# Driver FAQ — DRIVECO
*→ Copy into Notion, page "Driver FAQ" (Support folder)*

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## Billing

**Q: I was charged twice for the same session.**
A: A duplicate charge can occur when there is a network error during payment. Contact support with the charger ID and date. The duplicate charge is refunded within 5 business days after verification.

**Q: The billed duration does not match my actual session.**
A: The system records the start and end of the session via the cable (plug/unplug). In case of dispute, send evidence (photo of the charger screen, disconnection time) — the team can access charger logs for verification. Refund or credit note if the discrepancy is confirmed.

**Q: I am a subscriber but was charged at the normal rate.**
A: Check that the subscription is active in the app (Profile → My subscription). If active, report it to support with the date and charger ID — the difference is refunded within 3 business days.

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## Technical

**Q: A charger displays "Out of order".**
A: Report the charger ID via the app or support. The technical team is alerted automatically. Standard intervention time: 24h on weekdays, 48h on weekends. For urgent outages (only charger in an area), target time: 4h.

**Q: My bank card was refused by the charger.**
A: Check that the card is enabled for contactless payments. Try another card or use the DRIVECO app. If the problem persists across several chargers, contact support — it may indicate a payment terminal issue.

**Q: The charger stopped before the end of my session.**
A: If the session stopped unexpectedly, the app sends a notification. If you were charged but the session was incomplete, contact support with the charger ID — credit note or refund proportional to the charged time.

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## App

**Q: How do I activate Autocharge?**
A: Autocharge is available from June 2026 on chargers of 50 kW and above. To activate: Profile → Settings → Autocharge → Add a vehicle (ISO 15118 required). Available only for Plug & Charge-compatible vehicles.

**Q: The app crashed during my session.**
A: The session continues independently of the app. Payment is recorded by the charger, not by the app. If the session stopped with the app, contact support with the charger ID.

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## Access and Parking

**Q: The barrier did not open after my session.**
A: Immediately contact the DRIVECO emergency number (available in the app, Support → Emergencies section). Support can contact the parking manager directly. Do not leave the site — note the charger ID and time.

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## Questions Not Answered in This FAQ (mandatory escalation)

- Questions about future deployments and site openings → answer "we do not communicate about the deployment schedule" and forward to Marketing if the question is recurring
- Disputes above EUR 50 → escalate to the support manager
- Electrical or safety incidents → escalate immediately to technical leadership