If the card payment for a public charging session does not go through, the session is not lost and it is not charged twice. It stays in your history marked unpaid until it is settled, and you can pay it yourself.
Where to find unpaid sessions
Sign in at charge.vool.com and open History. Unpaid sessions are listed together at the top, above your normal session history, each with a Pay now button.
While you have any unpaid session, a banner also appears across the top of every page, on both desktop and mobile. The banner cannot be dismissed — that is deliberate, because it is the only reminder you get.
Paying an unpaid session
Open History at charge.vool.com.
Find the session at the top of the list and press Pay now.
Complete the payment. If your bank asks you to confirm it in your banking app, finish that step — the payment is not complete until you do.
Once the payment succeeds, the session moves down into your normal history and the banner disappears.
Why a payment fails
Almost always the card rather than the charging. The usual reasons:
The card has expired or been replaced since you added it.
There were not enough funds at the moment the charge was attempted.
The bank blocked it — some cards block online or recurring payments by default.
A security confirmation was sent and not completed in time.
Updating the card and pressing Pay now again resolves most cases.
Reading the session details
Opening a session shows whether it is unpaid, alongside the usual energy and cost figures. Timestamps include the year, so a session from a previous year cannot be confused with a recent one.
If it still will not pay
Contact us with the date of the session and the charger you used, and we can trigger the payment request again from our side. Please do not try to pay a session by bank transfer — it cannot be matched to the session automatically.