Frequently asked questions

Activating our services

How do I create an account?

You can create an account on the website or via the app. Creating an account is free of charge. 

To create an account on the website:

On the website, you will see a button under ‘Quick start' with 'register now'. As soon as you click on it, you go through a step-by-step plan where you enter a number of details (such as e-mail address and telephone number). Once your account has been created, you can log in via the website.

To create an account in the app:

First, install the app in the App Store or Google Play Store. After installing the app, click on 'First time here? Register here now'. Then go through the registration process. Once your account has been created, you can log in via the app.

How do I activate a service?

Step 1: Sign up

Don't have an account yet? First, make an account for free. How to create one, can be found under the question 'How do I create an account?' If you already have an account, you can then use all our activation points in the Netherlands at locally applicable rates. To do this, log in to the app or website. 

Step 2: Turn on the power supply, water point or standing/lying fee
Select the location where you are in the app or on the website. Do this by searching the map or by searching the list of names. Then select the right service (harbour or parking fee, power supply or water). Activate the five-digit number* of the activation point you want to turn on. *Please note: the numbers of Walstroom consist of 4 digits.

Step 3: Power supply, water point, or stand/lie down
You can turn off the parking or harbour fee, electricity and water in the same way you activated the relevant service (see step 2). Please note: by removing the power cable from the power strip, the delivery is not finished, you must turn off the delivery via the app or the website! You also have to end the water supply yourself.

How can I tell if an activation point is available?

In the app and or on the website you can see if an activation point is available. You do this by clicking on a location. You can see the activation points with 'not available' or 'free' behind them. If it says 'not available, the point in question is under maintenance and therefore not available. Then select another activation point.

Where can I find the activation number?

The activation number can be found next to a socket or water tap. The number always consists of 5 digits (at Walstroom the number consists of 4 digits). Usually, the activation number is also next to one of our logo's.

How do I recognize an activation point?

Our activation points can be recognized by our logos on the columns, poles, etc. 

Does my plug fit on the power connection?

Our power points are equipped with connections with a 3-pin connector. Some power points also have a 5-pin connector. If you are looking for more information about power points at specific locations, please contact the administrator.

I activated power/water. Can I use the service right away?

It can sometimes take a while for a column to turn on. Normally this takes a few seconds, but due to a busy network, this can increase to several tens of seconds.

I stopped the service, but the column does not switch off. What should I do?

If you have stopped your service via the app, website or phone, but do not switch off the column, you do not have to contact us. The system has received your 'off' request and closes the service administratively. The next customer does not use electricity at your expense.

Where can I see my consumption?

You can see your usage in the app or by logging in to the website. Your consumption is also stated on the invoice.

What should I do if I forgot to turn off a service?

Stop the service. Then send us an email and mention when the service should have actually ended. Our team will review the situation and give you feedback.

Where can I find the PIN code for, for example, sanitary facilities or barriers?

The PIN code is sent via a notification in the app and via your account on the website. The PIN codes are also at the bottom of your session. It could be that the activation messages are merged with the message about the PIN(s), so read the messages carefully. Need help finding the PIN? Then send a message via the app.

Problems

I connected the power, but I'm not getting power. How can I fix this?

There can be several reasons why the current does not (yet) work. See if any of the following may apply.

  • Between activation and the start of delivery, there can be a maximum of 5 minutes 
  • The plug is not connected properly (check both sides)
  • There is no voltage on the power strip (check if the earth switches red)
  • The activation number is incorrect. Check the number at the location (in the app or via the website you can check the number you have entered)
  • Already registered with an account? If not, first create an account for free
  • If you already have an account, make sure you're logged in with the correct username and password
  • If you have lost your password, request a new one by clicking on 'forgot password

There is a short circuit and the earth leakage circuit breaker is folded. What should I do?

Unplug the connector and make sure that the short circuit is fixed. Then check the earth leakage circuit breaker switch. This is usually located behind a transparent access panel in the column or cabinet. The earth leakage circuit breaker should be red; this means that the voltage can be switched. If the colour of the earth leakage is green or grey, the earth leakage circuit breaker is turned off and no power will be available. You can reset the earth leakage circuit breaker yourself by opening the access panel (often unscrewing 2 thumbscrews) and flipping the switch. After the earth leakage circuit breaker has been reset, you can plug it back into the socket.

I suddenly have no power anymore. How did this happen?

We automatically switch off the power supply when no consumption has been measured for a number of hours. We do this because customers sometimes forget to turn off the session. This ensures that the next customer cannot potentially use power on the previous customer's account. By automatically turning off the power, we prevent unpleasant surprises.

How do I make sure my power isn't turned off automatically?

Do you want to be sure that the power does not go out? Connect an energy-saving light or other minimum-consumption device.

What should I do in the event of a malfunction?

Sometimes it happens that the service does not work after activation. This can have several causes, including a malfunction. If you notice a defect or malfunction, please contact the administrator.

I plugged in the water, but I don't get any water. How do I fix this?

First of all, in the winter months and spring, the municipality has turned off the main tap for fear of damage from frost. Does this not apply? Then contact the administrator. Can't get hold of the administrator? Please contact us by sending a message in the app, we will then contact the administrator.

The use of the app and the website

For which systems is the app available?

The App is available for Apple and Android devices. 

There is also a well-functioning website for all devices. 

Are the login details for the app and the website the same?

Yes, the login details for the app and the website are the same.

I can't log in. What should I do?

If you cannot log in, first check whether your login details have been entered correctly. Your username matches the e-mail address you provided for the account. Is it still not possible to log in? Then click on 'forgot password'. You will receive a new password by email. Afterwards, you can log in again with this new password. Change this password by clicking on settings, clicking on 'account settings' and clicking on the 'change password' button. Now choose a new password yourself.

How do I turn texts and emails on or off?

Go to settings and click on 'account' and click on 'notifications'. Here you can check the SMS and email option yourself. In ‘my environment’ (after logging in) you can adjust your settings. Receiving SMS messages costs €0.10 euro cents per message, including VAT.

Where can I see my reservation? How do I cancel my reservation?

You can see your reservation in the app under transactions. To cancel your reservation, click on the reservation and click on 'cancel'.

Personal data

How can I change my personal data (telephone, email, address, etc.)?

In the app, go to settings and click on 'account', then click on 'account settings'. By clicking on the pencil on the right, you can change your details.

How can I change my bankaccount number?

In the app, go to settings and click on 'direct debit'. Here you can enter an IBAN number and BIC number.

How do I terminate my account?

Go to settings in the app and click on 'account', then click on ‘terminate account' and then press 'confirm'.

Payment and billing

How do I pay my invoice?

If you have opted for a direct debit, you do not have to do anything else. The money from the relevant invoice will be automatically debited from your account. Do you prefer to pay without direct debit? That's not a problem. You can find your invoice in the app or on the website. Choose a payment method (e.g. iDEAL, PayPal or credit card) and simply pay your invoice. You will only receive an invoice if you have used our services in the previous month. The invoice will be prepared for you at the beginning of the month. 

It is not possible to pay via the app or website. What should I do?

If it is not possible to pay the invoice via the app or website, you can transfer the amount of the invoice to our account number: NL28 RABO 0139 8504 65, TNV Ease2pay Services B.V., with the description of the invoice number and customer number.

When will I receive my invoice?

You will receive your invoice at the beginning of the month if you have used our services in the previous month. You can find the invoice in the app and when you log in to the website. You will receive a notification when your invoice is ready. 

I have paid my invoice, but I still received a payment reminder. What should I do?

Processing your payment can take up to five days. Within these days, it is therefore possible that you receive a payment reminder in error. We recommend that you contact us 5 days after payment by sending a message via the app.

Too much money has been debited. How do I get this back?

In this case, it could be that you did not stop the service or stopped it too late. You can send us a message via the app. The finance department will review the situation and refund the amount if too much has been paid.

I paid twice. What should I do?

You can send a message via the app. The finance department will review the situation and refund the overpaid money.

I paid with the administrator and in the app. What should I do?

Send us a message via the app and add proof of payment. The finance department will look into the situation and refund the overpaid money.

Why is there a line with 0% VAT on the invoice?

This concerns the tourist tax. You do not have to pay VAT on this.

What is tourist tax? When do I pay tourist tax?

Tourist tax is a tax that you pay if you stay in a municipality where you are not registered. The amount of the tourist tax differs per municipality. The tourist tax is always separate from your invoice.

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