If you notice unauthorized charging events in your account, the steps you should take depend on how the sessions were started. Charging Sessions in the smart charge@street network are started using your charging card.

Charging Card

If you lost your charging card, any third person had access to it, or you notice any unauthorized activity in your account which might be related to charging card usage, please follow these steps:

• Block your charging card: To prevent unauthorised Charging Sessions via charging card, order a replacement charging card — this will block the old card. Contact our Customer Service in case you need support.
• File a police report. We recommend reporting unauthorised activity to the police. We will fully cooperate in any law enforcement investigations.

Please ensure to always terminate your related charging contract if you no longer own the car, to prevent financial loss from unauthorised Charging Sessions!