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Frequently asked questions

Refueling hydrogen is basically quite simple and works similarly at all hydrogen refueling stations throughout Europe. This is how the refueling process works in general:

1. Authorization:
First, you must authorize yourself at the hydrogen refueling station. Authorization can be done via authorization media like fuel cards, apps, girocards or credit cards. Information on which authorization method is available at a selected station can be found in the station profile on H2.LIVE or by contacting the respective station operator.
Depending on the configuration of your authorization medium, you may be asked to enter a PIN code, the current mileage or the license plate number of your vehicle as part of the authorization process.

2. Withdrawal the fuel nozzle:
After you have successfully authorized yourself at the hydrogen refueling station, please remove the fuel nozzle 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.
Different couplings can be installed on the stations. Refueling instructions for the two common couplings WEH and Walter can be found here as PDF file: WEH/Walther.

3. Locking the nozzle:
Make sure that the locking ring is snapped forward on the tank coupling. Always check that the fuel nozzle is properly locked into place.

4. Start of the refueling process:
You can then start the refuelling process 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.

5. Termination of the refueling process:
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.

6 Re-hook the tank nozzle:
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, take the receipt and enjoy your emission-free ride!


To familiarise yourself with the refueling process, we recommend watching this short video illustrating the refueling process at stations operated by H2 MOBILITY Deutschland.

Hydrogen is charged in kilos at almost all stations. How much the hydrogen costs at a specific station is shown on the dispenser of a station. For all stations where the operator provides us with this information, you can also find the hydrogen price in the station profile in the details section of the individual stations.

Information on which payment options are available at a selected station can be found in the station profile of the hydrogen refueling station. For some authorization media you will also find more detailed information, e.g. on how to apply for it.

In Germany, most hydrogen refueling stations accept the H2 MOBILITY Card for payment. Click here to find answers on where this fuel card is accepted, how to apply for it and further information on payment and billing.

If you would like to provide feedback to a specific operator about his station or your fueling experience, please use the “Give feedback” button, which is available in the station profile in the H2.LIVE app.
The H2.LIVE team also welcomes your feedback to further improve our digital services for you! For requests, criticism or suggestions regarding the H2.LIVE app or website, please feel free to write us an email. Thank you!

It’s easy! Register through our H2.LIVE app – available in Apple App Store (iOS) and Google Play Store (Android) or on our website. In the ‘My H2.LIVE’ section you can apply for your free personal H2 MOBILITY Card and manage your information. You will receive the fuel card by post within five working days. It is ready for use. You will find the pin on the back of the fuel card.

For even faster and easier authorization, the H2 MOBILITY Card is now also available as a virtual fuel card in your H2.LIVE app. Further information on the virtual fuel card can be found here.

You authorize yourself with your physical H2 MOBILITY Card directly at the card reader. The card reader is either integrated into the dispenser or is located nearby. Just insert the fuel card with the magnetic strip facing downwards to the right and then simply follow the instructions on the display. Information on authorization with the virtual fuel card can be found here.

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. To complete the training, please watch our short tutorial. This will help you familiarize yourself with the refueling process before your first hydrogen refueling.

If you want to delete your account, if you have lost your fuel card or if you want to block it, simply log in to your H2.LIVE account and use the corresponding function in the dashboard. Alternatively, you can just send us an email.

You will receive a monthly invoice for all refueling transactions authorized with your H2 MOBILITY Card. The monthly invoice is payable within 30 days net (no discount deductions for early payment).
You can pay the invoice either by SEPA direct debit or via bank transfer. If you do not want to transfer the invoice amount each time, we recommend selecting the SEPA mandate option when applying for a card or changing the payment method afterwards in the My H2.LIVE area on the website or in the H2.LIVE app.

The physical H2 MOBILITY Card is currently free of charge. This means that you only pay for the hydrogen that you are refueling. In the future, however, we want to go plastic-free and thus also without the error-prone card readers. Therefore, we are already testing authorization via smartphone using a virtual H2 MOBILITY Card. This is free of charge and can be applied as of now.
After successful completion of our test phase, the virtual H2 MOBILITY Card will become the primary authorization medium. While this option will remain free of charge, we will introduce a monthly fee for the physical H2 MOBILITY fuel card in the future. We will provide you with further details soon so that you have sufficient time to decide how you want to authorize yourself at hydrogen refueling stations in the future.

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.

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’ and download your fuel data under ‘My refueling data’.

Security is one of the fundamental principles of H2 MOBILITY. Therefore, even when using the virtual H2 MOBILITY Card, our top priority is to ensure that authorization and payment are secure. Like the physical H2 MOBILITY Card, our virtual H2 MOBILITY Card therefore meets all the necessary security standards.

Faster, easier, digital. The virtual fuel card has many advantages:
You save time as you can activate the fuel pump while you are sitting in your vehicle. No additional pin code is required at the payment terminal and you will no longer have problems with the payment terminal due to a defective card reader. You just need your smartphone which enables seamless payment. In addition, the virtual H2 MOBILITY Card also offers hydrogen drivers from abroad and new customers ad-hoc access to hydrogen, as you don’t need to wait for a physical fuel card to be sent by post.

The virtual H2 MOBILITY Card is used for quick and easy digital authorization at the hydrogen refueling station. You will continue to receive a monthly invoice for all your transactions. As with the physical H2 MOBILITY Card, you can pay your invoice either by SEPA direct debit or with a bank transfer. If you use both a physical and virtual H2 MOBILITY Card, all transactions will be shown together on your monthly invoice.

Our virtual H2 MOBILITY Card is free of charge. You only pay for the hydrogen you refuel.
You prefer an analog fuel card? Of course, you can continue to pay with your physical H2 MOBILITY Card. However, once the test phase of the virtual H2 MOBILITY Card has been successfully completed, we will introduce a monthly fee for it. We will provide you with further details soon, so that you have sufficient time to decide how you want to authorize yourself at hydrogen stations in the future.

We are currently in a test phase. In this test phase, most 700 bar filling stations operated by H2 MOBILITY in Germany have already been activated for mobile payment. However, some stations operated by H2 MOBILITY and other partner stations are unfortunately not yet included during the test phase. At the following stations please continue to use your physical fuel card for the time being:
–  Bremen (H2 MOBILITY Deutschland GmbH & Co. KG)
– Frankfurt – Industriepark Höchst (Infraserv GmbH & Co. Höchst KG)
–  Freiburg Fraunhofer ISE Station (FhG ISE)
–  Fürholzen West – Rasthof (Autobahn Tank & Rast GmbH)
–  Hamburg – HafenCity (GP JOULE GmbH)
– Köln/Bonn (H2 MOBILITY Deutschland GmbH & Co. KG)
–  Münster (Westfalen AG)
– Rostock-Laage (APEX Group)
–  Westre (Grenzstrom Bürgerwind GmbH & Co. KG)

As a new customer, you can opt for the virtual H2 MOBILITY Card during the card application process. If you already have a physical H2 MOBILITY Card, you can activate it by sending us an email to contact@h2-mobility.de containing the following information:
– First and last name
– Card number of your physical H2 MOBILITY Card
– debtor number (you will find this on your last invoice)

Once we have activated your virtual fuel card, you can use it for authorization. To do this, you must have the latest version of the H2.LIVE app installed on your smartphone and be logged into your account with your user data.

As we are still testing the virtual H2 MOBILITY fuel card your feedback is very valuable for us! If you have any comments on it or if you notice an error related to the virtual H2 MOBILITY fuel card, please let us know. Simply send us an email so that we can improve our service for you.