FAQ
General questions
Electromobility is the new form of individual mobility with cars, which obtains all (electric vehicles) or some (plug-in hybrid vehicles) of its energy from electricity.
We can successively make ourselves independent from fossil energy sources with electricity as an energy source. In this regard, SMATRICS offers the security of using 100% electricity from renewable energy sources. This allows almost CO2-free mobility, significantly reduces fine-particle and noise pollution and increases the quality of life.
As the mass production of electrically chargeable vehicles is only just starting, the costs on the manufacturer’s side are increased. The batteries are also very expensive due to the high quality, performance and safety. These costs will fall significantly in the coming years and thus positively affect the vehicle price.
In addition, electric vehicles are often fully equipped, thus they offer more comfort in comparison to conventional cars. For example, navigation systems and displays normally come as standard. The price is reduced by subsidies and the exemption from normal consumption tax (NoVA) and insurance tax.
Like all vehicles, electric cars must also undergo and pass dedicated safety tests (NCAP etc.) before they can be launched on the market. Therefore, there are no additional risks in comparison to conventional vehicles. For example, the high voltage elements lose their voltage in case of an accident, so that there is no risk for the user.
When charging, the use of incorrect connections or conventional plugs can lead to overheating or fire hazard. There is no risk of electric shock when charging at the SMATRICS charge points or wallboxes.
In general: Electrified vehicles can be charged safely in all weather conditions, and rain or snow are no problem.
At low speeds, electric cars could pose a problem for pedestrians and cyclists due to the lack of engine noise. However, the wind and road noise remains. Therefore, more attention must be paid to pedestrians when using electric vehicles in traffic. The behaviour of pedestrians and cyclists will adjust accordingly with the increase of electromobility in everyday traffic.
company news
SMATRICS EnBW, a joint subsidiary of EnBW Energie Baden-Württemberg AG and SMATRICS GmbH & Co. KG, will operate the largest Austria-wide charging network with 450 charging points at 250 charging locations - including around 250 fast charging points at around 100 fast charging locations - along freeways and in and around conurbations. The electricity at SMATRICS EnBW charging points comes 100% from renewable energies.
Nothing changes for customers of the public charging network with regard to the contractual relationship, charging card or tariffs; they will continue to be fully supported by the company SMATRICS.
SMATRICS product range
SMATRICS offers the following services for private individuals:
- Charging at public SMATRICS EnBW charging stations at along freeways and in congested areas as well as supermarkets, cinemas, petrol stations, P&R facilities, shopping centres
- Private charging stations (wallboxes) at home and charging cables
- Services such as 24 hour customer hotline, news ticker
- Mobile App with charging station finder, availability display and route planner
We need your data to be able to send you the bills and other exclusive offers.
Check our website and click on “become customer”. You can choose a tariff and register, afterwards you can open your user account.
Payment
The new SMATRICS NET contracts (Single NET, Smart NET and Active NET) will be charged per use. Depending on your plan there is a basic fee and the chargin process is charged per minute. Click here for further informations.
Billing by kWh would mean that users park for too long and prevent other users from charging.
change of tariff or cancellation of contract
Depending on the selected plan, there are certain minimum contract terms. After this period elapses, you can change to another plan. Service upgrades are possible at any time.
You will receive notification from us when your new tariff will be valid from.
No, this is billed on a pro rata basis.
If you want to cancel your contract, please send us an email info@smatrics.com.
For SinglePlus, SmartPlus and Active Plus NET contracts from June 1st 2020 onwards, no commitment period applies. There is an ordinary cancellation period of 2 weeks to the end of the month.
SMATRICS Customer Account
You can access your personal account via our website, where you can see all previous charges, under the menu item "last charges".
You can change the password directly in the app or on our website: change password
The SMATRICS user account shows your personal data, as well your charging history.
Unfortunately this is not possible. For changes please contact SMATRICS via email info@smatrics.com.
Customer Card
You get a customer card with the tariffs SinglePlus, SmartPlus and ActivePlus NET. You can start charging with DirectPlus NET only by smartphones or via the website.
Charging process and charging infrastructure
SMATRICS High-speed charging stations are fitted with charging cables. All others vary, some have pre-fitted cables (typ2), others only have sockets (for type1 and type2 vehicles). In general we recommend that you always carrying your own charging cable. If a charging station has a socket or a cable is detailed in our web and app under charging network.
Charging via Smartphone
The SMATRICS App can be downloaded for the iPhone in the Apple Store free of charge. The App is available to download for Android smartphones in the Play Store. Simply download and discover the charging possibilities.
You can learn more about the SMATRICS App here: SMATRICS mobile App for iOS and Android
If you are using the app for the first time, please create a SMATRICS account. Then you can log in with your email address and password.
After logging in you can select a SMATRICS EnBW station from the map view or from the list. In the detailed view of the charging station, select the chosen charging point and click on the "Charge" button. The charge can only be started if the chosen charging point is free and the connector symbol is green. If the vehicle is connected to the charging station, click on the "Start" button to launch the charging process.
Charging via the app only works for customers with valid contracts dated from 1 January 2016.
Before the first login you have to create a SMATRICS account. The e-mail address used for registration must be the same as the one you used when signing up
This service is only available for customers who have signed a contract from 1.1.2016 onwards.
The SMATRICS App is a no cost service for iOS and Android.
The SMATRICS app is available for iOS and Android. For iPhone through the Apple Store and for Android smartphones in the Play Store, both free of charge.
Roaming
At roaming partners you can only start and end charging with a SMATRICS customer card. Starting and ending using the app is not possible. At www.smatrics.com you can select your chosen tariff and receive your personal customer card.
company news
SMATRICS EnBW, a joint subsidiary of EnBW Energie Baden-Württemberg AG and SMATRICS GmbH & Co. KG, will operate the largest Austria-wide charging network with 450 charging points at 250 charging locations - including around 250 fast charging points at around 100 fast charging locations - along freeways and in and around conurbations. The electricity at SMATRICS EnBW charging points comes 100% from renewable energies.
The same applies to corporate customers, because all other services provided by SMATRICS as an international e-mobility service provider for infrastructure, operation, service and IT solutions will continue to be delivered by the company SMATRICS. All location partners will receive the updated contract documents immediately in a separate letter. Of course, the management you know as well as your contact persons will remain unchanged.
Since its foundation in 2013, SMATRICS has successfully developed three business areas and today stands for
- the only nationwide high-performance charging network in Austria
- a comprehensive mobility offer for e-car drivers
- for innovative e-mobility services for companies
Costs and subsidies
Depending on the respective province, there are different subsidy models in Austria for the purchasing of electric or plug-in hybrid vehicles. A good overview of the subsidies can be found here: Subsidies for electric cars.
The location and infrastructure costs consist of hardware costs for the charging infrastructure itself, development and construction costs, as well as electricity supply and consumption fees. The costs per location strongly depend on the number of charge points and the required electricity supply and consumption fees. Depending on the requirements of the respective location, the costs for building a charging station can be between 15,000 € and 100,000 €.
Payment
The charging station can only offer a maximum charging output. The output actually used for charging is determined by the vehicle itself based on various algorithms.
Billable charging procedures begin when you give the "Start" command at the charging station or in the app. The charging process itself can be ended in various ways: by using the "Stop" button on the station or in the app, or by pulling out the charging cable. Please note that the charging can also be stopped automatically by the car. We have no influence over this. We would also like to ask you to leave the charging station immediately after the charging procedure is completed so the next driver can also charge.
We need to make sure that our charging stations are not obstructed by parked cars and subsequent drivers can also charge.
Unfortunately this is not possible for technical reasons.
You will find a list of all charges in your personal account under "Last charges”, on our website or in the app.
Charging process and charging infrastructure
The SMATRICS customer card (RFID card) and a Type 2/Type 1 or a Type 2/Type 2 adapter charging cable, depending on the charging coupler on your vehicle, are required to charge at the public charging stations. Except for DC high-speed charging stations, whereby an additional charging cable is not necessary, as the cable is already integrated in the charging station.
Identification takes place at the charging station with the personal customer card (RFID card). The charging cable is then connected to the vehicle and the charging process begins automatically or by confirming on the display. In order to end the charging process, identification with the customer card must take place again and the cable can then be removed.
The standard plug for the European market is the Type 2 plug. The plug types currently on the market are not yet standardised on either the vehicle or charging station sides. Depending on the vehicle or charging station, either Type 1, Type 2, Combo, CHAdeMO or Schuko (household) plugs are used. The Type 2 plug can be used to charge at most charging stations.
Here you will find more information on the different charging cables: SMATRICS charging cable range
The modern batteries in electrified cards do not have to be fully charged or completely emptied. The charging process can be stopped and continued at any time.
The duration of a full charge depends on the battery and essentially the capacity of the charging station. High-speed charging with up to 50 kW: approx. 20 minutes. Accelerated charging with 22 kW: around 1 hour. Normal charging at home (wallbox, 3.7 kW): approximately 8 hours – specifically for charging overnight.
Depending on the charging station, the charging cable may be fixed to the public charge point or wallbox or it may have to be provided by the customer in order to connect the vehicle to the charging station (SMATRICS charging cable range). You must authenticate yourself with the SMATRICS customer card at the charge point before charging. In order to end the charging process, simply hold the SMATRICS customer card up to the card reader again. Identification is not required for the private wallbox.
SMATRICS EnBW offers high-speed charging stations and accelerated charging stations. The main difference is the charging capacity (unit: kW). The charging capacity of high-speed charging stations is much higher, thus the charging time is significantly reduced.
SMATRICS is the first Austrian provider which built a comprehensive, customer-oriented charging infrastructure to ensure the use of electrified vehicles now and in the future. There will be a SMATRICS charging station within a radius of at least approximately 60 km throughout Austria since mid-2014. The SMATRICS EnBW network will then be successively concentrated with a focus on conurbations and main traffic routes. The electricity comes from 100% renewable energies.
In general, charging is possible at all SMATRICS EnBW charging stations. However. the vehicle must technically support high-speed charging for charging at high-speed charging stations. The following vehicles can currently not be charged at high-speed charging stations: Opel ampera bz/el, Renault fluence, Chevrolet Volt BZ/El and Ford Focus dyb hk electric.
We recommend the installation of a so-called wallbox for simply charging at home. With the wallbox, you can charge the car conveniently and safely at home. We recommend wallboxes, as the charging process via conventional household sockets will load the cables and sockets with very high currents over several hours. Household sockets typically do not meet these requirements.
Yes, you can charge the battery at any time.
In the private sector, it is assumed that the wallbox is installed in a lockable area. With regard to public charging stations, the cable is locked on the charging station side during the charging process until the process is ended by the customer. Many electric vehicles also lock the charging cable on the vehicle side during the charging process.
No, only certified electric vehicles may be charged using the SMATRICS charge points and wallboxes.
The per-minute price for the charging depends on the maximum output per charging point. The maximum output can be found on our website, the app and on the SMATRICS EnBW charging station itself.
In case of malfunctioning of a charging station please contact the service hotline +43 5031351 855. The number is also placed at each SMATRICS EnBW charging station.
No, if a charging session is started using the app/the charging card, it also must be terminated using your own app/your charging card.
This depends on the vehicle, the charging level of the battery and the charging station. An electric car can be fully charged in 20 minutes at our high-speed charging stations.
You can find the opening hours of the individual SMATRICS EnBW charging station on our website and in the SMATRICS app. It may happen that a location partner restricts the charging times.
Our SMATRICS EnBW charging stations meet all safety standards. There is no safety risk when charging with official equipment at the SMATRICS EnBW charge points or wallboxes. Charging instructions are available online.
Charging via Smartphone
The charging is ended by clicking on the "Stop" button. After stopping the charging, the charge is displayed under "Last charges".
Please note: if the charge was started via the app, it must be ended with the app as well. It is not possible to combine the different connection methods (using the customer card or the app).
The charging time displayed in the app may differ from the actual charging time for system-related reasons. The actual duration is displayed under "Last charges".
This can happen if the charging point is occupied or if there is no data connection to the server.
If the charging point is free, please use your customer card.
In this case please contact our service hotline +43 5 031 351 855. The hotline is able to stop the charging session for you.
Business Customers
The range of packages for business customers can be found here: Products for business customers
Besides several charging poles, the SMATRICS wallbox, a small box to fit to the wall, is your personal charging station for fast and safe charging at work. SMATRICS provides you with everything you need from A to Z. From install check up to an introduction to your charging station. From installation and activation, up to extra charging cables for all standard connections. More information can be found here: Business solutions
Our experts for business and municipal solutions are there to provide you with detailed information. Simply call us +43 1 5322 4055 5627 or send us an email to projekte@smatrics.com.
Roaming
At charging network operators which demand a fee, it depends whether there is an agreement between SMATRICS and the given network operator. A list of the current contracted partners and their costs can be found at www.smatrics.com/roaming-partner
All partner stations can be accessed by setting the Geo-filter in the app or on the website. More information about the roaming partners can be found here: roaming partner.
All SMATRICS roamong networks are listed here: roaming networks
Information about the costs can be found here: roaming-partner
SMATRICS roaming partners are listed here: partner networks
All partner stations can be viewed by setting the Geo-filter in the app and on the website. Information about the roaming partner can be found here: roaming networks