FAQ & Contact | iléwatt, MEL's charging service

What is iléwatt?

With the iléwatt charging service, you can have access to the Métropole de Lille's electric charging network. Check the website or mobile application to find the available charging points.

I am a pass pass électrique customer, can I charge on the iléwatt network?

You can use your Pass Pass card on the iléwatt network, in addition to the pass pass électrique network. Visitor rates will apply.

If you want to enjoy preferential rates on the iléwatt network, you can subscribe to the service for only 5€ per month (no commitment).

I have a question / I encountered a problem on the pass pas électrique network

If you need assistance with the pass pass électrique network, please visit the website https://support.passpasselectrique.fr/support/home

Can I change my e-mail address?

Your e-mail address is used as identification and therefore cannot be modified. If you no longer have access to your e-mail, you will have to cancel your current subscription and account and create a new account with another e-mail address.

How can I create an iléwatt account?

On the iléwatt website or mobile application, you can create your account in "My account".

Why do I need an iléwatt account?

By creating an account, you can subscribe to the iléwatt service and charge on the iléwatt network at preferential rates. You can find your charging history as well as your previous invoices.

Why do I need an iléwatt subscription?

Subscribing to iléwatt enables you to enjoy preferential rates for your charges on the iléwatt network.

What steps should I follow to subscribe?

Select the offer and enter your personal information, your Pass Pass card number, as well as your means of payment. After accepting the TCUs, your subscription is effective.

How can I take full advantage of my iléwatt subscription?

In order to use your iléwatt subscription and enjoy preferential rates, you must associate it with a Pass Pass card. You will then be able to use the Pass Pass card with your iléwatt account on the MEL electric charging network.

How do I subscribe if I don't have a Pass Pass card?

You can subscribe to iléwatt without a Pass Pass card. However, in order to activate your subscription and enjoy preferential rates, you must associate it with a Pass Pass card. Once you receive your card, go to your iléwatt account, enter your Pass Pass card number, and activate your subscription.

What's the validity of my subscription?

Your subscription is renewed automatically every month. You can cancel it at any time.

I didn’t receive my confirmation e-mail

If you haven't received your confirmation e-mail upon subscribing,

Make sure that you provided the correct e-mail address
Check your spam folder
Contact Customer Service at 03 66 21 80 00.

I would like to cancel my offer

You can cancel your subscription plan at any time on the iléwatt's Mobile App or Website, on the "Account" page.

Once cancellation is in effect, your monthly subscription payments will stop.

Why do I need a Pass Pass card?

The Pass Pass card is mandatory in order to subscribe to iléwatt and enjoy the preferential rates. You must link your iléwatt subscription to your Pass Pass card on the website or the mobile app. Once you have linked your subscription to your Pass Pass card, you can use it on the iléwatt network and enjoy preferential rates.

Where can I get a Pass Pass card?

You can order a Pass Pass Card on the website www.passpass.fr or through one of the service's partners mentioned on the website www.passpass.fr.

How much does the Pass Pass card cost?

If you have any questions regarding the Pass Pass card, please consult the website www.passpass.fr.

How do I link my subscription to my Pass Pass card?

You can activate your iléwatt subscription on your Pass Pass card:

upon subscription: during the subscription process, you can enter your card number
on your personal page: on the "Subscription" page, you can click on "Activate". You can then enter your Pass Pass card number to link your subscription to the card.

I lost my card/my card was stolen, what do I do?

If you want to order a new Pass Pass Card, we invite you to contact the Pass Pass service on the website www.passpass.fr or contact the entity that provided the card.

You must also contact every service associated with your card, including iléwatt, by calling Customer Service at 03 66 21 80 00. Once your request is received and processed, you will not be able to charge on the iléwatt network with your subscription. You will receive a confirmation e-mail.

Once you receive your new Pass Pass card, you must associate it with your iléwatt subscription on your iléwatt personal page.

Can I use my iléwatt subscription associated with my Pass Pass card on another network?

No, your iléwatt subscription associated with your Pass Pass card doesn't allow you to charge on another network besides iléwatt.

Who can I contact in case I have a problem with my Pass Pass card?

We invite you to contact the Pass Pass service on the website www.passpass.fr or the entity that provided your card.

Can I use the iléwatt Service without a Pass Pass card?

You can still use the iléwatt service even without a Pass Pass card:

with the QR Code located on the charging point
with your credit/debit card
with the badge of an authorized mobility operator.

In that case, visitor rates will apply.

I am an iléwatt subscriber but I forgot my Pass Pass card

If you are an iléwatt subscriber but have forgotten your Pass Pass card, you can still charge on the iléwatt network using the QR Code or your credit/debit card. In that case, visitor rates will apply.

How do I differentiate the various types of charging points?

We invite you to check the stickers located on the station or the interactive map on the iléwatt website or application to check the different types of charging points.

Where can I find charging stations?

You can find charging stations on iléwatt's Mobile Application or Website.

In the street, they are easy to spot thanks to the iléwatt logo.

How can I book a charging station?

If you are a subscriber, you can book a charging station for free on the iléwatt's mobile application or website. Your booking will be available for 15 minutes.

Can I cancel my booking?

Once you have booked a charging station, you can't cancel it.

How can I know if a charging point is available?

On the iléwatt website or mobile application, you can check the status of the charging points on the interactive map: a green pin means that at least one charging point is available; a blue pin means that all charging points are occupied.

The charging point is not working

Make sure that you are at an iléwatt station. If so, you can call Customer Service, available 24/7, at 03 66 21 80 00 (local calling rates may apply).

What do the LED colors on the station mean?

You can easily check the station's status with the LED display colors:

Green: the station is available
Moving Dark Blue: the charging point is already booked
"Breathing" Light Blue: the charging point is occupied
Still Dark Blue: charging has stopped
Red: the charging point is unavailable

My vehicle is plugged in but is not charging

Charging can start at various moments, depending on the type of vehicle:

Make sure the cable is correctly plugged in.
Make sure that the conditions mentioned by your car manufacturer are all respected.

If the problem persists, please contact our Customer Service, available 24/7 at 03 66 21 80 00.

What cable can I use to charge?

There are various plugs available for your charging sessions on the iléwatt network:

E/F: It is a classic domestic plug, which enables charges up to 3 kWh (whatever the type of charging point). For slow charges only.
Type 2 (also known as T2): European standard, the power accepted depends on the charging point (up to 22 kWh or 50 kWh) and also the model of the vehicle.
CHAdeMO: the cable is already on the charging station, for charges up to 200 kWh on the iléwatt network
Combo CCS: the cable is also already on the charging station and is dedicated to high power charges up to 200 kWh on the iléwatt network.

The power received by the vehicle depends on the charging point as well as the power accepted by your vehicle, depending on the model.

I booked a station, but a vehicle is parked on my spot

Please contact our Customer Service, available 24/7 at 03 66 21 80 00.

Can I start a charging session using the Mobile Application?

You can start a charging session from your smartphone using the iléwatt mobile app.

How do I start charging?

To start charging:

Swipe your card on the Charging point until the LED color becomes dark blue
Plug the vehicle into the charging point using the correct cable (cable is not provided except on charging points of 50 kW and more)
Make sure that charging has started by checking the LED color (breathing light blue) and, if possible, on your vehicle's dashboard.

If the charging point has a hatch, this hatch must be closed in order for charging to start.

How do I stop charging?

To stop charging:

Swipe your card again on the charging point until the LED color becomes green
Unplug the vehicle and put the cable back in its original place.

If necessary, close the hatch.

Where can I find my invoice?

All your invoices are available on your personal page, on the iléwatt Mobile Application or Website.

What means of payment can I use?

Upon subscription to the iléwatt service, you can enter credit/debit card information.

What are the invoicing conditions?

Invoices are issued:

monthly if the amount is 50€ or less
when the amount of your charging sessions reaches 50€

I don't have an iléwatt account, how can I get a receipt at the end of my charging session?

Please contact our Customer Service, available 24/7 at 03 66 21 80 00.

How much is the iléwatt subscription?

The iléwatt subscription costs 5€ per month.

My payment method is expired, how can I update it?

You can manage your means of payment (add, modify) on your personal page by clicking on "My means of payment" on the iléwatt mobile application or website.

When does my charging session stop?

Once you unplug the cable and close the hatch, billing stops.

What rate is used for my charging station?

Costs depend on the type of station and the associated power: 22 kW, 50 kW, or 200 kW. Once charging has stopped, idle fees, based on the time the vehicle stays plugged in, apply.

What is the 1€ fee mentioned when I subscribe?

It is only a pre-approval on your credit card, you will not be charged.

Are the preferential night rates for Subscribers available on all charging points?

Preferential night rates only apply to subscribers and on charging points delivering 22 kW. Visit our website or mobile app to get a list of charging points concerned.

I was charged a pre-authorization fee

Pre-authorization fees are charged by your bank, they are then restored. Restoration time depends on your bank (usually 1 to 10 days). If you have been charged an unusual amount, we invite you to contact your bank.

What’s the difference between charging time vs charging session?

Charging time takes into account the time during which your vehicle has been plugged in and has received power. Once your vehicle has finished charging, we invite you to unplug it and leave the station.

The charging session corresponds to the time your vehicle stays plugged in. It covers the time of the charge as well as additional time if the vehicle stays plugged in while charging has stopped.

If your vehicle stays plugged in for 3 hours but only charges for 2 hours (depending on what it needs), your charging time is 2 hours but your session lasts 3 hours.

Where can I find stations accessible to wheelchairs?

Charging points accessible to People with Reduced Mobility are available on the iléwatt network. You can find them by using the PRM filter on the mobile application or the website (link to the interactive map).

Where can I find my iléwatt customer number?

You can find your iléwatt Customer number on your invoice.

What’s the difference between kVA, kW, and kWh?

kW measures the electric power, it represents the power used by an electric device.

kVA measures the maximum charge that an electric device can take.

kWh measures the amount of energy used by an electric device during 1 hour.

How can I plan my charging session to enjoy preferential night rates?

With iléwatt, subscribers can enjoy preferential rates during night hours, from 11 pm to 8 am. In order to benefit from these rates and depending on the model of your vehicle, you can plan your charging session. You simply plug your vehicle into a charging point whenever you want and program the beginning of your charging session for off-peak hours. To learn more about this feature, please contact your car manufacturer.

Once your vehicle is fully charged, if it remains plugged in, idle fees apply.

I didn’t receive the expected power at the end of my charging session

The power received depends on:

The capacity of the vehicle’s battery: the quantity of energy
The power accepted by the vehicle
The cable used to charge
The type of station
The level of the battery before charging (at 80%, charging slows down)