{"id":10450,"date":"2022-11-02T16:37:52","date_gmt":"2022-11-02T13:37:52","guid":{"rendered":"https:\/\/cloudics.com\/?page_id=10450"},"modified":"2026-05-22T16:22:45","modified_gmt":"2026-05-22T13:22:45","slug":"preguntas-mas-frecuentes","status":"publish","type":"page","link":"https:\/\/cloudics.com\/es\/preguntas-mas-frecuentes\/","title":{"rendered":"Preguntas frecuentes"},"content":{"rendered":"\n
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FAQ<\/h2>\n\n\n\n

PAYMENTS<\/h3>\n\n\n\n

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<\/span>Which cards can I add to the Cloudics app?<\/div>
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Cloudics app accepts different credit cards (such as Mastercard and Visa), payment cards and partners\u2019 discount cards.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Why can\u2019t I add a bank card or loyalty card to a new user account?<\/div>
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One card can only be linked to one user account at a time. Please remove the bank card or loyalty card from your old account. If you no longer have access to your old user account, please let us know and we will remove the connection for you.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>When will the reserved amount be released from my card?<\/div>
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Cloudics releases the reserved amount immediately. How quickly the amount is released on your account depends on your bank. In most cases, the bank releases the amount immediately after the transaction, but in rare cases it may take up to 2 weeks.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Why was money charged from my bank account when I was not using the app at that moment?<\/div>
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This means there were not enough available funds in your account at the time of charging or refuelling. The payment was completed at the first opportunity once sufficient funds were available in your account.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Who should I contact if I have questions about an invoice or pricing?<\/div>
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Please contact the service provider that issued the invoice.<\/p>\n\n\n<\/div><\/div>\n\n\n<\/div>\n\n\n\n

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EV CHARGING<\/h3>\n\n\n\n

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<\/span>What should I do if the charger is not working?<\/div>
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Cloudics is only the application that enables mobile charging. The chargers are managed by the respective service provider, so in case of any issues, please contact the company operating the charging point.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Where can I see the EV charging price?<\/div>
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You can see the charging price by tapping the specific charger on the map.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>How can I charge my car if authentication with Smart-ID or Mobile-ID is not possible?<\/div>
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Please use our website for charging: https:\/\/charging.cloudics.com\/<\/a><\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Why was a time-based tariff added to my charging session?<\/div>
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The chargers, parking spaces, and any related time-based tariffs are managed by the respective service provider or the organisation responsible for the location where the parking spaces for charging are available. Cloudics is only the application that enables mobile charging.<\/p>\n\n\n<\/div><\/div>\n\n\n<\/div>\n\n\n\n

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PRE-ORDERING<\/h3>\n\n\n\n

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<\/span>How do I know if the merchant has received my order?<\/div>
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When the order is placed, it will be registered in the merchant\u2019s software. Once an attendant has seen and confirmed it, the user will see a notification (if the notifications are enabled) and the view of the order in the app changes.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>The merchant rejected my order. How will I get my money back?<\/div>
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If the merchant rejects the order, the user will be refunded the purchase amount according to the Cloudics app Terms of Use<\/a>.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>How can I cancel my order?<\/div>
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Once the order has been placed, it cannot be canceled from the Cloudics app. To cancel, it is possible to contact the merchant directly via phone. Cancellation conditions may also be described in the merchant\u2019s terms of use. You can find the terms and conditions on the merchant\u2019s website.<\/p>\n\n\n<\/div><\/div>\n\n\n<\/div>\n\n\n\n

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SCAN & PAY<\/h3>\n\n\n\n

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<\/span>Why can\u2019t the Cloudics app find the product?<\/div>
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When you get the notification \u201cUnknown barcode\u201d after scanning a product, then the product is not entered into the merchant\u2019s software. In this case, turn to the store attendant.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>The product does not have a barcode. How can I buy it with the Cloudics app?<\/div>
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With Cloudics app you can only buy the products that have a barcode. To buy products without a barcode turn to the store attendant.<\/p>\n\n\n<\/div><\/div>\n\n\n

<\/span>Why can\u2019t I see the discounted price for a product?<\/div>
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You can see the discounted price of the products after scanning them, if you have added an applicable discount card to Cloudics app and it is activated before scanning. The discount card must be valid and the merchant must have a valid discount on the goods. You can manage your discount cards in the \u201cCards\u201d view by choosing \u201cDiscount Card\u201d.<\/p>\n\n\n<\/div><\/div>\n\n\n<\/div>\n\n\n\n

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GENERAL<\/h3>\n\n\n\n

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<\/span>What is the Cloudics app?<\/div>
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Cloudics app is a mobile application that consists of the following modules:<\/p>\n\n\n\n