When you experience issues with activating your D'Ieteren Energy by Mbrella pass, you should follow these steps:
Make sure you followed these steps once your physical card has been delivered at your home
Download and open the D'Ieteren Energy by Mbrella app
You click on the three stripes in the right upper corner
You click on "charging passes"
You click on the green plus sign in the right upper corner
You enter your charging pass code
You click on "confirm charging pass"
Check the app
Ensure you're using the latest version of the D'Ieteren Energy by Mbrella app.
Verify that you can see the "+" button to add an extra pass in the app. If not, contact support (see step 5) as this feature may need to be enabled for your account.
Verify account status
Check if your D'Ieteren Energy by Mbrella benefit is activated in your Mobility hub. If it's in a "pending" state, contact customer support (see step 5) to ensure it's properly activated.
Payment method
Make sure you have added a valid payment method to your account. A "linked" status may indicate that a pass is assigned to your profile but lacks a payment method.
Contact support
Via the in-app chat
Via mail: charge.support@mbrella.eu
💡 When contacting support, provide details about the specific error you're encountering and any steps you've already taken to troubleshoot the issue. The support team can access detailed information about your pass status and any errors, which will help them resolve the problem more quickly.