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 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 3000 scooters 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 verify my driver's license offline

In Berlin, you have the option to have your driver's license verified on site.

Here you can find an overview of our driver's license verification centers in Berlin:

emmy office & workshop Berlin
Alboinstraße 17-23, 12103 Berlin (Mon: 15:00 to 17:00, Wed: 10:00 to 12:00, Fri: 14:00 to 16:00)

Mövenpick Hotel Berlin
Schöneberger Str. 3, 10963 Berlin (Mon - Sat: 9:00 to 13:00 and 14:00 to 18:00, Sun: 9:00 to 13:00)

Leonardo Royal Hotel Berlin
Alexanderplatz Otto-Braun-Straße 90, 10249 Berlin (Mon - Sat: 9:00 to 13:00 and 14:00 to 18:00, Sun: 9:00 to 13:00)

Leonardo Hotel Berlin Mitte
Bertolt-Brecht-Platz 4, 10117 Berlin (Mon - Sat: 9:00 to 13:00 and 14:00 to 18:00, Sun: 9:00 to 13:00)

Leonardo Hotel Berlin
Wilmersdorfer Straße 32 (entrance Spielhagenstr.) 10585 Berlin (Mon - Sat: 9:00 to 13:00 and 14:00 to 18:00, Sun: 9:00 to 13:00).

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 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.

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

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:

Berlin and Munich: Start Schwalbe


 

Hamburg: Start NIU



Is the scooter’s ignition on?

Schwalbe (in Berlin and Munich)
Although the scooters 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

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 my rental?

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.

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 scooter 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?

You can park your moped at no cost in any public parking spaces. We recommend checking how all the other private mopeds are parked.

It is very important to us that you always park your moped so you are not obstructing pedestraisn, cyclists or other traffic.

 

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.

If there is no other way, you can also park the moped in paid parking space, but then you are responsible for getting a parking ticket and putting it clearly visible on the moped, otherwise a fine may be due.

 

In general: We want to add value to the cities with our mopeds. You all play an important role to do so. So please be respectful and do not annoy others.

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 1 km 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?
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 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 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 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, 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 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: +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 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: + 49 030 2201 2440

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: + 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 scooter. 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 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:

  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

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!