Belib': FAQ et contact

How do I sign up for the Belib Service?

You can subscribe to Belib' in 2 steps:

The first step is to create an account on the Belib' mobile App or the Website, by entering an ID and a password.
The second step is to go to the "Belib' offer" section and choose a subscription plan. Once you have selected an offer (Resident or Non-Resident subscription), you enter the required personal and payment information and proceed to the payment. You will then receive a confirmation e-mail and your subscription will be complete.

I didn't receive my confirmation e-mail

If you haven't received the confirmation e-mail, check your spam inbox.

What's the validity of my subscription?

Your subscription is valid 1 year from the moment you activate your badge.

How do I renew my subscription?

Subscription renewal is automatic. If you do not wish to renew it, please contact our Customer Service, available 24/7 at 01 85 16 94 02, 2 weeks prior to the renewal date, at the latest.

What's the difference between Resident and Non-Resident?

If you live in Paris, you can choose our Resident offer which will give you access to preferential rates for your daily charging sessions. From 8pm to 8 am, charging your vehicle will be cheaper.

If you live outside Paris, you can subscribe to our Non-Resident offer, which will give you access to preferential rates.

Whether you choose Resident or Non-Resident, subscribing to Belib' will ensure you competitive prices every time you charge with Belib'.

I would like to change my offer

You can change your subscription plan at any time by contacting our Customer Service, available 24/7 at 01 85 16 94 02

I would like to cancel my offer

You can cancel your subscription plan at any time by contacting our Customer Service, available 24/7 at 01 85 16 94 02 or directly on our website www.belib.paris, in your customer account in the "My subscription" section.

I live outside Paris, can I still subscribe?

Yes, you can choose our "Non-Resident" offer.

How do I get a badge?

After subscribing on Belib's Mobile App or Website, your badge is automatically requested and sent to the delivery address you gave when you subscribed.

When will I receive my badge?

You will receive your badge within 7 business days after you receive the confirmation e-mail.

I lost my badge, what do I do?

In case of loss/theft, please contact our Customer Service, available 24/7 at 01 85 16 94 02. You will then receive a new badge

When using my badge, it says "forbidden customer"

If you have a Belib' badge, please make sure that it has previously been activated.

If you still encounter this issue, please contact our Customer Service, available 24/7 at 01 85 16 94 02.

I have a badge from another mobility operator, can I still charge on Belib's stations

If you have a badge from another mobility operator, we invite you to check if there is an interoperability agreement. If there is, you can use Belib' with your badge.

I don't have a badge; can I still use Belib?

You can use your Credit Card on the totem or scan the QR code on the charging point. You can also start a charging session from your phone, using the Belib' Mobile App. Please note that Visitors rates will apply.

I have several electric vehicles; can I order several badges using one account?

At the moment, it is not possible to order more than one badge with one account.

If you have a big vehicle fleet, please contact our Customer Service, available 24/7 at 01 85 16 94 02.

How can I differentiate Flex and Boost stations?

Please check the sticker on every station's totem or the interactive map on Belib's Website and Mobile App, to identify Flex and Boost stations. A sticker inside the hatch enables you to identify Boost charging points.

Where can I find charging stations?

You can find charging stations on Belib's Mobile App or Website, in the "Find a station" section.

In the street, they are easy to spot thanks to the Belib' logo.

Where can I find Boost+ charging stations?

You can find Boost+ charging stations on Belib's Mobile App or Website, in the

"Find a station" section, by choosing "50 kWh" in the filters.

How can I book a charging station?

If you have a Resident or Non-Resident subscription, you can book a charging station on the Belib' app or Belib' website. Your booking will be available for 15 minutes and a 15-minute charging session fees will apply (rate may vary according to the type of station you book), on top of the price of your following charging session. If you are a resident subscriber, bookings are free of charge when made between 8 pm and 8 am.

Can I cancel my booking?

Once you have booked a charging station, you can't cancel it, and booking payment is due.

The station is not working

Make sure that you are at a Belib' station. If so, you can call our team of Technical Assistance, available 24/7, at 01 85 16 94 02 (local calling rates may apply)

Can I charge my two-wheeler?

You can charge your two-wheelers at designated Belib' stations, which you can find on the "Find a Station" section.

Spaces reserved for two-wheelers are clearly marked on the ground for easy identification.

What do the LED colors on the station mean?

You can easily check the station's status with the LED display colors:

Green: the station is available

Light Blue: the station is occupied

Dark Blue: the station is booked

Red: the station is unavailable

My vehicle is plugged in but is not charging

Charging can start at various moments, depending on the type of vehicle:

Make sure that all the doors are closed and the cable is plugged in.

On the station, make sure the cable is plugged in and the hatch is shut.

If the problem persists, please contact our Customer Service, available 24/7 at 01

85 16 94 02.

What cable can I use to charge?

There are various plugs available for your charging sessions on the Belib' network:

E/F: It is a classic domestic plug, which enables slower charges up to 3 KWh (whatever the type of charging point)

Type 2 (also known as T2): European standard, the power accepted depends on the station (up to 7 Kwh for Flex Station, up to 22 kWh on a Boost Station or up to 50 kWh on a Boost+ station) and also the charging device inside the vehicle CHAdeMO: the cable is already on the charging station, with a power up to 50kWh on the Belib' network

Combo CCS: the cable is also already on the charging station. Dedicated to high power charges (up to 50kWh on the Belib' network), it is European Standard Type 3: with a power capacity up to 22 kWh, it is almost never used anymore

I booked a station, but a vehicle is parked on my spot

Please contact our Customer Service, available 24/7 at 01 85 16 94 02 and report the situation in the App "Dans Ma Rue".

Can I start a charging session using the Mobile App?

You can start a charging station from your smartphone, using Belib' mobile app.

I forgot my badge; how can I use the station?

You can start a charging session using your credit card directly on the totem or by scanning the QR code on the station. You can also start a charging session from your smartphone, using Belib' mobile app. Please note that Visitors rates will apply.

Where can I find my invoice?

All your invoices are available on your profile page, on Belib's Mobile App or Website

What information can I find on my invoice?

On your invoice, you can find your customer and contract number, details about your charging session, a recap of products and services you used, and the total amount of the invoice.

How can I get a receipt at the end of my charging session?

Please contact our Customer Service, available 24/7 at 01 85 16 94 02

How much does a subscription cost?

Subscription fees for both Resident and Non-Resident offers cost 7€ per year.

Then, you can enjoy preferential rates for all your charging sessions on Belib' stations.

When can I see my invoice on my Belib' account?

Your invoice is available in your customer space the day after its due date.

When does my charging session stop?

Once you unplug the cable and shut the hatch, billing stops.

What rate is used for my charging station?

Costs depend on the type of station: Flex, Boost, Boost+ or Moto.

Are there additional costs if I use my Belib' badge with another charging provider operator?

1€ per charging session as outgoing roaming will be charged, in addition to the operator's rates.

What is the 1€ fee mentioned when I subscribe?

It is only a pre-approval on your credit card, you will not be charged.

Are the preferential night rates for Resident Subscribers available on all stations?

Preferential night rates are only available on Flex stations or Moto. Visit our website or mobile App to find Flex and Moto Stations.

How are the Parking refund fees calculated on Boost+ charging stations?

When you charge on Boost+ charging stations, parking fees for the duration of your charge, are automatically deducted from the total amount of your charging session. These parking fees are calculated based on the charging time (the time during which your vehicle is receiving power) and the parking rate (based on the fee per minute). At the end of your charging session, you will pay the charging fees minus the parking fees.

Example: for a 25 minute-charging session on a BOOST+ charging point as a Resident subscriber in a private parking:

BOOST+ Rate: 0.35€ per minute

Parking Rates: 6€ per hour, 0.10€/minute

Charging costs: 25*0.35€= 8.75€

Parking cost for the duration of the charging session: 25*0.10€= 2.50€

The total amount you will pay is: 8.75€-2.50€= 6.25€

When I use a BOOST+ charging point, should I pay the parking fees?

Yes, if you charge on a BOOST+ charging point in a private parking, you must pay for the parking fees at the exit.

As for the parking fees for the duration of your charge, they will be deducted from the total amount of your charging session.

In Belib's mobile app and website, how can I see if a station is available?

A green pin means that at least one charging point is available

A grey pin means the station is unavailable

What's the difference between the duration of a charge vs the duration of a session ?

The duration of a charge takes into account the time during which your vehicle has been charging on the station.

The duration of a session includes the duration of the charge, as well as the duration of the connection, from the moment you plug the vehicle to the moment you unplug it.

If your vehicule stays plugged 3h but only charges 2h (depending on what it needs), your charging time is 2h but your session lasts 3h.

Where can I find Two-Wheelers stations ?

You can charge your Two-Wheelers on specific stations, which you can find by using the "Moto" filter in the "Find a Station"section.

Where can I find stations accessible to wheelchairs?

As a person with disability, you can charge your vehicle at specific charging points which you can find by using the PRM filter in the "Find a Station" section.

Where can I find my Belib customer number?

You can find your Belib Customer number on your invoice.

What's the difference between KVa, kW and kWh?

KW measures the electric

power, it represents the power used by an electric

device.

kVa measures the maximum charge that an electric device can take. kWh measures the amount of energy used by an electric device during 1 hour.

I didn't receive the expected power at the end of my charging session

The received power depends on:

The capacity of the vehicle's battery: the quantity of energy

The power accepted by the vehicle

The cable used to charge

The type of station

The level of the battery before charging (at 80%, charging slows down)

Dispute resolution

The law governing the Contract is French law.

For Individual Subscribers or Individual Visitors :

Only the courts of the jurisdiction where the Subscriber or Individual Visitor resides will be competent in the event of any dispute or claim related to the formation or execution of the Contract. Before any legal action, in accordance with Article L.211-3 of the French Consumer Code, the consumer may request to use a conventional mediation procedure or any other alternative dispute resolution method, including those specified in Articles L.611-1 et seq. of the Consumer Code.

Additionally, under Articles L.612-1 of the Consumer Code and L.122-1 of the Energy Code, we inform you that if you are a non-professional consumer or a professional consumer falling under the category of micro-enterprises as per Article 51 of Law No. 2008-776 of August 4, 2008, on economic modernization, and if your written complaint to the Operator's customer service has not received a satisfactory response within two months, you may file a free complaint with the Paris Mediation and Arbitration Centre: www.cmap.fr

Mediator contact details :

39 avenue Franklin D.Roosevelt

75008 PARIS

Phone: 01 44 95 11 40

Email: cmap@cmap.fr

For Professional Subscribers or Professional Visitors: any dispute arising from the Contract that cannot be resolved amicably will, where permitted by law, fall under the jurisdiction of the competent court in the Paris Court of Appeal jurisdiction.