Support

Your employer has chosen Wattiqo to manage your charging card, charging sessions and, where applicable, your home charging reimbursement.

To get started:

1. In the welcome email, click Activate account and set your password.
2. Download the Wattiqo app from the App Store or Google Play.
3. Log in using your email address and password.

Your charging key fob will be sent to you by post.

First, check your junk or spam folder.

If you cannot find the email or the activation link has expired, download the Wattiqo app and select Forgot password on the login screen.

You will receive an email allowing you to create a new password. You can then log in to the app.

The Wattiqo app is available from the App Store for iPhone and Google Play for Android.

Search for Wattiqo.

Open the app and go to Profile > Charging cards > Add card.

Once you have added your charging key fob, you can use it to start charging immediately.

No. They work in the same way; only their physical format differs.

Both can be used to start and stop charging sessions.

Select Forgot password on the login screen of the app.

You will receive an email with a button allowing you to create a new password.

This is an additional security check to verify your identity.

Enter the code in the app and do not share it with anyone.

If you receive a login code when you are not trying to log in yourself, someone may know your password. Change it immediately by selecting Forgot password.

The language used in the app and our emails is based on your phone’s language settings.

Wattiqo is available in Dutch and English. If your phone is set to a language other than Dutch, you will receive communications in English.

If you prefer communications in Dutch, change your phone’s language setting to Dutch.

Wattiqo Drive is your personal online portal.

It allows you to:

• review your charging sessions;
• view your home charging reimbursements;
• check when reimbursements are scheduled for payment;
• link a private charging card to your home charger.

You can start charging using the Wattiqo app or your charging key fob.

Your energy tariff and bank account details are managed in the Wattiqo app.

Wattiqo Drive requires a separate account from the Wattiqo app. Register using the same email address, but choose a different password. Your Wattiqo app password will not work in Wattiqo Drive.

1. Go to drive.wattiqo.nl and click Create account below the login screen.
2. Enter the same email address you use for the Wattiqo app.
3. You will receive an email (in Dutch) titled Activeer je account voor Wattiqo Drive. Click the button and choose a password of at least 15 characters.

If the email does not arrive, check your spam folder and confirm that you used the same email address as in the app. If you still need help, email support@wattiqo.nl.

The Wattiqo app allows you to manage everything related to your charging in one place:

• find charge points across Europe and check availability and prices;
• start and stop charging sessions, even without a physical charging card;
• view your public and home charging sessions;
• manage your charging cards and vehicles;
• set up your home charging reimbursement, including your kWh rate and bank account details.

The app has three main sections at the bottom of the screen:

• Map: find available charge points;
• Home: view your charging overview;
• Profile: manage charging history, charging cards, your vehicle and settings.

Yes.

The app includes a Virtual Charging Card, allowing you to charge through the app while you wait for your physical charging key fob.

You can find it under Profile > Charging cards.

This is also where you can add your physical charging key fob later by selecting Add card.

Tap Map at the bottom of the app to see charge points near your current location.

You can also search in the following ways:

• Search: enter a town, city or address in the Find chargers search bar.
• Scan QR code: if you are already at the charge point, tap the QR icon in the search bar and scan the QR code on the charger.
• List view: swipe the panel at the bottom of the screen upwards to see nearby charge points in a list, including distance and estimated driving time.
• Fast chargers only: select Fast at the top of the screen instead of All.

For each charge point, you can see how many connectors are currently available, for example 2/2, as well as the charging power in kW and the applicable price per kWh.

Tap the filter icon next to the search bar.

You can select from the following options:

• Only available chargers: show only charge points that are currently available.
• App-activated chargers: show only charge points that can be activated through the app.
• Plugs: select TYPE2, CCS, CHAdeMO or TESLA. If you enable Filters for my default vehicle, the app will automatically select the connector types that are suitable for your car.
• Charging speed: choose below 50 kW, 50 to 150 kW, or 150 kW and above.

Tap Apply to apply your filters.

Select Reset to clear them.

You will see:

• the address;
• whether the charge point is currently available;
• the estimated driving time;
• the connector type;
• the charging power;
• the price per kWh.

Tap the navigation arrow for directions to the location.

Tap Continue to proceed with charging.

Each charge point displays the applicable price per kWh, including VAT.

When you select a connector, the Charging costs section shows an estimate of how much the charging session may cost.

Under Estimated prices, you can use the Charging amount slider to select the amount of energy you expect to charge in kWh. The estimated cost will change accordingly.

The All prices tab shows all applicable prices for that charge point.

Please note that this is only an estimate. The final amount depends on the energy actually charged and any other applicable fees.

Charging costs incurred using your business charging card are billed through your employer.

See also What does charging cost and who pays for it?

You can start charging through the app at most charge points, but not all.

Some charge points can only be activated using a physical charging card or key fob.

Enable App-activated chargers in the filter menu to show only charge points that support app-based activation.

You can always use your charging key fob or charging card where they are accepted.

Using your charging key fob or charging card:

Plug the charging cable into your car and the charge point. Then hold your charging key fob or charging card against the charger’s card reader.

Using the app:

1. Connect the charging cable to your vehicle and the charge point.
2. Find the charge point on the Map, or scan the QR code on the charger, and tap Continue.
3. Tap Select a connector and choose the connector you are using. Each connector has its own number, which is also displayed on the charger. At a charger with two connectors, you may also see left ( LEFT) or right ( RIGHT). If there is only one connector, it will already be selected.
4. Check the estimated charging costs and make sure your Virtual Charging Card is displayed.
5. Swipe the Swipe to start button with the lightning icon to the right.

The Swipe to start button becomes active only after you have selected a connector.

The charger may take a few moments to respond. Please avoid attempting to start the session again immediately.

As soon as your charging session starts, you will receive a notification on your phone, for example "Charging started: your charging session has started at € 0.38 per kWh".

While you are charging, the Charging bar with the number of kWh charged is shown on the Map, above the search field. Tap it to open your active session. You will see:

• Costs incl. VAT: the estimated cost of the session so far;
• kWh charged: the energy charged so far;
• Battery and Range added: available only if you have connected your vehicle in the app.

It may take a little time for the first kWh to appear.

Once the session has ended, it will appear in your charging history.

You can stop a charging session in three ways:

• in the app: tap the Charging bar and swipe the Swipe to stop button to the right;
• using your charging key fob or charging card: hold it against the charger’s card reader again;
• by unplugging the charging cable, if your vehicle allows this. With many vehicles, you must unlock the car first.

First check that:

• you have selected the correct connector;
• the charging cable is connected properly to both the vehicle and the charger.

Then try again or select another connector.

If the problem persists, try using your charging key fob or charging card.

If the connector is not shown as Available in the app, choose another nearby charge point.

Go to Profile > Charging history.

At the top of the screen, select Month or Year.

You will see:

• the total cost including VAT;
• the total number of kWh charged;
• a chart showing your charging activity.

Below this, each charging session shows:

• the date and start and end time;
• the location and address;
• the cost including VAT;
• the number of kWh charged.

A house icon identifies a home charging session.

For home charging sessions, the app uses the kWh rate you have entered.

If you only want to see sessions linked to a specific charging card, go to Profile > Charging cards and select the relevant card. The charging history for that card is shown below it.

The Charging session details screen shows:

• the charge point and its address on the map;
• the Charging session ID;
• the Session status;
• the number of kWh charged;
• the cost including VAT;
• the start and end time.

If you contact us about a specific charging session, please include the charging session ID. This allows us to find the session more quickly.

• Charging: the session is still running.
• Completed and validated: the session has ended and has been checked. Only these sessions are included in your costs and reimbursements.
• Invalid: (almost) no energy was charged, for example because the car was already full, the plug was not connected properly or the session stopped straight away. An invalid session is not included in your charging costs or reimbursements.

If any details appear incorrect, email support@wattiqo.nl and include the charging session ID.

If you have a home charger, the Home section shows:

• your home charger and its current status, for example Available;
• your most recent charging session;
• the cost and number of kWh of that session;
• the total amount charged during the current month.

A charging session only appears once the charger has submitted the relevant data.

For public charging, the charge point operator forwards the session information. Usually the session appears within an hour after you stop; occasionally it takes a day or longer.

If your home charger has been temporarily offline, the stored charging sessions will be uploaded once the connection has been restored. The stored sessions will remain available for upload.

If a charging session is still missing, email us at support@wattiqo.nl and include the location, date and approximate time.

Go to Profile > My vehicles and tap Add a new vehicle.

Select the manufacturer and then the model.

Use the star icon to select a vehicle as your default vehicle.

Your default vehicle will be shown first when charging, and the map filters will automatically use the connector types that are compatible with that vehicle.

Yes.

Add each vehicle separately through Add a new vehicle.

Under My vehicles, you can swipe between your vehicles.

The vehicle marked with a star is your default vehicle.

Connecting your vehicle enables additional smart charging features.

Go to Profile > My vehicles and enable Connect my vehicle.

If supported by your vehicle, the app can then access information such as:

• the current battery level;
• the estimated driving range.

The app can use this information to help determine when to charge at home.

This feature is not supported by every vehicle.

Smart charging requires a connected, supported vehicle that shares real-time information, such as its battery level. Without this information, the app cannot determine when to start or stop charging.

If your model does not support real-time vehicle information, the app will let you know. You can still charge normally, but without the smart charging feature.

Connect your car to the charger when you arrive home, even if the battery does not need to be charged immediately.

Smart charging determines when charging should take place so that your vehicle is sufficiently charged by the time you need it. It schedules charging around lower dynamic electricity prices, taking your charging needs and departure time into account.

The app uses your charging preferences and departure time to plan the charging session.

To set your departure time:

1. Go to Profile > Home charging > Departure time for home charging.
2. Enable Enable default departure time.
3. Choose Yes, use AI to predict my departure time if you want the app to estimate your departure time based on previous charging sessions. Alternatively, choose I will set a default departure time manually and enter a fixed time, for example 08:00.
4. Tap Save.

The selected departure time will then be used for future home charging sessions.

Under Profile > My vehicles > Charging control, you can authorise the app to control charging for your vehicle. Tap Enable now: you will be redirected to your vehicle manufacturer’s app, such as the Tesla app. Follow the steps there and then return to the Wattiqo app.

With your Wattiqo charging card or the app, you can charge at more than 1,000,000 charge points across Europe.

The app allows you to:

• find charge points nearby or along your route;
• check whether connectors are available;
• view charging prices;
• get directions to a charge point.

Yes.

You can use your Wattiqo charging card at participating charge points across Europe, just as you do in the Netherlands.

Charging costs incurred using your business charging card are billed to your employer.

You therefore do not need to pay the charge point operator directly.

Prices vary between charge points because operators set their own tariffs.

The applicable rate is shown in the Wattiqo app.

Your employer determines which arrangements apply to private use of the charging card. If you are unsure, please check this with your employer.

Try another connector or a different charge point at the same location.

Check the app to see whether the charge point is marked as available.

If charging still fails, email us at support@wattiqo.nl and include:

• the location;
• the date;
• the approximate time.

We will investigate the issue.

Charge at home using your business charging key fob or charging card.

Each home charging session is automatically recorded and reimbursed at your approved rate per kWh.

Each month, we calculate the total amount due for your eligible home charging sessions and transfer the amount to your bank account.

You do not need to keep separate records or submit individual expense claims.

You need to provide two details in the app under Profile > Home charging:

1. Your kWh rate, under Energy tariffs. Enter the rate you pay your energy supplier per kWh. The rate must be approved before charging sessions can be reimbursed.
2. Your bank account details, under Charging cost reimbursement. We will transfer your reimbursement to this account.

After your first home charging session, you will receive an email showing the current status of:

• your energy tariff;
• your bank account details;
• the expected reimbursement.

This depends on your energy contract.

Single-rate tariff

Enter your electricity price per kWh, including VAT and energy tax.

Dual-rate tariff (day and night)

Enter both your day and night rates.

If your off-peak rate also applies throughout the weekend, you can indicate this in the app.

Dynamic tariff

If you have a dynamic tariff, enter only the additional charges you pay on top of the underlying market price.

To calculate this, add together:

• your energy supplier’s surcharge;
• the applicable energy tax;

All amounts should include VAT.

Wattiqo automatically adds the market price applicable at the time of charging, including VAT.

You can usually find these amounts in your energy contract or annual statement.

Your employer has specified an acceptable range for home charging reimbursement rates.

If your rate falls within this range, it may be approved automatically.

If your rate falls outside this range, your employer will review it manually.

You will receive an email once your tariff has been approved.

Charging sessions completed before your tariff was approved are not eligible for retrospective reimbursement.

To ensure your home charging is eligible for reimbursement, wait until your tariff has been approved.

If you charge at home while your tariff is missing or still awaiting approval, you will receive an email notification.

This does not affect the registration of your charging sessions.

Your charging sessions will still be recorded and may still qualify for reimbursement.

However, payment will be on hold until your bank account details have been provided.

Enter your bank account details as soon as possible under:

Profile > Home charging > Charging cost reimbursement

You do not need to stop charging in the meantime.

Home charging reimbursements are paid monthly.

We calculate all eligible home charging sessions for a calendar month and pay the reimbursement towards the end of the following month.

There are several possible reasons for this:

• Your charger was temporarily offline. Your sessions may reach our system later and therefore be included in a subsequent reimbursement. For example, a session from July may be included in a September payment.
• You have a dynamic energy tariff. In that case, the reimbursement per kWh depends on the market price at the time of charging.
• Your rate had not yet been approved. Sessions that took place before approval are not reimbursed.

If the amount still appears incorrect, email us with your name and the period concerned, and we will investigate.

Update your electricity tariff in the app under:

Profile > Home charging > Energy tariffs

A new or changed tariff must also be reviewed and approved.

Your new tariff takes effect once it has been approved.

Until then, your previously approved tariff remains in effect.

Yes, but those charging sessions will not be included in your business reimbursement.

Only charging sessions made using your recognised business charging key fob or charging card are automatically linked to your reimbursement.

Switch off your charger, wait approximately ten seconds and then switch it back on.

This often resolves temporary communication issues.

If the problem continues, email us at support@wattiqo.nl.

Charging sessions stored locally by the charger should be uploaded when connectivity is restored.

As long as your rate or bank account details are incomplete, we may send you a reminder following a home charging session.

We send these reminders no more than once per week.

Once the missing details have been entered, the reminders will stop automatically.

Your employer can access the information needed to verify and process your business charging reimbursements.

This includes:

• charging sessions made using your business charging card;
• the town or city;
• your approved energy rate;
• the amount of energy charged;
• the reimbursement amount per month.

Your home address and bank account details are not visible to your employer.

Charging sessions made using a private charging card are not visible to your employer either.

Email us as soon as possible at support@wattiqo.nl.

We will block the charging card to prevent unauthorised use and let you know how to request a replacement.

The email will explain why your charging card was blocked.

In some situations, a charging card may be blocked as a precaution, for example if unusual activity is detected.

If you do not know why your card has been blocked, or if you would like to use the card again, email us at support@wattiqo.nl.

We will investigate the issue and help you restore access where appropriate.

We will email you when the block has been removed.

We do not normally issue additional charging cards.

You can charge using your existing charging key fob or card, or through the Wattiqo app.

If your charging card has been lost, damaged or no longer works, email us at support@wattiqo.nl and we will arrange a replacement.

You will receive an email once the replacement card has been sent.

When you register, you agree to Wattiqo’s general terms and conditions and user agreement.

A copy is attached to the email you receive once your registration has been completed.

Email us at support@wattiqo.nl.

Please include your name and, if your question concerns a charging session:

• the date;
• the approximate time;
• the location.

This will help us assist you more quickly.

If you prefer to speak to us, you can call us on 088-8288420.