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How do I report an issue with my charging session?

Submit feedback about incorrect kWh or location data

Updated this week

Why is my data incorrect?

In the EEVEE-app you will find a list of charging sessions, based on your vehicle data. In some cases, the data we receive from the car manufacturer can be incorrect. This could lead to incorrect home charging reimbursements.

A few examples of data inaccuracy can be:

  • 0 kWh registered

  • Wrong kWh registered

  • Wrong location registered

  • Charging session not registered at all

How to report feedback?

You can report incorrect charging data by following these steps:

  • Go to the History

  • Tap the charging session to show the details

  • Scroll to the bottom and tap "Report incorrect data"

  • A web form will open and give a few options to report:

    • Incorrect kWh value -> You should enter the correct amount charged

    • Incorrect location -> You should enter the expected address

    • Session did not exist

  • You can optionally add a comment or file for proof.

  • If you follow the instructions in the form, we will review your feedback.

  • Once accepted, we will correct the data and reimburse you for the missed data or ask for a reimbursement (if you received too much money).

Tip: if you are not sure about the kWh amount (energy charged), you can also enter the state of charge percentage of the battery in the comment section. We will try to estimate the amount of energy charged using this data.

How do I submit proof?

In order for us to validate your feedback, we ask you to provide proof. This can be:

  • A comment to describe the expected result

  • The source of your kWh value: e.g. if we registered a session of 10.05 kWh but you expect a value of 30.14 kWh, please let us know where you got this value from. This can be another measuring system like your vehicle app, the charging station, a connected wall socket, or another proof.

  • You can upload a file (PNG, JPEG, HEIC or PDF) to show this proof. This could be a screenshot or export of the measuring system. This proof is not required but will help us to validate and approve your feedback. Without it, we may need to ask other proof to verify your feedback.

Any other questions?

Don't hesitate to contact us via the chat option in the app.

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