primarily by Japanese manufacturers.
Combined Charging System (CSS) – CSS sockets are communication-enabled and enhance Type 2 sockets with two additional power contacts and a rapid-charging function. They support AC and DC charging with up to 170 kW (up to 200 A). In practice though, the value is more likely to be 50 kW.
Tesla Supercharger – Tesla uses a modified version of the Type 2 socket for its Supercharger. It allows the Model S to be charged up to 80 percent within 30 minutes at a charging capacity of up to 120 kW (DC). Other car brands cannot yet be charged using a Tesla Supercharger.
Charging boxes from Vattenfall InCharge support Type 2 sockets and charging cables. You can find out which socket type your car uses from the manufacturer. Cable lengths vary from 4 to 8 metres, depending on the manufacturer.
- What is the difference between smart and basic charging boxes?
A smart charging box is suitable for customers who are looking for a networked charging solution with individual adjustment and control options. A smart charging box is required for controlling the charging box remotely, allocating access authorisations for several users, consumption monitoring and billing. This is particularly recommended for multi-family homes and commercial premises.
On the other hand, a basic charging box is a simple charging solution without networking, which also makes it a more cost-effective option.
- What are the advantages of a smart charging box compared to a basic charging box?
Smart charging boxes offer:• Detailed overview of charging data
• Convenient management of charging cards for access to the charging box
• Charge management for charging despite low connection capacity
• Remote control of charging processes
• Billing service option
• Future-proof functionality
- What are the advantages of a basic charging box?
Basic charging boxes offer:• Cost-effective variants
• No mobile connection required at the installation site
b) "Eichrecht" calibration law conformity
- What is the benefit of a charging box that is compliant with calibration laws?
Charging boxes that are compliant with these laws are approved as electricity meters. These charging boxes are particularly suitable if your charging infrastructure is activated for publicly accessible charging, including billing (as in the Business Charging Plus product).
- What is calibration law ("Eichrecht") conformity?
In Germany, all devices have to be calibrated for billing-relevant measuring processes. This applies to scales, water and electricity meters in commercial transactions, for example.
Compliance with calibration law is therefore a necessary prerequisite for the billing of charging current to third parties.
Compliance is not necessary if a charging station is operated exclusively for personal charging using a home connection, or if it is made available to employees of a company in the company's internal car park. In these cases, an MID-certified measuring device, which is integrated in all charging solutions offered by Vattenfall InCharge, is sufficient. It also supports display of detailed charging history and allocation of consumption.
Compliance is required for:
• Charging in public areas
Compliance is not required for:
• Home Charging (for example your own car in your own parking space)
• Business Charging
Calibration law-compliant Vattenfall charging stations
• KEBA KeContact P30 X-series
• KEBA KeContact P30 C-series
• Compleo Highline BM IMS
• Compleo Highline BM
- Retrofit kit available from 2020/21:
• ABB Terra 54 CJT
• ABB Terra 54 CT
- How long is compliance valid?
The period of validity is 8 years from the calibration date for electricity meters with electronic measuring mechanisms (charging stations). After that, the device must be recalibrated.
- What is a type test certificate?
The type test certificate documents the compliance of certain products, taking into account their design and construction. Products are tested for compliance with certain EU standards and uniform minimum requirements throughout Europe before being placed on the market. In the case of our certified charging stations, for example, this test falls within the scope of the Measuring Instruments Directive (MID) [Directive 2004/22/EC].
c) PreCheck and installation
- How is the charging infrastructure installed?
The first step for charging infrastructure installation involves a PreCheck at the installation site. When you order this PreCheck, we will arrange an appointment for a qualified electrician from our service network to assess what work is necessary for installation. You will then receive your individual installation quote based on this assessment by e-mail. If you accept the quote, the electrical installer will return to complete the installation. The advantage for you: Minimal effort on your part, as the technician will take care of all the technical details.
- Do I need a special power socket to connect to a charging box?
The charging box is permanently connected to the domestic system. It has no socket for connection to the mains.
- Can a charging box be installed in a carport?
Under normal circumstances, a charging box can be installed in a carport. However, this may involve additional costs. The PreCheck will clarify exactly how the installation can be carried out.
- How much does it cost to install the charging infrastructure?
Installation costs vary depending on conditions at the site and the electrical installation. We will prepare an individual quote for you based on the PreCheck.
- Is it possible to have the installation carried out by Vattenfall InCharge?
Vattenfall InCharge charging boxes are installed by our specialist electrical partner as standard. Vattenfall InCharge is your one-stop shop for everything from hardware to services and guarantees.
- What is a PreCheck and when is it necessary?
During the PreCheck, certified electrical installers check the electrical equipment, take measurements and prepare clear documentation and a summary of all technical adjustments that are required to ensure a safe charging current supply. You will then receive an individual installation quote from us by e-mail based the information obtained. Before we can install any charging infrastructure for you, it is absolutely necessary to arrange and perform a PreCheck.
- What financing options are available?
- You can find out about current financing options on our website:
- Does the charging infrastructure have to be registered with the network operator in advance?
- Yes, this is essential for all charging boxes. Charging boxes with up to 11 kW charging capacity only need to be registered, while charging boxes from 22 kW upwards have to be registered and approved for use. Our electrical installer will be happy to take care of these steps for you.
- If installation is carried out by my own electrician, how does this affect the warranty?
Vattenfall InCharge only offers charging boxes with installation included. A warranty is provided only if installation is performed by one of our certified electrical installers. I am not the owner of the parking space.
What do I need to be aware of?
The approval of the owner is absolutely essential before it is permitted to install charging infrastructure.
- How long does it take to install charging infrastructure?
You should allow two months for the process and, depending on the effort and number of charging boxes, plan for between several hours and one to two days for the actual installation.
- Why is a Type B RC circuit breaker required? Is this included in the installation? Type B RC circuit breakers are universal current-sensitive residual current circuit breakers that detect both alternating residual currents and smooth DC residual currents. The Type B RC circuit breaker absolutely has to work to ensure the safe charging of electric cars. Type B RC circuit breakers are included with installation services.
d) Using charging infrastructure
- What happens if a fully charged vehicle cannot be disconnected from the charging box?
The vehicle will switch off the charging current when the battery is fully charged. This prevents overcharging.
- How many vehicles can be charged at the same time using one charging box?
This depends on how many charging points there are on the charging box. One vehicle can be charged at each charging point. Most charging boxes have one charging point.
- How long does an electric car take to charge?
Using the following rule of three, you can easily determine how long it takes to "fill up" a specific vehicle model. Example: Mr Smith drives a Tesla. The Tesla battery has a capacity of 60 kWh. Using an 11 kW charging box, the overnight charging process takes less than 6 hours (60 divided by 11 = 5.45). Using a 22 kW charging box, the charging process takes less than 3 hours (60 divided by 22 = 2.73).
- How do I calculate the range of an electric car?
The range of an electric car can vary. Generally speaking, 18 kWh per 100 km for standard consumption is a good rule of thumb. Example: Mr Smith drives a Tesla. The Tesla battery has a capacity of 60 kWh. With a fully charged battery it has a range of around 330 km (60 divided by 18 multiplied by 100 = 333).
e) Other questions about charging infrastructure
- Does the charging infrastructure have a guarantee?
If the installation is carried out as planned by our specialist electrical partner, Vattenfall InCharge provides a one year guarantee. Does a smart charging box also work in older buildings? If the electrical installation in the building no longer meets the applicable standards, our specialist electrical partner will be happy to advise you on how to upgrade it. This can be commissioned in parallel with the installation of the charging box.
- What is charge management and how does it work?
Charge management is designed to make optimum use of an existing electrical connection. With charge management, multiple charging boxes are connected to form a network and are controlled together. The available maximum electrical capacity is divided among all consumers (and their charging cars). Even if the maximum capacity of the electrical connection has been reached, any consumer can still use it for charging purposes, albeit with limited charging capacity. This prevents the electrical connection from becoming overloaded. Charge management is particularly advantageous for underground car parks and car parks where numerous charging boxes are intended to be used at the same time.
Is an electricity tariff applied to the charging infrastructure?
An electricity tariff is not levied on Vattenfall InCharge charging boxes. Vattenfall Europe Sales GmbH has a special offer consisting of green electricity and a wallbox for private customers.
- What are the key cards for and how many are provided?
A key card is supplied with every charging box. The charging process is initiated and ended by holding this in front of the device. The charging process is permanently linked to the key card's identification number. You can request additional key cards.
What does making a charging point public mean?
Making a charging point public refers, on the one hand, to the technical release of the charging point for guests or third parties (public users), and, on the other hand, to the integration of the charging point into the Vattenfall InCharge roaming network. This charging point then becomes publicly accessible and can be activated for charging processes, not only with the InCharge Key charging card but also with charging cards from our roaming partners. Public users pay the tariff set by their charging card provider per charging process. Alternatively, public users can start charging processes using the Vattenfall InCharge app and pay by credit card. In addition, charging points that have been made public are displayed in the Vattenfall InCharge app and other charging apps so that app users can find them.
Is the charging infrastructure weather-proof?
Charging boxes can be installed and operated outside. For convenience, a structure to cover the boxes is recommended.
- Who can I contact if I have issues with the charging infrastructure?
Your first point of contact is Vattenfall InCharge's customer service, which you can reach Monday to Friday between 8:00 and 18:00 using the free phone number 0800 – 2 335 335 or via email@example.com.
3. "InCharge Key" charging card
- What is the InCharge Key?
The InCharge Key is the charging card from the Swedish company InCharge AB and is offered to private and commercial customers. This makes it possible to use more than 85,000 publicly accessible charging points throughout Europe. The charging point network of Vattenfall InCharge and roaming partners includes both AC charging stations (alternating current) and DC rapid charging stations (direct current). With the InCharge Key you can charge your vehicle throughout Europe.
- Where can I use the InCharge charging card?
With the charging card you can source environmentally friendly energy for your electric vehicle at all public charging stations in the InCharge charging network.
- How much does the InCharge Key cost?
The InCharge Key can be ordered free of charge. There is no basic fee: You only pay for the electricity you get from a charging station.
- What is roaming?
Roaming refers to our service for e-mobility customers so that they can charge at a public charging point that is not operated by Vattenfall itself, but by one of our partner companies.
- How much does it cost to charge with the InCharge Key?
At Vattenfall InCharge charging stations you normally pay €0.39/kWh (AC) and €0.59/kWh (DC). Due to the temporary reduction of VAT in Germany, you will be able to charge at a reduced price of €0.3801/kWh (AC) or €0.5751/kWh (DC) from 1 July to 31 December 2020. Prices at charging stations operated by our roaming partners may differ. You can find current information about prices at specific charging stations in the Vattenfall InCharge app.
- I have lost my InCharge Key. What should I do?
Your first point of contact is customer service, which you can reach Monday to Friday (excluding public holidays) between 8:00 and 18:00 using the free phone number 0800 – 2 335 335 or via firstname.lastname@example.org.
4. My InCharge portal
- How can I create an account for the My InCharge portal?
You cannot create your own account. Vattenfall InCharge automatically creates an account for you once you have ordered a charging card. Once you have placed your order, you will receive an e-mail with an activation link to activate your My InCharge portal account. Please note that you can only log in to the My InCharge portal once you have activated your account.
Order an InCharge Key
- Can I view the usage status of a charging box online?
Yes, you can view the usage status of a charging box online. In the My InCharge portal you can see whether a charging station is free or currently in use, if a charging process has been completed or if there is an error. You can also view meter readings. Can charging data be exported to and analysed in Excel? You can download your charging data as a CSV or Excel file and process it in Microsoft Excel or another spreadsheet software program.
Can the amount of energy consumed be viewed online? The energy amount delivered via the charging box can be viewed in the My InCharge portal.
- What functions does the My InCharge portal have?
In the portal you can see the use status and consumption data of charging boxes and charging cards, manage access rights to boxes, view charging statistics and download data for further analysis.
My InCharge portal guide
- How secure is online access?
The My InCharge portal meets the highest security standards. Users can further increase this security by choosing a secure password.
If you still have questions and cannot reach us via phone, you can also use the contact form.