Have a question? Freshmile has the answer

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Online map

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Do you publish a real-time map of charging stations ?
You can check the map at StartLinkhref=https://charge.freshmile.com/mapCutLinkfreshmilecharge.comEndLink. You will see the charging stations’ real-time status (available, busy, out of order, in maintenance)
Is the real-time status reliable?
Yes. The map displays the last known status of charging stations. Information is updated on servers in real-time. For technical reasons, information pertaining to defaults may be delayed by a couple of minutes.
I saw comments on Internet that a charging station is out of order. Can I trust this?
No. Only the real-time map freshmilecharge.com gives you accurate information on charging stations: available, busy, out of order, in maintenance.
Why do charging points change from red to green status, whereas there hasn’t been any repair carried out on site?
Charging stations appear red mostly when they lose the Internet connection. When the connection is re-established and that the server has re-checked that the station works correctly, its status automatically switches back to green (available).
Can I book a charging point in advance?
Freshmile offers a simple and reliable user experience to book charging stations without blocking them in useless way. The booking (reservation) option is available on some networks. A “reservation” tab is displayed on the charging point page when the feature is available on the charging point.

How to charge

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How to start charging?
If you have a Freshmile RFID card or keyfob, swipe it on the charging station. If you have no Freshmile card, you can use the Freshmile mobile app or directly scan the QR code shown on station with any mobile phone.
How to buy a Freshmile card?
Visit the online shop and choose a RFID card or RFID keyfob. It will be shipped on the next day: StartLinkhref=https://my.freshmile.com/products/shopCutLinkhttps://my.freshmile.com/products/shopEndLink
Do I have to sign up?
No. Signing up is not mandatory. You can use your smartphone to charge on demand.
Is there a monthly fee?
No. You pay only for your charging sessions. We offer subscriptions on some networks for charging sessions at a lower price.
What is the secret code?
A secret code is generated for any charging session started with a smartphone. You will need this code to stop charging. This code is a security that prevents other people to stop charging your car without you being aware.
Can I choose my secret code?
Unfortunately not, the code is generated randomly and automatically.
I forgot my secret code, what can I do?
Call the hotline number shown on the station and the operator will give you the code or stop the charging session remotely on your behalf.
Can I pay directly at the charging station with my debit card or credit card?
Some stations are equipped with contactless payment devices. On stations which are not equipped, you can still use your card to pay through the smartphone.

Sign up and account

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Where can I open an account?
Visit the StartLinkhref=https://my.freshmile.com/mapCutLinkmy.freshmile.comEndLink page. Signing up is free of charge. There is no monthly subscription to pay. No strings attached, no hidden fees.
How do I pay my charging sessions
The easiest way is to add credits on your online account. At each charging session, the final price will be debited from your balance.
How do I add credits?
After logging on StartLinkhref=https://my.freshmile.comCutLinkmy.freshmile.comEndLink, click on your profile at the right top of the page a select “My balance”. You will see your balance and add credits by choosing an amount (€ 5, € 20, € 50, € 100).
Can I test the service before signing up?
Use your smartphone at a station to charge on demand in guest mode. Scan the QR code and follow the instructions.
Can I charge even if I have no more credits?
No. In order to avoid any problem with your next charging session, we recommend to top up your account on a regular basis. You can check the balance on line.
I lost my Freshmile RFID card or keyfob? What can I do?
Write to support@freshmile.com to get your card de-activated. You can order a new one in the online shop.
How do I close my account?
This procedure is carried out by our administrative department. Send an email to support@freshmile.com to ask for your account to be de-activated.
How to I get my remaining credits reimbursed?
Your request must be sent by post, with a pre-stamped envelope, so that a reimbursement cheque can be sent back to you. Your request will be processed within 60 days, this delay being necessary to check if there are open charging sessions not yet paid for.
What do you do with my personal data?
Freshmile complies with the GDPR in place in the European Union. The appointment of Freshmile’s data protection officer has been declared to the French data protection authority CNIL (declaration number DPO-1449). Check our privacy policy on StartLinkhref=https://www.freshmile.com/privacyCutLinkhttps://www.freshmile.com/privacyEndLink

Mobile app

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The app does not work on my iPhone
Unfortunately, we can’t guarante the proper functioning of the app for iPhone 4S and older models. If you encounter another issue, please send an email to support@freshmile.com reporting the model of your phone and the exact version of the operating system.
The app does not work on my Android
If you encounter issue, please send an email to support@freshmile.com reporting the model of your phone and the exact version of the operating system.
I do not find the Freshmile app in my store
The app is available for iPhone and Android. For other devices (iPad, Windows Phone, Blackberry…), you can scan the QR code on charging points or type in the xfm.fr/ short URL displayed on charging points in order to start and stop charging.
Is my account closed when I uninstall the app?
No, these are two separate matters.

Price and payment

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How much costs the account creation?
The account is free. Signing up is free of charge. There is no monthly subscription to pay. No strings attached, no hidden fees.
What payment means are available?
Debit card, credit card (Mastercard, Visa) and Paypal
I am prompted to create a Paypal account but I don’t want to
We have noticed an issue with our payment platform Paypal. When you want to pay a charge, buy a RFID tag or top up your credits, you can pay by debit card or credit card, but at the last stage, Paypal prompts you to create an account. We are currently investigating the problem and apologise for the inconvenience. BREAK BREAK However, this issue only happens on smartphone. If possible, you can use a computer to circumvent the problem and pay with card without creating a Paypal account.
How much for a charging session?
Tariffs depend on charging networks. Tariffs are displayed on stations, on the app and on the online map StartLinkhref=https://my.freshmile.com/mapCutLinkhttps://my.freshmile.com/mapEndLink
What does the € 9 authorisation or minimum balance mean?
It means that a minimum balance of € 9 is required to start charging. This provision is calculated based on the tariff and prevents your account balance from becoming negative. BREAK BREAK For on demand charges, this means that a payment authorisation of € 9 will be asked to your bank before starting charging.
Why do you ask for a payment authorisation of € 9 on charging stations where the tariff is € 2 per hour? Will I pay € 9 or € 2?
The € 9 are a payment authorisation, not an actual payment. It works in the same way at a gas station: you introduce your card then you are allowed to start filling your tank up to € 99 for example. This means that your bank has given a payment authorisation up to € 99. When you hang up the nozzle at the gas station or when you unplug you car at the charging station, the exact price is calculated by Freshmile and sent to your bank for payment. Hence you pay only the price of your charging session. This mechanism is necessary everywhere price is not known in advance.
I think I have been wrongly invoiced. How to claim a wrong charging session price?
Send an email to support@freshmile.com with details of your charging session: charging point ID, date, time, email address of your Freshmile account if applicable.
I have credits on my account, but I can’t start charging
Check that your account balance is greater than the requested provision on the charging point. Add credits if need be and try again.
The charge lasted only a few seconds and stopped. Will I pay?
No, you will not debited for failed charging sessions. On most stations, charges inferior to 2 minutes or 500 Wh do not trigger payment.
How do you store my bank details?
We do not store your payment details. Payments are processed on secured platforms operated by our partners Banque Populaire and Paypal. We do not have any access to your bank details at any moment during the transaction.

Charging stations

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Do charging stations have a cable for my vehicle?
On quick chargers, the cable is attached to the station. You don’t need to bring your own cable. For other stations, you usually have to use your own cable.
Why does my car not charge at the power indicated on the station?
Each vehicle accepts a maximum charging power. Hence a vehicle with a 7-kW onboard charger can’t draw 22 kW, even though the charging point can deliver such power.
Do I have to pay for parking on top of charging?
It depends on the local parking policy. Check for signs around the station.

Roaming

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I am a client with another electric mobility services provider. Can I use charging stations operated by Freshmile?
Check with your operator. Note that you can always charge on demand using your smartphone in order to enjoy a cheaper price.
Where can I charge with my Freshmile card?
You can charge on more than 20,000 charging points in Europe, for which Freshmile has got roaming arrangements. Check the app or the online map freshmilecharge.com for availability and tariffs.
I am in front of a station and I am not sure that the Freshmile card is accepted. What can I do?
Swipe your card on the station. If the card is accepted and your account balance sufficient, then the charging session will start automatically.
I frequently use charging stations where I would like to use my Freshmile card. What can you do?
Write to support@freshmile.com to give all information about these stations and we will strive to get in touch with their owners.
My company plans to install charging stations for our company car park. Will we be able also to use public charging stations?
Write to support@freshmile.com to inform us about the project and we will strive to get in touch with the company and offer a private charging services that will include access to public charging stations.

Need for charging stations

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I live in a city where there are no public charging stations
Write to support@freshmile.com and we will strive to get in touch with the local authorities.
I work for a company where there are not yet any charging stations in the car park
Write to support@freshmile.com or ask your facilities department or HR department to get in touch with Freshmile. We have offers specially designed for companies.
I live in a block of flats / condominium where there not yet any charging stations in the car park
Write to support@freshmile.com or ask your property manager to get in touch with Freshmile. We have offers specially designed for residential buildings including fair allocation of charging costs.

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Charging station owner

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Who is Freshmile?
Frehsmile is France’s largest independent charging service operator for electric vehicles. BREAK BREAK The company was created in 2010 by private shareholders. Since 2016, Group Caisse des Dépôts has been a shareholder. Group Caisse des Dépôts is France’s largest institutional investor and is publicly-owned. Since 2018, Freshmile has been operated in Germany with Freshmile Deutschland, a joint-venture with Pfalzwerke AG. BREAK BREAK The technical operations centre, the client relationship centre and the software development unit are located at the company headquarters in Strasbourg. The whole team is 100% specialised in electric vehicle charging.
What are Freshmile’s references?
Freshmile has been operating public and private charging networks since 2014. To date, more than 3,000 charging points are under Freshmile management. More than 10,000 EV drivers use Freshmile’s services to charge their car. BREAK BREAK All types of charging stations: residential, collective housing, companies, shops, hotels, restaurants, service stations, cities, normal charge, accelerated charge, quick chargers, superchargers.
What does Freshmile do?
For EV drivers: BREAK BREAK RFID card BREAK Mobile app BREAK Online payment BREAK Charge on demand BREAK Call centre BREAK Monday-Sunday 7h-22h BREAK Support in English, French, German BREAK BREAK For charging station owners: BREAK BREAK Charging station activation BREAK Network monitoring BREAK Remote maintenance BREAK On-site maintenance BREAK Statistics and reports BREAK Roaming management BREAK Tariff management BREAK Payment collection
Who can charge on stations?
There are two kinds of stations: public access and private access. BREAK BREAK Public access: all EV drivers can charge, either with a Freshmile card or with their smartphone without signing up (ex: cities, shops) BREAK Private access: only authorized users are allowed to charge (ex: staff, collective housing residents) BREAK BREAK Only publicly accessible charging stations are displayed on the online map and the Freshmile app. BREAK BREAK The guest mode for charge on demand allows anybody to charge without giving away or sharing personal data: no app to download, no email address to type in, no password to create. BREAK BREAK Freshmile’s guest mode for charge on demand is the guarantee of charging stations which are really open to anybody.
Who carries out installation and maintenance work?
Installation and maintenance works are carried out by local installers belonging to large national or international groups of companies as well as by independent installers with whom we have built solid relationships over time. BREAK BREAK These contractors are chosen on the base of their ability to intervene on a given territory. Procedures between their technical teams and Freshmile’s operations centre are in place and work in a proven way. BREAK BREAK These contractors have the necessary technical qualifications to handle EV charging stations and are used to work with equipment we operate. Proper execution of missions and respect of schedules are guaranteed. BREAK BREAK If you would like to work with your usual contractors, please contact us to put in place the necessary workflow and procedures with them.
Who does the end-user support?
Freshmile’s client relationship centre is renowned for the quality of its service. BREAK BREAK The call centre is internal. Phone operators process only calls pertaining to EV charging. The end-user is hence sure to talk to somebody who has been perfectly trained and knows his or her problems. Statistics show that up to 90% of issues can be handled directly over the phone with a satisfied client. BREAK BREAK All operators are trilingual (English, French, German). It is possible to put in place a 24/7 hotline.
What does Freshmile to make stations visible?
Freshmile publishes public charging stations on the Freshmile map (real-time status), on open data platforms and on maps commonly used by EV drivers (ex: onboard GPS navigation systems). BREAK BREAK When stations are accessible in roaming, they appear on maps of third-party mobility services providers.
How to start charging?
Users can charge with their RFID card. They swipe it on the station to start and stop charging. Users can also use their smartphone, without prior signup, by scanning the QR code displayed on charging points. BREAK BREAK When stations are pay-for, an online payment authorisation will be asked for (debit card, credit card, Paypal).
Who issues the RFID cards?
Users can order a RFID card or a RFID keyfob for € 4.99 on the online shop my.freshmile.com. Freshmile sends the item per post with a welcome letter. BREAK BREAK Each station owner receives a Freshmile RFID card during the activation process. This card allows to start charging for free in admin mode.
On which charging stations is the Freshmile card accepted?
Freshmile has entered into dozens of roaming agreements with public charging networks all over Europe, where the Freshmile card is accepted. It is possible to charge on stations directly operated by Freshmile as well as on 20,000 charging points from partner networks. BREAK BREAK Check the accessible charging points on the online map and on the Freshmile app.
What price to sell charging sessions?
Freshmile recommends sets of tariffs to charging stations owners, based on particular criteria such as: expected users, parking policy, private or public access, etc. Several billing units are available and can be combined: per kWh, per minute, power-depending, flat price, with a floor, with a cap, with a night tariff, etc. BREAK BREAK The station owner decides the applicable tariffs. A same station can be set up with different tariffs aimed at different user categories. Freshmile can help you define the right tariff structure.
Who collects payments?
Freshmile collects payments and retrocede the monies to the station owner on a quarterly basis, by bank transfer or credit note. Freshmile retrocedes payments in full or in part, depending on conditions in the management contract. The process is defined by a payment collection mandate included in the management contract. BREAK BREAK Collected payments are transferred to a deposit account with the Crédit Municipal de Strasbourg, and interests earned are fully given to the Crédit Municipal, which uses these proceeds to finance caritative projects. BREAK BREAK This mechanism ensures that Freshmile does not use the deposits as working capital and avoids any debate on who should benefit from the interests earned.
How is the roaming ensured?
Roaming is a mechanism that allows to open stations to clients of other mobility services providers, such as fuel card users or holders of cards issued by car manufacturers. BREAK BREAK Freshmile has entered into dozens of roaming agreements with electric mobility services providers in Europe, either in direct relationship or through middlemen such as roaming platforms Hubject and Gireve. BREAK BREAK The process is defined by a roaming mandate included in the management contract.
Can users reserve the charging stations?
The booking (reservation) option is available on request. Freshmile offers a simple and reliable user experience to book charging stations without blocking them in useless way.
What about power management?
In the future, the increase of EVs on the road will lead to an increase of charging points and peak power drawn at charging stations. However, electrical grid connections are limited by definition, especially in buildings. To avoid the fact that grid connection becomes a limiting technical factor or a cost factor, it is important to anciticipate power management needs. BREAK BREAK To do so, Freshmile developed algorithms allowing to allocate available power on any given number of charging points, by managing a queue of priorities such as arrival time, departure time or user status. Contact us to study your needs in details.
Is it possible to pay directly with a credit card at the station?
Card payment for on demand charging is available on all stations through smartphone, without any need to sign up. BREAK BREAK Freshmile also manages charging stations with contactless card payment terminal. Freshmile always carefully the technical features before integrating such stations, as to avoid complexity and fraud.
What does Freshmile do with personal data?
Freshmile wants to be a reference in terms of privacy protection. No non-necessary data is ever collected (ex: make and model of EV). Freshmile complies with the GDPR enforced in the European Union, including users approval for sending emails and newsletters. BREAK BREAK Thanks to the guest mode, Freshmile never forces user to sign up for the service when they use publicly accessible charging stations.
Which charging stations are compatible with Freshmile?
Freshmile software is compatible with most charging stations operating OCPP 1.5 and 1.6 both in SOAP and Json. For instance: Schneider Electric, Hager, ABB, EVBox, EV Tronic, Cahors, Legrand, G2 Mobility, Lafon, DBT, Circontrol, Ensto, Sobem, Scame, Technolia, Walther-Werke, E-Totem… BREAK BREAK If you need advice on choosing the right equipment for your project, please contact us.

Installer and maintainer

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Who is Freshmile?
Frehsmile is France’s largest independent charging service operator for electric vehicles. BREAK BREAK The company was created in 2010 by private shareholders. Since 2016, Group Caisse des Dépôts has been a shareholder. Group Caisse des Dépôts is France’s largest institutional investor and is publicly-owned. Since 2018, Freshmile has been operated in Germany with Freshmile Deutschland, a joint-venture with Pfalzwerke AG. BREAK BREAK The technical operations centre, the client relationship centre and the software development unit are located at the company headquarters in Strasbourg. The whole team is 100% specialised in electric vehicle charging.
What are Freshmile’s references?
Freshmile has been operating public and private charging networks since 2014. To date, more than 3,000 charging points are under Freshmile management. More than 10,000 EV drivers use Freshmile’s services to charge their car. BREAK BREAK All types of charging stations: residential, collective housing, companies, shops, hotels, restaurants, service stations, cities, normal charge, accelerated charge, quick chargers, superchargers.
What does Freshmile do?
For installers and maintainers: BREAK BREAK Activation of charging stations BREAK Monitoring of charging networks BREAK Remote maintenance actions BREAK Coordination of on-site maintenance works BREAK Monitoring software with all charging stations you install and maintain BREAK BREAK For EV drivers: BREAK BREAK RFID card BREAK Mobile app BREAK Online payment BREAK Charge on demand BREAK Call centre BREAK Monday-Sunday 7h-22h BREAK Support in English, French, German BREAK BREAK For charging station owners: BREAK BREAK Charging station activation BREAK Network monitoring BREAK Remote maintenance BREAK On-site maintenance BREAK Statistics and reports BREAK Roaming management BREAK Tariff management BREAK Payment collection
Does Freshmile sell equipment?
Freshmile sells preset modems for stations which are not equipped. BREAK You can also order at Rexel the ZE Fresh pack, compatible with Hager and Schneider AC stations, including activation equipment and three months service. For the time being available in France only, contact us if you need the ZE Fresh pack for your country.
Who carries out installation and maintenance work?
Freshmile is not an electrical installer. Freshmile works in close cooperation with installers and maintainers. BREAK BREAK Installation and maintenance works are carried out by local installers belonging to large national or international groups of companies as well as by independent installers with whom we have built solid relationships over time. BREAK BREAK If you want to become a Freshmile and offer turn-key installation-maintenance services to your clients, we can offer you discounted prices.
Which charging stations are compatible with Freshmile?
Freshmile software is compatible with most charging stations operating OCPP 1.5 and 1.6 both in SOAP and Json. For instance: Schneider Electric, Hager, ABB, EVBox, EV Tronic, Cahors, Legrand, G2 Mobility, Lafon, DBT, Circontrol, Ensto, Sobem, Scame, Technolia, Walther-Werke, E-Totem… BREAK If you need advice on choosing the right equipment for your project, please contact us.
Is there any additional equipment to install in the charging stations?
The stations communicate with Freshmile servers through an Internet connection. BREAK BREAK Some stations are sold with modem, others are sold without modem. In case doubt, please check the equipment technical documentation. Some manufacturers offer equipment already set up in factory for Freshmile (Freshmile inside). Such equipment is plug & play. BREAK BREAK Equipment can be connected with Ethernet cables on existing broadband access in buildings. In this case, contact us in advance to get information about necessary network parameters.
Who carries out the activation of charging stations?
You carry out the activation of charging stations on site after commissioning the installation. Freshmile prepares for you the activation process (stickers to put on charging points, creation of charging points in software, configuration files, etc.) and provides you with all elements you will need. BREAK Freshmile never carries out tasks on site as to avoid any problem with guarantee management.
How long for an activation?
You can count with 15 minutes per activation. Freshmile asissts you over the phone and carries out remote tests that will document the proper functioning. BREAK Don’t forget to book a phone appointment with our operations centre before going to the site.
Which equipment is required for an activation?
The equipment depends on the charging station make and model. You will usually need a computer, an RJ45 (Ethernet) cable and a USB stick.
What about power management?
To avoid the fact that grid connection becomes a limiting technical factor or a cost factor, it is important to anciticipate power management needs. BREAK BREAK To do so, Freshmile developed algorithms allowing to allocate available power on any given number of charging points, by managing a queue of priorities such as arrival time, departure time or user status. BREAK BREAK Contact us to study your clients’ needs in details.
Can a Freshmile representative attend a client meeting with me?
Freshmile is a young dynamic team and we strive to be as much as possible close to our partners. We will answer all your questions per email and telephone. For large strategic projects, we can come with you.
To whom does Freshmile sell its services?
As an installer or maintainer, you can pay directly for Freshmile services and repackage them into the quotation for your clients. You can also put us in contact with your clients so that we sell our services directly to the clients.