Do you need support? Maybe the answer to your problem is down below.

What exactly does CenEnergy do?

CenEnergy provides 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 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 both are connected to the app, charging is automatically optimised based on cheap hours, your solar production and your driving schedule.

Does CenEnergy work with every energy supplier?

No. However, we advise a dynamic tariff to unlock the most benefits — including negative prices and “getting paid to use energy”.

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

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

What do the LED colors mean? 

Green: available for charging 

Blue: charging 

Red: error message, possibly defective. Contact CenEnergy. 

What should I do if a charging station has a red LED?  

Please contact CenEnergy via a support ticket. 

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

No, this is not permitted. Your extension cable may not be designed to carry a constant high current. Therefore, always use a suitable charging cable that is long enough. Various lengths are available on the market.

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

1. Check if there is an emergency number available on the charging point: Charging points have an emergency number that you can call for help in case of an emergency. Look for an emergency number on the charging point or on the accompanying information signs.

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

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

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

My transaction won't start. 

Remove the cable from both ends and restart the process after 1 minute. Make sure you connect the cable completely. If the transaction does not start, contact the charging station provider immediately to check for any errors on their platform. TIP: The charging station provider should be able to start your transaction remotely by entering your card number. 

Can I charge abroad?

Yes. You can charge in the EU.  

Please note: If the recipient of your card invoice is your employer, check your car insurance policy to see if you are allowed to charge abroad. (If not, contact CenEnergy for a charging card on your personal account.)  

How long does the installation take?

AC charger: on average 2–3 hours
DC charger: up to 1 working day depending on the power 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 compatibility.

I am moving. What will happen to my charging device?

Does the charging point need to be removed and installed at a new location? If so, your employer must request a quote from CenEnergy. The price for removal and reinstallation will then be determined. We always carry out an assessment to check whether the new location is suitable for installation and to determine the installation costs.

I am leaving the company or my leasing contract is being terminated. What will happen to my charging device/charging card?

This depends on your employer's policy. We recommend that you contact them.

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-distance drivers

How fast can I charge with an AC charger?

Between 2.3 kW and 22 kW, depending on your electrical installation, car and household usage.

Can I charge using a standard wall socket?

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

Can I use the charging device somewhere other than at home? 

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

When should I choose a DC charger at home?

DC is ideal if you:

• drive many kilometres,
• have limited charging time,
• or have two electric vehicles that need fast turnaround.

Do I need modifications to my electrical cabinet for DC?

In most cases yes. Our technician will assess your setup during the inspection.

How does smart charging work?

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

What if my schedule changes?

You can simply adjust your departure time in the app and the optimisation will update instantly.

What if I want to charge immediately?

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

My car is charging very slowly. What can I do?

To estimate your car's charging speed, 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 affect the charging speed, even during charging. Also consider the charging curve: the first 20% and last 20% take longer to charge. We therefore recommend that you do not drive until the battery is completely empty, but charge it in good time. The charging speed also depends on your installation.

Can I start charging my car via the app? 

Yes. In the app, select the correct charging station and activate it. I can't find the transaction in the app right away? (also check under billing) In some cases, usually roaming, transactions may take a few days to appear. It may take some time for the information to be sent to our provider. This can take several business days.

Is smart charging only useful with a dynamic tariff?

No, but with a dynamic tariff you can maximise your savings — in some cases up to 40%.

Can I benefit from negative energy prices?

Yes. We charge your vehicle during negative price hours and (when possible) store energy in your home battery.

Do I really get paid to use energy?

During negative price moments you can effectively earn money by charging or storing energy. This depends on your contract and grid operator fees.

How does solar charging work?

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

Can I charge with 100% solar energy?

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

Does CenEnergy work with home batteries?

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

Does the charging station use energy from my home battery?

Yes, if you also have a flexiobox installed. While charging your car, the home battery control system will try to minimize consumption from the electricity grid by using energy from the home battery and/or solar panels. However, since the car battery is much larger than the home battery, the home battery will quickly run out.

Will my employer also reimburse me if I use green energy or battery energy to charge my car?

Yes. Your employer reimburses you for the energy consumed, regardless of the source (such as home battery or solar panels). Moreover, since your car is likely to be the largest energy consumer during charging, it makes sense to use the energy stored in your home battery or generated by your solar panels for this purpose.

What is Dynamic Load Balancing?

Your charging station may take up a significant portion of the total available power of your electrical installation, leaving little margin for other household appliances. To prevent the main circuit breaker from tripping when you charge your car and use other important appliances such as the oven or washing machine at the same time, dynamic load balancing can be applied. By continuously monitoring other consumption, the total power for the charging points is constantly adjusted so that the maximum power at your location is never exceeded!

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

During our preliminary inspection, we check whether your installation can supply the necessary power for your charging station. Because the total available power of your electrical installation is limited, the charging station can use a significant portion of it, leaving little for other appliances in the home. To prevent your main circuit breaker from tripping when using the charging station and other large consumers such as the oven or washing machine at the same time, we use dynamic load balancing. This system, with a smart meter, continuously measures total consumption and adjusts the power of your charging station based on the available power. This prevents the main circuit breaker from tripping due to overload. If you also have Flexio installed, your energy management can be handled even more intelligently.

How can I monitor my consumption?

Our charging stations for electric vehicles are equipped with smart functionality that allows you to monitor your energy consumption. These 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.

What can I see in the app?

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

How do I see how much I saved?

Each session shows the difference between smart charging and direct charging. You also get a monthly savings summary.

What happens if my charger goes offline?

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

How do I order a charging card as a known or new client? Private or business?

Fill in the form on the top of this website. 

Can I request an additional charging card? Is this free of charge?

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

Where can I use the CenEnergy charging card? 

Check the app for available charging points. 

Can my family or friends use my charging card to charge at home? How will these costs be billed?

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

Can my family or friends use their charging card from, for example, another supplier to charge at my home?

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

Do I need a charging card to charge at home?

No. This is optional, but we advice to use our charging cards to make transactions easier. With RFID you can start/stop sessions or distinguish between different users (e.g., guests, employees).

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

Yes, if roaming is activated on your card. You can use it across our roaming network in Europe (depending on your subscription). Look for available charging points in the app.

What if there is a malfunction?

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

Is support included?

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

How often is my charger updated?

Updates are rolled out frequently and automatically — no action required from you.

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

Our Customer Care colleagues are available to help you. Please create a the ticket at support on our website.

How does charging reimbursement work for companies?

Private charging sessions are automatically converted into accurate expense reports through monthly statements.

How is the end user reimbursed for charging at home?

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

Can I separate charging sessions per user?

Yes, via RFID or individual app users.

How is the subscription billed?

The subscription is billed directly by CenEnergy, while charging sessions are billed separately through the charging platform.

Is the subscription automatically renewed?

Yes. The subscription is an annual contract and must be cancelled before the new subscription year begins. If it is not cancelled in time, the full yearly fee will be charged.

Which VAT rate applies?

If you are not VAT-liable, a VAT rate of 6% or 21% will apply depending on the service. If you are VAT-liable and installation works are carried out, the reverse-charge VAT mechanism applies.

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

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

Threeforce B.V. will debit the end user's consumption from their charging card. By accepting the mandate, you can prevent the account, card, and charging stations from being deactivated due to non-payment. Secondly, this is used to reimburse home charging sessions through your employer.  

Who determines the rate for a charging station? 

The owner of the charging station determines the price per kWh. You can easily set this yourself if you use the Monta platform and change it whenever you want. For the LMS platform, you must contact CenEnergy.

Where can I find my invoices?  

In the app or on the online platform. 

Where can I find the app? 

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

Where can I find published charging stations? And DC chargers? 

Use the app to find public charging stations. Enter the address.  You can set a search filter to specify DC or AC chargers.  

Is the CenEnergy App free to use?

Yes, it 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 that you are logged into the app correctly. If you are still experiencing problems, please contact our services on +323 335 07 06 during normal working hours on normal working days.

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 your private charging point and charging card. By clicking on the button at the top right of our website, you can register as a private individual.

How do I add employees to the company account? 

Select ‘Employees’ from the main menu, click on ‘+NEW’ and enter the employee's details. The employee will receive a link (in their inbox or spam folder) to verify their account and create a password.  

How do I add a card to the employee account? 

Employees > click on the employee's ID number > Cards tab > select Enter card number. By adding a fuel card to the employee's account, the employee becomes the cardholder and the company becomes the invoice recipient. This allows the employee to view transactions by logging into their own account in the CenEnery App.  

I am unable to create a new account. 

Double-check that you have filled in all the required fields, which are marked with an ‘*’. 

If you have used your email address or username for another account on the EVC platform, you will need to enter a different email address or username to create the account. 

Can my colleague log in to the company account? 

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

Via the new Monta platform ... (to be confirmed)