Support Policy
2026
Change to Support Service
From 13 July 2026, the way our Support service operates will change to allow us to support you better and faster. By centralising all requests, we will be able to follow up on questions and reports more efficiently and quickly.
From then on, you will be able to reach us at any time via our Helpdesk or by phone on Tuesdays and Thursdays, from 9:00 am to 12:00 pm.
Points of contact
Unable to charge publicly?
Are you currently at a public charge point and unable to charge? Please contact the charge point operator using the phone number displayed on the charge point itself.
STROOHM does not have any control or management over public charge points operated by other providers. You can therefore receive direct assistance from the operator of the relevant public charge point.
Critical issues with STROOHM charge points
For critical issues, please contact the STROOHM account manager of your company or, if you are an employee, please contact your fleet manager so that they can take the necessary action.
Are you already using the new STROOHM App? As an EV driver, you can often receive immediate assistance through the In-App Driver Support (or by calling 0800 540 53).
General questions
For less urgent matters, such as general questions about the use of charge points, charge cards or the STROOHM platform, please submit your request via the Helpdesk on our website. We are committed to providing you with a response as quickly as possible.
Ask a question or report an issue...
Why are we making this decision?
Expansion of our service technician team
Over the past few weeks, we have significantly increased the capacity of our service technician team. This has allowed us to carry out many more service interventions, resulting in a clear decrease in the number of Helpdesk tickets.
Whereas approximately 330 interventions were carried out in April, this number increased to 625 interventions in June. This represents almost a doubling of our capacity, allowing us to carry out interventions within much shorter timeframes.
Better follow-up and a significant reduction in tickets
Through a restructuring within the Customer Support team and clearer, more proactive communication, we have also significantly reduced the number of Helpdesk tickets. In mid-June, we were still receiving around 900 tickets, but we were able to reduce this number to just 170 Helpdesk tickets by the end of June. We continue to focus strongly on efficiency and restructuring to ensure that Helpdesk tickets are processed faster and more effectively. This will allow us to significantly reduce average response times.
We will continue to provide updates
To keep you informed as transparently as possible, we will regularly share updates on the current status of our response times. This way, you will always know when you can expect a response, depending on the channel you used to contact us and the priority you assigned to your request. However, we would like to emphasise the importance of always contacting us through the channels mentioned above. This is the only way our Service and Support teams can work in a structured and efficient manner and continue to guarantee response times.