Archives: FAQ
What should I do in the event of a car sharing claim?
Stay calm, look after yourself and everyone involved and secure the scene of the accident.
In the event of any kind of damage, e.g. an accident with wild animals or a road bollard, or in the event of theft, please report it immediately to the police and to our support hotline (0341/4921000 à car sharing), even if no one else is involved. Please inform us truthfully and in detail about the damage event. Then document the damage to the vehicle with photos.
Can I cancel my car sharing booking?
Yes, you can. However, you can cancel free of charge up to 24 hours before the start of the rental period. If you have booked the vehicle for more than 24 hours, you must cancel your booking at least as long in advance as your booking period is long. If you cancel at short notice, we will unfortunately have to charge you half of the hourly rate for the canceled booking period.
What do I need to consider with electric vehicles?
Don't forget to pack the charging cable when you set off. It belongs to the vehicle. If the charging cable is missing when you start your journey, report it as damage to the support hotline before you set off (0341/4921000). Always connect the vehicle to the charging station at the end of the trip and start the charging process with the charging chip card.
How does refueling work?
If you need to refuel on the road or your tank level drops below 25 %, follow these steps:
- Search for a DKV filling station.
- Fill up with the right fuel. (see key fob or fuel cap, costs for premium fuel and intermediate charging of electric vehicles are not covered)
- Remove the DKV card from the glove compartment.
- Enter the mileage and PIN when paying. You can find the fuel PIN in your current booking under "More -> Refuel".
- If the DKV card is not accepted at the filling station or is defective, we ask you to display the costs. Then please send the fuel receipt to us (Service-Center der Leipziger Verkehrsbetriebe (LVB) GmbH, Markgrafenstraße 2, 04109 Leipzig) with the note "LeipzigMOVE Carsharing Tankquittung", your name and your customer contract number. We will reimburse you with the invoice for the journey.
- Electric vehicles must always be reconnected to the charging station for charging at the end of the journey and the charging process must be started with the charging chip card.
How do I open and close a car sharing vehicle?
- When your car sharing booking starts, you will find the "Open" button in your active booking. Press it, enter your PIN (you can change it at any time in your profile) and the vehicle's central locking will open. If this doesn't happen immediately, just try again - sometimes it can take a few moments.
- You will find the key in the glove compartment. Use the key to lock the car during the booking. At the end of the booking, insert the chip on the key back into the socket in the glove compartment. Close all doors and click on the "Close" button in your booking or hold any NFC-enabled card (e.g. a credit card) to the reading field in the windshield.
What do I have to bear in mind with station-based car sharing rental?
Currently, LeipzigMOVE only offers station-based car sharing vehicles. This means that you must always return the vehicle to the station. Your booking is only complete when you have returned the vehicle to the relevant station.
I get the error message "You don't have the right to book" when I make a car sharing booking.
You may not have validated your driver's license yet. Go to "How do I validate my driver's license?".
If you have already completed the validation, there may be other reasons for this. We ask you to use the Contact form to get in touch with us.
What do I have to do if my booked bicycle parking space is occupied?
This case can occur if the previous user of the parking space does not pick up their bicycle before their booking expires. If your booked parking space is occupied, please contact our customer service directly. If another parking space is available at your desired location, you can book it via the LeipzigMOVE app. The rental fee for the first booking will be refunded. You can reach our customer support at the phone number 0341/492-1000 or by email at public.transport@L.de.
What should I do if I cannot open the bike box or garage?
In rare cases, a bike box or bike garage may not open due to vandalism or technical malfunctions. In this case, please contact our customer service directly and explain your issue. Our customer service can be reached at the following phone number: 0341/492-1000 or by email at verkehrsbetriebe@L.de to reach us. We will then find a solution together with you.
If you caused an emergency opening through your own fault, according to our General Terms and Conditions (GTC) the resulting fees.
What happens if I exceed the rental period of a bike box and do not extend it in good time before the booking expires?
The door of the bike box does not open automatically. Once your booking has expired, the parking space is released again and can be booked by other users. If the bike is still in the bike box at this time, it can be found by the next tenant.
As long as no other user has booked, the door to your parking space can be opened again after the rental period has expired.
If your bicycle is blocking a parking space, we reserve the right to clear the space and charge you for the costs incurred. Therefore, please always pick up your bicycle on time or extend your booking.
