The fact that (your) driver's license is not automatically verified within a few minutes can have several reasons:

Please check first if the requirements for the verification at emmy are met:

✔️ You are at least 18 years old and have
✔️ a valid EU or EEA driving license class B
❌ your driver's license is not complete or seriously damaged
❌ unfortunately we cannot accept non-EU and non-EEA driving licenses 😥

Our verification checks your documents quite critically in doorman manner🕵🏼. The following reasons may cause the verification to be rejected for the time being and you should repeat it or get in contact with our customer service:

🔁 You are not clearly identifiable on the video, for example please take off your mask during the verification video.
🔁The image quality of the driver's license photo is not sufficient.
🔁The driver's license photo does not appear to show the original document.

If the verification is rejected due to the following reasons, please contact our customer service so that we can find a solution:

📞 Your name provided does not match that of the driver's license.
📞 The driver's license numbers do not seem to be valid.
📞Your face does not resemble (anymore) the picture on your driver's license.

If you still have an old driver's license, that's no problem. You can verify your driver's license normally via the app. The only important thing is that we can see everything well. Good light and a quiet shot help the most.

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: You can park the scooters anywhere within our business area in a public parking lot and end the rental via app.

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

You can easily register via App (iOS or Android). Simply enter your personal information and payment details (PayPal, 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.

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

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

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 or EEA driver's license (class B or class A) and that you are the person the license belongs to.

The business area indicates the area within our city where you can simply end the lease and park the moped. There, of course, the bigger the better and best for everyone a piece of residence within to comfortably park the moped at the front door 🤤.

At the same time, the business area is subject to many conditions and requirements, and we always have to make sure that the store and the mopeds are running, so that you don't have to take the subway to get to the next emmy, for example.

Let's put it in a nutshell: If our mopeds are on the move a lot (especially in summer), we can keep our business area large or even gradually increase it. The situation is completely different in winter, when many warm riders:inside no longer get on and the mopeds have longer standing times. Then we have to get our sheep in the dry and compensate for the lack of rides by reducing the business area a bit.

What does the (current) business area look like?

With better weather, we expanded the business areas in all three of our cities. This mainly affects areas (marked in blue) at the edges of the business areas where rentals can now be ended.

Please always check if your destination is within the business area, if you want to end your rental there. You can also view the business area in the app at any time.

Berlin (summer area 2023):

Munich (summer area 2023):

Hamburg (summer area 2023):

Don't worry, no rituals and nothing illegal! The emmy gang is our Miles&More, so to speak: If you travel a lot with us, we want to honor your moped commitment and give you a few free minutes.

If you ride at least 8 times in one month, you become a proud member of the emmy Gang and automatically receive 15 free minutes at the beginning of the next month.

And if you like this kind of challenge-reward game, you can already look forward to the next emmy Gang level 😉

All you need for a ride with emmy is your EU or EEA 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.

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 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 NIU

Hamburg & Munich: Start Yadea

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

Please always park considerately and save space! 🙏

Eyes up when choosing a parking space, because even when used mobility sharing for parking there are warning signals🚩 where your alarm sensors should be armed if you park in public and paid parking spaces or collective parking areas. Please do not put the moped in any case

🚩 in front of driveways, fire lanes, emergency exits,

🚩 in stopping or no-parking areas,

🚩 in parks, in pedestrian areas or in backyards,

🚩 on bicycle paths or guidance systems for the blind,

🚩 within the 5-metre minimum distance from crossways.

💚Please park in such a way that no other road users are impaired. Try to park in a space-saving so that our fellow citizens have enough space..

If a parking space is not suitable, please take the moment to find another one. This is not only in line with the sharing idea, but also saves us all stress and costs, because incurred parking tickets will be forwarded to the person who caused them and an additional processing fee (+15€) will be charged. To be honest, we don't feel like that.

Here are some examples of how you can best park:

And here are some examples of how you should definitely not park:

in parks	on parkways	in front of a fire brigade entry
on a car-sharing spot	on a bike-sharing spot	across the sidewalk
supermarket parking space	at a supermarket bike space	in a parking garage
on a bus stop	in front of a bus stop	on a bicycle lane

If you have any questions about proper parking, just send us an email to: kontakt@emmy-sharing.de.

Please always park considerately and save space! 🙏

Eyes up when choosing a parking space, because even when used mobility sharing for parking there are warning signals🚩 where your alarm sensors should be armed if you park in public and paid parking spaces or collective parking areas. Please do not put the moped in any case

🚩 in front of driveways, fire lanes, emergency exits,

🚩 in stopping or no-parking areas,

🚩 in parks, in pedestrian areas or in backyards,

🚩 on bicycle paths or guidance systems for the blind,

🚩 within the 5-metre minimum distance from crossways.

💚Please park in such a way that no other road users are impaired. Try to park in a space-saving way (at least 0.5 meters distance to the neighboring vehicle), so that our fellow citizens have enough space.

If a parking space is not suitable, please take the moment to find another one. This is not only in line with the sharing idea, but also saves us all stress and costs, because incurred parking tickets will be forwarded to the person who caused them and an additional processing fee (+15€) will be charged. To be honest, we don't feel like that.

Here are some examples of how you can best park:

And here are some examples of how you should definitely not park:

in parks	on parkways	in front of a fire brigade entry
on a car-sharing spot	on a bike-sharing spot	across the sidewalk
supermarket parking space	at a supermarket bike space	in a parking garage
on a bus stop	in front of a bus stop	on a bicycle lane

If you have any questions about proper parking, just send us an email to: kontakt@emmy-sharing.de.

Please always park considerately and save space! 🙏

Eyes up when choosing a parking space, because even when used mobility sharing for parking there are warning signals 🚩 where your alarm sensors should be armed if you park in public and paid parking spaces or collective parking areas.

Please do not park the moped in any case

🚩 in front of driveways, entrances, train and metro stations, fire lanes, emergency exits,

🚩 in stopping or no-parking areas,

🚩 on pedestrian crossings,

🚩 in parks, on grass verges (beside the road), in pedestrian areas or in backyards,

🚩 on bicycle paths or guidance systems for the blind,

🚩 within the 5-metre minimum distance from crossways,

🚩 in private areas such as parking garages and supermarket parking lots.

Additionally...

🚩 Parking on sidewalks and sidewalks is prohibited from now on and everywhere! (Even if there is enough space and no one is disturbed).

🚩 Parking in the "Residents' parking" area is not permitted!

🚩 Parking in a short term parking space with parking disc is also prohibited!

💚Please park in such a way that no other road users are impaired. Try to park in a space-saving way (at least 0.5 meters distance to the neighboring vehicle), so that our fellow citizens with cars have enough space to park out. Also avoid parking the scooter forwards. There is a risk that the helmet box will protrude into the road and affect other drivers.

If a parking space is not suitable, please take the moment to find another one. This is not only in line with the sharing idea, but also saves us all stress and costs, because incurred parking tickets will be forwarded to the person who caused them and an additional processing fee (+15€) will be charged. To be honest, we don't feel like that.

🅿 You can park your scooter in all public and paid parking spaces without pulling a ticket, because parking in short term parking zones is free for emmy.

🅿 Another parking alternative are mobility hubs - or collective parking areas of sharing providers like Jelbi or DB.

Here are some examples of how you can best park:

And here are some examples of how you should definitely not park:

If you want to find out about the current parking regulations in Berlin, you can find all the information on the Senate's website.

If you have any questions about proper parking, just send us an email to: kontakt@emmy-sharing.de.

Please always park considerately and save space! 

You can find the exact parking rules for your city here:

Berlin

Hamburg

Munich

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.

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".

We have two exciting plans for our frequent riders - Low Gear and High Gear.

Download the latest app version to get access to these plans.

You can buy them by simply navigating to the emmy app's menu and clicking "Buy plans". Your 30-day subscription starts as soon as you buy it.

Cancel your plan

If you decide to cancel the plan, you can do that in the app. Go to the emmy app's menu and click "Manage plan". You can cancel the plan before the next billing cycle starts. You can use it until it expires, 30 days from when you bought it.

Change your plan

Only one plan can be active at a time. In order to change plans, you have to cancel the active one, wait until it has ended and buy the new plan.

Please note that the existing free minutes in your account will be used up first.

When you start your rental, you will have to pay a one-time unlock fee of 1€, which activates your moped until you end the rental.

The unlock fee will be charged from your existing ride credit.

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

In this case, if the invoice amount exceeds 17 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 17 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.

If you’re ever unable to part ways with your emmy moped, we cap the costs at 35 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.

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.

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 (NIU NQi Series, Yadea G5L), provided the damage was not caused intentionally or as result of gross negligence.

Mobile phone holder: Use at your own risk!

On our mopeds you will find a holder for your mobile phone, so that you can also navigate through unknown corners in a relaxed manner. It is important that you use it at your own risk! Please always check that the mobile phone is securely attached before you start!

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

The deductible is 350 EUR (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.

Mobile phone holder: Use at your own risk!

On our mopeds you will find a holder for your mobile phone, so that you can also navigate through unknown corners in a relaxed manner. It is important that you use it at your own risk! Please always check that the mobile phone is securely attached before you start!

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)?

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

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?

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?

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.

Do I have to use a different app?
No, you can use our scooters as usual with the emmy app.

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.

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.

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.

Usually, something must have happened to set off our alarm bells and we blocked your account (as a precaution). This can have different reasons e.g.

• Involvement in an accident without having contacted us afterwards (unfall@emmy-sharing.de),
• another person is driving with your account (third party use),
• problems with billing (e.g. expired credit card),
• Incorrect or outdated personal data (change of address after moving, new phone number etc.),

• Non-compliance with the general terms and conditions.

The first step to solving the problem is in your mailbox (or even in the spam folder?!), because as soon as an account is blocked by us, we tell you the reason and the possible solutions. If our messages don't reach you or you have questions, contact our customer service. They are great and happy to help you!

From now on, our scooters will drive through the city with large license plates. This has logistical reasons. However, nothing will change for you.

✅ you can still drive the scooters with your car license

✅ no motorcycle license is necessary

✅ the scooters do not go any faster than before

✅ you can now distinguish the scooters from each other more easily when they form a pack

You can't because of the new license plates:

❌ drive with the scooter on the freeway or motor roads

If you have thought twice and are still sure, you can delete your account and all data via the app. To do this, you will find the menu item "Delete account" in the user account of the app. However, this is only possible if we are even and nothing is outstanding. After that, you still have to verify your decision with your date of birth and we go our separate ways.

If you want to delete your account due to a problem during registration (e.g. typing error in your email address) then contact the customer service first.

But we're sticking to the happy ending, and you know how to log in.

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.

All information regarding our general terms and conditions can be found here: Terms & Conditions.