Most Asked Questions

How does automatic reimbursement work?

The automatic reimbursement can be configured in your my.newmotion.com user account. Once configured, we will make sure that each month, an invoice will be sent to the bank account attached to the charge card (in case of a lease card this will be the lease company’s bank account). A credit note of the same amount is at the same time sent to the refund account. This way, each month you will be compensated for the costs of the electricity at home. To enable the automatic reimbursement go to: my.newmotion.com > ‘chargepoints’ > ‘configurations’ > ‘configure charge card access’.

How can I change my bank details of an existing bank account?

Log in to my.newmotion.com and open the ‘bank accounts’ tab (indicated by the Euro icon). Check your invoice for your Debtor number and open the configurations of this bank account. You can now change the necessary information. It is not possible to change an IBAN, if this needs to be changed you will have to add a new bank account, and link it to the charge card or point.

What are the costs of public charging?

The costs of a charge session are determined by the provider of a charge point. The costs may differ between various charge points and a detailed overview is available in our app.

The prices are usually a combination of a starting tariff (per session), a volume rate (per kWh) and a time (per hour). The time is determined by the start and end time of a charging session, which is the period that the charge point is occupied by your car. Once the provider of the charge point has calculated the costs of the charge session, NewMotion adds the costs for facilitating public charging and the supplied charge services. These costs amount to € 0.35 incl. VAT per session (after 20 transactions per month no transaction costs will be charged).

My charge point is not working or charge point does not recognise my charge card. What should I do?

Possible cause

  • No electricity connected to charge point
  • The card is not a charge card, but e.g. a credit card.
  • The card is defective
  • RFID reader at the charge point no longer works

Solution

  • Move the position of the circuit-breaker (Note: If you have a three-position circuit-breaker, then you must first push it downwards before it can be pushed upwards).
  • Check that your lease card is not just set for petrol.
  • Check whether your card is worn or torn. If so, request a replacement free of charge on our website.
  • Contact NewMotion if none of the above solve the problem.
  • How can I start a charging session with the app?

To get started check that you have the following:

  • You have a registered and active my.newmotion account.
  • You have a NewMotion charge card. This charge card needs to be activated and configured for public charging in your my.newmotion account.
  • Your car is connected to a RWE charge point in Germany via a charging cable.