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Frequently Asked Questions
Here you'll find answers to common questions about charging with Qwello, suggesting locations for public charging stations, our charging solutions for businesses, and working with cities and municipalities.
Charging as a driver
Want to charge your vehicle and have questions about the charging process, payment, or using a Qwello charging station? Here you'll find answers to the most common questions about charging with Qwello.
If you use the Qwello App, you can start your charging session through the app and pay with your saved payment method.
Alternatively, you can use the app or charging card of an e-mobility provider, as long as it supports Qwello through a roaming network. In that case, your e-mobility provider's terms apply and billing continues to run through them.
You can also pay directly with Qwello without registering. Depending on the charging station, contactless payment options such as credit or debit card, Apple Pay, or Google Pay are available, along with an online payment option via QR code. The available payment options and the applicable price are shown to you before the charging session starts.
Yes. At many Qwello charging stations, you can charge without a charging card and without registering by using an available ad hoc payment method.
Follow the instructions on the charging station. Depending on the station, you can start the charging session by scanning a QR code or using a contactless payment method.
You can request your Qwello card directly through the Qwello app. You'll need an existing Qwello account to do this. The card is free and will be posted to your address within 2–3 working days.
If you start a charging session using a contactless payment method, a temporary pre-authorisation may be placed on your account before the charging session begins.
This isn't always the final amount. Once the charging session ends, the actual charging price is calculated and the remaining reserved amount is released by your bank or payment provider.
If you paid using a contactless payment method, open your bank account and go to the transaction details for the relevant payment. In the transaction details, you should see “qwo.bz” followed by a 6-digit code.
Enter this code along with the date of the transaction on the following page:
https://qwello.de/de/invoice
Then click “Retrieve receipt”.
Sometimes the bank shortens the code, which can make it invalid. If this happens, please contact customer support with the charging station's location, the date, and the approximate time of your charging session.
If you charged using the Qwello App, open the app menu and go to “History”. Under “Sessions”, select the charging session you want to download the receipt for. Then click “Share receipt” and choose how you'd like to view or save it. Every receipt is also emailed to you.
First check that the cable is properly connected to your vehicle and the charging station.
Disconnect the cable at both ends and reconnect it firmly. If you're using your own cable, check the connection at both the charging station and your vehicle.
If you're using a charging card, hold it against the card reader for a few seconds. You can also try locking and unlocking your vehicle before starting again.
If the station shows an error or the charging session still won't start, contact our 24/7 support using the contact details shown on the charging station.
End the charging session the same way you started it.
If you started with a charging card, hold the same card against the reader again. If that doesn't work, unlock your vehicle, disconnect the cable from your vehicle first, and then remove or place the cable at the charging station.
The charging session usually ends automatically once the cable is disconnected
If that doesn't work, reconnect the cable to your vehicle, lock and unlock your vehicle, and try again. Always disconnect the cable from your vehicle first before removing it from the charging station.
If the cable is still stuck, contact our 24/7 support using the number shown on the charging station.
The status light shows the current state of the charging station.
- Green means the station is available and ready to use.
- Yellow means the station is reserved or temporarily unavailable.
- Blue means a charging session is in progress.
- Red means the station is undergoing maintenance, blocked, or unavailable.
In most cases, the charging station's display also shows instructions or status information.
Access may vary at locations such as car parks, business premises, or private areas, where local opening hours or access rules may apply.
Some Qwello stations may also have a tethered cable. Please follow the instructions on the charging station.
Open the app, select the Qwello charging station you want, tap “Reserve” and confirm. You need to be logged into your Qwello account to make a reservation.
Reservations are only available for selected Qwello charging stations. The reservation is held for 15 minutes.
Charging speed can depend on several factors, including your vehicle's maximum charging capacity, the cable used, the battery's charge level, battery temperature, and the power available at the site.
When multiple charge points are in use, power may be distributed among the connected vehicles through load management. This helps make efficient use of the available grid capacity.
Please only park at a charging station while charging, and move your vehicle once the charging session is complete so the charge point is available for the next driver.
Always follow the instructions on the charging station and make sure the cable is securely connected.
For businesses
Do you have questions about charging solutions for your business? Here, we explain how Qwello supports business locations with scalable charging infrastructure tailored to demand.
Qwello offers scalable charging solutions tailored to demand, with multiple charge points per site.
The right configuration depends on the site, expected usage, dwell time, available grid capacity, and the business's requirements. Qwello handles the design, installation, and subsequent operation of the charging infrastructure.
Yes. Charging stations can be configured for semi-public or public use.
Together, we define the access model that best fits the site, the intended user groups, and the business's goals.
Under the Qwello operator model, Qwello invests in the charging infrastructure and takes on its operation. This means no investment cost for the business.
The exact model depends on the site, expected usage, technical requirements, and the commercial agreement.
Qwello is responsible for the operation, management, and maintenance of the charging stations, as well as support.
This means businesses don't need to handle technical operation, payment processing, or fault resolution themselves.
Depending on the configuration chosen, the charging stations can be used by employees, visitors, customers, or external EV drivers.
Charging can usually be started with a charging card or, where available, by ad hoc payment, for example via QR code or contactless payment. Businesses don't need to manage payments or charging cards themselves.
Qwello uses smart load management to efficiently distribute the available power across multiple charge points.
This helps make better use of existing grid capacity and can reduce the need for immediate grid reinforcement.
Yes. Qwello's charging solutions are modular and scalable.
Additional charge points can be added as demand grows, depending on the technical configuration and the capacity available at the site.
For cities and municipalities
From planning and installation to operation, maintenance, and future expansion: here you'll find answers to common questions about working with Qwello on public charging infrastructure.
Qwello supports cities and municipalities with the planning, installation, operation, and maintenance of public charging infrastructure.
Depending on the partnership model, Qwello can support the entire process – from site assessment and installation to long-term operation, customer support, and maintenance.
Qwello uses its own reliable IT systems, remote monitoring, regular maintenance, and modular component replacement to keep charging stations operational, safe, and efficient.
Customer support is available 24/7/365 to help drivers with charging, payment, and technical issues.
Public charging infrastructure helps make e-mobility more accessible for residents, commuters, visitors, and businesses.
It can also support local climate and mobility goals, improve the city's mobility offering, strengthen the municipality's image, and meet growing demand for publicly accessible charging.
Under the self-financed operator model, Qwello invests in the public charging infrastructure and takes on planning, installation, operation, maintenance, and customer support. This means no investment cost for the city or municipality for the charging infrastructure.
Funding options vary depending on the funding programme and project model.
For charging infrastructure in public spaces, any available funding is generally applied for by the operator of the charging infrastructure as the investor. Under the self-financed operator model, Qwello takes on the investment and, where applicable, the funding application as well. For charging infrastructure on municipal property, for example in a town hall car park, funding eligibility and the application process may be handled differently depending on the project and financing model.
Public charging infrastructure refers to charging stations that are accessible to the general public, for example on residential streets, public car parks, retail locations, public buildings, and other everyday destinations. What matters is public accessibility – not whether the charging station is on public or private land. Charging stations on private land can also count as publicly accessible if they can, in principle, be used by the general public.
Public charging infrastructure makes it possible to charge away from home and is especially important for people who don't have their own charging facility at home.
The right configuration depends on local demand, available space, grid capacity, and parking behaviour.
Qwello also takes into account the distribution of charging infrastructure across the city and the suitability of each site for publicly accessible use.
This allows the available grid connection capacity to be used according to demand and can help avoid or reduce the need for additional grid reinforcement.
Remote monitoring allows faults to be identified early. Our own technical teams and local service partners provide on-site support when needed. Clearly defined response and fault-clearance times apply.
The city or municipality remains a close partner in the further rollout of charging infrastructure. Qwello can provide usage data and operational insights, which are evaluated, for example, as part of regular reports and used as a basis for future planning and demand-driven expansion of the charging infrastructure.
The exact process is set out contractually with the city or municipality to ensure an orderly continuation or transition.
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Do you still have questions?
If you can't find the answer you're looking for, please get in touch with us. We're happy to help.