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General

What does CenEnergy do exactly?

CenEnergy offers smart energy solutions for homes and businesses: AC and DC charging stations, smart charging control, battery storage and integrations with dynamic energy tariffs. We ensure that you always charge in the most cost-efficient, smart and safe way.

What do I need to enable smart charging?

You need a CenEnergy charger, Flexio and our BeCen controller. Once connected to the app, charging is automatically optimized based on the cheapest hours, your solar production and your driving schedule.

Does CenEnergy work with every energy supplier?

No. However, we recommend a dynamic tariff to maximize benefits — including negative prices and getting paid to use energy.

Charging questions

How do I report a malfunction at a CenEnergy charging point?

You can contact our team via a support ticket. We will reactivate the charging station remotely. If necessary, we send a technician.

What do the LED colors mean?

Green: available to charge

Blue: charging

Red: error, possible defect. Contact CenEnergy.

My transaction does not start.

Remove the cable on both ends and restart the process after 1 minute. Make sure the cable is fully and correctly connected. If the transaction does not start, contact the charging station operator immediately to check if there is an error on their platform. TIP: the operator can often start your session remotely by entering your card number.

What should I do if a charging station shows a red LED light?

Please contact CenEnergy via a support ticket.

Can I use an extension cable if my charging cable is too short?

No, this is not allowed. Your extension cable may not be designed to carry continuous high current. Always use a suitable charging cable of sufficient length.

Can I charge abroad?

Yes, you can charge within the EU.

Note: if your employer is the invoice recipient of your charging card, check your car insurance to verify if charging abroad is allowed.

I have lost my charging card and I am stuck at the charging station. What should I do?

1. Check if there is an emergency number on the charging point.

2. Call our CenEnergy office at +323 334 07 06: we can block your card to prevent misuse and help you obtain a replacement card.

The charging speed is not optimal. Can you adjust this remotely?

Yes, we can. Please contact our support via a ticket.

AC charging

What is the difference between AC and DC charging?

AC charging: slow to semi-fast charging — ideal for home and office

DC charging: ultra-fast charging — ideal for busy schedules or long distances

How fast can I charge with an AC charger?

Between 2.3 kW and 22 kW, depending on your electrical installation, vehicle and household consumption.

Can I charge via a standard socket?

Yes, up to 2.3 kW — perfect if you drive less than 120 km per day.

Can I use the charger elsewhere than at home?

The device is configured with geolocation. If you change the address of the charging station, wallbox or smart cable, you must contact CenEnergy in advance.

DC charging

When should I choose a DC charger at home?

DC is ideal if you:

• drive many kilometers,
• have limited charging time,
• or have two electric vehicles that need to be recharged quickly. or have two electric vehicles that need to be recharged quickly.

Are modifications needed to my electrical cabinet for DC charging?

In most cases yes. Our technician evaluates your installation during inspection.

Smart charging

How does smart charging work?

We automatically charge your vehicle during the cheapest hours based on your tariff, solar production, battery storage and chosen departure time.

What if my schedule changes?

You can easily adjust your departure time in the app and the optimization is immediately updated.

What if I want to charge immediately?

You can select ‘start charging now’ in the app. Your charger always follows your preferences.

My car charges very slowly. What can I do?

To estimate the charging speed of your vehicle, divide the battery capacity (in kWh) by the theoretical power of your AC charger. Keep in mind that the battery is rarely completely empty and that factors such as outside temperature can influence the charging speed, even during charging. Also take into account the charging curve: the first 20% and the last 20% charge more slowly. We therefore recommend not waiting until the battery is completely empty, but to charge in time. The charging speed also depends on your installation.  

Can I start charging via the app?

Yes. Select the correct charging station in the app and activate it. I cannot find my transaction immediately in the app? (also check under billing) In some cases, usually during roaming, transactions may take several days before appearing. It may take some time before the information is forwarded to our provider. This can take several working days.  

Dynamic tariffs

Is smart charging only useful with dynamic tariffs?

No, but dynamic tariffs maximize savings — in some cases up to 40%.

Can I benefit from negative prices?

Yes. We charge during negative pricing hours and store energy if possible.

Do I really get paid to use energy?

During negative pricing periods you can actually earn money. This depends on your contract and grid costs.

Solar panels and home batteries

How does solar charging work?

Our controller detects your solar production in real time and adjusts the charging power so that you use as much self-produced energy as possible.  

Can I charge 100% solar?

Yes, if your production is high enough. If not, we automatically combine this with cheap grid energy.  

Does CenEnergy work with home batteries?

Yes. We integrate and control your battery to reduce costs, avoid peak consumption and enable smart, cost-efficient charging.

Does the charger use battery energy?

Yes, if you have also installed Flexio. While charging your vehicle, the battery management system tries to minimize grid consumption by using energy from the home battery and/or solar panels. Since the car battery is much larger than the home battery, the latter will be depleted quickly.

Am I reimbursed for green energy use?

Yes. Your employer reimburses the consumed energy regardless of the source (home battery or solar panels). Since your vehicle is often the largest consumer, it is logical to use that energy for this purpose.  

Load balancing and grid management

What is dynamic load balancing?

Your charging station can take up a large part of the available capacity of your electrical installation, leaving little margin for other appliances. To prevent the main fuse from tripping when you charge simultaneously with other devices, dynamic load balancing is applied. By continuously monitoring the consumption, the charging power is adjusted so that the maximum capacity is never exceeded.

How can I monitor my consumption?

Our electric vehicle charging stations are equipped with smart functionalities that allow you to monitor your energy consumption. These charging stations are connected to an app or an online platform that gives you access to data about your charging sessions, such as consumption and costs.

How can I ensure that my charging station does not use all available household power?

During our preliminary inspection, we check whether your installation can supply the required power for your charging station. Since the total available capacity of your electrical installation is limited, the charging station can use a large part of it, leaving little power available for other appliances in the house. To prevent the main fuse from tripping when the charging station and other high-consumption devices such as an oven or washing machine are used simultaneously, we apply dynamic load balancing. This system, combined with a smart meter, continuously measures the total consumption and adjusts the power of your charging station based on the available capacity. This prevents the main fuse from tripping due to overload. If you also have Flexio installed, your energy management can become even more intelligent.

CenEnergy Solution App

What can I see in the app?

• live consumption
• cost per session
• overview of savings
• smart charging plan
• departure time
• charging history
• real-time solar input

How can I see how much I have saved? ​

Each session shows the difference between smart charging and direct charging. Additionally, you receive a monthly savings overview.

What happens if my charger goes offline?

You can still charge. Smart charging automatically resumes once the connection is restored.

Charging cards

How do I order a charging card as an existing or new customer? Private or company?

Fill in the form at the top of this website.

Can I request an extra charging card? Is this free?

This can be done via the button at the top of our website to create a new profile and request a new charging card. For an existing account: send an email to customercare@cenenergy.be.

Do I need a charging card to charge at home?

No. This is optional, but we recommend using our charging cards to simplify transactions. With RFID, you can start/stop sessions or distinguish users (e.g. guests, employees).

Where can I use the CenEnergy charging card?

Check the app for available charging points.

Can family or friends use my charging card to charge at home? How are these costs settled?

If you are not reimbursed by an employer, this is possible. This is your own choice to share energy with third parties. If you are reimbursed by your employer, this is legally not allowed.

Can family or friends use their charging card from another provider to charge at my home?

This is possible if your charging station is correctly configured. Your charging rates are set via the app if you use Monta. Third parties then pay the rate set in the app.

Can I use my CenEnergy charging card at public charging stations?

Yes, if roaming is activated on your card. You can use it within our European roaming network (depending on your subscription). Check the app for available charging points.

Service and support

What to do in case of a malfunction?

Our support team checks your charger remotely. If necessary, we send a technician.

Is support included?

Yes. All users get access to our helpdesk, remote monitoring and automatic software updates.

How often is my charger updated?

Updates are rolled out frequently and automatically — you do not need to do anything.

Billing and back-office

How can I get help with billing questions or request corrections?

Our Customer Care colleagues will be happy to assist you. Please create a ticket via support on our website.

How does reimbursement of charging work for companies?

Private charging sessions are automatically converted into correct expense reports via monthly overviews.

How is the end user reimbursed for home charging?

This is automatically determined by the government-imposed CREG tariff. As a company, you receive the invoice by email. All invoices or reimbursement documents are available on the platform. Employees are reimbursed monthly via the automatic back-end system.

Can I separate charging sessions per user?

Yes, via RFID or individual app users.

How is the subscription invoiced?

The subscription is invoiced directly by CenEnergy, while charging sessions are settled separately via the charging platform.

Is the subscription automatically renewed?

Yes. The subscription is an annual contract and must be cancelled before the start of the new year. Otherwise, the full annual amount will be charged.

What VAT rate applies?

If you are not VAT liable, a rate of 6% or 21% applies depending on the service. If you are VAT liable and installation works take place, reverse charge applies.

Why do I need to provide a bank account and grant a mandate?

Transactions are invoiced based on all data registered on the platform under the invoice recipient specified in the account.

Threeforce B.V. will collect the end user’s consumption via the charging card. By accepting the mandate, you prevent the account, card and charging stations from being deactivated due to non-payment. This is also used for reimbursing home charging sessions via the employer.

Who determines the tariff of a charging station?

The owner of the charging station determines the price per kWh. If you use Monta, you can easily set and adjust this yourself. For the LMS platform, you need to contact CenEnergy.

Where can I find my invoices?

In the app or on the online platform.

CenEnergy mobile app

Where can I find the app?

The app can be downloaded via the App Store (Android & iOS) or via our homepage using the buttons at the top.

Where can I find public charging points? And DC chargers?

Use the app to find public charging points. Enter the address. You can apply a search filter for DC or AC chargers.

Is the CenEnergy app free to use?

Yes, the app is completely free to use.

Where can I find an overview of my charging sessions?

In the app.

I cannot see my charging sessions in the app.

Check if you are correctly logged into the app. If the problem persists, contact our services via +323 335 07 06 during normal working hours on weekdays.

Account  

How do I register as an end user on the platform?

Private customers can register on the platform as end users, where we can link their private charging point and charging card. By clicking the button at the top right of our website, you can register as a private user.

How do I add employees to the company account?

Select ‘Employees’ in the main menu, click ‘+NEW’ and enter the employee’s details. The employee receives a link (in inbox or spam) to verify the account and create a password.

How do I add a card to an employee account?

Employees > click on the employee ID number > tab Cards > select Enter card number. By adding a card to the employee account, the employee becomes the cardholder and the company becomes the invoice recipient. This way, the employee can view transactions via their own account in the CenEnergy app.

I cannot create a new account.

Check if all required fields, marked with ‘*’, are correctly filled in.

If you have already used your email address or username for another account on the EVC platform, you must use a different email address or username.

Can my colleague log in to the company account?

=> LMS new: multiple administrators. Multiple administrators can be set via the old LMS platform. Contact us to arrange this.

Installation and configuration

How long does installation take?

AC charger: on average 2–3 hours.

DC charger: up to 1 working day, depending on capacity and required inspection.

Is an electrical inspection required?

Yes. After installation, we perform an inspection carried out by CenEnergy.

Can an existing charging station be connected to CenEnergy?

Some models can be integrated. Send us the brand and model and we will check.

I am moving. What happens to my charging device?

Does the charging point need to be removed and reinstalled at a new location? If so, your employer must request a quote from CenEnergy. The price for dismantling and reinstallation will then be determined. We always perform an assessment to verify if the new location is suitable and to determine installation costs.

I leave the company or my lease contract ends. What happens to my charger / charging card?

This depends on your employer’s policy. We recommend contacting them.