FAQ - All about the portal
Questions and answers about the Eponet portal, depositing/withdrawing money, logging in, etc.

Why are fees charged when making a deposit?
Eponet fees – information Fees and charges apply when using credit cards, TWINT, etc. The credit card process, including fraud detection and security checks, CVV and the secure storage of financial transaction data, is carried out by a reputable third-party company. This process and the associated costs are covered by the Eponet fees. You can avoid these fees by using the free deposit option with QR code EZ slip.  

 Fee structure for topping up your Eponet account 

 The Eponet account is based on a prepaid system. When topping up, you can choose from various payment methods with different cost structures.  

 Payment methods 

 Bank transfer (SEPA/QR invoice) Cost structure: 0% Credit duration: 1-2 working days Example: Transfer of £50.00 → Available credit £50.00 Credit card payment (Visa, Mastercard) Cost structure: 4.5% transaction fee + 50 pence Credit duration: Immediate Example: Payment of £52.75 → Available credit £50.00 Explanation of transaction fees Credit card companies charge a so-called interchange fee for each transaction. This fee is set by the card issuers (issuing banks) and payment networks (Visa, Mastercard) and amounts to 4.5% in our system. Important: This fee is passed on in full to the payment service provider. Eponet does not generate any revenue from this. 

 Transparency approach 

 Many e-mobility providers include credit card fees in their base prices, which means that these fees are not visible to the customer. Eponet takes a transparent approach: • Visible cost structure: you can see exactly what costs are incurred• Freedom of choice: you decide which payment method you prefer•    No hidden fees: All costs are displayed before the transaction Credit usage The credit you top up is available in full for charging: ✓ 100% availability – The entire credit balance can be used for charging ✓ No additional fees – There are no additional costs for charging ✓ Direct billing – credits are forwarded in full to operators ✓ Free administration – account management is free of charge Economic background The transaction fee for topping up cannot be covered by Eponet because: 1. The credit is used 100% for charging 2. The payment is made in full to the charging station operator 3.    Credit management is already provided as a free service The fee corresponds to the actual costs of the payment service provider and is passed on without any surcharge. 

 Frequently asked questions 

 Does Eponet generate revenue from credit card fees? No. The 4.5% is passed on in full to the payment service provider. Why is credit card payment offered if fees are charged? To offer you maximum flexibility. Some users prefer the immediate availability of funds over the fee-free but delayed bank transfer. How can transaction fees be avoided? No transaction fees are incurred when using bank transfers or QR invoices. Does the fee structure comply with industry standards? Yes. The interchange fees for credit card transactions are between 3.5% and 5% on average in Europe. Recommendation For regular top-ups, we recommend using bank transfers to avoid transaction fees. For one-off or urgent top-ups, credit card payments offer maximum flexibility. 

 We explain the principle in 60 seconds in our video .

Bank details to deposit money / top up balance - new bank details
New bank details When you generate a QR code payment slip in your account, the new bank details are already stored! 

 

 To deposit money into your account free of charge, you can generate a QR code payment slip on the portal or via the Eponet Go app. Please always use a current QR code payment slip. This ensures that your money is transferred securely and automatically to your account. The new bank details are already stored. 

 

 This QR code deposit slip contains the correct and current Eponet bank details and a reference code. Scanning the original QR code deposit slip ensures that the money is automatically transferred to your account.  

 

 

 

 Information regarding the following note: 

 

 When you scan the QR code deposit slip, all data is transferred correctly and there is no risk of you being charged CHF 28. This flat fee of CHF 28 is only charged if you enter the data (IBAN) manually and the QR reference code is missing or incorrect data is entered during manual entry. In such cases, we have to search for the payment manually and assign it to your account. This enormous amount of time can be avoided if you simply scan the QR code payment slip with your banking app.  

 

 The bank details have changed so that we can optimise this free deposit for you and make comparisons more quickly in future. Thank you for your understanding.

I have paid money into my account. How long does it take for the money to reach my account?
When topping up your balance using the EZ-Schein QR code, there is a text field with information on how long it will take for the amount to be credited to your account. Eponet can offer this service free of charge and without any fees! 

 

 

 Have you missed the deadline for topping up and want to increase your balance immediately? With a credit card or TWINT, the amount will be credited to your account within seconds and you can continue to use your services. 

 Minimum balance reminder: To prevent your balance from falling too low, you can enter an amount in your profile settings under "lower limit" that will alert you when your balance is low:

I have paid money into my account. Why is the VAT missing?
When topping up your balance/depositing money, there is no VAT charge, as no service has been provided. 

 This process is similar to transferring funds between accounts in your bank account. There is no VAT billing there either. Only when you use a service is a service provided, and this is shown in your account with VAT. You can find these receipts for each transaction in your account under Finances. The VAT number of the service provider (if subject to VAT) is also listed on each receipt.

Why do I have to validate my e-mail address to withdraw money?
An Eponet account has a balance, and you can deposit and withdraw money. When it comes to your money, we take security seriously. For this reason, you can activate two-factor authentication on every account for your security. 

 Withdrawal process / email validation 

 During the withdrawal process, we must validate your email address once for your security.  

 There are many reasons for a withdrawal. We have customers who no longer need our service and want to have their remaining credit paid out. Or administrations that collect the credit from the charging stations on a quarterly or half-yearly basis to pay the electricity bill. Or even if someone has simply paid money into the wrong account and therefore has to pay it out again. This process is also only possible with a validated email address. 

 Please understand that in such cases, where someone has accidentally paid into the wrong account in a hurry, we cannot transfer the money from one account to another. You cannot call a bank if you have paid CHF 200 into account A and ask the bank to transfer the money to account B.  

 If you are a user with an account for e-mobility or machine billing and your account email address and payout email address are identical and there are no other authorised users on your account, this validation is relatively straightforward and quick.  

 For companies, rental properties or condominiums – and accounts where there are several authorised users – we take a closer look and require a signed form from someone who is registered with Zefix/the commercial register. If there are two authorised signatories, we require both signatures. The payout process is described here.

I can no longer log in - The login page requires 2-factor verification
If you want to log in and a pop-up window with the heading "2-factor verification" appears, you have previously activated this security feature with your smartphone and an authenticator app (Google Authenticator or Microsoft Authenticator app).  

 

 

 Caution : Please note that two-factor authentication is a security component that cannot be easily deactivated if Eponet is used incorrectly. It can only be activated with the Google or Microsoft authenticator app – and therefore can only be deactivated with the same app. 

 

 If, for any reason, you are unable to deactivate it, it can be reset for a fee as described here .

Forgotten password - Why do I not receive an e-mail to enter a new password?
If you have forgotten your password, you can use the 'Forgotten password' function in the login window to have an email sent to you with a link to enter a new password. 

 If you have not received an email, check your spam/junk folder.  

 

 If you cannot find the email in your inbox, try the "Forgotten password " function again – but after pressing the "Send" button, please wait until you receive a confirmation. 

 

 Please wait until the following message appears. Do not leave the page until you see this message: 

 

 The entire procedure for forgotten passwords is described here: Forgotten password