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FAQ - All you need to know

Charging Station

Please choose your charging station

Webasto Pure

The Webasto Pure has the following advantages:

   •  Adjustable charging capacity from 3.7 kW to 11 kW or 3.7 kW to 22 kW (depending on which charging capacity you order).
   •  A 4.5 m cable with connectors
   •  Faster charging than using a standard domestic socket (max. 10 A): up to 5x faster with the
   •  11 kW variant and up to 10x faster with the 22 kW variant.
   •  Simple and convenient operation
   •  Good price/performance ratio
   •  High-quality workmanship
   •  "Made in Germany" quality
The Webasto Pure can charge using a type 2 connector according to EN 62196-2. The type 2 connector complies with the European standard.
You can always charge one vehicle using Webasto Pure.
Basically, the variants differ in their charging capacity and the scope of the installation. In addition, different charging cables are fitted to the charging station, matched to the charging capacity. For the 22 kW variant, the installation requires higher fuse ratings and larger supply cable cross sections, among other things. There are also differences when it comes to the grid operators. Most grid operators only require notification of an 11 kW charging Station, while a 22 kW charging station additionally requires approval. Variations in grid quality means that there are regional differences here between the individual operators.
The charging station should only be cleaned with a dry cloth. Please do not use aggressive cleaning agents, wax or solvents. If necessary, you can wipe the cable with a damp terry towel.

Webasto Live

Among other things, the Webasto Live offers you the following advantages:

   •  Connectivity function
   •  Future-proof through online updates
   •  Provision of billing data
   •  Local load management for up to 250 charging points
   •  Convenience thanks to Plug & Charge (ISO 15118)
   •  Support of standard back-end systems

Thanks to the smart connectivity function, the Webasto Live can be used by everyone on an individual basis. Whether it is for when you are at home, for your electric fleet or for electric company car drivers - the intelligent charging station makes everyday charging easier for you. The Webasto Live is also interesting for users who operate a Home Energy Management System (HEMS) or a photovoltaic system.
In general, this is possible and useful. The photovoltaic system, however, must at least feature a communication interface or a switching output for this. You can ideally control your own consumption with intelligent controls via a Home Energy Management System (HEMS) or a communicating inverter with its own measurement data acquisition system.
The scope of delivery includes two so-called LiveAccess devices with which you can authenticate yourself via RFID technology to the Webasto Live. This makes it possible to narrow down the group of users accordingly. The charging process can also be started via the LiveApp. If you do not want to use this authentication option, you can deactivate it via the configuration interface. You can order additional LiveAccess devices from us.
The Webasto Live can charge using a type 2 connector according to EN 62196-2. The type 2 connector complies with the European standard.
You can always charge one vehicle using the Webasto Live.
Due to standard and legal safety regulations, a type 1 connector may not be used.
Basically, the variants differ in their charging capacity and the scope of the installation. In addition, different charging cables are fitted to the charging station, matched to the charging capacity. For the 22 kW variant, the installation requires higher fuse ratings and larger supply cable cross sections, among other things. There are also differences when it comes to the grid operators. Most grid operators only require notification of an 11 kW Charging Station, while a 22 kW charging station additionally requires approval. Variations in grid quality means that there are regional differences here between the individual operators.
The charging station should only be cleaned with a dry cloth. Please do not use aggressive cleaning agents, wax or solvents. If necessary, you can wipe the cable with a damp terry towel.

Webasto Live - Connectivity

Smart, efficient and networked: Connectivity makes your Webasto Live intelligent and offers numerous digital functions. You can easily use it via the Webasto LiveApp and the Webasto Charging Portal. For example, you can monitor the status of your charging station around the clock, set charging functions, remotely operate your charging station or flexibly define who can charge. Please note that in order to use the Connectivity functions, there must be sufficient network coverage at the installation location.

Our intelligent Webasto Connectivity Services consist of two different Connectivity packages - the Home and Professional packages - that you can easily add to the Webasto Live. You can book the Home package directly to the Webasto Live via the online shop. Please note that it is not possible to subsequently purchase the Connectivity package. You can request the Professional package directly via our contact form. Each Webasto Live comes with an integrated eSIM card, which is automatically activated when you purchase either package.

There are two different Connectivity packages: a Home package and a Professional package. You can book the Home package directly to your Webasto Live via the online shop. Please refer to the order page for costs. You can request the prices for the Professional package directly via the contact form.

The scope of delivery includes two so-called LiveAccess devices with which you can authenticate yourself to the Webasto Live. This makes it possible to narrow down the group of users accordingly. The charging process can also be started via the LiveApp. If you do not want to use this authentication option, you can deactivate it via the configuration interface. You can order additional LiveAccess devices from us.
You can add more LiveAccess devices using the LiveApp, the Charging Portal, and the configuration interface.
The Webasto Live is always supplied preconfigured. There are additional settings in the user interface that are necessary for configuration. If you do not want a preconfiguration, refer to the operation manual for instructions on how to restore the factory settings.
If you are in the immediate vicinity of the Webasto Live device, you can call up a configuration interface via a local hotspot. Here, you can configure a variety of settings: from adding a new LiveAccess device for authentication on the Webasto Live to individual settings for load management and firmware updates.
Yes, the Webasto Live contains a GSM module, a mobile radio standard for fully digital mobile radio networks.
You can use the Webasto Live Connectivity with GSM, WLAN or LAN. Each Webasto Live device comes with a GSM module including a eSIM card as standard. If you have sufficient network coverage at your installation location, you can automatically use the Connectivity function with GSM. If this is not possible, you can also use a connection via WLAN or LAN. You can connect to your WLAN yourself via the configuration interface. You can get assistance from your installation partner to connect to your personal LAN.
You can easily check whether there is sufficient network coverage with your mobile phone: Go to where the Webasto Live will be located/suspended. Then look at the reception strength displayed on your mobile phone (usually indicated in bars). In the event of poor network coverage, you can establish a connection via LAN or WLAN to the Webasto back-end.
You can connect to the Webasto back-end via LAN or WLAN. You can easily connect to your WLAN yourself via the configuration interface. To connect to your LAN, you must consult your installation partner.
An eSIM card is installed in the Webasto Live device. This is not tied to a specific operator. Instead, it automatically searches for the strongest network provider at your installation location.
Yes, that is possible. Please note that the pre-configuration for connection to the back-end must also be updated. Please note that we can only provide limited support if you replace your eSIM card. The installation partner on site can help you here. The installed eSIM card offers flexibility, especially for companies.
If you want to replace the standard eSIM card with your own, you will find the eSIM card slot below the Webasto Live device cover in the connection compartment. Only a person authorized to install eSIM may replace an eSIM card.
You can view the complete charging history via the Webasto Charging Portal. Using an Excel report, you can perform billing flexibly. All data of the charging history such as the date, charging duration and charged kilowatt hours is summarized here.
Based on your charging history, you can track the kilowatt hours charged at home and thus receive a refund from your employer. The billing is based on an Excel report.
Webasto stores your data in Europe and in compliance with existing national and European legislation. The data is stored by Allego, Webasto's certified partner.
It will be possible to integrate it into a Smart Home via an IP-based connection at a later date (2020 at the latest).

Accessories

The delivery package includes a stand, a cover, installation instructions and a screw kit for mounting an earth connection and the charging stations.
We offer single or double sided charging station stands.
The Webasto Stand offers burr-free holes to prevent damage to the cables. It also features a removable cover for easy installation. With a curved lid, you can be sure that water won`t pool on top either. In addition, a high level of safety is achieved through the earth connection and high corrosion resistance.
They are suitable for both the Webasto Pure and Webasto Live charging stations.
The stand is suitable for mounting on a concrete foundation. Please refer to the enclosed installation instructions for the exact mounting steps and notes.
No, safety requirements mean that it is not permitted to use an adapter.
Only original Webasto spare parts may be fitted on Webasto charging stations. We would like to point out that a cable must always be replaced by a qualified electrician. In case you replace a Webasto cable with one from another manufacturer or it is not replaced by a qualified electrician, Webasto will not accept any liability for any resulting damage. In this case, warranty or guarantee claims cannot be asserted against Webasto.

On-Site Analysis

The On-Site analysis is designed to ensure the installation is implemented safely and successfully.
If you have selected the On-Site analysis when purchasing your charging station, our installation service partner will be instructed when the charging station is shipped. They will contact you and arrange an appointment at which a Webasto-authorised, qualified electrician will initially check the conditions on-site and record what needs to be done in order to install a Webasto charging station. The time taken for a On-Site analysis depends on the scope of the site to be assessed, and will usually last around 1 hour. The electrician will then prepare a cost estimate for a regulation-compliant installation, which you can view and order in the online shop. During the On-Site analysis for the installation of a Webasto Live, the installation partner assesses the local conditions and the various options for connecting the charging station to the Internet (GSM, LAN or WLAN). An Internet connection is necessary if you want to use the connectivity functions of Webasto Live. You will receive an individual cost estimate based on this.
After a On-Site analysis has been carried out, you will receive an individual cost estimate for the installation at your site within two working days. You can confirm this in your Webasto customer account and order the installation accordingly. If you have not yet purchased a Webasto charging station in the online shop, you must order a charging station before ordering the installation and link it to the On-Site analysis in your customer account. If you have already purchased the charging station elsewhere, you can link your charging station to your Webasto customer account by entering the serial number.
The price includes the On-Site analysis for up to three Webasto charging stations at the same location (house distributor).

Installation

As soon as you have ordered the installation in the online shop, the Webasto installation partner will contact you within four working days to arrange an appointment for the installation. The Webasto installation partner carries out all the necessary steps that were previously included in your cost estimate - from installation and commissioning to testing and instructions on the functions of your charging station. During commissioning, the maximum performance data is also set, taking into consideration the installation limit, either by using the existing DIP switch in the installation area of the Webasto Pure charging station or on the configuration interface of the Webasto Live charging station. The installation generally takes about 4-8 hours, this may vary depending on the work required. After the work has been completed, you will receive the invoice.
The installation costs vary significantly depending on the conditions at the installation site, and are therefore determined by our installation partner on site during the On-Site analysis. The precise installation price depends, for example, on the scope of the installation, on the distance of the charging station from the distribution board and on any through-holes that need to be made.
Webasto works with authorised electricians who have the professional prerequisites and experience to install charging infrastructure.
An installation manual is enclosed with the delivery. Nevertheless, we point out that the installation may only be carried out by a qualified electrician and recommend the Webasto installation service.
Yes, this is possible. Advice: You can benefit from a Webasto partner installation when you order an On-Site analysis and then agree to the installation offer. Then, your charging station is installed by a certified electrician.
The duty to register and/or have the installation approved is set out in the technical connection conditions of the respective energy supplier. Generally, charging points with a charging capacity >12 kW must be registered and approved before installation. The request to the energy supplier for registration/approval can only be carried out by an electrician authorised for approvals.
You can easily order the On-Site analysis in our online shop. During the On-Site analysis, an authorised electrician will thoroughly assess the desired installation location, advise you and draw up an estimate for a safe installation based on the findings. This ensures that the installation and connection will be suitable for safe operation and meet Webasto's high quality standards.
As part of an On-Site analysis, an electrician who is specially trained and authorised in charging infrastructure will assess the conditions on site. Sometimes the entire power availability of the utility connection, the meter panel, the type of possible cabling and the desired location of the charging point are assessed to determine if a successful installation is feasible. Finally, and in addition to the On-Site analysis, a cost estimate for the necessary work will be drawn up. Please note that in order to use all Connectivity functions of the Webasto Live, Internet access must be available at the desired installation location (mobile phone reception, LAN or WLAN).

Payment and Shipping

We offer you the following payment methods: VISA, Mastercard, Paypal and SOFORT Überweisung.

The shipping costs within Germany vary depending on the product ordered:

   •  Webasto Pure Black Edition / Webasto Pure Home / Webasto Live: € 4.90 per unit
   •  Mode 3 charging cable type 2: € 4.90 per unit
   •  Webasto Stand Duo / Webasto Stand Solo: € 29.90 per unit

Take a look into your My Account to see the delivery status. You will receive a UPS tracking ID in order to track the shipment.
As soon as the Webasto charging product has left our central warehouse, you will receive a notification with a tracking ID so that you can track the shipment. UPS will then attempt to deliver your shipment to your specified delivery address. If UPS is not successful, UPS will try to deliver the shipment to your neighbour. If this is not possible, the shipment will be delivered to the access point and you can pick up your products on the same day. If the access point is too far away, UPS will try to deliver the products two more times. Please note that the Webasto stand cannot be delivered to an access point. If you want to select the delivery date and location, we recommend that you register with UPS My Choice. You can register on the UPS home page or download the app to your mobile phone.

Warranty and Return

The warranty in Germany is two years.

You can login here with your account or create a new account. In your "My Account" dashboard, you can use the "Add Charging Station" button to link the charger you have already purchased to the serial number.

You can login here with your account or create a new account. As soon as you link your charging station to your customer account, you can apply for the connection warranty for your charging station in your dashboard via the link "You can add the connection warranty here".

You have 14 days to return your product. In case you want to return your product please contact our hotline or send an email with your return request to info.de@webasto-charging.com. After the acceptance of your return request Webasto will send you a return label via email. Simply stick the return label to the top of the box, then bring it to the nearest UPS parcel station. It can take up to 14 days to fully refund your order.