FAQ
What are the charging services of TotalEnergies?
TotalEnergies gives you access to a vast network of over 60,000 charging points across Europe
How do I sign up?
Download TotalEnergies Charge Europe on Apple App Store or Google Play Store and follow the steps to create an account.
Do I need to have an account to access the services?
You can charge your electric vehicle without an account. However we recommend creating an account so you won't have to enter your payment details each time you use our charging services. It also enables you to track past transactions.
What are the benefits of a subscription?
Some of the benefits include:
- Preferential charging rates
- Not needing to re-enter your payment details for every new charging session
- View your charging history
- Book a charge point in advance to avoid disappointment
How to subscribe?
First, create an account on the mobile application TotalEnergies Charge Europe or website chargingservices.totalenergies.com.
Next, select "Subscriptions & Offers" in the main menu and choose your preferred subscription plan.
Finally, you will receive a confirmation email and your membership will be mailed to your shipping address within a few days.
Next, select "Subscriptions & Offers" in the main menu and choose your preferred subscription plan.
Finally, you will receive a confirmation email and your membership will be mailed to your shipping address within a few days.
Can I use my subscription before having receiving my membership card?
You will need your membership card in order to access your subscription benefits.
If you require immediate use of the charging network, you can still make ad-hoc charging sessions without a subscription by using our Pay As You Go (PAYG) offer.
If you require immediate use of the charging network, you can still make ad-hoc charging sessions without a subscription by using our Pay As You Go (PAYG) offer.
I would like to change or cancel my subscription.
You can simply cancel a subscription from the ‘My subscriptions’ section, by clicking on ‘Cancel’ and following the instructions on the screen.
You can also contact our Customer Service (24/7) to modify or cancel a subscription.
You can also contact our Customer Service (24/7) to modify or cancel a subscription.
I lost my membership card, what should i do?
Contact our Customer Service (24/7) to request for a new membership card. Your missing membership card will be blocked immediately to prevent any fraudulent usage.
Please note that a $10 fee will apply when issuing a new membership card.
Please note that a $10 fee will apply when issuing a new membership card.
Where can I use my "recarga eléctrica" card?
The "recarga eléctrica" card is compatible with all charging stations operated by TotalEnergies in public areas in Spain.
Where can I find TotalEnergies Charging Stations?
Locate our charging stations on the mobile application TotalEnergies Charge Europe or website chargingservices.totalenergies.com.
Are your charge points compatible with all electric vehicles?
Our charge points are compatible with vehicles with AC Type 2 and DC CCS sockets.
The charging station is not working
Please contact our customer service (24/7) for immediate technical assistance.
How long will it take to charge my EV?
The time to charge your EV depends on your vehicle model, power rating of your vehicle on-board charger and battery level before starting a charging session.
Please contact your vehicle manufacturer to find out more about your vehicle.
Please contact your vehicle manufacturer to find out more about your vehicle.
Can the outdoor chargers be used under wet weather conditions?
As electric vehicles have been designed to resist bad weather, it is therefore possible to recharge an electric vehicle during wet weather conditions.
How can I delete my account?
You can delete your account via the website application or mobile application by clicking on the "Delete your account" button in your account management page.
Your account will be deleted after we have verified that there are no outstanding payments. Do note that once your account is deleted, you will not be able to access your history and/or invoices anymore.
Your account will be deleted after we have verified that there are no outstanding payments. Do note that once your account is deleted, you will not be able to access your history and/or invoices anymore.
I didn't receive my confirmation e-mail
If you haven't received the confirmation e-mail, check your spam inbox.
How can I book charging station?
You will need an account and a subscription to enjoy this feature.
To book a charge point, you can do it via the mobile application or the website. Do note that your booking will be available for a specified period as indicated on the booking screen. Please note that no-show fees for booking will apply.
To start charging, tap your membership card on the charge point.
To book a charge point, you can do it via the mobile application or the website. Do note that your booking will be available for a specified period as indicated on the booking screen. Please note that no-show fees for booking will apply.
To start charging, tap your membership card on the charge point.
Why do you ask to fill NIF (Tax Identification Number)/NIE (Foreigner's Identity Number) code?
If you live in Spain, you must fill in your NIF or NIE code when you create your account. This information can be changed later in your profile.
I forgot my badge, how can I use the station?
Yes, you can still start a charging session by scanning the QR Code or from the mobile application. Do note that without your membership card, standard Pay As You Go (PAYG) rates will apply.
Why is my account suspended?
Your account may be suspended due to outstanding bill(s) and/or an expired bank card, or any other reasons stated in our Terms & Conditions.
For more information, please contact our Customer Service (24/7)
For more information, please contact our Customer Service (24/7)
I would like to update my personal and contact information.
Log into your account via the mobile application or website. Select "Account" and you will be able to update your information here.
What is pre-autorization?
Pre-authorization only applies to our Pay As You Go (PAYG) customers. Pre-authorization refers to a temporary hold or reservation placed on funds in a customer’s bank account. Pre-authorized funds do not leave the customer’s bank account, but these funds will not be available until the pre-authorization is complete.
Pre-authorization allows customers to use our services when the final value of the transaction is unknown. It is a common practice amongst services including fuel, car rentals, and hotels. It also protects service providers from potentially fraudulent transactions. For example, if a customer does not have adequate funds available to pay for a transaction in full.
Pre-authorization allows customers to use our services when the final value of the transaction is unknown. It is a common practice amongst services including fuel, car rentals, and hotels. It also protects service providers from potentially fraudulent transactions. For example, if a customer does not have adequate funds available to pay for a transaction in full.
Where can I find my payment receipt?
Log into your account via the mobile application or website. Select "History" for all your charging history at a glance. Or, select "Documents" then "Invoices" to view your transaction invoices.
Payment receipt is also sent to your email after completing a charging session. Please check your spam/junk mailbox if you did not receive it.
Payment receipt is also sent to your email after completing a charging session. Please check your spam/junk mailbox if you did not receive it.
How can I change my payment details?
Log into your account via the mobile application or website. Select "Account" then "Payment" and you will be able to update your information.
How does your pay as you go offer work?
The Pay As You Go (PAYG) option enables you to use TotalEnergies charge points immediately without subscribing. To start a PAYG charge, scan the QR code on the charge point or visit our station map on our website and select the charge point you want to use. You will simply need a valid debit/credit card and a mobile phone with internet access.
How can I find details about my current charging session?
Log into your account to view your on-going charging session on the home screen.
If you do not have an account, select "Charging Status" on the main menu on the mobile application or website. You will be prompted to enter your email address and a tracking number will be sent to you for you to view your on-going charging session.
If you do not have an account, select "Charging Status" on the main menu on the mobile application or website. You will be prompted to enter your email address and a tracking number will be sent to you for you to view your on-going charging session.
Can I park my EV without plugging in?
No, that is strictly prohibited. You will be penalized for impeding other customers from using charging services and liable for parking offence from the relevant parking enforcement authorities.
Is there a time limit to charge my car?
Some cities may decree restrictions.
According to the Sustainable Mobility Ordinance of the Madrid City Council, the maximum time of use of the charging station on public roads in the city of Madrid is limited to 1 hour.
According to the Sustainable Mobility Ordinance of the Madrid City Council, the maximum time of use of the charging station on public roads in the city of Madrid is limited to 1 hour.