## Billing

Q: I was charged twice for the same session.
A: A double charge can happen if 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 real session.
A: The system records the session start and end through cable plug/unplug events. In case of dispute, send evidence (charger screen photo, disconnection time). The team can access charger logs. A refund or credit is issued if the discrepancy is confirmed.

Q: I have a subscription but was charged the standard 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.

## Technical

Q: A charger displays "Out of order".
A: Report the charger ID through 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 is 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.

Q: The charger stopped before the end of my session.
A: If the session stops unexpectedly, the app sends a notification. If you were charged but the session was incomplete, contact support with the charger ID. A proportional refund or credit may be issued.

## App

Q: How do I activate Autocharge?
A: Autocharge is available from June 2026 on 50 kW chargers and above. To activate it: Profile -> Settings -> Autocharge -> Add a vehicle (ISO 15118 required).

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

## Access and parking

Q: The barrier did not open after my session.
A: Immediately contact the DRIVECO emergency number (available in the app under Support -> Emergencies). Do not leave the site. Note the charger ID and time.

## Mandatory escalation (outside FAQ)

- Questions about future deployments -> reply "we do not communicate on rollout schedules" and forward to Marketing if recurring
- Disputes above EUR 50 -> escalate to the support manager
- Electrical or safety incidents -> immediately escalate to technical management

Ticket ID | Date   | Driver message                                                                                                              | Channel
----------|--------|-----------------------------------------------------------------------------------------------------------------------------|----------
TKT-0881  | May 19 | "I was charged twice for my charging session on May 17 at Carrefour Massy. Amount: 2 x EUR 14.20. I want a refund."       | App
TKT-0882  | May 19 | "The charger at Leclerc Angouleme (ID B-2047) has displayed 'Out of order' for 3 days. It is the only fast charger nearby." | App
TKT-0883  | May 20 | "How do I activate Autocharge? I saw the ad but I cannot find the option in the app."                                      | Web chat
TKT-0884  | May 20 | "My session lasted 45 minutes but I was billed for 2 hours. I have photos of the charger screen."                          | EMayl
TKT-0885  | May 20 | "I have had a DRIVECO+ subscription for 6 months. This month I was charged the standard rate instead of the subscriber rate. Difference: EUR 8.40." | App
TKT-0886  | May 20 | "The charger at Geant Casino Rouen (ID B-1923) refused my bank card 3 times. My card works everywhere else."               | App
TKT-0887  | May 21 | "I charged for 1h30 but my car (Tesla Model 3) only gained 18% battery. Is that normal?"                                   | Web chat
TKT-0888  | May 21 | "I am stuck in the parking lot - the barrier did not open after my charging session. I am still there, waiting for 20 minutes." | Phone
TKT-0889  | May 21 | "Your app crashed in the middle of my session. I was charged but the charger stopped after 10 minutes."                    | App
TKT-0890  | May 21 | "I want to know whether DRIVECO plans to install chargers at Nantes Atlantis. I live nearby and there is nothing in my area." | EMayl