{"id":3932,"date":"2023-07-10T11:17:58","date_gmt":"2023-07-10T09:17:58","guid":{"rendered":"https:\/\/eranovum.energy\/?page_id=3932"},"modified":"2025-06-18T09:37:41","modified_gmt":"2025-06-18T08:37:41","slug":"faq-en","status":"publish","type":"page","link":"https:\/\/eranovum.energy\/en\/faq-en\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t
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FAQ<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Technical<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I know where I can charge according to the characteristics of my car?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

In the Eranovum app you should check that the type of connector available at the charging point corresponds to that of your vehicle.<\/p>

Normally, the latest generation of electric cars are compatible with Type 2 and CCS-Combo connectors, both of which are available at all our charging stations. Plug-in hybrids are generally only compatible with the Type 2 connector, for slow charging on alternating current (AC). Older generation vehicles with CHAdeMO DC connectors are available at some of our charging stations.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow can I unhook the hose?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Some chargers have a lock on the top of the hose holder. In order to start using it, it is necessary to press the button on the hose holder.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow long does a charge last?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

The duration of a recharge depends on the vehicle’s battery, the energy it is capable of storing, and the power at which it is recharged. If you divide the capacity of your car’s battery by the charging power, you can find out approximately how long your recharge will last. You can also see all this information on our display chargers.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tDo I need to bring my own cable, how many metres long?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

High-power (DC) chargers with CCS-Combo connectors always have a cable, while low-power (AC) chargers with Type 2 connectors sometimes do not. In our application you can see whether the charger connector has a cable or not, depending on the icon.<\/p>

To use a charger with an AC socket without a cable, you will need to use your own, which you will need to plug into both the vehicle’s charging socket and the charger’s socket. A 3 metre cable is usually sufficient.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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User and App<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I find charging stations?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

We have an app available for iOS and Android that shows all our charging points, both those in operation and those under installation.<\/p>

\u00a0\"\"<\/a><\/p>

\u00a1Download the Eranovum App!<\/strong><\/span><\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Yes, in order to use our chargers you need to be registered in our app. Register on Android<\/a> or iOS<\/a>.<\/strong><\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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To activate your account you have to register through our app and, after including a bank card, you will be ready to charge. Download it here: <\/span>eranovum.energy\/es\/app-es\/<\/a><\/strong><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI have forgotten my password, how can I recover it?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

If you don’t remember your password, when you go to log in, click on the link with the text: “Forgot your password?” and we will send you a new one to your e-mail address.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I know which point to choose in the app when there are several in the same location?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

The parking spaces for charging are numbered. You must park your car in the space with the same number as the charger you have chosen in the app and use that cable.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhy does the app show an unavailable point?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

If a charger appears in the app as “Coming soon” it means that it is a new location that is not available for use at the moment. However, if the text “Unavailable” appears in the app, it is because there is an incident at that location and therefore you will not be able to charge. In either case you will have to find a new location where you can upload.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow long can I stay at a charging point?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

You can stay as long as the session lasts, but remember that you must leave the space as soon as your car has completed charging so that another user can use it avoiding possible penalties indicated in our tariffs.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Incidents<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow can I report an incident?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

If you have any problems you can contact us on (+34) 910 880 879<\/a><\/strong>\u00a0or by email at atencion-cliente@eranovum.energy<\/strong><\/a>.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Fees and payments<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow much does a charge cost?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

You can find our tariffs for the different charger powers ratings at Our Tariffs.<\/strong><\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tMy payment method has been refused, what should I do?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Check that you have a good connection and force the app to close, then try linking your payment method again. If it still doesn’t work, you can call us on (+34) 910 880 879<\/a><\/strong><\/p>

In addition, you should check with your bank that you have enabled the ability to make a retention of \u20ac30 for the duration of the top-up.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhy do I get a charge on my account that does not correspond to my top-up?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

When initiating a top-up, Eranovum requests a pre-authorisation from your bank of \u20ac30 on your credit\/debit card. Once the top-up is completed, the amount of the top-up is charged and the bank will lift the \u20ac30 hold on the pre-authorisation. This can take up to 48 hours, depending on the bank.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I request an invoice?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Once the charging is completed, you can request and download the invoice directly from the app by clicking the “Request invoice” button.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tWhat do I do if I start charging with my mobile phone and run out of battery?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Charging could be stopped by unlocking the charging port from the vehicle itself. By doing so, we will register the end of the recharge and the charger will be available for the next user.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI can\u2019t stop the charging, what should I do?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Remember that to stop charging you have to slide the button marked “Stop Charging”. If this is not possible due to an incident, you can stop charging by unlocking the charging port of your own vehicle. For more information, do not hesitate to contact us by phone at (+34) 910 880 879<\/a><\/strong>, by email at atencion-cliente@eranovum.energy<\/strong><\/a> or by chat in the app.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tAre there penalties for not removing the vehicle once the charging is completed?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, there are penalties for keeping the parking spot occupied after the charging is finished, as indicated in Our Tariffs: eranovum.energy\/en\/our-tariffs\/<\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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