FAQ - Carsharing
How do I book my desired vehicle?
I cannot return my vehicle to its designated parking spot on time, what should I do?
How do I use my booking correctly?
If you have a booking, you can open the vehicle from the start of your booking.
Billing is rounded up to the next quarter-hour – even if you drove just 1 second longer, it 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 for driving. However, this key is inside the locked vehicle. Therefore, you open the vehicle for the first time using your card. This not only deactivates the central locking system (just like with the car key) but also the immobilizer. If you unlock the car with the key after having locked it with your card, you won't be able to drive off because the immobilizer will be active. This ensures the correct use of the card and provides additional theft protection.
By using the card, you authenticate yourself – similar to using your login details on the website. You log in at the start and log out at the end.
For each booking, you will need your card exactly twice: once at the beginning 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 overlap with a subsequent booking, please inform us immediately so we can contact the next user in good time about the delayed return of the vehicle.
How can I use my own card to unlock and lock the vehicle?
Upon new registration, you will receive an RFID card for e-carsharing use. You can always use this card. Additionally, in your profile, you will find a link with step-by-step instructions on how to activate your own RFID card (e.g., ATM card or university ID card) for 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-carsharing?
If your card already has an integrated RFID chip (as is the case with most ATM cards, for example), you can activate and use your card for e-carsharing via your profile without any extra effort.
However, if you want to use any card without an RFID or NFC chip or even your mobile phone to unlock and lock the FAMILY e-Cars, you can purchase an RFID sticker from any provider for approximately 5 Euros. You can then stick this sticker onto your mobile phone, card, or key fob and activate it like a normal RFID card via your profile for e-carsharing use.
This means you could even use your mobile phone to unlock your booked e-car without an internet connection.
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 generally be pre-written (meaning they already have a "Unique ID") and not re-writable ("readonly").
What data is used for billing?
The rental duration is rounded up to the nearest quarter-hour for billing. To know when you used the vehicle, we record when you unlocked and locked it with your card. You can ONLY end your current trip with your card. Therefore, if you forget to lock with your card, your current trip will NOT be ended and will continue to be charged. Furthermore, you may incur penalty fees if you exceed your booking time. The vehicle is only available to others once you have locked it with your card. If you do this exactly within your booked period, only the booking time will be charged. If you lock the vehicle with your card only 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 you unlock the vehicle with your card at 3:02 PM and lock it at 5:02 PM, then you will be charged from 3:00 PM to 5:15 PM. It is your responsibility to check online using the billing preview to ensure everything worked correctly and to contact us by phone or email in good time (before the end of the month) if you have any questions.
Why won't the vehicle start?
It is very likely that the RFID card was held over the card reader on the windshield for too long, causing the vehicle to lock again while a door was already open (due to a delay) – which, if the driver's door was already open, activates the immobilizer. Your profile shows whether the immobilizer is active or not!
"Current trip" means → the immobilizer is deactivated and starting is possible!
Solution: Close the door, then hold the card over the card reader again, BEFORE the ignition is activated, this will deactivate the immobilizer and allow the car to start.
How do I charge my e-car on the go?
Not everyone has their own charging card or wants to sign a separate contract. Even if you're a one-time or infrequent user, you can still charge your vehicle at our stations. Charging at the e-carsharing location is included, and for when you're on the go, here are some
possible providers:
Kelag: To start charging with direct payment: Scan the QR code at the e-charging station, select your desired charging point on the mobile website, enter your payment details, and plug in the charging cable. The costs will be shown beforehand.
SMATRICS: Drive to a charging station and register using the SMATRICS App or their website for the Direct NET tariff . Payments can be made with Mastercard or Visa. After each charging session, you will receive an email receipt, and a clear summary invoice will be sent once a month.
Energie Steiermark: Download the app from your app store, select a location, and choose 'Direct Payment' to pay with PayPal, credit card, or eps transfer.
WIEN ENERGIE: The free Wien Energie Tanke-App helps you find available charging stations quickly and allows you to pay directly through the app. If you use the charging card and choose one of the Tanke tariffs , the amount charged will be conveniently settled monthly via payment slip or direct debit. Alternatively, you can choose Direct Payment and pay directly at the charging station using your Visa or Mastercard credit card.
Which charging card can be used at multiple charging stations?
ElectroMobilitatsClub – ONE charging card for many charging points!
The EMC club card also functions as a "charging card" across Europe. It's like a purchasing community that allows members to charge at many stations throughout Austria at special rates, and also across Europe.
For more information, please visit their website: https://www.emcaustria.at
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