Charging Sessions can be started either via App, charging card or Plug & Charge. Depending on which method is used, you may need to secure one or the other or all.

Charging Card

If you lost your charging card, any third person had access to it, or you notice any unauthorized activity in your account which might be related to charging card usage, please follow these steps:

• Block your charging card: To prevent unauthorized Charging Sessions via charging card, order a replacement charging card — this will block the old card.
• Contact our Customer Service in case you need support.
• File a police report. We recommend reporting unauthorized activity to the police. We will fully cooperate in any law enforcement investigations.

App / Remote-Start-Stop

If you notice any unauthorized activity in your account not related to the charging card or Plug & Charge, please follow these steps:

• Change your password immediately. If you can no longer access your account, use the “Forgot password” function to reset it.
• Be aware: Active logins may still allow criminals to use your account even after a password change. Contact the Customer Service of Mercedes-EQ to revoke all active sessions.
• Contact MB.CHARGE Public Customer Service to temporarily lock your account, while you wait for all Charging Sessions to be revoked. You then can request to remove this lock, as soon as your account is secured.
• File a police report. We recommend reporting unauthorized activity to the police. We will fully cooperate in any law enforcement investigations.

Plug & Charge

Plug & Charge is bound to the car. Due to that it can only be misused, if your vehicle was stolen, sold or a person is performing unauthorized Charging Sessions with the car in any other way. As long as the contract certificate is stored on the vehicle and the related contract is active, it can be used for charging authorization.

If you are no longer in control of your vehicle and you notice any unauthorized activity in your account related to Plug & Charge, please follow these steps:

• Contact Customer Service to immediately lock and terminate your contract.
• File a police report. We recommend reporting unauthorized activity to the police. We will fully cooperate in any law enforcement investigations.

Please ensure to always terminate your related charging contract if you no longer own the car, to prevent financial loss from unauthorized Charging Sessions!