Q: 🔄 Can I lend the power bank to someone else?

<p><strong>🔄 Can I lend the power bank to someone else?</strong> </p> <h2 id="yesyoucanlendthepowerbanktoanotherpersonbutherearesomeimportantpointstoconsiderbeforedoingso">Yes, you can lend the power bank to another person, but here are some important points to consider before doing so: </h2> <h3 id="attentionyouremainresponsiblefortheborrowing">⚠️ Attention: You remain responsible for the borrowing</h3> <ul> <li>Each power bank is tied to your <strong>📱 mobile phone number</strong>, which makes you personally responsible. </li> </ul> <h2 id="ifthepersonyoulendittolosesordamagesthepowerbankyouwillremainaccountableasspecifiedinourtermsandconditions">- If the person you lend it to loses or damages the power bank, <strong>you will remain accountable</strong>, as specified in our terms and conditions. </h2> <h3 id="ifyoudecidetolendthepowerbank">👍 If you decide to lend the power bank:</h3> <ol> <li>Do it with <strong>full trust</strong> and ensure the person understands the importance of returning it on time.</li> </ol> <h2 id="2incaseofanissuelosstheftortechnicalproblemyouwillbetheonecontactedandresponsibleforresolvingitwithourcustomerserviceteam">2. In case of an issue (loss, theft, or technical problem), <strong>you will be the one contacted</strong> and responsible for resolving it with our customer service team.</h2> <p>💡 <strong>Tip:</strong> To avoid any risk, it’s better to keep the power bank with you. If you have any questions, our team is happy to assist! 😊 </p> <h2 id="contactusviachat"><strong>📧 Contact us via chat!</strong></h2>

Q: ✅ How to use the power bank sharing service?

<p><strong>✅ How to use the power bank sharing service?</strong> </p> <h2 id="usingtheplugheurpowerbanksharingserviceissimplejustfollowthesesteps">Using the Plug'Heur power bank sharing service is simple. Just follow these steps: </h2> <h3 id="1scantheqrcode">1. Scan the QR code</h3> <h2 id="locatetheqrcodeonthewhitechargingstationandscanitusingyoursmartphone">Locate the QR code on the white charging station and scan it using your smartphone. </h2> <h3 id="2fillinyourdetails">2. Fill in your details</h3> <h2 id="completeyourpersonalinformationonthesecondpage">Complete your personal information on the second page. </h2> <h3 id="3verifyyourphonenumber">3. Verify your phone number</h3> <h2 id="enterthecodesenttoyouviasmstoverifyyourphonenumber">Enter the code sent to you via SMS to verify your phone number. </h2> <h3 id="4unlockapowerbank">4. Unlock a power bank</h3> <h2 id="followthestepsintheapptounlockapowerbankfromthestation">Follow the steps in the app to unlock a power bank from the station. </h2> <h3 id="5chargeyourdevices">5. Charge your devices</h3> <h2 id="useoneofthe3integratedcablestochargeyoursmartphoneorotherelectronicdevices">Use one of the 3 integrated cables to charge your smartphone or other electronic devices. </h2> <h3 id="6returnthepowerbank">6. Return the power bank</h3> <h2 id="beforeleavingthelocationplacethepowerbankbackintothestation">Before leaving the location, place the power bank back into the station. </h2>

Question 1

🔄 Can I lend the power bank to someone else?

Accepted Answer

🔄 Can I lend the power bank to someone else?

Yes, you can lend the power bank to another person, but here are some important points to consider before doing so:

⚠️ Attention: You remain responsible for the borrowing

Each power bank is tied to your 📱 mobile phone number, which makes you personally responsible.

- If the person you lend it to loses or damages the power bank, you will remain accountable, as specified in our terms and conditions.

👍 If you decide to lend the power bank:

Do it with full trust and ensure the person understands the importance of returning it on time.

2. In case of an issue (loss, theft, or technical problem), you will be the one contacted and responsible for resolving it with our customer service team.

💡 Tip: To avoid any risk, it’s better to keep the power bank with you. If you have any questions, our team is happy to assist! 😊

📧 Contact us via chat!

Question 2

✅ How to use the power bank sharing service?

Accepted Answer

✅ How to use the power bank sharing service?

Using the Plug'Heur power bank sharing service is simple. Just follow these steps:

1. Scan the QR code

Locate the QR code on the white charging station and scan it using your smartphone.

2. Fill in your details

Complete your personal information on the second page.

3. Verify your phone number

Enter the code sent to you via SMS to verify your phone number.

4. Unlock a power bank

Follow the steps in the app to unlock a power bank from the station.

5. Charge your devices

Use one of the 3 integrated cables to charge your smartphone or other electronic devices.

6. Return the power bank

Before leaving the location, place the power bank back into the station.

Question 3

❌💬 I’m not receiving the verification code

Accepted Answer

It’s very rare that you don’t receive the verification code, but it can happen.
In this case:

Reload the page where you need to enter your personal information.
Double-check that your information is correct, including your phone’s country code.
Tick the boxes and click “Next” again to request a new code.

⚠️ Attention:
The 6-digit verification code must be entered on the designated page. Under no circumstances should it be shared with anyone or sent via the chat, which is exclusively for support purposes."

Question 4

🔒 What should I do if I lose or my external battery is stolen?

Accepted Answer

🔒 What should I do if I lose or my external battery is stolen?

If you’ve lost your external battery or it has been stolen, please contact our customer service as soon as possible via Chat.

⚠️ Attention: You are responsible for the borrowing

Each borrowing is tied to your 📱 mobile phone number, which makes you personally responsible, even if you borrowed the battery for someone else.

- If you decide to lend the battery to someone else, do so at your own risk. In case of loss or theft by the person you lent it to, you remain responsible for the battery, as stated in our terms and conditions.

💡 Tip: Always keep the battery with you and return it on time to avoid any issues. If you have questions or concerns, don’t hesitate to contact our customer service! 😊

Question 5

🚫 What to do if the power bank didn’t eject, but the app says it did?

Accepted Answer

🚫 What to do if the power bank didn’t eject, but the app says it did?

We apologize for this inconvenience and will guide you through resolving this issue. This can happen, especially in high-traffic areas where the network is saturated. Here are the steps to follow:

Step 1: Check if the power bank ejected

Wait about 30 seconds after borrowing.

- Make sure the power bank hasn’t ejected from the station.

Step 2: Refresh the page and try again

Reload the borrowing page in the app.
Attempt to complete the borrowing process again.

If this works, it means the network interference temporarily disrupted communication between the station and our servers. Once detected, the station will recognize the power bank as available. You can then close the page and retry.

Step 3: Contact customer service if the issue persists

If the timer keeps decreasing for several minutes without a power bank being ejected, reach out to our customer service.

- Our team will assist you in resolving the issue quickly.

We apologize again for the inconvenience and remain available for any further assistance. Your satisfaction is our priority! 😊

Question 6

🚫 Why can’t I access the Plug'Heur service?

Accepted Answer

🚫 Why can’t I access the Plug'Heur service?

If you’re unable to use the service, here are the two main reasons this might happen and how to resolve them:

1. The power banks are charging

Why?
When the screen displays a message saying the power banks are "resting," it means they are not sufficiently charged.
To ensure adequate autonomy, Plug'Heur never delivers power banks with less than 50% charge.
What to do?

Wait until the power banks are sufficiently recharged. This process may take up to an hour.

2. The station is under maintenance

Why?
If the screen indicates that the station is under maintenance, it means the station is experiencing network connection issues or is temporarily out of service.
Possible scenarios:

Flashing QR Code: The station is trying to reconnect. We are working to resolve the issue.
QR Code completely off:
- The station is not powered.
- Check that the power cable is properly plugged in.
- Ensure the power switch (located at the back, near the bottom) is set to 1.
QR Code on with a fixed light: This could indicate an unresolved issue.

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