I have an EVBox finance-related question

Here are commonly asked questions regarding financial matters with your subscription to EVBox—from invoicing to reimbursement.

Here are commonly asked questions regarding financial matters with your subscription to EVBox. Click on any question to read more.

  1. I received an invoice for transactions on my own charging station. Why is this?
  2. I want my reimbursement to be credited privately/on a different entity.
  3. Why do I have to pay a subscription for my (own) charging station?
  4. I want to make changes in the details of my invoice.
  5. I want to cancel my subscription.
  6. I expected to pay €4 per month for my charging station, now I receive an invoice for €48 ex. VAT?
  7. I received an email about a direct debit from Facturis. Is this from your company?
  8. I received an email about a direct debit from Facturis. However, I have an account only for reimbursement from my employer. Why do I receive this?
  9. I received a payment reminder. Where can I find the original invoices?
  10. I still haven’t received a payout of my credit invoice.
  11. Where can I find my contract with EVBox?
  12. Why do I receive 2 invoices for the same period instead of 1?
  13. I never paid for a subscription of my charging station and now I receive an invoice for subscription costs. Why do I have to pay this?

 


 

1. I received an invoice for transactions on my own charging station. Why is this?

At the moment there is a tariff on the charging station set by the owner of the charging station. Therefore, we invoice the transaction to the charge card owner and reimburse these costs to the charging station owner.

Need help with changes these settings in BackOffice? Please call our Support Desk 088 77 55 450.

 


 

2. I want my reimbursement to be credited privately/on a different entity.

That’s possible! You can do this yourself if you are the administrator of this charging station. You can do this as followed:

  1. Log into BackOffice.
  2. Go to Options > Contract Management
  3. Open your account below by clicking on the + sign.
  4. Click on your charging station (EVB-P….)
  5. Credit to: Click on ‘configure’ and fill in your personal information including the Back-account number you want to receive the reimbursement on.

If you have no access to BackOffice, please contact the administrator within your company. If you have questions about this or need assistance, please call our Support Desk 088 77 55 450.

 


 

3. Why do I have to pay a subscription for my (own) charging station?

If you received an invoice for your charging station, it means you own a Smart charging station. This smart charging station is equipped with a modem (and with a simcard) to have a connection with our Backend. Therefor it allows to do a charge card verification based on the settings in the backend controlled by the owner of the charging station. During the sales process it has been communicated that with these charging stations a subscription is required.

You can have a subscription from 4 euro per month (single charging station), we invoice this fee once a year. In return you get the following:

  • Charge card verification based on the requirements of the charging station owner, i.e. allow public charging
  • Send invoice to users of your charging station, or set a reimbursement, EVBox collects and pays out.
  • Your charging station has a 24/7 connection with our backend and you as an owner can access this also 24/7.
  • You can reach us 24/7 in case you have a malfunction or a question about the backend.
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    4. I want to make changes in the details of my invoice.

    You can do this yourself if you are the administrator of this charging station. You can do this as followed:

    1. Log into BackOffice.
    2. Go to Options > Contract Management
    3. Click on your account name, a field with your information will pop-up. Here you can make the changes.
    4. Once your done click on Save. Please check if you have filled in all mandatory fields. The mandatory fields are marked with a sign: *
    5. If needed you can download the invoice on the same page (contract management) with the new settings.

    If you have no access to BackOffice, please contact the administrator within your company. If you have questions about this or need assistance, please call our Support Desk 088 77 55 450.

     


     

    5. I want to cancel my subscription.

    You can do this by filling in the form on our website: learn/support.

    Please fill in the ID’s you want to cancel, preferably with your customer-number. You can find your customer-number on your invoice.

    For Business Customer we have a two-months’ notice and an automatic yearly renewal.

    For Consumers you can stop your contract monthly after the first year.

    See our terms and conditions for the details: general-terms-conditions

     


     

    6. I expected to pay €4 per month for my charging station, now I receive an invoice for €48 ex. VAT?

    A home subscription for a single connector is indeed €4 per month. However we invoice this amount once a year. Please check the second page of the invoice for the details. Here you can find for what period you have paid the subscription.

     


     

    7. I received an email about a direct debit from Facturis. Is this from your company?

    This email is sent by Facturis on our behalf. This isn’t spam. If you want to set up the direct debet please follow the steps in the email.

     


     

    8. I received an email about a direct debit from Facturis. However, I have an account only for reimbursement from my employer. Why do I receive this?

    This email is sent by Facturis on our behalf. If you only receive credit notes on this account, you can ignore this email.

     


     

    9. I received a payment reminder. Where can I find the original invoices?

    You can find all invoices in the BackOffice. This is how you can find it:

    1. Log in to the BackOffice.
    2. Go to Options > Contract Management
    3. Open your account below by clicking on the + sign.
    4. Under the header ‘invoices’ you can find all invoices related to this customer number.

    If you have no access to BackOffice, please contact the administrator within your company. If you have questions about this or need assistance, please call our Support Desk 088 77 55 450.

     


     

    10. I still haven’t received a payout of my credit invoice.

    We pay out all credit notes in 30 days. If the 30 days are exceeded, please contact our Finance Support: 088 77 55 499

     


     

    11. Where can I find my contract with EVBox?

    There is no physical contract. When you create an account an choosing your subscription you have to agree with our terms and conditions. The length of your contract you can find on your invoice which is one-year standard. See our terms and conditions for the details: general-terms-conditions

     


     

    12. Why do I receive 2 invoices for the same period instead of 1?

    We split the invoices for the costs of the charge card (subscriptions and roaming costs) with the costs for the charging station (separate subscriptions and reimbursements).

     


     

    13. I never paid for a subscription of my charging station and now I receive an invoice for subscription costs. Why do I have to pay this?

    A few years we had a promotion where the subscription on your charging station was free for the first three months. Therefor it was possible to activate your charging station with choosing a subscription. Unfortunately, a lot of users haven’t received the reminder after three months that they needed to select one the subscriptions in order to keep the charging station active and online.

    Now we are clearing up these charging stations without active subscriptions and informing the users that they need to select a subscription in order to have the charging station work online.

    We invoice the subscription once a year. In return you get the following:

    • Charge card verification based on the requirements of the charging station owner, i.e. allow public charging
    • Send invoice to users of your charging station, or set a reimbursement, EVBox collects and pays out.
    • Your charging station has a 24/7 connection with our backend and you as an owner can access this also 24/7.
    • You can reach us 24/7 in case you have a malfunction or a question about the backend.

    If you have any more questions about EVBox financial matters, please get in touch with us! We’re always happy to help.

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