Qelo Contact center: +38512222070
Operating hours: 9:00 AM - 5:00 PM
or write us an e-mail: we.care@qelo.eu
FAQ
Find answers to the most common questions about Qelo and our charging services.
The AD-HOC tariff is intended for users who use Qelo charging stations occasionally and want to pay for each charging session separately. The GO, DRIVE and FLY tariffs are intended for users who charge their electric vehicle regularly and want to have all their charging sessions consolidated into one monthly invoice.
The change of personal data, App access credentials or change of tariff can be requested by e-mail to we.care@qelo.eu. We will try to serve you ASAP. So far, the longest it has taken us to meet a request was 2 workdays, far better than the legally required 15.
Yes, there is. The price will depend on your tariff and the roaming partner’s pricing scheme. Find out more under Roaming, and our price list.
Qelo services will be available at most probably the best part of charging points you will encounter. However, not all CPOs and EMSPs have opened their facilities to roamers. In case of doubt, please contact us about the availability in different areas or countries.
Customer care hotline +385 1 2222 070 Mo-Fr 9:00-17:00 e-mail: we.care@qelo.eu web form
Should your Qelo RFID card be lost or stolen, please contact us to ensure that it is blocked as soon as possible, to prevent any unauthorised use that might cause unwarranted expense to you. We will make sure that you are able to use our services as soon as possible.
Yes, you will. To cover material, processing and handling cost, you will be charged EUR 6,49€.
A detailed price list can be found on or next to every Qelo charger. For Qelo App users there is a price indication provided before starting any charging process (please note that the indication of roaming price charges depends on data provided by the network the charger belongs to, and might not provide entirely accurate cost or pricing details).
All charging events will be listed on a single monthly invoice.
All available chargers are displayed on the map provided in the Qelo mobile App.
Yes, you will! What is more, using other CPO and EMSP infrastructure will be as hassle-free as ever, every transaction will be listed in your App, and payment no different than what your’re used to – by Qelo monthly bill.
Pre-authorization is a temporary hold of funds on your bank card before charging begins, used to verify that your payment method is valid and that sufficient funds are available; it is not a charge. After the charging session ends, the actual charging amount is charged and the remaining held amount is released automatically, first on Qelo’s side and then by your bank. The release is usually completed within 10 minutes, but depending on the bank, it may take 1–10 business days. Qelo cannot speed up this process, so please contact your bank if you have any concerns
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