{"id":3366,"date":"2023-04-05T14:27:39","date_gmt":"2023-04-05T12:27:39","guid":{"rendered":"https:\/\/h2-mobility.de\/?page_id=3366"},"modified":"2025-12-23T09:44:42","modified_gmt":"2025-12-23T08:44:42","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/h2-mobility.de\/en\/frequently-asked-questions\/","title":{"rendered":"Help center"},"content":{"rendered":"\n\n\n\n\n\n\n\n\n\n<\/a>\n\n\n
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\n Payment<\/strong>\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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What payment options are available to me at H2 MOBILITY stations?<\/div>\n\t\t<\/div>\n\t\t
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Payment at our stations is usually done with the H2 MOBILITY Card<\/strong>. You can apply for this via H2.LIVE<\/a>. 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.
Click here<\/a> to find more helpful information about it.

In order to simplify authorisation and payment for all refuellers, we are also working on enabling the acceptance of additional means of payment. At selected H2 MOBILITY stations, especially in border regions, ad-hoc payment can also be made by girocard as well as credit card and debit card. In addition, ryd pay<\/strong> and the DKV<\/strong> fuel card <\/strong>have recently been added as payment options for most of H2 MOBILITY’s 700 bar stations. For more information on which means of payment are permitted at which H2 MOBILITY station, please refer to the respective station profile on the H2.LIVE website<\/a> and app<\/a>. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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Do I have to enter the refueling station shop to pay?<\/div>\n\t\t<\/div>\n\t\t
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At H2 MOBILITY stations you do not<\/strong> have to enter the shop to pay. Payment for hydrogen is made directly at the terminal. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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Will I get a receipt directly at the hydrogen refueling station?<\/div>\n\t\t<\/div>\n\t\t
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Yes. You can request and retrieve a receipt from the card terminal during authorisation or after completing the refuelling process. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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I authorised a higher amount at the terminal than I actually spent afterwards. What amount will be charged?<\/div>\n\t\t<\/div>\n\t\t
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You only ever pay for the hydrogen that you have actually filled up at the station.
Example: You select and authorise an amount of 100.00 \u20ac at the terminal, but only refuel for 43.82 \u20ac – Your account will be debited with an amount of 43.82 \u20ac. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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What can I do if my account has been debited with the wrong amount? <\/div>\n\t\t<\/div>\n\t\t
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Please check first whether the amount was actually collected from your account. For ad-hoc payments (e.g. via girocard, credit card or ryd pay), a so-called “pre-authorisation” takes place. This involves reserving a certain amount from your account to ensure that your account is active and sufficiently funded to carry out a transaction. However, if the actual transaction is less or does not take place, this pre-authorisation will be cancelled and the reserved amount will be released back to your account within a few days.
If no pre-authorisation but an actual booking has taken place, please contact the issuer of the means of payment. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<\/a>
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Who do I contact if I have problems with authorisation, payment or billing?<\/div>\n\t\t<\/div>\n\t\t
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If you have difficulties authorising yourself at a station with your payment medium, please first check whether it is really accepted at the selected station. You will find information on this in the detailed view of the station on the H2.LIVE map. If the problem persists despite acceptance, please contact the issuer of your payment medium.

Click here<\/a> to find further answers on where the H2 MOBILITY Card<\/strong> is accepted, how to apply for it as well as further information on payment and billing.

If you have used a payment method from one of our payment partners, please contact them directly:
-ryd pay: Service number: +49 8912089343 \/\/ E-mail: hilfe@ryd.one \/\/ FAQ<\/a><\/a>
-DKV: Service number: 0800 3333 022 <\/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 Refuelling process<\/strong>\n<\/h2>\n\t\t\t<\/div>\n\n\t\t\n\t\t\n\t\t
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Why does it hiss?<\/div>\n\t\t<\/div>\n\t\t
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Your vehicle and our dispenser communicate via an infrared interface. As soon as the tank hose is locked, the refueling level of your tank is determined by a test surge. After a short pause, the refuelling process begins. Don\u2019t worry about a hiss when the gaseous hydrogen is pressed into the tank and the hose tenses. \u00a0In Linde systems, you can monitor the rising pressure in the tank via a pressure gauge on the side. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Replace the dispenser properly! Why this is so important.<\/div>\n\t\t<\/div>\n\t\t
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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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Why does the refuelling take longer on hot days?<\/div>\n\t\t<\/div>\n\t\t
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When refuelling an H2 vehicle, heat is generated as the pressure in the tank increases. For this reason, the hydrogen is pre-cooled before it is refuelled. At high outside temperatures, starting at about 28 \u00b0C, we slow down the cooling a little bit to better counteract the compression heat and the high outside temperature. Therefore the refuelling takes a little longer. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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My vehicle won\u2019t fill up completely \u2013 What can I do?<\/div>\n\t\t<\/div>\n\t\t
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The maximum refueling level for vehicles can vary between individual hydrogen refueling 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. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Ice on the fuel nozzle \u2013 What does it mean?<\/div>\n\t\t<\/div>\n\t\t
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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 \u00b0C and -40 \u00b0C. So it can happen that ice forms on the nozzle when there is high humidity. <\/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 difficulties when removing the fuel coupling?<\/div>\n\t\t<\/div>\n\t\t
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Our H2 systems are pre-cooled because refuelling under pressure generates heat. In some older systems, cooling may cause the coupling to briefly \u2018freeze onto\u2019 the car\u2019s tank nozzle. If the coupling is stuck, simply push the coupling towards the vehicle and then remove it. We are gradually retrofitting all older systems, as the problem has been eliminated in newer couplings. <\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n
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Is there a support hotline in case of problems or malfunctions?<\/div>\n\t\t<\/div>\n\t\t
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We offer a 24\/7 support hotline for all H2 MOBILITY stations: 00800 8000 4444. 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. <\/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\n\n\n\n\n\n","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-3366","page","type-page","status-publish","hentry"],"yoast_head":"\nHelp center - H2Mobility<\/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-mobility.de\/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=\"Help center - 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