Questions about payment & billing

How do I pay for the hydrogen I’ve refuelled my vehicle with?
In Germany, invoices are sent by post or email using H2.LIVE/CARD. If you don’t want to transfer the invoice amount each time, you can select ‘SEPA mandate’ in the card application form or subsequently request it by sending an email to info@h2.live. However, there is one exception: you will need a credit card to refuel at the station in Frankfurt-Höchst.
The station’s app/web details screen tells you how to pay at the various hydrogen filling stations outside Germany. But we are also happy to provide the information directly: simply write to us at info@h2.live. specifying the country.
If you wish to change your payment method or have any other questions, please contact us at info@h2.live and include your username.

Where will my invoice be sent?
The invoice is always sent to the address provided in the card application. If you have a question about a specific H2 invoice or wish to change your billing address, please send an email to info@h2.live

Will I get a receipt directly at the hydrogen filling station?
Yes. You can request and retrieve a receipt from the card terminal during authorisation or after completing the refuelling process.

Do I have to enter the filling station shop to pay?
In Germany you do not have to enter the filling station shop to pay. Payment for hydrogen is usually made by invoice directly via your H2.LIVE/CARD. For information in other countries please refer to the station details.

Can I view my fuel data?
Yes, but only if you are a private customer or if your company has approved this service for you. Then simply pull up the tab on the app or go directly to ‘My H2.LIVE’ on the Internet and download your fuel data under ‘My refueling data’.

How much does hydrogen cost?
Hydrogen is billed in kilogrammes. The price for one kilogramme of hydrogen at all public H2 filling stations in Germany is €9.50 (gross). A fuel-cell vehicle consumes approx. one kilogramme of hydrogen, incurring fuel costs of €9.50, per 100 km. Thus, the fuel costs are comparable with those of an average petrol-powered car that consumes 7 litres per 100 km. (mileage of 14.3 km per litre; 33.6 miles per gallon)

New here? Information about the H2.LIVE/CARD

How do I get an H2.LIVE/CARD?
It’s easy! Register through our H2.LIVE app or online (www.h2.live) in the ‘My H2.LIVE’ section, and apply for your free personal H2.LIVE/CARD. Please confirm that you have completed the video tutorial. You can manage your information on ‘My H2-LIVE’. We will gradually activate more and more features and functions. You will receive the card by post within five working days. It is ready for use. You will find the pin on the back of the card. If ever you wish to delete your account, just send us a message to info@h2.live.

Why do I need an H2.LIVE/CARD?
A personal H2.LIVE/CARD is required for hydrogen refuelling at all public hydrogen filling stations in Germany (exception: the industrial estate in the Höchst district of Frankfurt: here, you will need a credit card). The fuel card is used to authenticate yourself at the terminal. It also serves to assign your refuelling data in the billing process. Unfortunately, the H2.LIVE/CARD isn’t valid outside Germany at this time – but we’re working on it! Our goal is to ensure hydrogen-powered mobility across borders

Why do I need a tutorial to apply for an H2 fuel card?
In principle, refuelling with hydrogen is almost like filling up with petrol. Remove gas cap, insert nozzle, done. The only significant difference is in the physical state of the fuel: hydrogen is gaseous! So there are some differences. To ensure that all hydrogen pioneers know how refuelling with hydrogen works, we’ve made the tutorial a prerequisite for the card application.

Forgot your PIN? Lost your card? Want more cards?
Who do I contact if I’ve lost my card, want to block it, forgot my PIN or need more cards? Please write to info@h2.live.

VIDEO: It`s just as easy to refuel your car with hydrogen


How do I fill up with hydrogen?
At our stations there are two different tank couplings. In the movie we show how to refuel with both. You can also download the refuelling instructions as a PDF file here:

Refuelling instruction_WEH
Refuelling instruction_WALTHER

Our hydrogen stations are all similar, but have small differences depending on their manufacturer. What all stations have in common is a card reader next to the fuel pump. The reader is either integrated into the dispenser or is very nearby. Insert your fuel card into the reader with the magnetic strip facing down to the right, and then simply follow the instructions on the display.
Remove the dispenser by lifting it upwards out of the slot and then moving it away in a downward direction. After you have opened the fuel tank flap and removed the tank lid, the dispenser nozzle can be placed on the vehicle’s tank nozzle.
There are two different types of coupling at our stations: either the tank coupling locks automatically, or the fuel nozzle has a lever for locking it into place. In the latter case, pull the lever upwards to lock the nozzle, and make sure that the locking ring is snapped forward on the tank coupling. Always check that the fuel nozzle is properly locked into place.
You can then start the refuelling process simply by pressing the green button on the dispenser. Don’t be startled – there is a test surge at the beginning, as the system tests whether the connection is secure and how much hydrogen is still in the tank. The refuelling process ends automatically and the green button lights up or stops blinking. Now you can release the locking device by activating the small crossbar on the fuel nozzle lever or by pressing the white button on the fuel coupling’s locking ring and pulling the ring towards you.
Hang the dispenser back into place, going from the top down. Please check that it is correctly engaged, otherwise the system will not be able to complete the refuelling process and prepare for the next refuelling. Now just close the fuel filler flap and enjoy your next 500-700 kilometres of emission-free driving!

Why does it hiss?
Your car and our dispenser communicate via an infrared interface. As soon as the tank hose is locked, the filling level of your tank is determined by a test surge. After a short pause, the refuelling process begins. Don’t worry about a hiss when the gaseous hydrogen is pressed into the tank and the hose tenses.  In Linde systems, you can monitor the rising pressure in the tank via a pressure gauge on the side.

Replace the dispenser properly! Why this is so important.
Only when a refuelling process has been completed can the system begin to prepare for the next refuelling and build up the necessary starting pressure. A properly engaged dispenser is a prerequisite for this. Please be careful to do this after refuelling.

Is there a support hotline in case of problems or malfunctions?
We offer a 24/7 support hotline for all H2 MOBILITY stations: +49 800 400 20 23. Please use it only if there is a malfunction! If you require help or support at a station run by another operator, please contact the telephone number shown in the details window of the station.

My car won’t fill up completely – What can I do?
The maximum filling level for vehicles can vary between individual H2 filling stations. Factors such as the outside temperature are also responsible for this. The average filling level is approx. 97%. If your refuelling unexpectedly ends at less than 85%, you can repeat the fuelling process. To do this, end the current refuelling process, including replacing the dispenser. Then restart the process by registering with your fuel card. If you still have difficulties, please contact the operator or the local support hotline.

Ice on the fuel nozzle – What does it mean?
Anyone who has ever inflated a bicycle tyre knows that it warms up as the pressure rises. We refuel hydrogen at 700 bar! The H2 is pre-cooled in our systems, to between -33°C and -40°C. So it can happen that ice forms on the nozzle when there is high humidity.

Difficulties when removing the fuel coupling
Our H2 systems are pre-cooled because refuelling under pressure generates heat. In some older systems, cooling may cause the coupling to briefly ‘freeze onto’ the car’s tank nozzle. If the coupling is stuck, simply push the coupling towards the car and then remove it. We are gradually retrofitting all older systems, as the problem has been eliminated in newer couplings.

How do I refuel hydrogen outside Germany?
At this point, the H2.LIVE/CARD is valid only in Germany, but we are working on introducing payment across borders. If you plan to travel abroad, we already have plenty of information available for you in the App/Web details window of the individual filling stations. We are also happy to provide information directly: Simply send us an enquiry with the destination country to info@h2.live. We will contact you with the country-specific details

Can I submit feedback about filling stations or any refuelling problems I experience?
We welcome and need your feedback! Please use the feedback section of our H2.LIVE app to submit your wishes, constructive criticism, suggestions for individual stations or about the hydrogen infrastructure in general. Or email us at info@h2.live. Thank you!

What does the H2.LIVE map show me?

Welcome to H2.LIVE!
Every 2 minutes, we pull live information from public hydrogen stations all across Europe where you can refuel with hydrogen at 700bar! This means that you are always fully up to date with H2.LIVE online (www.h2.live)  or the H2.LIVE app.
A brief explanation of our map: When you zoom in on a country, green and red dots become visible. Green dot: This station is available. Red dot: You can’t fill up here at this time. An exclamation mark by a green station usually indicates maintenance dates; by a red station it informs you when the station will start operating again. If a station is unavailable due to its opening hours, the red dot is marked with clock hands. If we didn’t receive any live information, we assume that it is possible to refuel, but will put a question mark by the station.
For each station you will also find additional details, including its address, operator, opening hours and usually also contact details. Just click on the dot.
We offer a free 24/7 service hotline at all H2 MOBILITY stations: +49 800-400 2023.

‘Future’ button 
Would you like to take a look into the future of hydrogen? Activate the ‘Future’ button in the upper right-hand corner to see where we are currently building stations, in blue. The extent to which the circle is filled shows how far construction has progressed at that site.

Tell us what you think! Share your thoughts with us!
If you have praise, criticism, or suggestions, we would love to hear from you – including about individual stations. Which is why we’ve included the option of opening a form via each individual station’s details page (simply click on the station) in the app. You can even upload photos – or send us general feedback comments here. Thank you!

What is H2 MOBILITY and what is H2.LIVE?
H2 MOBILITY Deutschland GmbH & Co.KG is our company, tasked with establishing a nationwide hydrogen infrastructure in Germany, i.e. building and operating hydrogen stations. H2.LIVE is our digital service, which among other things maps the entire European infrastructure.
H2 MOBILITY Deutschland was founded by the partners Air Liquide, Daimler, Linde, OMV, Shell, and TOTAL and is responsible for the nationwide establishment and operation of a hydrogen infrastructure to supply cars with fuel-cell drives in Germany. We handle all of the operational tasks, including network planning, permitting, procurement, construction, and operation. Our first goal is to operate 100 hydrogen stations in seven German metropolitan areas (Hamburg, Berlin, Rhine-Ruhr, Frankfurt, Nuremberg, Stuttgart, and Munich), and along the connecting arterial roads and motorways, in the course of 2020 regardless of vehicle numbers, as a prerequisite for hydrogen mobility. After this, we will continue building depending on demand and the market ramp-up of fuel-cell vehicles.
H2.LIVE is the digital refuelling service that can be downloaded free of charge as an app from the App Store and Google Play or online at www.h2.live. Here you can get real-time information about individual stations, find out when maintenance is planned, or apply for a fuel card. The H2.LIVE offer is constantly being expanded. Stay tuned!