Do you want to charge your vehicle, but your business Q8 electric charging card is not accepted? That’s frustrating, especially when you’re on the road. Fortunately, the problem is not always with your charging card. Go through the steps below one by one to find out what is going on.

Step 1: Check the charging station

First, take a look at the charging station itself. Sometimes your Q8 charging card works correctly, but there is a technical problem with the charging station.

Therefore, check the following:

• Does the charging station have power?
• Is the screen active or are the indicators lit?
• Is another charging station available? If possible, try your charging card there.

Does the charging station appear to have no power or connection? Then call the phone number shown on the charging station. This will put you directly in touch with the charging station operator.

Step 2: Try starting your charging session through the app

Does the charging station appear to be working correctly, but your charging card is not accepted? Then try starting your charging session through the Q8 app (as a private customer*) or the Q8 electric business app (as a business customer**).

Mobile charging is not available at all charging points, but in some cases it can be a useful alternative when your charging card is not read.

*Your Q8 charging card starts with Q8E...

**Your Q8 charging card starts with Q8C...

Step 3: Check your charging card and account

Are you a business customer and a fleet manager, or do you have access to the customer portal? Then check whether there is a problem with the Q8 charging card or the account. Can’t you log in? Then click here for the steps to follow. Check:

• whether the charging card is blocked
• whether it has been blocked due to unpaid invoices

Are you a private customer? Then check whether there is a problem with the Q8 charging card or your account through the Q8 app.

Step 4: Check your charging card for damage

Is everything working correctly, but your Q8 charging card is still not recognized? Then also check the Q8 charging card itself. In exceptional cases, a charging card may become damaged.

For example, look for:

• visible damage
• a severely bent card
• exposure to strong magnetic fields

Are you a business customer and do you think your Q8 charging card is defective? Then request a new card through the customer portal. Important: always block your old Q8 charging card before requesting a new one.

Are you a private customer and do you think your Q8 charging card is defective? Then request a new card through the Q8 app. Important: always block your old Q8 charging card before requesting a new one.

Still having problems?

Have you gone through all the steps above and is your Q8 electric charging card still not working? Then contact us. We’ll be happy to help you further.

• Call us at 03 241 37 30
• Send an email to ev@q8.com (for business customers) and help@electric.be (for private customers)

If possible, have the following information ready:

• your charging card number;
• the charging point where you are trying to charge;
• the time when you tried to charge;
• any error message shown on the screen.

With this information, we can investigate the problem more quickly and provide you with more targeted assistance.