Driver FAQ

Are you a driver and have questions about using a sharing service via the MOQO app? Or are you a provider and receive the same questions repeatedly via customer service? Below we have summarized the most frequently asked questions including the correct answers.

Registration

1. What role does MOQO play in the registration process?

MOQO is a platform on which different providers can make their vehicles available to defined user groups. Drivers register directly with a provider via the platform. The direct business relationship is then between the driver and the provider.

2. How do I register for a sharing offer?

Drivers have three ways to register for a sharing offer: 
  1. via the provider's website
  2. they are invited by email directly from the provider
  3. directly in the sharing app (MOQO app or sharing app of the corresponding provider, available in both the Google Play Store and the App Store). Note: Only public offers are displayed there.

3. Is there a registration fee or a monthly subscription fee?

The providers determine independently whether a one-time registration fee and/or a monthly basic fee is charged for the use of an offer. Users can obtain information about this from the provider and in the sharing app before registering for an offer.

4. What are the requirements for registering to an offer?

In principle, a driver's license of the appropriate class must be available for the use of car sharing or scooter sharing. In addition, a valid payment method must be deposited. Other possible requirements are set individually by the respective provider. For example, a minimum age may apply for participation. For exclusive offers, proof of access authorization may be required, for example membership number, employee number, resident ID, etc.

5. How does the driver's license validation work?

Driver's license validation can be performed manually on site, digitally by the sharing provider, or independently using an online process. Depending on the sharing offer, not all validation methods are available. After successful validation, the check is repeated every six months.

6. Why is so much data needed?

The data allow the unique identification of a driver. They are required for security reasons as well as for insurance reasons. MOQO as well as the respective providers ensure that all personal data is processed, stored and deleted in accordance with the European DSGVO.

7. Why does the app need Bluetooth?

To enable the app to control the vehicle even without an internet connection, it needs Bluetooth. This enables the vehicle, app and platform to communicate with each other.

8. Why can't I find any offers near me?

MOQO is building a network of regional sharing providers where users can register via the MOQO app. This network is continuously being expanded. If no offer is currently displayed on the map, there may not yet be a public offer in your area. Users are invited to contact their city or local companies and request a new offer.

Exclusive teams such as corporate fleets are not displayed on the map in the app. Access to these teams is by invitation or can be requested directly from the provider.

Booking

9. What are the rates for a ride?

Individual rates apply to each offer in the MOQO app. The offers are created by the respective provider. The business relationship for the corresponding trip also exists with this provider. The rates usually consist of a time rate (per hour / day / week / month) and a distance rate. Often there are inclusive kilometers per time tariff, for each additional kilometer the distance tariff is charged. If applicable, a fixed booking fee or unlock fee is added. Some providers give a discount on long-term rentals.

10. How can I start a booking?

To start a booking, users search via the app for available vehicles at the desired time and pick-up location. As an alternative to the search function, currently available vehicles in the area are displayed on the dashboard. After selecting a vehicle, users click the "Book Now" button, accept the terms of use, and are then asked to confirm the booking. As soon as the user is at the vehicle at the booked start time, they open the app and call up the booking. The "Start booking" button then appears there. When the booking is started, the vehicle is also opened automatically.

11. Can I reserve a vehicle in advance?

Station-based vehicles can usually be reserved for a specific time. How far in advance this is possible depends on the respective provider. The provider also specifies in its fee regulations how long a reservation can be canceled free of charge. Users can find information on this in the terms of use of an offer.

12. How do I find my vehicle before I start my journey?

Drivers can find the booked vehicle via GPS using the map function in the app. The exact location is displayed 30 minutes before the start of the journey. Station-based vehicles can be found at the booked station.

13. Where can I enter a discount code?

Once users have selected the vehicle and booking period, they click the "Book now" button. In the booking screen that now opens, they click on "Redeem discount code" to access the discount code manager. There they can add a new discount code via the "+" or select and redeem an already stored code in the list.

During the ride

14. How does the unlocking of the vehicle work?

14a. How does the unlocking of a car work?

After confirming a booking, drivers can unlock the car via the app at the beginning of the booking time. To do this, use the "Open vehicle" slide button. You will then usually find the car key in the glove compartment. If there is no internet connection, the vehicle can be controlled and opened via Bluetooth connection. Some cars are now being used without a vehicle key and locked via the app during breaks.

14b. How does the unlocking of a bike work?

Unlocking a bicycle basically works according to the same principle as for a car. Depending on the lock and provider, however, there may be slight deviations. At the beginning of the booking time, the bike is unlocked via the app with the "Open vehicle" button, then the lock clicks audibly, pops open and users can ride off. At the end of the ride, the bike is locked via the app, and the lock either closes automatically or must be closed manually. With some providers, the bike must also be removed from a bike station after unlocking and pushed back into it at the end of the booking.

14c. How does the unlocking of a scooter work?

A scooter is also unlocked via the app. It then starts up immediately and provides feedback via the display and the lighting system. A key is not necessary or available on most scooters; they are controlled exclusively via app. Additional unlocking instructions appear on the display of some scooter models. The helmet is usually located in the helmet compartment under the seat.

15. how far am I allowed to drive the vehicle?

Within Germany, drivers may travel unlimited distances. The respective route tariffs of the providers apply. Whether trips abroad are permitted depends on the respective provider. However, in the case of free-floating offers, a vehicle can only be returned within the defined business area. In the case of station-based offers, the vehicle must be returned either at any station or, depending on the offer, at the booked station.

16. Can I drive abroad with the vehicle?

Whether drivers are also allowed to drive abroad with the vehicle depends on the provider and its insurance. Information on this can usually be found in the terms of use.

17. Can I park the vehicle in between and then continue driving?

Yes, drivers can park the vehicle during the booking period and then continue driving. The time tariff continues to run regularly during this time. To park without ending the booking, there are some special features depending on the vehicle type:

  • Keyless cars: Are locked/unlocked and ignited via the app. To lock the car, all windows must be closed and the ignition switched off. 
  • Cars with keys: Cars with keys must be locked exclusively with the key for interim parking. The key is usually located in the glove compartment. If drivers accidentally lock the car via the app, the booking is terminated. 
  • Bikes: Bicycles are locked via the app (without ending the booking) and unlocked again to continue driving. There are differences depending on the frame lock, so some locks automatically close when locked via the app and others must be opened and closed manually.
  • Scooters: Scooters work completely keyless and are unlocked and locked as well as switched off and on via the app for interim parking. To do this, the helmet compartment and luggage box (if present) must be closed in each case.

18. Am I insured during the ride?

Principally, drivers are insured during the journey. In the case of car sharing, there is usually liability insurance and fully/partially comprehensive insurance (possibly with a deductible). Information on specific insurance policies can be obtained from the provider or read in the vehicle description in the app.

19. May drivers change during the ride?

With many offers, the driver is not allowed to change during the journey. Many insurance packages do not provide for additional drivers. However, some providers do allow a change of driver as long as the person making the booking is also in the car. Information about this is available from the provider itself or in the terms of use.

Vehicle return

20. Where can I return the vehicle?

Vehicles of a free-floating offer can be returned freely in the defined business area excluding restricted areas. In some cities, there are special car-sharing parking spaces that are marked accordingly. Sharing providers inform drivers about regulations regarding parking fees and recommended parking spaces. Vehicles of a station-based service can be returned at any station or, if applicable, at a special station (for example, for round trips). The stations are displayed in the app.

21. Which conditions apply for the vehicle return?

In order to return a vehicle, certain conditions must be met. For example, the vehicle must be at a permitted return location and the ignition must be switched off. Other conditions are set by the sharing providers themselves, such as a minimum charging or refueling level or connection to a charging station. Users can view detailed information on this in the app.

22. What happens if I am late?

If drivers are late and cannot meet the originally stated return time, this is not a problem at first - the vehicle will not automatically shut down. Instead, the time and route rates simply continue to run. However, some providers charge an additional fee for late returns. This is often staggered according to the length of the delay. The reason for this fee is that other drivers who may have booked the vehicle afterwards may not be able to start their journey. This leads to dissatisfaction on the part of the users and to a loss of revenue for the provider. Subsequent users receive a message in the app that the previous user is running late and that they have the option to cancel. Note: Cancellation fees may apply.

Billing

23. What means of payment are accepted?

In principle, SEPA direct debit or credit card can be deposited as a means of payment. Which means of payment a provider accepts is decided individually.

24. When and how will the booking be settled?

Billing usually takes place automatically after the booking is completed. With a SEPA direct debit, collection can take a few days, whereas with a credit card it is collected immediately. Users then receive a booking summary by e-mail. Depending on the provider, this may also contain an invoice showing the sales tax. Alternatively, some providers invoice the collected amount at the end of the month.

25. The payment has failed. What happens now?

A fee of €7.50 is generally charged to the payment service provider for failed payments. Some providers choose not to pass this on to customers. It also depends on the respective reason for the failed payment whether a fee is charged. Individual reasons can be found in the provider's fee catalog.

Cleanliness, damage, tank

26. How is the cleanliness of a vehicle ensured?

Users are asked to rate the cleanliness of the vehicle and report dirt and contamination before each trip. The provider receives these notifications automatically via the system and can then send cleaners to dirty vehicles. In the case of self-inflicted excessive dirt, users may be charged for cleaning afterwards.

27. What happens in the event of damage?

Drivers also use the app to document defects and damage before or during the journey. Visual documentation is used for this purpose. The damage is localized directly and documented with a photo. To prevent damage from being reported by subsequent users and then assigned to previous drivers and charged, it is advisable to report existing damage before each trip. Drivers can view defects that have already been documented in the app. Sharing providers automatically receive a damage report via the system and can react accordingly. If the vehicle has to go to the workshop, it is put into maintenance mode and is temporarily no longer available for booking.

28. What happens when the tank or charge level is low?

The current tank or charge level can always be viewed via the app. In order to be able to return a vehicle, a minimum level is often prescribed. This guarantees that the next user is able to properly use the vehicle. Most providers store fuel/charging cards in the vehicle, which drivers can use as a means of payment at charging stations or gas stations so that they do not have to pay in advance (the rates usually include the cost of electricity and fuel).

29. How do I charge an electric vehicle?

Using the charging station finder in the app, drivers can navigate to a charging station and pay there with the charging card stored in their car. Please note: Certain charging cards are only valid for individual charging networks - it is therefore essential to follow the information and instructions in the app. For most types of electric vehicles, a certain sequence must be followed for charging - for example, connect the power plug to the charging station first and then to the car, or vice versa. Since many users are not yet very familiar with electric vehicles, most providers have stored instructions for operating a charging station in the vehicle (e.g. in the glove compartment). Drivers will also find a description in the app and on the charging station.

Other questions

30. Where can I get help with further questions or in emergencies?

Drivers can contact the service number listed in the app (24/7), the e-mail address support@moqo.de or the provider directly. These details can also be found on the provider's offer pages or in the app.

31. Can I add more offers?

Yes, the app allows users to search for other (public) offers in the vicinity and add them easily. Separate payment methods can be stored for each offer.


All questions answered?

If you still have questions, please let us know at feedback@moqo.de.


feedback@moqo.de