{"id":4244,"date":"2023-04-05T14:16:37","date_gmt":"2023-04-05T12:16:37","guid":{"rendered":"https:\/\/h2.live\/?page_id=4244"},"modified":"2023-12-15T15:33:53","modified_gmt":"2023-12-15T14:33:53","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/h2.live\/en\/frequently-asked-questions\/","title":{"rendered":"frequently asked questions H2.LIVE"},"content":{"rendered":"<\/a>\n\n\n
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Help center<\/strong>
Frequently asked questions <\/h1>\n <\/div>\n \n <\/div>\n\n \n \n
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\n hydrogen drivers <\/strong><\/small>

about us<\/a> | station map<\/a> | refueling<\/a> | payment<\/a><\/h2> station operators<\/strong><\/small>

display station<\/a> | acceptance agreement<\/a><\/h2> \n <\/div>\n \n\n <\/div>\n\n\n <\/div>\n\n\n<\/div>\n\n\n<\/a>\n\n\n
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\n About us<\/strong>
General information about H2.LIVE\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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What is H2.LIVE? <\/div>\n\t\t<\/div>\n\t\t
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With more than 20,000 monthly users, the H2.LIVE platform is the leading information portal for hydrogen mobility in Europe. We provide information on locations and availability of hydrogen refueling stations throughout Europe and are continuously expanding our digital solutions in three main areas “Driver solutions,” “Operator solutions,” and “Payment solutions”. In addition, we operate the H2 MOBILITY Card at refueling stations throughout Germany. With our fuel card, drivers benefit from fast and easy authorization with just one means of payment and transparent monthly billing. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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How is H2.LIVE related to H2 MOBILITY?<\/div>\n\t\t<\/div>\n\t\t
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The company H2 MOBILITY Deutschland GmbH & Co. KG<\/strong> is pursuing the mission of establishing a nationwide hydrogen refueling infrastructure in Germany, i. e. building and operating hydrogen stations. H2.LIVE<\/strong> is a digital service of H2 MOBILITY which brings together people and institutions involved in hydrogen mobility in Europe. With our platform, we are making hydrogen refueling more convenient and and are supporting the European market ramp-up of hydrogen mobility. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What services does H2.LIVE offer and who can use the platform?<\/div>\n\t\t<\/div>\n\t\t
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H2.LIVE offers various digital services that support zero-emission driving with hydrogen in Europe.
By using H2.LIVE, drivers of hydrogen vehicles<\/strong> stay up to date: They can find available hydrogen refueling stations in Europe and receive information on how to use them. In addition H2.LIVE operates the H2 MOBILITY Card which enables drivers to authorize at hydrogen refueling stations throughout Germany and to pay seamlessly.
Besides, H2.LIVE allows operators of hydrogen refueling stations<\/strong> to share information about their station with european hydrogen drivers and to receive customer feedback.
Apart from that, we also work closely with station manufacturers<\/strong> to establish API standards in order to connect drivers and operators with real-time information.
These interfaces are also used by OEM <\/strong>such as Toyota, Hyundai and BMW, to display dynamic data about hydrogen refueling stations in their vehicles and apps.
The H2.LIVE offer is constantly being expanded. Stay tuned! <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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How can I get in touch with H2.LIVE? <\/div>\n\t\t<\/div>\n\t\t
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You are driving a hydrogen vehicle and have praise, criticism, or suggestions for the H2.LIVE app or website? Or you operating a hydrogen refueling station and want to add it on the H2.LIVE map, you are interested in accepting the H2 MOBILITY Card as a payment medium at your station or you are interested in an exchange or cooperation with H2.LIVE? Feel free to reach out to the H2.LIVE team via email<\/a>.

If you have feedback on individual stations, you can contact the operating companies directly via H2.LIVE. For this purpose, we\u2019ve included a “Give feedback”-button in each individual station\u2019s details page (simply click on the station) in the app<\/a>. You can even upload photos \u2013 or send general feedback comments here. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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\n The H2.LIVE map<\/strong>
Find a station\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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How do I get access to H2.LIVE’s digital offerings?<\/div>\n\t\t<\/div>\n\t\t
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The services of H2.LIVE are available\u00a0free\u00a0of charge <\/strong>through the\u00a0Apple\u00a0App Store<\/a> and Google Playstore<\/a>. Simply download our app and stay up to date with the latest information on hydrogen refueling stations in Europe. By creating a user account, you will get access to additional features, such as our route planner. Alternatively, you can also access information about hydrogen refueling stations in Europe on our homepage<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What do the different colors of the dots on the H2.LIVE map mean?<\/div>\n\t\t<\/div>\n\t\t
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Every 2 minutes, we pull live information from public hydrogen stations across Europe where you can refuel with hydrogen at 350 and\/or 700 bar! When you zoom in on a country, green and red dots become visible.

Red dot: <\/strong>Refueling is currently not possible at this station. If a station is unavailable due to its opening hours, the red dot is marked with clock hands. If a red station is marked with an exclamation mark, the exclamation mark informs you when the station will start operating again

Blue dot:<\/strong> This station is still under construction. The extent to which the circle is filled shows how far construction has progressed at that site.

Grey dot:<\/strong> This station has been permanently closed by the operating company. We display the grey status for a period of 14 days after the station has been closed.

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 on the H2.LIVE map to open the station profile. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Why can I choose between the 350 and 700bar on the H2.LIVE map?<\/div>\n\t\t<\/div>\n\t\t
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Not every fuel cell electric vehicle can refuel at every hydrogen refueling station. Therefore, you can choose right at the beginning: Are you interested in 350 bar (mainly for buses and commercial vehicles) or 700 bar (mainly for passenger cars, but also refuse collection vehicles). The slider makes it easy for you to choose a station with the appropriate pressure level for your vehicle. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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How do you select the stations that you display on the H2.LIVE map?<\/div>\n\t\t<\/div>\n\t\t
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Together with automotive manufacturers and the Clean Energy Partnership, we have developed a\u00a0guideline<\/a>\u00a0to ensure consistent quality standards of all hydrogen refueling stations displayed on H2.LIVE. In particular, the following six requirements must be met for us to add a station to our H2.LIVE map:

1. Location:\u00a0<\/strong>location of the hydrogen refueling station in Europe.
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2. Accessibility:<\/strong>\u00a0public accessibility for private and commercial hydrogen drivers.
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3. Dispensing point:<\/strong>\u00a0refueling possibility for 350 bar (truck, bus) and\/or 700 bar (passenger vehicle). We do not display 350 bar stations for passenger vehicles on the H2.LIVE map.
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4. Hydrogen capacity:\u00a0<\/strong>hydrogen availability of at least 40 kg per day.
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5. Filling time:\u00a0<\/strong>technical requirements to ensure a maximum filling time of 15 minutes (passenger vehicles).
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6. Master data transmission:\u00a0<\/strong>central master data (station name, geo-coordinates, operator and status information) must be transmitted via\u00a0online questionnaire<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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How can H2.LIVE help me to find a suitable route?<\/div>\n\t\t<\/div>\n\t\t
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H2.LIVE offers not only a station map to get information about available hydrogen refueling stations all over Europe, but we also provide a route planner feature in our app that allows you to include refueling stops when planning a trip with your fuel cell vehicle. In order to get access to our route planner, simply download the H2.LIVE app and create a free user account. You can select the route planner icon on the right side of the station map, enter a start and destination address and further details about your vehicle. A route including refueling stops will then be suggested and you can start navigation in Google Maps, Apple Maps or other navigation apps. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Why is there no Apple Carplay or Google Android Auto option available? <\/div>\n\t\t<\/div>\n\t\t
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Currently, the H2.LIVE app does not support Apple Carplay or Google Android Auto. The route can be conveniently planned on the smartphone and then a navigation app of choice can be used in the vehicle to get to the destination.
However, we understand that it would be convenient to be able to use the H2.LIVE app directly from the vehicle. Therefore, we plan to offer this option in the future. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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How can I receive push notifications for stations?<\/div>\n\t\t<\/div>\n\t\t
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Do you want to be informed when a regularly used station is temporarily out of service? The H2.LIVE app offers the option of activating push notifications for selected stations:

1. Open the H2.LIVE app<\/em>

2. Select a station for which you would like to receive notifications in the event of a fault and when it is subsequently put back into operation and open the station profile<\/em>

3. In the station profile, you will find the menu item “Notify in case of malfunction<\/em>” – activate the receipt of notifications in the event of a fault by clicking on it <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What can I do if I have problems receiving push notifications from the H2.LIVE app?<\/div>\n\t\t<\/div>\n\t\t
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There can be several reasons why push notifications may not work in the H2.LIVE app. Below is a list of the most common causes and suggested solutions:

1. app permissions: <\/strong>Make sure that the H2.LIVE app has the required permission to send push notifications. Go to your device’s settings, search for our app and check if the permission for notifications is enabled.

2. in-app settings:<\/strong> In some cases, push notifications may be disabled within the app. Open the app, go to settings and make sure the option for push notifications is enabled.

3. power saving mode: <\/strong>If your device is in power saving mode, this may cause push notifications to be restricted. Check if your device is in power saving mode and disable the power saving mode if necessary to receive push notifications.

4. background data restriction: <\/strong>Make sure that background data is not restricted for the H2.LIVE app. Go to your device’s settings, select “Apps & Notifications”, and then select our app. Check the settings for mobile data as well as Wi-Fi and make sure that background data is enabled.

5. App update: <\/strong>You may be using an outdated version of the H2.LIVE app, which may have issues with push notifications. Go to the App Store or Google Play Store and check if there is an update available for our app.

6. device restart: <\/strong>Sometimes a simple restart of your device can help fix push notification issues. Turn your device off and on again to fix any temporary issues.

7. operating system update: <\/strong>Make sure your device is up to date. Update the operating system to the latest version to fix any compatibility issues.

If you are still not receiving push notifications after checking these points, please contact our customer support. We will be happy to help you and investigate the issue to find a solution. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Hydrogen refueling\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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How do I refuel hydrogen? <\/div>\n\t\t<\/div>\n\t\t
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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:<\/strong>
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:<\/strong>
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\u2019s 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<\/a>\/Walther<\/a>.

3. Locking the nozzle:<\/strong>
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:<\/strong>
You can then start the refuelling process by pressing the green button on the dispenser. Don\u2019t be startled \u2013 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:<\/strong>
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\u2019s locking ring and pulling the ring towards you.

6 Re-hook the tank nozzle:<\/strong>
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<\/a> illustrating the refueling process at stations operated by H2 MOBILITY Deutschland. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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How much does hydrogen cost at my refueling station?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What payment options are available at my hydrogen refueling station?<\/div>\n\t\t<\/div>\n\t\t
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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<\/strong> for payment. Click here<\/a> to find answers on where this fuel card is accepted, how to apply for it and further information on payment and billing. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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How can I provide feedback on refueling stations or refueling issues?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a>. Thank you! <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Add a station to the H2.LIVE map as station operator\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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What are the advantages for me as station operater when adding my hydrogen refueling station to the H2.LIVE map?<\/div>\n\t\t<\/div>\n\t\t
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Adding your hydrogen refueling station on the H2.LIVE map has various advantages for you as station operator. Displaying your station on H2.LIVE will make drivers from all over Europe aware of your hydrogen refueling station, provides them with station details and informs them about the availability of the hydrogen refueling station. You also get access to feedback from H2.LIVE users, basic statistics and you will become part of a network of European operators. Click here<\/a> to learn more about it. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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My hydrogen refueling station is not yet on the H2.LIVE map. How can I add it?<\/div>\n\t\t<\/div>\n\t\t
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If you are an operator of a hydrogen refueling station and would like to have it displayed on H2.LIVE, please fill out this questionnaire<\/a>, which asks for basic information about the station. If you already have access to the H2.Operator app, you can also easily create the station yourself. To do so, please select the “Add station” option in the H2.Operator app and enter the \u00a0requested information about the station.
Click here<\/a> to find more details on how to add your hydrogen refueling station to H2.LIVE.

You are not an operator yourself, but you have information about a hydrogen refueling station that is not yet shown on the H2.LIVE map yet? Please feel free to send us an email<\/a>. We are looking forward to receiving your hint so that we can contact the operator of the station. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What requirements must my hydrogen refueling station meet to be added on the H2.LIVE map? <\/div>\n\t\t<\/div>\n\t\t
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Our goal is to display all publicly accessible 700 bar hydrogen refueling stations and 350 bar refueling stations for heavy duty vehicles in Europe on the H2.LIVE map. Together with automotive manufacturers and the Clean Energy Partnership, we have developed a\u00a0guideline<\/a>\u00a0to ensure consistent quality standards of all hydrogen refueling stations displayed on H2.LIVE. Click here<\/a> to find an overview of our requirements. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What is the purpose of displaying the availability of my station and what options do I have for making the status of my station available to drivers?<\/div>\n\t\t<\/div>\n\t\t
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The availability status of your hydrogen refueling station helps hydrogen refuelers to recognize whether a station is actually available. The green dot means that the station is ready for refueling, while a red dot indicates that it is out of service. A grey dot can be used to communicate that a station is permanently closed.
You can manually adjust the status of your station via H2.OPERATOR app. In addition, many station manufacturers already provide the option to transmit the current status of a station automatically to our H2.LIVE backend. To find out which option is suitable for your hydrogen refueling station, feel free to contact us directly via email<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What is the H2.OPERATOR app? <\/div>\n\t\t<\/div>\n\t\t
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We have developed the H2.OPERATOR app for operators of hydrogen refueling stations. It allows you to get feedback from H2.LIVE users, customize certain entries in the database (e.g., to enter maintenance intervals and inform customers about downtime), add new stations to the H2.LIVE map and gives you access to basic statistics. You can download the app for free in the Apple App Store (iOS)<\/a> and Google Play Store (Android)<\/a>.
If you do not yet have access to manage your hydrogen station via the H2.OPERATOR app, simply send us an email<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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\n H2 MOBILITY Card<\/strong>
Acceptance of the fuel card\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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Acceptance of the fuel card<\/div>\n\t\t<\/div>\n\t\t
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The H2 MOBILITY Card gives you access to public hydrogen refueling stations in Germany. The fuel card allows you to authenticate yourself at the terminal. At the same time, the card is used to assign your refueling data in the billing process. Are you already using our virtual H2 MOBILITY Card? This option allows you to start the refueling process with your smartphone. To do this, you must be logged into the H2.LIVE app with your user account and activate the virtual fuel card in your account. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Where can I use the H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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The H2 MOBILITY Card is valid for hydrogen refueling at all public hydrogen refueling stations in Germany (exception: the industrial estate in the H\u00f6chst district of Frankfurt: here, you will need a credit card).

Unfortunately, the H2 MOBILITY Card isn\u2019t valid outside Germany at this time \u2013 but we\u2019re working on it! Our goal is to ensure hydrogen-powered mobility across borders. You can find out how to pay at hydrogen stations in other European countries in the app<\/a> or on our website<\/a> in the detailed view of the station. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What is the difference between the physical and the virtual H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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The physical H2 MOBILITY Card<\/strong> is a plastic fuel card. To authorize yourself with the physical H2 MOBILITY Card at a hydrogen refueling station, please insert the card into the terminal with the magnetic strip facing downwards to the right and then simply follow the instructions on the display.

With the virtual H2 MOBILITY Card<\/strong>, you can start the refueling process even faster and easier directly with your smartphone and the H2.LIVE app. As with the physical card, you pay for your hydrogen conveniently by monthly invoice or SEPA direct debit. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Card application\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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How do I get the H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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It\u2019s easy! Register through our H2.LIVE app – available in Apple App Store (iOS)<\/a> and Google Play Store (Android)<\/a> or on our website<\/a>. In the \u2018My H2.LIVE\u2019 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<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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How do I authorize myself at a station with my H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Why do I need a tutorial to apply for the H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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\u2019ve made the tutorial a prerequisite for the card application. To complete the training, please watch our short tutorial<\/a>. This will help you familiarize yourself with the refueling process before your first hydrogen refueling. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Who should I contact if I have lost my card, want to block it, I have forgotten my pin or I need more cards?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Billing\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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Which payment methods can I use for my H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What does the physical H2 MOBILITY Card cost?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a>. 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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Where will my invoice be sent?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Can I view my fuel data?<\/div>\n\t\t<\/div>\n\t\t
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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 \u2018My H2.LIVE<\/a>\u2019 and download your fuel data under \u2018My refueling data\u2019. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Use of the virtual H2 MOBILITY Card\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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Is authorization with the virtual H2 MOBILITY Card secure?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What are the advantages of using the virtual H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What means of payment can I deposit with the virtual H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What does the virtual H2 MOBILITY Card cost?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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At which stations can I authorize myself with my virtual H2 MOBILITY Card?<\/div>\n\t\t<\/div>\n\t\t
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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:
– \u00a0Bremen (H2 MOBILITY Deutschland GmbH & Co. KG)
– Frankfurt – Industriepark H\u00f6chst (Infraserv GmbH & Co. H\u00f6chst KG)
– \u00a0Freiburg Fraunhofer ISE Station (FhG ISE)
– \u00a0F\u00fcrholzen West – Rasthof (Autobahn Tank & Rast GmbH)
– \u00a0Hamburg – HafenCity (GP JOULE GmbH)
– K\u00f6ln\/Bonn (H2 MOBILITY Deutschland GmbH & Co. KG)
– \u00a0M\u00fcnster (Westfalen AG)
– Rostock-Laage (APEX Group)
– \u00a0Westre (Grenzstrom B\u00fcrgerwind GmbH & Co. KG) <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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I would like to use the virtual H2 MOBILITY Card – how do I get it?<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What do I do if something does not work?<\/div>\n\t\t<\/div>\n\t\t
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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<\/a> so that we can improve our service for you. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>\n\n<\/a>\n\n\n
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Become part of our acceptance network\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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I am operating a hydrogen refueling station – is it possible that the H2 MOBILITY Card is accepted at my station?<\/div>\n\t\t<\/div>\n\t\t
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The H2 MOBILITY Card is already accepted at the stations of various operating companies. We would be happy to exchange with you about the requirements for creating a cross-acceptance at your station. The best way to do this is to contact the H2.LIVE team directly by email<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What are the advantages of becoming part of the H2 MOBILITY Card acceptance network?<\/div>\n\t\t<\/div>\n\t\t
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As part of the H2 MOBILITY Card acceptance network, you contribute to a positive customer experience by enabling hydrogen drivers to drive throughout Germany with just one authorization medium. In addition, you benefit by:
– Accessibility of your refueling station<\/strong> for hydrogen drivers from all over Europe
– Elimination of the risk of customer default<\/strong>
– Outsourcing of the fracturing of end customers<\/strong>
– Outsourcing of card and data management<\/strong>
– Outsourcing of support for card application and billing issues of customers<\/strong>
– Seamless digital customer experience <\/strong>when accepting not only our physical but also our virtual fuel card <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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What steps are required to add my station to the acceptance network?<\/div>\n\t\t<\/div>\n\t\t
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Creating an acceptance of the H2 MOBILITY Card at your station takes place in three steps. First, we check with you if all technical and legal requirements<\/strong> are met. This is followed by the signing of an acceptance agreement<\/strong>. After a successful refueling test<\/strong>, the H2 MOBILITY Card is activated at your station and can be used by your customers. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t\t\t\n\n\n\t<\/div>\n<\/div>\n\n<\/div>\n\n\t\t\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"list_content":"","list_badge":"","info_top_bar_text":"","info_top_bar_active":false,"footnotes":""},"class_list":["post-4244","page","type-page","status-publish","hentry"],"yoast_head":"\nfrequently asked questions H2.LIVE - H2.LIVE<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/h2.live\/en\/frequently-asked-questions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"frequently asked questions H2.LIVE - 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