Missing or rejected charging sessions: how to check your ERE statement

Is a charging session missing from your ERE statement, or was one rejected without a clear reason? Frustrating, but usually traceable. The key is a systematic comparison between what your charge point or provider app recorded and what actually appears on the statement, session by session, backed by hard data: session ID, timestamp, kWh and meter reading. This article gives you a reconciliation worksheet, a step-by-step check for your statement, and an escalation path for when the gap does not resolve itself.

What should an ERE statement show?

An ERE statement’s layout differs by provider, but at its core it should always contain the same building blocks:

• Accepted kWh - the charging volume actually included in the calculation, which is not necessarily the same as what your charge point recorded in total.
• Number of EREs - the accepted kWh converted using the statutory factor of 0.33269 ERE per kWh (roughly 1 ERE per 3 kWh).
• Price used - the price per ERE the payout is based on, often only fixed after the sale.
• Commission or fee - the percentage or amount the provider withholds, including any additional chain or processing costs.
• Period - the calendar period, usually a calendar year, the statement covers.

If one of these elements is missing, or you cannot trace how the provider got from charged kWh to euros, that alone is worth a question - regardless of whether any sessions appear to be missing.

Common reasons sessions go missing or get rejected

Not every missing session points to an error. Some common, generally harmless causes:

• The session fell outside the metering period. Charging just before or after the calendar-year boundary can push a session into the next statement.
• The meter or charge point was briefly offline. An interrupted connection can leave a session incomplete or unreadable.
• The session did not come from an integrated MID meter. This is especially relevant for business or older installations that use an external meter.
• The connection or charge point could not be matched to you unambiguously - for example after a move, a change of energy contract, or a shared connection.
• You switched provider mid-year. Sessions can then end up attributed to the wrong period or provider.

This is not an exhaustive list, and not every provider explains rejections the same way. If in doubt, always ask for the specific rejection reason per session ID rather than accepting a general explanation.

Reconciliation worksheet: app versus statement

Put your own session overview and your provider’s statement side by side in a worksheet like the one below. Filling this in for any doubtful case before you make contact saves a few rounds of back-and-forth.

Session ID	Date and time	kWh (own app/back office)	kWh (on statement)	Meter reading start - end	Status	Note
e.g. 2026-04-231	23 Apr 2026, 21:14-23:02	11.8	- (missing)	48,204.1 - 48,215.9	Missing	Query with provider
e.g. 2026-06-091	9 Jun 2026, 07:02-08:10	9.4	9.4	48,980.3 - 48,989.7	Accepted	Matches
e.g. 2026-07-142	14 Jul 2026, 22:40-23:59	7.1	0	49,410.0 - 49,417.1	Rejected	Request reason

At minimum, fill in the session ID (or date/time as a substitute), the kWh from your own source, and the kWh the provider accepts. Add the meter reading before and after the session where you can: it is your strongest evidence, since you can usually read and note it yourself, independent of any app.

Step by step: how to check your statement

1. Export your own session data from your charge point’s app or back office, ideally per session in kWh rather than as a monthly total.
2. Add up the kWh over the statement period and compare that total with the accepted kWh on the statement.
3. Reconstruct the ERE count. Multiply the accepted kWh by 0.33269 and compare it with the stated number of EREs; a small gap from rounding is normal, a large one is not.
4. Check the price used against what your provider communicated as the (indicative) market price for that period.
5. Recalculate the commission. Does the net amount match the gross value minus the stated commission or fee, including any extra costs?
6. Mark each session as matching or diverging, using the worksheet above.

If your total differs by more than a few percent, or specific sessions are missing entirely, that is the point to approach your provider - worksheet in hand.

Reserves and corrections: when is that normal?

Not every discrepancy is an error. Some providers work with a reserve or later true-up: part of the proceeds - sometimes up to a quarter - is only paid out definitively after annual verification. Others deduct actual chain or processing costs on top of the headline commission, so the net amount ends up a little lower than the headline commission alone would suggest. Others still sell EREs in multiple rounds during the year after the charging period, at varying prices per round.

Mechanisms like these should be documented in your provider’s terms. So alongside reconciling sessions, it is worth checking whether a deviating amount is simply explained by such an arrangement - before labelling it an error.

Escalation path: raising a dispute with your provider

If the worksheet does not resolve things, follow a few fixed steps:

1. Gather your evidence. Session IDs, timestamps, kWh from your own source and, if you have them, meter readings before and after the session.
2. Contact the provider with specific references. A vague report (“something’s not right”) is harder to investigate than a list of session IDs with the exact discrepancy per session.
3. Ask for the rejection reason per session, not just a general explanation.
4. Agree a reasonable response time and keep a record of the correspondence, including dates.
5. Escalate in writing if a first reply is slow or unspecific, referencing your earlier report.

Keep this correspondence regardless of the outcome: if you switch providers in a later calendar year, a well-documented dispute is also useful should you run into something similar again.

What the NEa will (and won’t) resolve for you

The Netherlands Emissions Authority runs the register and the system behind EREs, and checks whether a provider is registered as a service provider. A listing on the NEa register is not a quality mark and says nothing about how a provider handles your individual statement. For a dispute about a specific missing or rejected session, you are therefore reliant on your provider, not the NEa.

If a dispute stays unresolved and you are considering switching, compare how transparent other providers are about corrections, reserves and how they substantiate their statement - not only the size of the commission.