Archives: FAQ
Kann ich eine bereits abgebuchte Zahlung reklamieren?
Ja. Melde Dich einfach bei unserem Customer support, wir prüfen das für Dich.
What do I need to bear in mind when riding an e-scooter?
Always ride sober, do not take another person with you on your e-scooter or leave the e-scooter to another person and wear a helmet for your own safety.
You may only ride your e-scooter on marked cycle paths or on the road. Always ride responsibly and be considerate of others.
How do I validate my driver's license?
After you have entered your driving license details when completing your profile or subsequently in your profile, you must have your driving license checked before making your first booking. The LVB team is available for this purpose at the following service centers:
Service Center Markgrafenstraße 2, 04109 Leipzig
Mobility Center at Leipzig Central Station Willy-Brandt-Platz, 04109 Leipzig
For opening hours see https://www.l.de/verkehrsbetriebe/kundenservice/servicezentren/.
Your first booking is possible the following day. Have a good trip.
Are there still free quotas for bike sharing?
As of September 1, 2024, the inclusive units for bike sharing have been removed from the LeipzigMOVE GTC. But don't worry: there has been a transition period since September 2024. During this period, you will continue to receive free rides of 10×15 minutes per month. If a journey takes longer than 15 minutes, you will pay the normal fare for the next unit. Even if your 10 units are used up, you can of course continue to travel - at the regular conditions.
The free units of 10 x 15 minutes per month for bike sharing will be deducted directly after use until further notice. You only pay what is due per rental minus the free quota.
How does a refund work for a canceled trip?
Refunds will always be made to the same means of payment that you used for the booking.
Who can I contact if I have problems with the payment?
Contact our Customer support - We can help you quickly and easily.
Who processes my payment data?
Your payment data is processed exclusively by our external partners:
- Adyen (technical payment service provider)
- Klarna or PayPal (depending on what you have selected)
The LVB itself does not store any payment information. You can find out more about this in our Data protection information.
Will I receive an invoice or receipt?
- After each booking you will immediately receive a Individual invoice by e-mail. If you pay with Paypal, you will also receive a payment confirmation from Paypal.
- At the beginning of the following month, we will also provide you with a Overview of all bookings
When will my account be debited?
- For products with a fixed price (e.g. public transport tickets), the amount is debited immediately.
- In the case of variable prices (e.g. ride or sharing offers), an amount is reserved first. The final debit is made directly after the end of the journey - usually within a few seconds
- Penalties at the Bike sharing are debited immediately after booking and listed separately.
- Penalties with Scooters are usually billed on the following day - you will also receive a separate invoice for this.
Why is my payment method being rejected?
Possible reasons:
- Your credit card is not supported (we accept Visa and Mastercardbut no American Express or certain international cards...
- For some products, we reserve a certain amount on the means of payment before the journey. Under certain circumstances, this reservation may fail on your means of payment.
