A collection of frequently asked questions

To use the charging service of the GreenWay network, you must register. During registration, you must provide your payment card details, from which we will collect payments for services.

You can use one of the following methods to start charging:

1. Log in to the mobile app (Android or iOS) or  Driver Zone, search for the correct location, choose the right connector and connecting to the charger, start charging by selecting the “Start charging” button (option available for clients with full and one-time registration).
2. Use your RFID card to start charging and follow the instructions on the charger (only available for clients with full registration).

Depending on how you started charging, you need to finish similarly:

1. On the mobile app or the  Driver Zone, in the window about the charging status, select the “Finish charging” button. Then disconnect the cable from the car (option available for clients with full and one-time registration).
2. Attach the RFID card to the charger reader and press the “Finish charging” button. After this, you can disconnect the cable from the car (the option is only available for clients with full registration).

In emergency situations, you will stop charging immediately by pushing the red emergency button located under the display screen of each charger. However, remember – use it only in health or life-threatening situations! It is not to be used to stop the charging process.

Current information on functioning chargers and the availability of chargers and individual links can be found on the mobile app and the Driver Zone.

The vast majority of chargers is available 24 hours a day and 7 days a week. A detailed description of the availability of each charger can be found on the map and in the mobile app and the mobile app or the Driver Zone. Stations that are not available at a given time are marked in yellow in the Driver Zone.

Most of our chargers are located in public spaces, in free parking lots. In case the parking is paid, you can find information about it in the station description on the mobile app and the Driver Zone.

Your personal data that administrate has been voluntarily provided to us during the registration process. We will securely store and use your data for the purpose of carrying out the charging service on our chargers, including the charging process itself, handling your requests and the billing process. We will also use your data for internal analyses aimed at better adapting our offer to clients, including for customer segmentation. We guarantee that your personal data used for these analyses will remain only our internal information and will not be transferred outside of our company. Your data will not be processed automatically in the sense of the GDPR, including the form of profiling. If you have agreed to receive the newsletter or other promotional materials, we will additionally use your data (name, surname, email address) for marketing purposes related only to our offer. Your personal data will be kept for the duration of the service and for the aging of claims related to it or until your consent is withdrawn.

In our company, we use secure IT systems that are managed by entities from the Voltia Group, to which we belong, and in particular by GreenWay Infrastructure s.r.o. based in Dohňany, Slovakia. It means that your data may be transferred to these entities, but they will not be processed and used to the extent that it goes beyond the consents granted to us, and will not be transferred to third parties.

Your personal data is available on the Customer Portal at https://client.greenwaypolska.pl/.You can view this data and make corrections here. At any time, you can also ask us for insight, change, deletion of data, limiting their processing, you can also object to the way we process data by writing to the email address [email protected] or using the application form on the website www.greenwaypolska.pl. Remember that you have the right to file a complaint to the supervisory body if you believe that the processing of your personal data violates generally applicable laws.

To use the charger once you have to undergo a one-time, simplified registration procedure that allows you to collect payment for the service. In the registration form, select the one-time registration option. Then you will receive one-time access to the mobile app or the Driver Zone and you can start charging. Payment will be automatically charged from the payment card provided during the one-time registration.

Yes. The GreenWay network can be used by anyone who passes the registration process. There are no restrictions as to the address of residence or citizenship. We also send RFID cards abroad.

Yes. On the registration form select the option “Company or a person running a business”. If the company has at least five electric cars, before registering, please contact our GreenWay Support Center(tel. +48 58 325 10 17) or email us ([email protected]).

Yes. If you cannot provide the car registration number, enter “no” in the “Registration number” field. The data can be updated or changed at the Client Zone at any time. However, having the vehicle details helps us provide better service.

If you need several cards for different cars, select the “Add driver” option in the “Driver and vehicle details” tab. If you have at least five electric cars, please contact the GreenWay Support Center(+48 58 325 10 17) or email us ([email protected]) before registering.

The data provided during registration can be updated or changed at the Customer Zone at any time.

To register in our network, fill in the registration form in the Client Zone. During registration, you will be asked for your personal details and vehicle data. For verification purposes, you will provide your payment card details, which will allow us to collect fees.

If your model is not on the list in the forms, select the “Other” option and fill in the field according to your car.

The RFID card is used to start and stop charging. It is not a payment card. The price of the new RFID card and the duplicity is included in our Pricelist.

We send RFID cards via priority mail within 7 business days of registering. Delivery of the parcel may take a few days, longer if you live abroad. Delivering a card abroad may take up to two weeks from registration.

In this situation, we can send the card again. Then contact the GreenWay Support Center(tel. +48 58 325 10 17) or email us ([email protected]).

Remember to take care of your card, because the issuance of a duplicate is payable in accordance with the current price list. However, if you have lost your card, please contact the GreenWay Support Center(tel. +48 58 325 10 17) or email us ([email protected]).

Yes. Charging can also be started using the mobile app and the Driver Zone. To do this log in to the mobile app or the  Driver Zone, search for the correct location, choose the right connector and after connecting to the charger, start charging by selecting the “Start charging” button.

Use the mobile app or the  Driver Zone to start charging. In case of any irregularities, you can always contact our 24/7 technical support by calling +48 58 325 10 77.

You can easily change it in the Client Zone. See how.

After entering the mobile app, the Driver Zone or the Client Zone, select the “I forgot my password” option. After entering your e-mail address, you will receive a message within a few minutes that will allow you to create a new password.

On the mobile app and the Driver Zone you can:

• Check available chargers and cables
• Find the right and available cable for your car
• Start and stop charging of the car
• Check the car’s charge status
• Check your previous charging sessions

Green means that the charger or the cable is available. Blue is used when the cable or the entire station is occupied. Out-of-operation chargers are marked in red, and those with no communication are marked in gray. Yellow means that the facility on which the charger is located is closed.

On the Client Zone you can:

• Review and update your data, data of your car and payment card
• Review all invoiced charging sessions & billing history
• Check and download invoices for charging services

Select the appropriate portal in the top menu of the website. Use the e-mail address and password that you set yourself during registration as a login. The access data is the same for the mobile application, Driver Portal, and Customer Portal if you do not have additional drivers registered in your account.

You can easily change it in the Client Zone. See how.

A change from the Energia Standard subscription plan to Energia Plus or Energia Max is possible at any time. The new plan is effective from the next day. The condition for changing the plan is to make a subscription fee in advance for the period from the next day in a given month until the end of a given month. The fee is calculated in proportion to the number of days of the subscription plan in a given month. In the case of using the Energy Plus or Energy Max plan, the subscription change is possible from the first day of the next month, however, the condition is to use the Energy Plus or Energy Max plan for at least one full month. This solution is very beneficial, for example during the holiday season, when we travel more often. When we use the Energy Standard plan, we can change the plan for Energia Plus or Energy Max on the day before the planned trip and enjoy reduced charges for 1 kWh by the end of the next month.

The data is stored by our billing partner, Braintree, which uses the highest standard of security to limit any risk associated with the use of card data. GreenWay does not have access to card details.

Yes. The invoice is issued in electronic form and sent to the e-mail address associated with your account once a month. The invoice includes the settlement of all charging sessions for the given month. In the future, the invoice will be issued after each charging session. Registered customers have access to the Client Zone, where all invoices and details of each charging session are located.

It depends on the amount of energy consumed per month. For those who use our network, the Energia Standard plan is occasionally the optimal solution. For customers charging from 50 to 200 kWh per month, the optimal plan is Energia Plus. Those who use more often should go to the Energy Max plan, which provides the lowest fees with a large amount of energy consumed per month – with 400 kWh of energy consumed per month. An additional benefit is a long time of a free standstill at the charger and lowers or no fees for additional services (eg for launching a charging session remotely by the operator).

Changing the plan may mean a reduction in service fees. It all depends on the amount of energy consumed monthly. For those who use our network, the Energia Standard plan is occasionally the optimal solution. For customers charging from 50 to 200 kWh per month, the optimal plan is Energia Plus. Those who use more often should go to the Energy Max plan, which provides the lowest fees with a large amount of energy consumed per month – with 400 kWh of energy consumed per month, the average. An additional benefit is a longer time of a free standstill at the charger and lower or no fees for additional services (eg for launching a charging session remotely by the operator).

If you use the Energy Standard plan, changing the subscription to Energia Plus or Energy Max will be effective from the next day. If you switch from the Energia Plus or Energy Max plan to another plan, it will be effective from the first day of the month. The condition, however, is to use the Energia Plus or Energia Max subscription plan for at least one full month. This means that if we change the subscription plan for Energia Plus or Energia Max during the current month, the next change will be effective from the first day of the next month following the current month. Example: On January 2, we change the plan for Energia Max. The Energy Max Plan is effective from January 3. On January 30, we’re commencing a plan change to Energia Plus. The Energy Plus plan is effective from March 1.

There is no fee for changing the subscription plan. However, it should be remembered that subscription fees in Energia Plus and Energia Max plans are calculated in advance. Thus, the condition for changing the plan from Energia Standard to Energia Plus or Energy Max is to pay the subscription fee for the current month. The fee will be charged in proportion to the number of days in the month in which the subscription will apply. The fee will be charged from the payment card registered on the Customer’s account.

The final price of the charging service is the sum of the charge for the energy used during charging and the eventual charge for charging time after a specified time limit.

Charging can only be paid for with a payment or credit card, which is entered during registration. Payment is automatically charged from the card after issuing the invoice. Currently, the invoice is issued once a month, including all sessions made during a given calendar month. In the future, the settlement will take place after each charging session.

The current pricess you can check on our price list.

The purpose of subscription plans is to reduce the charging costs of the GreenWay network for customers who often use our services. Thanks to this, it is possible to lower the fees even below the price offered so far.

Roaming allows you to use the chargers of partner networks abroad without having to register in networks operating in other countries. If you are a registered customer, thanks to our roaming partnerships and with our RFID card, you can travel freely throughout Europe. See where you can roam.

Roaming prices for all Roaming partners you can check in our mobile app or the Drover Zone. Fees for using our partners’ roaming services will be included in your monthly invoice. Payment will be taken from the card provided during registration.

Most of our chargers are equipped with two DC charging cables: CHAdeMO, CCS (Combo), and one for alternating current (AC) Type 2. GreenWay partner stations usually allow you to recharge with alternating current (AC) through Type 2. To use these, you usually need to have your own cable.

You can check the power of each connected in our mobile app or the Driver Zone, when clicking on the specific charger location.

The maximum charging power depends on many factors. These are: limitations resulting from the car’s technical capabilities, battery charge (the higher it is, the lower the charging power), the ambient temperature (in case of negative temperatures the charging power is lower), and charging several cars simultaneously on one charger.

If the plug does not fit any of the connector types, you can use a special adapter. The most common is the Type 1 adapter to Type 2. You can buy them on the open market or ask your car manufacturer for one.

You can charge several cars simultaneously at all our stations. However, their number depends on the manufacturer of the charger. In the case of Efacec chargers, only one DC car (CHAdeMO or CCS) and one AC can charge at a time. In the case of Delta chargers, three cars can be charged simultaneously (2xDC and 1xAC).

Typically, recharging up to 80% of the battery capacity of a car such as the Nissan Leaf DC with a power of up to 50 kW takes up to 30 minutes. However, in reality, the charging time depends on many factors and it is difficult to clearly determine the time needed to complete it. These factors include, first of all, the selected type of charging (DC or alternating AC), battery capacity, state of charge, ambient temperature, and whether another car is charging at the same time.

The charging power decreases as the battery charge increases. When charging more than  80% of the battery capacity, the decrease of the pace and charging power is very rapid. The charging power will also decrease when another car is connected to the charger during the charging process.

Yes. Information about the charging time and the energy transferred is displayed on the charger screen. Remotely, you can follow the progress of charging from the mobile app and the  Driver Zone after starting the charge using this tool.

No, the charger will not disconnect by itself. You have to finish charging using the RFID card or using the mobile app or the  Driver Zone. Only then can you safely disconnect the cable from the car’s socket. There is no risk of disconnecting the car too late from the charger – the battery will not be overcharged because the battery management system is watching over it. However, if you leave the car connected to the charger for a long time, you can be billed an additional charge for minutes.

Yes, charging is possible even in unfavorable weather conditions, because our chargers are equipped with a protection system against external factors.

Yes, lower temperatures reduce the charging speed & power.

GreenWay Support Center is open 24 hours a day, 7 days a week. You can call (+48 58 325 10 17), write an email to [email protected], or fill out the contact form on the website.

All damages, breakdowns, or problems occurring during charging can be reported by phone (+48 58 325 10 77), by e-mail ([email protected]), or by filling out the contact form on the website.

In these situations, you can call the police or the municipal police. Our parking spaces are marked with the D-18a sign to indicate that it is reserved for electric cars during charging. According to the regulations in force, this is a sufficient sign that the relevant services will react and even issue a mandate.