Support questions and answers

Got a question? Hopefully it's answered down below! Otherwise, don't hesitate to ask us on our support chat!

What to do if I was charged the reservation amount but no powerbank was ejected?
If no powerbank was ejected, then the reserved amount will be released within 30 minutes. Please wait 5 minutes and try to start a rental again.
What to do if I return the powerbank but the rental is still Active?
First, try restarting the app; sometimes, the app-interface needs to refresh to update. If it’s still active after restarting the app, check if the station is offline (no lights are on), then notify the venue staff and ask them to turn it on. If the station is on, check so the light next to the slot you inserted the powerbank lights up. If this isn’t an option, please get in touch with our support.
What to do if I have been charged too much and/or want to request a refund?
We’re sorry for the inconvenience you’re experiencing. When you start a rental we reserve the first interval amount and it will be released when you have returned the powerbank. If you still need help please report the issue to us through our customer service team on our app or website.
What to do if the powerbank isn’t working/charging?
We’re sorry for the inconvenience you’re experiencing. If your rented powerbank is not working or charging, please press the “power on” button on the side of the powerbank. If this isn’t working, please remove the charging cable > turn it > and plug it back in. Please note that the powerbank will be out of power after ~1-1,5 hours of usage depending on the device you are charging. If still not working, please return the powerbank and report the issue to us through our customer service team on our app or website.
How do I report a broken powerbank or station?
Please report the issue to us through our customer service team on our app or website.
What do we do if I lose the powerbank?
If you lose a rented powerbank, please get in touch with our customer service immediately to report the loss. They will guide you through the following steps, which may involve a lost item fee.
How much do I have to pay to rent a powerbank?
The rental charges for our powerbanks vary depending on the rental duration and from where you picked up your powerbank. You can find the pricing details when you start the rental.
A hand retrieving a Brick powerbank from a station

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