We know that big changes bring many questions, so we’ve put together a comprehensive article to answer the most common ones.
Where can I download the ejoin GO mobile app?
You can download our new ejoin GO app on Google Play and the App Store.
How do I sign up?
Visit portal.smartfuelpass.com or click the Register button in the top right corner at go.ejoin.eu. Select Register and follow the instructions. You can also register in the ejoin GO app.
What is a client contract and why do I need to create one?
By registering, you have created a financial account to which you associate the client contract needed to use the integrated services – i.e. to charge your electric vehicles.
What is KYC and why do you need personal data from me, such as my ID card?
You may have come across the name KYC Verification when filling in your personal details. This is a necessary process for opening a financial account, which we use to verify the authenticity of the details you have entered. For this reason, you are also required to enter your ID number. The verification process is fully automatic.
I want an RFID card, how do I get one?
We do not normally issue an RFID card to new customers after registration. If you are interested in an RFID card, you can request one by sending an email to go@ejoin.eu, stating your first name, last name and the email address you provided when you registered, as well as the address to which you would like us to send the RFID card. The fee for issuing the card is 6 euros.
I want to change my personal account to a company account, is this possible?
You need to create a client contract for the company. If you are already registered as a natural person and you are also the managing director of a company (alone or the managing directors can act separately), you only need to create another client contract with your company details.
How do I pay for charging?
Payments are immediate, with no monthly billing required. As soon as charging is complete, you are billed for the volume of kWh charged based on the tariff that is applicable to the selected charging point.
Charging statements together with billing are automatically generated every two weeks. They can be downloaded by logging into the portal.smartfuelpass.com web interface. Once logged in, select your client contract and select Billing on the left.
Why do I need to top up my ejoin GO account to charge?
As payments are instant, you need to transfer money to your account in the ejoin GO app. However, the money is always in your hands.
How do I transfer money to my ejoin GO account?
You can transfer money simply by clicking Deposit to Account in the mobile app via a payment gateway (with instant transfer) or via SEPA payment (usually within 1 business day, unless you are sending money from an instant payment-enabled bank account).
I have an account in euros, can I charge in the Czech Republic / I have an account in Czech crowns, can I charge in Slovakia?
Yes, you can also charge at stations that have a tariff in another currency. The charging amount will be automatically converted at the exchange rate of the payment institution Ultima Payments a.s.
Can I pay by invoice? If not, why not?
Payment by invoice is not possible. An important point of the new modus operandi is the direct integration of the payment system into the EV charging platform, which not only eliminates unnecessary fees for processing payments via (for example) payment terminals, but also high roaming fees.
You can already charge at the first charging stations of other charging station operators without extra charges. We plan to gradually expand the list to other charging network operators.
What is Smart Fuel Pass or Ultima Payments?
Smart Fuel Pass is a unique platform (not only) for EV charging that offers comprehensive management functions for the ordinary user, fleet companies and charging station operators with an integrated payment system.
Any charging station operator can simply register and add their charging stations themselves to a single system with hundreds of charging points and thousands of customers. The operator of the Smart Fuel Pass system is ejoin s.r.o. as the charging station manufacturer and Ultima Payments a.s. as the payment institution that provides payment services for the Smart Fuel Pass platform.
Why do I have to enter the amount I want to charge before each charge?
In the current version of the app, you need to enter the amount you want to charge for before each charge. However, this amount is only the amount of the reservation, or the maximum amount for which the transaction will take place.
The actual cost of the charge is billed when the charge is completed based on the tariff associated with the selected charge point, and the remaining amount is immediately released.
In the future, we are preparing a feature with a default booking amount that you will be able to set easily in the app.
When starting charging, I entered a reservation amount of, for example, 10 euros. The price for 1 kWh is 0.20 cents, what happens if I charge more than 50 kWh?
After charging 50 kWh, the charging will automatically stop as the reservation amount has been reached. We therefore recommend that you always enter a higher amount to avoid unwanted termination of charging.
I was registered with you before the launch of the mobile app and I also have an RFID card, can I continue to use it?
If you have received an invitation to join the app, your details will be recorded in the new system together with the RFID card number of the ejoin GO card associated with your account. Pairing the charge card with your new account takes approximately 24 hours after you receive the successful registration email.
You can check the card assignment by logging into the web interface and clicking on Drivers under your client contract. Then, by clicking on the “magnifying glass” icon under Available Actions, you will see your RFID card number along with information about its validity and the option to block it.
If you haven’t received the invitation yet, you can still use the mobile app by creating a new registration by following the instructions in the app / via the web interface. If you want us to pair your RFID card with your new account in the future, after we have finished migrating all your data, please register under the email address you provided when you originally registered with ejoin. You will be notified of the successful data migration by an invitation to the application. Until this point, you can operate in “hybrid” mode. Charges to the card will be invoiced, charges via the mobile app are billed immediately.
I see charging locations marked as private on the map, what does that mean?
Charging stations marked as “private” or “private” are visible on the map, but they are not publicly available. However, such locations may have a note with the contact details of the owner of the charging station, with whom you can arrange for emergency use.
I checked with my RFID card, why do I see a 30 euro reservation on the app?
After authentication with RFID, the automatic reservation is 30 euros. Immediately after the charging is completed, a billing will take place based on the tariff assigned to the selected connector and the remaining amount will be released to you. When charging via the ejoin GO mobile app, you can select the reservation amount before each charge.
I want to charge with an RFID card, but the card is not authorized. Why?
To charge with RFID, you need to have enough funds in your account to make a reservation. The reservation amount when authenticated with an RFID card is 30 euros.
Please also check in the web interface at portal.smartfuelpass.com under your client contract in the Drivers section, by clicking on the “magnifying glass” in the Available Actions section, that you have the correct RFID card assigned to your account. If the card is assigned correctly and you have sufficient funds in your account, contact our hotline or email info@ejoin.eu.
I want to edit my personal information, is it possible?
Yeah. After logging in to the web interface, click on My Profile in the top right and add or edit the necessary information.
I want to change my password
You can change your password by logging into the web interface and clicking on My Profile in the top right. On the right you can see the option to change your password.
If you have not found the answer to your question, please contact us on Facebook, Instagram or email us at info@ejoin.eu.
Have a great time charging!
The ejoin GO team
