FAQ - Car Sharing
How do I reserve the vehicle I want?
I can't return my vehicle to the parking spot on time. What should I do?
How do I use my reservation correctly?
If you have a reservation, you can unlock the vehicle as soon as the reservation begins.
Charges are rounded up to the nearest quarter-hour—even if you drive just 1 second longer, the time will be rounded up to the next quarter-hour. For example, if you booked until 3:00 PM and return the vehicle at 3:01 PM, you will be charged until 3:15 PM.
How do I use my card correctly?
Generally, you use the car key to drive. However, the key is inside the locked vehicle. Therefore, you use your card to unlock the vehicle the first time. This not only deactivates the central locking system (just as the car key does), but also the immobilizer. Therefore, if you unlock the vehicle with the key even though you locked it with the card, you cannot drive away because the immobilizer is activated. This ensures the correct use of the card and also provides theft protection.
By using the card, you authenticate yourself—just as you would with your login credentials on the website. You log in and log out at the end.
You therefore need your card exactly twice per booking. Once at the start of your trip to unlock the vehicle (at the parking spot) and once at the end of your trip to lock it (at the parking spot).
You can extend your current trip online at any time.
If you are unable to extend your trip because it would otherwise overlap with a subsequent booking, please let us know immediately so that we can contact the next user in a timely manner regarding the delayed return of the vehicle.
How can I use my own card to lock and unlock the car?
When you register for the first time, you will receive an RFID card for using e-Carsharing. You can use this card at any time. In addition, you’ll find a link in your profile with step-by-step instructions on how to activate your own RFID card (e.g., ATM card or student ID) for use with e-Carsharing. All you need is a smartphone with an internet connection to access your profile on the go.
How can I use any card (without an RFID chip) for e-car sharing?
If your card already has an RFID chip (as is the case with most ATM cards, for example), you can have it activated for e-car sharing through your profile at no extra cost and start using it right away.
However, if you want to useany card without an RFID or NFC chip—or even your cell phone—to unlock and lock FAMILY e-Cars, you can purchase anRFID stickerfrom any provider for approximately 5 euros, which you can then attach to your mobile phone, card, or keychain and activateviayour profilejust like a standard RFID cardto use for e-car sharing.
This way, you could even use your mobile phone without an internet connection to unlock your reserved e-car.
When choosing an RFID sticker, it’s best to consult an expert and describe your specific use case. For your security, these RFID stickers should generallyalreadybepre-programmed(i.e., have a “unique ID”) and shouldnotberewritable (“read-only”).
What data is used for billing?
The rental period is rounded up to the nearest quarter-hour. To track when you used the vehicle, we record the times you unlocked and locked it with your card. You can end your current trip ONLY with your card. Therefore, if you forget to lock the vehicle with your card, your current trip will NOT be ended and will continue to be charged. In addition, you may be subject to penalties if you exceed your booking time. The vehicle is not released to others until you have locked it with your card. If you do this exactly within your booking period, only the booking time will be charged. If you lock the vehicle with the card after the booking has ended, the charged time will be rounded up to the next quarter-hour. Example: You book from 3:00 PM to 5:00 PM and unlock the vehicle with your card at 3:02 PM and lock it at 5:02 PM; you will be charged from 3:00 PM to 5:15 PM. It is your responsibility to check online via the billing preview to ensure everything has been processed correctly and, if necessary, to contact us by phone or email in a timely manner (before the end of the month) if you have any questions.
Why won't the car start?
It is very likely that the RFID card was held over the card reader on the windshield for too long, causing the vehicle doors—which had already been opened in the meantime (due to a delay)—to lock again. This, in turn, triggers the immobilizer when the driver’s door is already open. The profile shows whether the immobilizer is activated or not!
"Current trip" means → the immobilizer is deactivated and starting the car is possible!
Solution: Close the door,hold thecard over the card reader againBEFORE turning on the ignition;this will deactivate the immobilizer and allow the car to start.
How do I charge my eCar while on the go?
Not everyone has their own charging card or wants to sign a contract just for that purpose. Even occasional or infrequent customers can charge their vehicles at the charging stations. Charging at the eCarsharing location is included, and when you’re on the go, you can use providers such as
:
Kelag:Here’s how to start charging using direct payment: Scan the QR code at the EV charging station, select the desired charging point on the mobile website, enter your payment information, and plug in the charging cable. The cost is displayed in advance.
SMATRICS:Drive to a charging station and sign up for theDirect NET planvia theSMATRICS appor website. Payment is accepted via Mastercard or Visa. After each charge, the customer receives an email receipt for that charge and a clear consolidated invoice once a month.
Energie Steiermark:Download the appfrom the App Store, select your location, and choose "Direct" as your payment method to pay via PayPal, credit card, or eps bank transfer.
WIEN ENERGIE: Withthe free Wien Energie Tanke app, you can find available charging stations even faster and pay directly through the app. Select theTanke ratesusing yourcharging card, and the amount charged will be easily settled monthly via payment slip or direct debit. Or you can opt for Direct Payment and pay directly at the charging station with your Visa or Mastercard.
Which charging card can be used at many charging stations?
ElectroMobilitatsClub – ONE charging card for many charging stations!
The EMC Club Card also serves as a “charging card” throughout Europe, functioning as a kind of purchasing cooperative that offers members the opportunity to charge their vehicles at special rates at many charging stations across Austria and throughout Europe.
For more information, please visit the website:https://www.emcaustria.at
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