Your Mobilize Charge Pass badge is automatically issued when your vehicle is delivered to the dealership.
If you have not received it, you can request it by following these steps:
1. Go to the "My account" section in your My Renault, My Alpine or My Dacia app
2. Select "Mobilize Charge Pass", then click on "View Charge Pass offers".
3. Choose the subscription that suits you best to start ordering your badge. This will be sent to your home address within a few days.
Please note: order tracking will not be available in the My Renault, My Dacia or My Alpine apps. However, you will receive an order confirmation email, followed by a second email informing you that your card has been dispatched.
1. Open your My Renault, My Alpine or My Dacia app and access the "My Account" section, then select "Mobilize Charge Pass".
2. Click on "Activate a Charge Pass" and register the code on the back of your Mobilize Charge Pass.
3. Select a payment method.
4. Enter your billing address, then finalise the activation. Your pass can be used within 24 hours.
1. Locate available charging stations from the app. You can filter results by charging capacity, type of socket or compatibility with your vehicle. Check the terminal rate in your App in advance.
2. Charge at the terminal of your choice. Charge your vehicle and pay with your Mobilize Charge Pass. You will receive your charging invoices by email.
3. Benefit from advantageous rates. Choose a subscription formula that suits your needs and benefit from reductions on the price of your charges to save money.
To remove a Mobilize Charge Pass from your app:
1. From your My Renault, My Dacia or My Alpine app, go to your profile, access the "Manage your Charge Passes" section, then select "All your Charge Passes".
2. Select the pass you wish to delete.
3. Tap the trash icon to remove it.
Once your Mobilize Charge Pass has been activated on a My Renault, My Dacia or My Alpine account, it cannot be associated with any other account.
Please contact our support team so we can help resolve this issue promptly. Our Customer Support teams are at your disposal on 0800 032 0567., Monday to Friday, 8am to 6pm.
If your Mobilize Charge Pass is lost or stolen, we recommend that you delete it as soon as possible from your My Renault, My Dacia or My Alpine app in order to deactivate the pass.
1. From your profile, access the "Manage your Charge Passes" section, then "All your Charge Passes".
2. Select the relevant pass, then tap the trash icon to delete it.
3. Once this step has been completed, you can order a new pass directly from the same section.
The price of your charges varies according to the subscription you have chosen and your subscription date.
Please note:
1. Rates displayed at charging stations may differ from those actually charged to your Mobilize Charge Pass.
2. Terminal operators may change their prices at any time without notice.
3. Once charging is complete, some charging station operators charge by the minute or by the hour, which can lead to significant additional costs. This measure is designed to encourage the rapid release of charging points.
For all these reasons, we strongly recommend that you check the applicable rate directly in your My Renault, My Dacia or My Alpine app, for each terminal, before starting a charge.
In Germany, unlike in other countries, there is a single billing price for all charging points, depending on their power rating. See details of rates by country on our page: www.mobilize.co.uk/our-services/charge-pass.html
1. From your My Renault / My Alpine app, go to your profile then to “Manage your Charge Pass” then to “Manage your subscription”.
2. Click on “Unsubscribe” at the bottom of the screen.
1. From your My Renault / My Dacia / My Alpine app, go to your profile, then to the “Manage your Charge Pass” section, then to “Manage your subscription”.
2. Then go to “Subscription invoices” to find all your monthly subscription invoices.
A temporary pre-authorisation is applied to your bank card before eachcharging session. This amount is then automatically adjusted according to the actual cost of the session.
1. From your My Renault / My Dacia / My Alpine app, go to your profile then to “Manage your Charge Passes” then tap the “Modify” button.
2. Select the relevant Charge Pass(es) and click the “Edit” button, then add your new payment method.
1. From your My Renault / My Alpine app, go to “Manage your subscription”.
2. In the “Payment methods” tab, click on the “Modify“ button, then validate to save your new payment method.
You can change the Plug & Charge payment method directly in the Plug & Charge menu of your app by clicking on the “Payment method” tab.
1. Add your gift code
2. Link your gift code to a pass
If the amount of your charge is greater than the remaining amount of your credit, your gift code will be used first and the difference will be automatically debited from the payment card associated with your Mobilize Charge Pass.
From your profile in the app, go to the “Manage your Charge Passes” section, then “Charge payment history”.
All of your transactions are displayed in chronological order.
Free charges are not available in the charge history.
If you have any problems initiating a charging session with this terminal, please contact the operator of the charging station. The operator’s assistance number is normally indicated on the terminal.
For all other questions, please contact Mobilize Customer Support on 0800 032 0567. Monday to Friday, 8am to 6pm.
You may notice a difference between the information displayed on the terminal and on your app because:
You can charge your vehicle in all countries where the Plugsurfing network is available, including:
Netherlands, France, Germany, Belgium, Luxembourg, Switzerland, Austria, Denmark, Sweden, Finland, Norway, Italy, Spain, Portugal, Poland, Hungary, Estonia, Latvia, Lithuania, United Kingdom, Ireland, Slovenia, Slovakia, Czech Republic, Romania, Bulgaria, Greece, Croatia, Cyprus, Serbia, Montenegro, Moldavia, Ukraine, Bosnia-Herzegovina.
🛈 Please note: These countries are also compatible with the Plug & Charge function.
Enjoy access to over 1 million charging points in UK & Europe including 2600 Ionity.
It is usually possible to receive your charge invoice within a day of the session.
However, this can take up to 30 days, depending on the time required by the terminal operator to transmit the information.
If you do not receive your invoice within this timeframe, please contact Mobilize Customer Support on 0800 032 0567., Monday to Friday, 8am to 6pm.
We recommend that you contact Mobilize customer support on 0800 032 0567., available Monday to Friday, 8am to 6pm. Our advisors can analyse your situation and suggest a suitable solution.
To activate and use the Plug & Charge feature, the following conditions must be met:
Once these conditions have been met, activation of Plug & Charge takes just a few minutes.
You can deactivate the Plug & Charge feature directly from your My Renault / My Alpine app.
Simply go to the "Plug & Charge" section, then to "Settings", and select "Deactivate Plug & Charge". You will then be asked to confirm the deactivation.
You can consult Plug & Charge compatible stations directly from your My Renault / My Alpine app when searching for a charging station.
Plug & Charge currently only works on certain compatible DC (direct current) fast-charging stations. This feature is not available on AC terminals.
Tesla’s charging stations are not yet compatible with Plug & Charge.
No, you can only use Plug & Charge with one vehicle per Mobilize Charge Pass account.
Plug & Charge takes priority over your pass. There will be no double billing.
If you deactivate the Plug & Charge feature from your app, it cannot be reactivated directly from inside the vehicle.
Reactivation must be done via your My Renault / My Alpine app.
When you sell your vehicle, you must deactivate your Plug & Charge from your My Renault app.