ElpeFuture /EKO Charge&Go

Electric Vehicle Charging Network

Q & A

Contents

1 How do I charge an electric vehicle in EKO Charge&Go charging network?................................................ 3

2 Where are the EKO Charge&Go public charging points located?................................................................ 3

3 Download and use ElpeFuture / EKO Charge&Go app.................................................................................3

4 Add a payment method to the ElpeFuture / EKO Charge&Go app.............................................................. 3

5 Delete a payment method to the ElpeFuture / EKO Charge&Go app..........................................................3

6 How do I register to get an RFID card?........................................................................................................ 4

7 What is the charging process at EKO Charge&Go stations using a mobile app?..........................................4

8 What is the charging process at EKO Charge&Go stations using an RFID card?.......................................... 4

9 How can I contact EKO Charge&Go?............................................................................................................5

10 What are the charges on the EKO Charge&Go charging network?.........................................................5

11 How are anonymous (ad-hoc) users being charged?..............................................................................5

12 How is the charge made to registered users who have an ElpeFuture/ EKO Charge&Go RFID card?.....6

13 What is the difference between AC and DC charging.............................................................................6

14 Why does the vehicle not charge with the maximum power that the station can give?........................8

15 What happens if the charge cable is locked and cannot be removed?...................................................8

1 How do I charge an electric vehicle in EKO Charge&Go charging

network?

● Via the ElpeFuture / EKO Charge&Go app

● Using the ElpeFuture / EKO Charge&Go RFID charging card

● Through the EKO & bp gas stations, with payment at the cashier, at the points where it is

supported

2 Where are the EKO Charge&Go public charging points located?

Visit the map with the available points on the website elpefuture.gr/location, or download the

ElpeFuture / EKO Charge&Go app. The list of available points is constantly updated.

3 Download and use ElpeFuture / EKO Charge&Go app:

You can access the app by downloading it free of charge from the Google Play / App Store.

You can load by entering a valid payment method in the in-app settings/payment methods:

● As an anonymous (ad-hoc) user by registering only one bank card (debit/credit or Google

Pay/Apple Wallet). In order to start the session, the payment method must have a sufficient

amount of money.

● Either use the code of your RFID card.

4 Add a payment method to the ElpeFuture / EKO Charge&Go app:

In the app select Profile / Payment methods / Add a payment method.

● EV Card: You must have a valid RFID charging card. You can get one by registering with

elpefuture.gr or from the cooperating companies.

● Credit card: Register a valid bank card. Its details are kept encrypted and secure with the

partner payment provider, Stripe (stripe.com). If the card has security settings enabled

(e.g. 3DSecure), authorization may be required from the page / application of the

Institution that issued it. To start the session, the card is required to have sufficient

money remainder.

● Google pay: Enter the details to identify your account. To start the session, the card

registered in the Google Pay / Apple Wallet is required to have a sufficient cash balance.

5 Delete a payment method to the ElpeFuture / EKO Charge&Go app

In the app select Profile / Payment methods / The three dots on the right side of the card,

which you want to delete / Delete

6 How do I register to get an RFID card?

Go to elpefuture.gr and select "Register", or follow the link from within the mobile application,

on the page of payment methods. You will need to enter your personal information and

confirm the email address and mobile number you will use. The RFID card is shipped

nationwide free of charge.

For the cards offered by partner organizations, you will be informed about the process of your

registration.

For corporate customers, please contact your company's fleet manager.

7 What is the charging process at EKO Charge&Go stations using a mobile

app?

If you have the ElpeFuture / EKO Charge&Go mobile app, follow these steps:

1. Select a charger:

o Either choose a location/charging port from the map

o Or use the "QR Scanner" icon to scan the QR code at the desired port

2. Choose your preferred payment method

The applicable fee for each payment option is displayed under each selection.

3. Connect your vehicle to the charger with the appropriate cable, tap "Start Charging"

on the app and you will receive a notification once charging begins.

Non-registered users may be subject to a pre-authorization of €45 to verify the card’s

chargeability. If this fails, charging won’t start. At the end of the session, the final charge

is adjusted, and any excess amount is refunded as per the issuing bank's policy.

4. Select "Stop Charging" on the app to end the session.

5. Unplug the cable from your vehicle (

If charging doesn’t start, contact customer support at 18198 for technical assistance.

Note: In some electric and hybrid vehicles, charging can also stop by unlocking the vehicle or by

pressing a button near the charging port.

You can stop the charging process at any time, even if the battery is not fully charged.

8 What is the charging process at EKO Charge&Go stations using an RFID

card?

If you have an EKO Charge&Go or ElpeFuture RFID card, follow these steps:

1. Connect your vehicle to the charger (Use the integrated cable for DC chargers or the

detachable user cable for AC charging stations). For DC chargers with a touchscreen,

press "Start".

2. Place your RFID card near the indicated symbol on the charger, to start charging.

Charging begins when the LED light turns blue, or a confirmation message appears on

the charger screen. If your RFID card is registered in the mobile app, you will receive a

notification when charging begins.

3. Place your RFID card near the indicated symbol again, to end the charging session. For

DC chargers with a touchscreen, press "Stop." The LED light will turn green, or the

screen will indicate charging has stopped. You will receive a notification via the app if

your card is registered.

4. Unplug the cable from your vehicle (and from the charger if it’s detachable).

Note: In some electric and hybrid vehicles, charging can also stop by unlocking the vehicle or by

pressing a button near the charging port.

You can stop the charging process at any time, even if the battery is not fully charged.

9 How can I contact EKO Charge&Go?

EKO Charge&Go call center 18198, is at your disposal 24 hours a day, 365 days a year, to provide

you with information on charging electric vehicles and technical support in case of an incident.

You can also use the contact form on elpefuture.gr/contact page, or send an email to

info@elpefuture.gr.

Your feedback and suggestions are valuable for improving our network and better serving you.

10 What are the charges on the EKO Charge&Go charging network?

The charges are posted on the website elpefuture.gr and are displayed in the ElpeFuture / EKO

Charge&Go app, under the selected payment method. The charge is made in proportion to the

amount of energy attributed to the vehicle during charging (in kWh).

11 How are anonymous (ad-hoc) users being charged?

Card charges are made through the payment provider used, Stripe.

At the start of the EV charging session, an initial pre-auth reservation is made to confirm the

possibility of charging the card. In case the initial reservation fails, the EV charging session does

not start.

At the end of the EV charging session, a clearance is carried out, immediately, based on the real

value of the session. Any remaining amount from the pre-auth for the start of the session will

be credited to the card used in accordance with the policy of the Institution that issued it.

The legal tax document (receipt) for the provision of the service, is sent to the customer

through the mobile application after the end of the session. To download the receipt, follow

these steps in the app: Go to 'Activity,' select the charging session for which you want the

receipt, then click the three dots in the upper right corner and choose 'Download receipt’. The

user receives a relevant notification to download the file, while maintaining access to it from

the list of charges within the application.

12 How is the charge made to registered users who have an ElpeFuture /

EKO Charge&Go RFID card?

When registering, a valid bank card is requested. Card charges are made through the payment

provider Stripe.

In the case of corporate customers, a valid corporate fuel card is requested.

At the end of the charge, the stored card is charged based on the actual value of the charge. In

case the automated charging fails, the user receives a relevant notification and the ability to

start new charges is disabled. For reactivation, the balance in the user area in elpefuture.gr

must be settled.

Registered users receive the legal tax document (receipt) for the provision of the service in their

email after the end of the session, while maintaining access to the list of their charges and

documents, through the user area on elpefuture.gr.

13 What is the difference between AC and DC charging?

All electrified vehicles, hybrid (PHEV) and fully electric (BEV) carry a high-voltage Direct Current

(DC) battery usually 400 V or 800 V. Battery needs direct current (DC) to be charged. The

electrical network, however, has an alternating (AC) voltage of 230V and can provide

alternating current (AC) to the devices connected to it.

For the necessary conversion from AC to DC, inverters or chargers are used.

In AC charging (Type2 plug), the charging device (Wallbox or floor charger) exclusively provides

AC voltage and current, just as the connected electrical network provides. The conversion is

undertaken by the inverter built into the car, called On-Board-Charger (OBC). Each car model is

offered with a specific OBC, which determines the maximum power of the charge. Examples:

● Hybrid vehicles (e.g. Renault Captur PHEV): OBC 3.7kW max (single phase 16A)

● Electric vehicles (e.g. Peugeot e208): OBC 7.4kW max (single phase 32A)

● Electric vehicles (e.g. VW ID3): OBC 11kW max (three phase 16A)

● Electric vehicles (e.g. Renault Zoe): OBC 22kW max (three-phase 32A)

This means that even if an AC charger is 22kW, the vehicle will charge at a maximum power

specified by its OBC.

Generally, AC charging is considered normal charging, where the vehicle will remain connected

either for a short duration (30min) to replenish its "daily" kilometers, or will remain 4-6 hours

parked to fully replenish its battery.

In DC charging (CCS2 plug or CHAdeMO), the charging device (floor cabin) undertakes the

conversion from AC to DC and directly gives direct current to the car battery, bypassing the

OBC. Therefore, there is no power limitation of the OBC and the vehicle can "pull" all the power

of the charger. In fact, the computer of the car supervises the process of charging and adjusts

the charging power according to:

● battery level (the fuller the battery, the lower the power to protect it)

● ambient and battery temperature (at high or low temperatures drops power to protect it)

● other factors (settings – errors – battery health, etc.)

Practically every car has a charging curve that determines how it will charge. Indicatively, a

charging curve (from ev-database.org) for the Mercedes EQA 250, with a battery capacity of

66kWh. This shows us that the electric vehicle will charge:

● On a 50 kW station, it uses 50 kW constant from a battery level of 5% to 95%. Then the

power gradually drops to 40 kW

● At a 150 kW station, it initially uses 105 kW, goes up to 112 kW on 25% battery, and then

gradually drops to 70 kW to 90% and 40 kW to 95%

To charge this vehicle from 10% to 80% in DC form:

● On a 50kW charger, it will take ~1 hour of charging

● On a 150kW charger, it will take half an hour of charging

DC charging is required in cases where the vehicle needs to quickly replenish its battery to

continue its journey, or more generally in cases where AC charging is not possible.

Continuous very high power fast charges have a greater impact on battery longevity. In any

case, however, manufacturers give guarantees of maximum battery performance drop over a

horizon of 8-10 years or some mileage.

The majority of hybrid vehicles do NOT support DC charging (they do not have the CCS2 or

CHAdeMO connector).

14 Why does the vehicle not charge with the maximum power that the

station can give?

The maximum power is determined by the car.

In AC charging, the on-Board-Charger determines the power to be absorbed.

In DC charging, the car's battery control system adjusts the power to protect the battery.

In some vehicles, the driver can adjust (lower) the charging power from the menu on the car

display, make sure that the setting there is set to max.

Refer to the information with the differences of AC and DC charging above.

In case there is a technical problem, you can contact ΕΚΟ Charge&Go call center at 18198.

15 What happens if the charge cable is locked and cannot be removed?

For safety reasons, both from an electrical point of view and to prevent theft, the cable is

locked throughout the charge, both on the side of the charger (if the charger has a plug and not

a built-in cable) and on the side of the vehicle.

To release the locking mechanism, make sure that charging is completely stopped and that your

vehicle is unlocked. Try locking and unlocking the vehicle 3-4 times.

If the cable remains locked on the charger, call ElpeFuture/EKOElpeFuture/EKO/EKO call center

at 18198 to take remote actions on the charger.

If the cable remains locked on the vehicle, refer to the manufacturer's instructions for the

emergency release mechanism of the lock.