emmy FAQs

 

 

 

 

 

 

 

 

The most important questions – Top 4

How does emmy work?

It’s that easy

  1.  Sign up & verify your driver’s licence: Get the emmy App (iOS or Android), sign up and verify your driver’s license in the app. After your account has been verified – you’re good to go!
  2. Ride: It’s time to start your engine! Locate a nearby scooter in the app, reserve it free of charge, and hit the road.
  3. End rental: Once you’ve reached your destination, park your scooter anywhere within our area of operation and simply return the scooter via the app.
In which cities are emmy scooters available?

You can find over 2000 scooters in our defined areas of operation in Berlin, Hamburg, Munich, Düsseldorf and Vienna.

How much is the fish?

A fee of 10 EUR is charged for registration at emmy and in turn, you will receive 50 free minutes directly.

The rides will be billed according to the minutes you use. So you only pay for emmy if you use emmy. One minute of riding costs 0.23 EUR and one minute in parking mode 0.13 EUR. You can find more information here: Prices

Please note that all free minutes are valid for a period of six months from the date of redemption. Any unused minutes automatically expire at the end of the specified period of validity.

What type of insurance coverage do I have?

When you ride our scooters, you are covered by liability and comprehensive insurance. In the event of damage, you are liable for up to 350 EUR (Govecs Schwalbe, NIU NQi Series), provided the damage was not caused intentionally or as result of gross negligence..

Registration

How do I sign up?

You can easily register via app (iOS or Android) or on our website. Simply enter your personal information and payment details (EC or credit card) and then have your driver’s license verified via the app. 

You will receive an email from us as soon as your account has been activated.

What do I need and what are the registration requirements?

You must be at least 18 years of age and hold a valid (EU) class B driver’s license or a motorcycle driving licence (class A).

Unfortunately, we are unable to verify temporary or Non-EU driver’s licenses. Once you have been issued an EU driver’s license, we look forward to hearing from you and activating your emmy account.

How do I verify my driver’s license?

After you’ve registered, you can have your driver’s license verified in the emmy app. To do this, you need to record two short videos – one of the front and back of your driver’s license and one of your face. As a sharing service, we are obligated to verify that you have a valid EU driver’s license (class B or class A) and that you are the person the license belongs to.

How do I redeem a promotion code?

Lucky you!

Promotion Codes can be redeemed directly in the app or via our website. In the app menu (3 bars) you will find the button “Redeem promo code” under the tab “Buy credit packages”. After logging in on the website, you will find the tab “Promotion Codes” on the left side of the page.

Did you get a promotion code for a free registration or were you referred by a friend? To sign up under promotion or friendship conditions at emmy, enter the code in the “Redeem promo code” field during registration.

Please note: All free minutes included in a promotion code or as credit are valid for 6 months after redemption.

What is my emmy username?

Your username is the e-mail address you used to register with us.

What happens if I forget my password?
Don’t worry – It happens to the best of us. If you’ve forgotten your password, click “Forgot Password” on the login screen in the app and then enter the e-mail address you used to register with us in the following dialog screen. After that, we’ll send you an email with a link to reset your password.

Ride & Rental

What do I have to bring for a ride?

All you need for a ride with emmy is your driver’s license and a mobile phone with the emmy app installed. You’ll find everything else you need inside of the helmet box. If you want to look particularly cool, a pair of sunglasses wouldn’t hurt. 

How do I start the rental?

Select a scooter in the emmy app and click on “Reserve now”(free for 15 minutes) in the detailed view. When you reach the scooter, click on “Start Rental” to open the helmet box of your scooter. The helmet box will then make a typical clicking sound and the scooter is ready for you to ride.

How do I start the scooter?

How you start the scooter depends on the scooter model you are using and the city you are in. 

Have a look at our video tutorials:

Is the scooter’s ignition on?

Schwalbe (in Berlin, Munich and Vienna):
Although the scooters are silent, the ignition is switched on as soon as you turn the key. If you’ve properly turned the key, the ultra-xenon light will turn on.

NIU (in Hamburg):
On our keyless NIU scooters, the ignition will switch on after you do the following:

  1. Get the scooter off the center and side stand.
  2. Press and hold the green “Start” Button while pulling the break lever on right until “Ready” appears on the dashboard.

 

How do I end the rent?

To end a rental, you need to:

  • Be within the boundaries of our area of operation
  • Place the scooter on the stand
  • Place helmets and (gloves) in the helmet box
  • Insert the key chip into the holder provided (Schwalbe)

Then firmly press down on the helmet box to close it and click on “End Rental” in the app. When you hear the clicking sound, the helmet box has been successfully locked and your rental has ended. You will then receive a confirmation email with all of the details of your rental.

If you have any problems with your rental or removal, please contact our customer service. 

My helmet box won't open. Do what?

It may occur from time to time that the scooter’s helmet box won’t unlock, even though you have started your rental in the app. If you hear a loud clicking sound from the helmet box when starting your rental, then the helmet box is unlocked.

If not, please check the following:

  • Make sure that the scooter is not in pause mode.
  • Make sure that you have actually started a rental.
  • Try firmly pushing the red button in the event that a jammed part prevents the helmet box from opening.

Should the helmet box still not open, please contact our customer service.

Which roads I am not allowed to drive on?

Please make sure that you always follow the road traffic regulations (In Germany: StVO). Accordingly, riding our scooters on motorways, expressways or highways is strictly prohibited.

I can't finish my rent. Do what?

Being unable to end your rental via the app could be caused by a number of things. Before ending your rental, make sure you have followed these steps:

  • The scooter is located within the boundaries of our area of operation.
  • The scooter is on the stand.
  • Helmets, (Gloves) and, if applicable, keys are in the helmet box.
  • The helmet box is closed (no straps etc. between contacts and box completely closed).

If you have followed the steps above and are still unable to end your rental, please contact our customer service. We will then manually terminate your rental.

Parking

Where and how do I park correctly?

In Berlin, Munich, Düsseldorf and Hamburg, you can park your scooter at no cost in any public parking spaces, on the sidewalk and in short-term parking zones. We recommend parking the scooter as close to the edge of the sidewalk as possible, so as not to impede any pedestrians, cyclists or other road users.

This is especially important in Hamburg, as incorrectly parked scooters will quickly incur a fine.

In Vienna, you can park your scooter at no cost in any public parking spaces and in short-term parking zones. Parking on the sidewalk is strictly prohibited! Incorrectly parked scooters will be towed at your expense and you will be subject to a fine.

And the following applies in all cities: Parking is prohibited in front of driveways, in no-parking zones, in front of shop windows, in resident parking spaces as well as in courtyards. In addition, do not end your rental if the scooter is on private property (inner courtyard, underground parking lot). Otherwise, you will be subject to a service fee for re-parking.

Am I allowed to ride the scooter outside of the designated area of operation?

As a general rule, you are allowed to take your scooter anywhere during your rental, including outside of our area of operation. However, you can only end your rental within the area of operation.

So make sure that your scooter has enough juice to get home. As a rule of thumb, 1% battery power is sufficient for 1km of riding. If you are unable to return your scooter to the area of operation, our service team will have to retrieve it and you will be charged a service fee for re-parking.

Can I park the scooter and continue driving it later?
If you want to stop a ride, but wish to continue at a later time, you can put the scooter in pause mode. Just open the app and tap “Pause” while your rental is active. The helmet box will then be locked and the immobiliser activated.

To continue your ride, simply tap “Continue”.

Is the scooter tied to a specific pick-up/drop-off point?

Nope! You can rent a scooter within our area of operation at any time, day or night, and return it later to any spot within our area of operation.

Billing & Fees

How much is the fish?

A fee of 10 EUR is charged for registration at emmy. In return, you will receive 50 free minutes directly.

The rides will be billed according to the minutes you use. So you only pay for emmy if you use emmy. One minute of driving costs 0.23 EUR, one minute in parking mode 0.13 EUR. You can find more information here: Prices

Please note that all free minutes are valid for a period of six months from the date of redemption. Any unused minutes automatically expire at the end of the specified period of validity.

How does billing work?

Naturally, a direct debit will only be carried out if you actually ride with emmy.

In this case, if the invoice amount exceeds 10 EUR, we will promptly debit the amount from your account, depending on the payment method you have chosen (by direct debit or credit card). For invoice amounts below 10 EUR, we will debit the amount due from your account once monthly. When any sum has been debited, you will receive an invoice from us via e-mail.

How does the cost cap work? Do you offer a daily rate?

If you’re ever unable to part ways with your emmy scooter, we cap the costs at 29 EUR for the day. This means that you can book a scooter for longer than 2 hours and 6 minutes (this is the magical limit) and the rental price of 29 EUR stays the same. If at any point the battery runs out, you can switch over to any available scooter within our designated area of operation. However, if you’re traveling outside of our area of operation, you need to ensure that the scooter has enough battery power to make it back to our designated area of operation.

Also, please note that we define a day as the hours between 00:00 – 23:59 – i.e. a new day begins at midnight and the billing period resets.

What are the prepaid packages?

You can load your account with a prepaid package and, in doing so, reduce the cost of your ride. To purchase a prepaid package, click “Buy credit package” in the app menu, select either the 200- or 500-minute package and ride for the equivalent of 0.21 EUR/min or 0.19 EUR/min.

How do I get a prepaid package?

In the app menu, click “Buy prepaid package” and select one of the available prepaid packages. Confirm your purchase by clicking “Buy now”. Alternatively, you can load the prepaid packages to your account in the login area of our website.

Please note: The prepaid packages are valid for 4 years from the date of purchase.

Where can I view my past rides and how much they cost?

After each completed rental, an overview of your trip is displayed in the app and you will receive a trip report by email. If you would like to view your trip report again at a later date, simply click on “Past trips” in the app menu, where you will find all information regarding your completed trips.

Where can I find my bills?

You always receive your bills by e-mail. You can also find your invoices in the login area on our website. After you have logged in, you will find your invoices under the tab “Invoices”.

Does emmy offer any gift cards?

We offer free minutes that you can purchase in the form of a gift card, regardless of if the recipient has an emmy account or not. Each gift card for new customers includes a starter package (free registration + 50 free minutes). We’ll send the gift card with the corresponding promotional code as a PDF file via email.

Are you interested in a gift card? Send us an email at kontakt@emmy-sharing.de and include following informations:

  •  Your name
  • The recipient’s name
  • The gift card value in EUR and whether or not the recipient is a new emmy customer
Am I charged anything when I’m not using emmy?

Not at all! Your rides are billed according to the minutes used. So you only pay for emmy if you use emmy.

Are there other fees/hidden costs etc.?

 

There are generally no additional fees with emmy. With us you only pay if you use our service. The regular price per minute ridden is 0.23 EUR and 0.13 EUR per minute parked. With our automatic trip report by email, you always receive a detailed overview of all costs.

However, in certain cases, additional services fees may be incurred, e.g. in the event of a traffic violation. You can find a detailed overview of the costs here: Prices and fees

How do I change my method of payment?

You can change your method of payment (credit card or direct debit) any time in the app in your user account settings. Alternatively, you can make the desired change in the login area on our website as well.

What are free and prepaid minutes?

We offer free and prepaid minutes, which allow you to ride for the respective duration without being charged for the individual minutes ridden. There are a few differences between the two that you should be aware of:

Free minutes are credited to your emmy account, i.e. you receive 50 free minutes upon registration or 15 free minutes for every friend that you refer with a promotional code. Please note that all free minutes are valid for a period of six months from the date of redemption. Any unused minutes automatically expire at the end of the specified period of validity.

Prepaid minutes can be added to your account by purchasing one of our prepaid packages. You can add 200 or 500 minutes to your account, similar to how you used to load the prepaid card for your old Nokia 3310. The good thing about prepaid minutes? You can ride at a cheaper rate and the minutes don’t expire for 4 years.

Event of damage

What type of insurance coverage do I have?

When you ride our scooters, you are covered by liability and comprehensive insurance. In the event of damage, you are liable for up to 350 EUR (Govecs Schwalbe, NIU NQi Series), provided the damage was not caused intentionally or as result of gross negligence.

How high is the deductible?

The deductible is 350 EUR (Govecs Schwalbe, NIU) in the event of damage, provided the damage was not caused intentionally or as a result of gross negligence.

All scooters are covered by standard third-party liability insurance. In addition, each scooter has a comprehensive coverage that is the equivalent of a full comprehensive policy with third-party, fire and theft coverage.

Do I have to report damage to the scooter?

Damage is not a sensitive issue for us – scooters are a commodity and can get banged up from time to time. We just want to avoid a “That was already there”-mentality.

Minor cosmetic damage (smaller than a credit card) does not have to be reported. More severe cosmetic damage that does not affect vehicle safety can be reported via app – this includes scratches, graffiti and missing mobile phone holders.

For other damage, especially damage related to vehicle safety, please call our customer service immediately – e.g. broken fairing, missing mirrors or loose steering.

Call us by phone GER: +49 (0)30 220 124 40 , AT: +43 (0)720 8824 63 

How do I report a damage (before departure)?

If you notice any damage to your scooter, please click on “Report Damage” in the app. There you will find an overview of the damage that has already been reported for the scooter. If the damage you have discovered is not yet listed, please select the appropriate damage report or add a personal comment and click on “Submit”.

 In case of damage related to vehicle safety and any other urgent matters, please call us immediately at GER: +49 (0)30 220 124 40, AT: +43 (0)720 8824 63 

When is it best to just leave a scooter?

If the scooter looks battered, parts are missing or bent, etc., then do not ride the scooter under any circumstances and report the damage to our customer service by phone. Additionally, if you notice that the scooter is very unstable during your ride, for example if you have problems with the steering, stop riding immediately and report the damage to us by phone GER: +49 (0)30 220 124 40, AT: +43 (0)720 8824 63.

In the event of cosmetic damage such as scratches or a missing mobile phone holder, you are naturally free to use the scooter. Just be sure to report the damage to us via the app before departure.

 

I just had a little accident. Can I continue riding my scooter?

Even if it’s just a minor accident and no damage is visible at first glance, you must report any accident to our customer service and can not continue your ride. The scooter will then be deactivated and inspected by our service team.

In general, the following applies to every accident:

  • Call our customer service and report the accident GER: +49 (0)30 220 124 40, AT: +43 (0)720 8824 63
  • In the event of damage caused to or by a third party: Call the police!
  • Take photos of possible damage and/or the accident site.

For more information, take a look at our Terms and Conditions.

I had an accident! What do I do now?

In the event of an accident, the following always applies: Keep calm.

The following things are particularly important in the event of an accident:

  • Secure the scene of the accident and provide first aid if necessary.
  • Call an ambulance (if injured) and the police (if third parties are involved).
  • Do not leave the scene of an accident until the police have arrived and recorded all necessary information.
  • Inform the police/fire department that your scooter is an electric vehicle.
  • Take pictures of the scene of the accident and, if necessary, make a note of the file or incident number from the police.
  • Contact us by phone GER: +49 (0)30 220 124 40, AT: +43 (0)720 8824 63

During the rental period you are fully insured, so you don’t have to worry about damage to the scooter and enemy vehicles.

Our customer service will send you a damage form, which you will then need to fill out and send back to us along with any photos of the accident.

When should I contact the police?

If you have been in an accident in which a third party was involved, either as the injured party or as the party who caused the accident, or you’ve been in an accident in which third-party property has been damaged, always call the police immediately.

Miscellaneous

Data Protection & Privacy - How do you protect my personal information?

Generally speaking, data protection is very important to us. Our data is stored in Europe and only our employees have access to images used for driver’s license verification. These images are used only to ensure that you are in possession of a valid driver’s license. If you would like to know more, please refer to our Privacy Policy.

 

Where can I find the General Terms and Conditions (AGBs)?

All information regarding our general terms and conditions can be found here.

What if the customer service is not available by phone?

Our customer service is available for you 24/7 GER: +49 (0)30 220 124 40, AT: +43 (0)720 8824 63. If you still can’t reach anybody, just send us an e-mail to kontakt@emmy-sharing.de and we will answer you as soon as possible!

emmy-sharing_kontakt
emmy-sharing_kontakt

Can’t find what you’re looking for?

If you like the fine print, take a look at our terms and conditions or
just drop us an e-mail:

kontakt@emmy-sharing.de.

We are pleased to help you!