Archives: FAQ

The car sharing vehicle is damaged or dirty before the start of the journey.

Any existing damage that you notice before the start of your journey and that is not yet listed in the damage list in the app must also be reported immediately and before the start of the journey by calling our support hotline (0341/4921000) must be reported. This also includes heavy soiling or missing utensils. Please never use the vehicle if the safety appears to be impaired by the damage found.

Where do I report a car sharing claim?

You can report any damage caused by you or during your rental by calling the support hotline (0341/4921000 car sharing). In this case, please also call the police. A written report is also required within three days. You can also send photos of the vehicle damage here.

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 cancel at short notice, we will unfortunately have to charge you half of the hourly rate for the canceled booking period (see point 14).

What do I need to consider with electric vehicles?

Remember to pack the charging cable when you start your journey. It belongs to the vehicle. If the charging cable is missing at the start of your journey, report it as damage to the support hotline before you set off (0341/4921000). The vehicle must always be connected to the charging station at the end of the journey and the charging process must be started 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. During the booking, use the key to lock the car. 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 where you started your journey. Your booking is only complete when you have parked the vehicle at 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.