Charging sessions can be started either via App or charging card. Depending on which method is used, you may need to secure one or the other or both.
Charging Card

If you lost your charging card, any third person had access to it, or you notice any unauthorized activity in your account which might be related to charging card usage, please follow these steps:

1. Block your charging card: To prevent unauthorized charging via charging card, order a replacement card — this will block the old card.

2. Contact our Customer Service in case you need support.

3. File a police report. We recommend reporting unauthorized activity to the police. We will fully cooperate in any law enforcement investigations.

App / Remote-Start-Stop
If you notice any unauthorized activity in your account not related to the charging card, please follow these steps:

1. Change your password immediately. If you can no longer access your account, use the “Forgot password” function to reset it.

2. Be aware: Active logins may still allow criminals to use your account even after a password change.
   To prevent further unauthorized usage, block your payment method if possible.

3. Contact Customer Service if you are unable to block your payment method or need additional assistance. Our team can temporarily lock your account and revoke all active sessions.

4. File a police report. We recommend reporting unauthorized activity to the police. We will fully cooperate in any law enforcement investigations.

If you need help, please contact our Customer Service team directly.