emmy-sharing

Our FAQ

Search

Registration

How does emmy work?
  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 moped in the app, reserve it free of charge, and hit the road.

  3. End rental: Once you’ve reached your destination, park your moped anywhere within our area of operation and simply return the moped via the app.

 

In which cities are emmy mopeds available?

You can find over 3000 mopeds in our defined areas of operation in Berlin, Hamburg and Munich.

How do I sign up?

You can easily register via App (iOS or Android). 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 currently 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.

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 would be a plus.

How do I start the rental?

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

The helmet box isn’t opening or you cannot start the moped? Alternatively enter a keyword for your problem at the top of the search function.

How do I start the moped?

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

Have a look at our video tutorials:

Berlin: Start Schwalbe or NIU





Hamburg & Munich: Start Yadea

Is the mopeds’s ignition on?

Schwalbe (in Berlin)

Although the mopeds are silent, the ignition is switched on as soon as:

  1. Insert the key into the lock and turn it
  2. You made sure that the red switch on the right handlebar ist flipped to "On"
  3. Pull the left brake lever and press the "Down" switch simultaneously
  4. If you’ve properly turned the key, the ultra-xenon light will turn on

Keyless Schwalbe (in Berlin) 

On our keyless Schwalbe, the ignition will switch following those steps:

  1. Get the moped off the center stand.
  2. Press the lighted start button located under the handlebars on the right side at the level of your knee
  3. Pull the left brake lever and press the "Down" switch simultaneously

NIU (in Berlin)

On our keyless NIU mopeds, the ignition will switch on after you do the following:

  1. Get the moped 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.

Yadea (in Hamburg and Munich)

You can switch on the ignition on our keyless and silent Yadea mopeds by:

  1. Getting the moped from the side stand and main stand
  2. Pressing the "P" button on the right side of the handlebars
  3. The display changes from "P" to "00" - and you are ready to go
How do I end my rental?

To end a rental, you need to:

  • Be within the boundaries of our area of operation
  • Place the moped 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.

You can also find videos on how to end the rental for each model here:

Schwalbe (Berlin)

NIU (Berlin)

Yadea (Hamburg & Munich)

You can't finish your rent? Alternatively enter a keyword for your problem at the top in the search function or please contact our customer service.

Which riding modes are available?

The Schwalbe moped has different driving modes: With the "Up" and "Down" switch (left) you can switch between the different driving modes – "Go", "Cruise" and "Boost" determine acceleration and top speed. With "Crawl" you crawl forwards or backwards, which can make parking easier.

Parking

Where and how do I park correctly?

Please park considerately! 🙏

You can park your moped in all public parking areas. Parking in the short term parking zones is free of charge for all single lane motorized vehicles and therefore also for your emmy.

Always ask yourself the question:
Would I be able to pass by this with a wheelchair or stroller without any problems?

Please do not park under any circumstances:
☠️ in front of driveways
☠️ in front of emergency exits
☠️ in no-stopping zones
☠️ in parks
☠️ in pedestrian zones
☠️ in backyards
☠️ on bicycle paths
☠️ on guidance systems for the blind

Please also make sure that you attach a valid parking ticket to your moped if you cannot avoid parking in the area of a parking ticket machine. Otherwise, you will also be fined by the office for administrative fine.

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

As a general rule, you are allowed to take your moped 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 moped has enough juice to get home. As a rule of thumb, 1% battery power is sufficient for 1 km of riding. If you are unable to return your moped 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 moped and continue driving it later?

If you want to stop a ride, but wish to continue at a later time, you can put the moped 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 moped tied to a specific pick-up/drop-off point?

Nope! You can rent a moped 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?
There is currently no fee for registering with emmy. However, you will receive 25 free minutes directly. Please note! All free minutes that you receive via a promotion code or in the form of a credit are valid for 6 months after redemption.

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 starts at 0.19 EUR and one minute in parking mode costs 0.13 EUR. You can find more information here: Prices

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 moped, we cap the costs at 29 EUR for the day. This means that you can book a moped 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 moped within our designated area of operation. However, if you’re traveling outside of our area of operation, you need to ensure that the moped 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 credit packages?

You can load your account with a credit package and, in doing so, reduce the cost of your ride. To purchase a credit 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. Find more information about the credit packages here: Prices

How do I get a credit package?

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

Please note: The credit 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.

Event of damage

What type of insurance coverage do I have?

When you ride our mopeds, 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, Yadea G5L), provided the damage was not caused intentionally or as result of gross negligence.

You can find more information about your insurance in our Terms of Service.

How high is the deductible?

The deductible is 350 EUR (Govecs Schwalbe, NIU, Yadea G5L) in the event of damage, provided the damage was not caused intentionally or as a result of gross negligence.

All mopeds are covered by standard third-party liability insurance. In addition, each moped 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 moped?

Damage is not a sensitive issue for us – mopeds 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: +49 (0)30 220 124 40

Find out here how to report damage: How do I report a damage (before departure)?

How do I report a damage (before departure)?

If you notice any damage to your moped, please click on "Report Damage" in the app. There you will find an overview of the damage that has already been reported for the moped. 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: + 49 030 2201 2440

When is it best to just leave a moped?

If the moped looks battered, parts are missing or bent, etc., then do not ride the moped under any circumstances and report the damage to our customer service by phone. Additionally, if you notice that the moped 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: + 49 (0)30 2201 2440

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

Find out here how to report damage: How do I report a damage?

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

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 moped will then be deactivated and inspected by our service team.

In general, the following applies to every accident:

  1. Call our customer service and report the accident GER: + 49 030 2201 2440, AT: +43 720 8824 63
  2. In the event of damage caused to or by a third party: Call the police!
  3. Take photos of possible damage and/or the accident site.

For more information, take a look at our Terms and Conditions or this article: I had an accident! What do I do now?

Miscellaneous

What does the merger with GoTo Global mean for emmy?

What will change for me as a customer?
At first: not too much, but there is a lot to expect for this step, we will be able to offer you many more tailored solutions for your mobility needs.


Will emmy still be called emmy?
In the beginning yes, but over the next few months you will be seeing a lot more of the GoTo brand.


Will the mopeds still look like before?
In the beginning yes, but you will notice that there will be a co-branding on our mopeds and eventually the emmy brand will fade out.


Do I have to use a different app?
The app will be different in a couple of months, but there is nothing you need to do to change it. We will update it automatically in the background.


Will my account automatically be moved to the new company, or do I have to do anything?
There is nothing you need to do. You will see the changes appear gradually. We will inform you every step of the way.


Do I have any benefits from the new company?
A lot of them! With this step we will be able to offer additional modes of transportation for your everyday mobility needs. Time: next summer!


Is my data still protected under European law?
Even though our mother company now is an Israeli entity the customer data is still stored completely in alignment with European data protection standards.


Can I use GoTo when I am abroad?
Yes, that’s the idea! Give us a few months till everything is set up and you will be able to use the full offer in Malta and Madrid as well! If that’s not fast enough: here is a promocode, use this to sign up.


Can every GoTo customer use emmy?
Yes, that’s the idea! Give us a few months till everything is set up and you will be able to use the full offer in Germany! If that’s not fast enough: here is a promocode, use this to sign up.


When will I be able to book cars in Berlin/Hamburg/Munich?
We plan to extend our offer by summer 2022


What other vehicle types will you offer in Germany?
This is not 100% decided yet. But we will for sure add electric cars to the system.


Will prices go up?
No, it will remain our goal to offer mobility solutions affordable for everyone, but to the contrary, with expanding our offer in that way we will have the possibility to offer bundles that will end up being more affordable.


What happens with my minute credits that I have with emmy?
Of course, you will keep all your credits for future use!


Are you planning to expand to new cities?
First things first: We will expand our fleet in the existing cities, but we are already looking at more cities where this model makes sense, and these are not only the classical “over 1 million inhabitants” cities!

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: Terms & Conditions.

What if the customer service is not available by phone?

Our customer service is available for you 24/7: + 49 030 2201 2440. 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!