Frequently Asked Questions

Topics
General
Charging
Parking
Rent
Problems
Cars
Prices
ELOOP Account
Upcoming bookings
General
What is Free Floating Carsharing?

Free-floating carsharing means that you can rent cars anywhere within a city via our app without having to hand them over in person. With the app you can reserve a car, open it and lock it again. If you want to stop renting a car, you can simply park it in the business area in an authorised parking space and rent it out.

What does homezone mean?

This is the business area where you can rent the cars. Of course, you can also drive and pause outside this area – across over 30 European countries. You can see the current homezone in the app, when you click on a car.

I’ve never driven an electric car or a Tesla!

Don’t worry, it’s easy to get used to driving an electric car including the Tesla Model 3. Check out the charging FAQ and videos for all the information you need. On your first drive, take a few minutes to familiarise yourself with the Tesla’s functions and display. Here’s to a successful and safe first ride!

Who can register with ELOOP?

The following requirements must be met:

– You have a valid category B driver’s licence
– You have a credit card or debit Mastercard/VISA
– You are at least 23 years old
– You have a smartphone (iOS or Android)

How can I use ELOOP?

Simply download the ELOOP app from the App Store or Play Store. After you have successfully registered, you can start using our Teslas. You can see the available vehicles in the app. With this you can reserve the cars, open them and drive off directly.

Are foreign driving licences accepted?

ELOOP accepts almost all international driving licences as well as those issued in the EU or the EEA. If you have a driver’s licence that was not issued in the EU or EEA, support will also need a copy of your passport or ID card.

Why does the app need access to my camera and location?

The ELOOP app needs access to the camera for your registration and for photographing the cars before and after your trip. The location is required so that you can see all available vehicles in your area in the app.

 

How do I get 15 € free credit?

Go to “Get 15 €” in the ELOOP app to share your code. Your friends will receive 15 € on their first ride and you will receive 15 € after your friends have driven for the first time.

What is the ELOOP ONE Token?

The ELOOP ONE Token (EOT) is the first security token in the world that you can use to participate in the sales of a purely electric carsharing fleet. Every time a tokenised Tesla Model 3 is rented by ELOOP users, all token holders earn money from the trip revenue.

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Charging
Where can I charge the cars?

All ELOOP cars can be charged at all charging stations with a type 2 connection and at all sockets. You will find both cables for this in the trunk. Of course, the cars can also be charged at all Tesla Superchargers and Destination Chargers. The cables for these are always at the stations.

Do I have to charge the car after my trip?

No. If the car has a range of more than 20km, you can end the rental. If the Tesla has less than 20km, please start the charging process at a Wien Energie charging station within the homezone and end your journey there. Or park the charged Tesla in a regular parking space.

How long does charging take?

With AC, 2-4 hours (regular charging stations, e.g: Wien Energie charging stations)

With DC, 30-45 minutes (rapid charging stations, e.g: Tesla Supercharger)

With sockets, up to 24 hours ( e.g: Schuko plug in Austria and Germany)

How do I know when my car is fully charged?

You can always read the exact charge level and the remaining charge time on the display in the Tesla. So you can always plan your breaks well.

Charging bonus: Get 10 € credit!

For trips of eight hours or more, you can easily get €10 free credit by charging the car for at least 360km and then ending the rental in a regular parking lot.

Charging bonus: Get 5 € credit!

If the trip ends at
– at a public Wien Energie charging station within the homezone,
– the charging process is started successfully
– and the range at the start of the charging process is less than 120 km,
you will automatically be credited with 5 € credit. No matter how long the rental period was before.

What do I do if the car is completely out of charge?

Please contact support immediately.

How do I end the charging process?

Unlock the cable via the car’s touchscreen. Press the green flash, then “Stop charging” and “Unlock”.

How do I find charging stations?

The easiest way to find charging stations in Vienna is with the “Tanke Wien Energie” app or here. The app will also show you whether the charging station is occupied. You can use the charging card in the car to charge for free at all Wien Energie charging stations. You can find Tesla Superchargers and Destination Chargers here

Can I end the rental at a charging station?

Yes, you can end the rental at a charging station
– if the range of the car is 200 km or less,
– the charging station is within the homezone,
– the charging station is a public charging station from Wien Energie
– and you have started the charging process.
You can see whether the charging process has started by looking at the LEDs on the charging station. When these are solid blue, charging has started.

Where can I charge the cars?

All ELOOP cars can be charged at all charging stations with a type 2 connection and at all sockets. You will find both cables for this in the trunk. Of course, the cars can also be charged at all Tesla Superchargers and Destination Chargers. The cables for these are always at the stations.

Do I pay for charging?

You can charge the cars for free at all Wien Energie stations in Vienna and the surrounding area. Tesla Supercharger costs will be charged based on your ELOOP membership. Any charging costs that are not covered will be passed on, including a service fee of 5 €. Of course, you can also use your own charge card.

Which charging cables are in the car and where can I find them?

In the trunk you will find two type 2 charging cables for charging stations and sockets.

How does charging at Wien Energie charging stations work?

You can use all 1,900 Wien Energie charging stations in Vienna and the surrounding area free of charge. Plug one end into the charging station and the other into the left rear of the car. The charging card is located in the centre console. Hold it against the RFID reader at the station. When the lights on the station turn solid blue, charging has begun. When the battery is fully charged and you are in an active trip, please unplug the car from the charging station immediately and drive on or park it in a regular parking space. You can end the charging process on the Tesla display by clicking on the green lightning bolt, pressing “Stop charging” and then “Unlock”. For other charging stations, we charge the amount including the service fee.

Where can I park the cars?

You can park the cars in all public parking areas in Vienna. This includes short term parking zones, even for more than 2 hours. During your trip you can park the car at charging stations, as long as the car is charging. When charging is finished, you have 15 minutes to move the car away from the charging station. Please make sure that you are not parked in a neighbouring car park or a car park with a peak stop ban.

How does charging at Tesla Superchargers work?

Plug the Supercharger station’s charging cable into the Tesla. The charging process will then begin immediately. You can end the charging process on the Tesla display by clicking on the green lightning bolt, pressing “Stop charging” and then “Unlock”. Tesla Supercharger costs will be charged based on your ELOOP membership.

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Parking
How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

 

Does my cell phone need an active internet and Bluetooth connection?

An internet connection is mandatory to start and end the rental. For stopovers, you can lock and unlock the car with your mobile phone via Bluetooth, even without internet.

Can I end the rental at the airport?

No, our homezone does not currently include airports.

 

Can I park at all WienMobil stations in Vienna?

No, you can only park in the parking spaces reserved for ELOOP at the WienMobil station in Seestadt (Maria-Tusch-Straße).

Where can I end the rental in Seestadt?

You can end your rental within the homezone on public parking lots. In addition, you can use the parking spaces marked for ELOOP at the WienMobil station.

How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

How do I end a rental?

Simply park the car in the Homezone and use the app to end your rental. Before ending the rental, make sure that you are not parking in a private or commercial car park (supermarkets, government offices, etc.); residents’ car park; car park where stopping and parking is prohibited on certain days or at certain times (including loading zones and delivery zones); or in car parks where parking bans have been set up but are not yet in force. If no replacement can be found for the vehicle at the start of the stopping and/or parking ban, the Hirer will be liable for any administrative fines and/or costs of towing.
Also, please do not use areas that pose a danger to other road users and the public (e.g. pavements, crossings, pedestrian crossings) – make sure that you always comply with the Highway Code when renting.

Remember that it is always your responsibility to ensure that the vehicle is parked correctly.

Where can I park the cars?

You can park the cars in all public parking areas in Vienna. This includes short term parking zones, even for more than 2 hours. During your trip you can park the car at charging stations, as long as the car is charging. When charging is finished, you have 15 minutes to move the car away from the charging station. Please make sure that you are not parked in a neighbouring car park or a car park with a peak stop ban.

Where can I end the rental?

You can end the rental at all public car parks within the home zone. You can also end the rental at Wien Energie charging stations if they are located in the home zone, the range is a maximum of 200 km and you have successfully started the charging process. Before ending the rental, make sure that you are not in a private or commercial car park (supermarkets, government offices, etc.); a residents’ car park; a car park where stopping and parking is prohibited on certain days or at certain times (including loading zones and delivery zones); or in car parks where parking bans have been set up but have not yet come into force. If no replacement can be found for the vehicle at the start of the stopping and/or parking ban, the Hirer will be liable for any administrative fines and/or costs of towing.
Also, please do not use areas that pose a danger to other road users and the public (e.g. pavements, crossings, pedestrian crossings) – make sure that you always comply with the Highway Code when renting.
Remember that it is always your responsibility to ensure that the vehicle is parked correctly.

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Rent
How do I end the charging process?

Unlock the cable via the car’s touchscreen. Press the green flash, then “Stop charging” and “Unlock”.

Does my cell phone need an active internet and Bluetooth connection?

An internet connection is mandatory to start and end the rental. For stopovers, you can lock and unlock the car with your mobile phone via Bluetooth, even without internet.

Do the cars have a motorway vignette?

All ELOOP cars have a motorway vignette for Austria.

Are the cars insured?

Yes. All ELOOP cars have fully comprehensive insurance.

How much range do the cars have?

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, the Tesla Model 3 has a range of between 420 and 491km.

Can I drive abroad?

You can drive to over 30 European countries without additional fees. The cars only have to be back in the homezone to end the rental. Please inform yourself about the charging options and about the road user fee. Find out which countries are included.

Do I have to decide how long I want to rent a car when booking?

No, with ELOOP you are more flexible than anywhere else from the beginning to the end of your rental. You don’t have to commit to a specific rental period or book an hourly or daily package. Just get in and drive for as long as you like.

How do I make a stopover?

If you want to park and lock the car, click on “Pause trip” in the app.

How long can I reserve cars for?

You can reserve the cars up to 45 minutes in advance for free. To do this, select your desired car in the app and click on “Book vehicle”. Now the car is reserved to you for the next 15 minutes. You can carry out this reservation process a maximum of three times in a row. After the third time, your account will be blocked for half an hour.

How do I end a rental?

Simply park the car in the Homezone and use the app to end your rental. Before ending the rental, make sure that you are not parking in a private or commercial car park (supermarkets, government offices, etc.); residents’ car park; car park where stopping and parking is prohibited on certain days or at certain times (including loading zones and delivery zones); or in car parks where parking bans have been set up but are not yet in force. If no replacement can be found for the vehicle at the start of the stopping and/or parking ban, the Hirer will be liable for any administrative fines and/or costs of towing.
Also, please do not use areas that pose a danger to other road users and the public (e.g. pavements, crossings, pedestrian crossings) – make sure that you always comply with the Highway Code when renting.

Remember that it is always your responsibility to ensure that the vehicle is parked correctly.

Can I also take animals with me?

Yes, but only if you bring a suitable transport box with you and the animal is in it during the journey. This is important so that allergy sufferers can use the cars without any worries.

How do I book hourly or daily packages?

With ELOOP you never have to commit to a rental period and it isn’t necessary to book packages. Just get in and drive – you’ll always automatically drive at the right rate based on the trip duration. You can find all prices and memberships here.

 

How long can I rent an ELOOP car?

With ELOOP you can drive from a few minutes to 30 days. Our intelligent tariffs ensure that you always automatically drive at the right price.If you are interested in renting for more than a month, you can contact support.

 

How many kilometres are included?

As of October 24th, the minute, hourly and daily rates no longer include kilometers. In the future, we will distinguish between the base price for the time driven and the kilometer price, which applies from the first kilometer driven.

Do I have to take photos of damage at the start of the rental?

No, unless there is new damage to the car that has not yet been reported in the app. You can see all damages that have already been reported in the app. The damage that you document and report directly in the app is for your own protection. If you have any problems with the app, please send any damage to the support team at [email protected]

Why do I have to take photos after my rental?

These photos are for your own protection. Please photograph the parked car from four different perspectives.

What does mobility guarantee mean?

If your ELOOP is no longer drivable, we guarantee you another means of transport free of charge. No matter where you are – in over 30 European countries. ( In case of negligence, you will be charged for the service).

Where can I end the rental?

You can end the rental at all public car parks within the home zone. You can also end the rental at Wien Energie charging stations if they are located in the home zone, the range is a maximum of 200 km and you have successfully started the charging process. Before ending the rental, make sure that you are not in a private or commercial car park (supermarkets, government offices, etc.); a residents’ car park; a car park where stopping and parking is prohibited on certain days or at certain times (including loading zones and delivery zones); or in car parks where parking bans have been set up but have not yet come into force. If no replacement can be found for the vehicle at the start of the stopping and/or parking ban, the Hirer will be liable for any administrative fines and/or costs of towing.
Also, please do not use areas that pose a danger to other road users and the public (e.g. pavements, crossings, pedestrian crossings) – make sure that you always comply with the Highway Code when renting.
Remember that it is always your responsibility to ensure that the vehicle is parked correctly.

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Problems
How do I start the car?

There is no key. With the Tesla Model 3 you simply step on the brake pedal, push the gear selector up or down for reverse or drive and go.

The car is asking for a key card?

With ELOOP you don’t need a key card. You can fix the problem by getting out of the car, pausing the rental, waiting briefly and then continuing the rental. The message doesn’t appear if you lock the car via the app when leaving and don’t leave it unlocked for a long time.

I can’t find the key!

With ELOOP there are no keys – you only need the app to operate the car. The car is on as soon as you get in. The Tesla can be started and parked using the gear selector. You can easily make a stopover via the app using “Pause trip”.

The charging cable cannot be removed from the car or the charging station!

With the Tesla Model 3, you unlock the cable using the touchscreen in the car. Press the green flash, then click on “Stop charging” and “Unlock”.

The Tesla display won’t switch on!

To restart the display, press both buttons on the steering wheel simultaneously for several seconds. If it still doesn’t work, please contact support.

Why was my account blocked – I’ve driven before?
  • Is your means of payment valid? Your account will be blocked if the last trip could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Is your means of payment expired? If your means of payment has expired, please update it under “Account” in the app.
  • Is your driving licence still valid? If your driving licence has expired, please send your new one to the support team.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23.
Why has my account been blocked – I have never driven before?
  • Is your means of payment valid? Your account will be blocked if the test booking could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Where was your driver’s licence issued? For driving licences that were not issued in the EU, a copy of your passport or identity card is also required. Please send the document to support.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23 onwards.
I was charged something even though I didn’t drive!

Please check in the app under “Account” and “Invoices” whether it is a penalty or something else. If you can’t match the amount or have questions about it, please contact support.

I’ve received a dunning – what do I have to do?

Please send your request to [email protected].

The rental period can’t be terminated!

If it doesn’t work on the first try, please check the following things first:
– Make sure that all doors, the trunk or tailgate and the windows are closed.
– Make sure that the charge card is in the card holder.
– Make sure you are in the homezone. You can see your current location in the app.
Now try and end the rental again. If it still doesn’t work, please contact support.

What do I do if I notice damage to the car?

You can report all damage directly before the start of the rental via the app. To do this, click on “Report new damage“. If you only notice damage afterwards, please report it to [email protected].

What do I do in the event of an accident?

Please make sure that nobody was injured and secure the scene of the accident. In any case, call the police. This also applies to minor damage. It is your duty to note the name of the other car owner(s) involved, the licence plate and the police file number and to immediately send the support team a written accident report. Please contact support and report any damage to [email protected] Call our emergency number, which will connect you to our roadside assistance service. This way, you always have a mobility guarantee in over 30 European countries.

What do I do if my car breaks down?

Please secure the car and the danger zone properly! Contact our emergency number immediately. Our support team will connect you with our roadside assistance service. This way, you always have a mobility guarantee in over 30 European countries.

What do I do if I drive an ELOOP completely empty?

Please contact our emergency number immediately. Our support team will connect you with our roadside assistance service. This way you always have a mobility guarantee in over 30 European countries.

The car is dirty inside!

Please excuse this inconvenience. Send support a short message including photos and the licence plate.

What does mobility guarantee mean?

If your ELOOP is no longer drivable, we guarantee you another means of transport free of charge. No matter where you are – in over 30 European countries. ( In case of negligence, you will be charged for the service).

What does roadside assistance mean?

No matter where you are driving with ELOOP, you will always get help in an emergency – in over 30 European countries. All users enjoy our mobility guarantee on every trip.

In which cases can the emergency hotline help me?

Our hotline is available around the clock if you have a problem with a vehicle. This could be, for example, a breakdown, an accident or a problem with the vehicle during your rental. Unfortunately, the hotline cannot help you if you have questions about your account, an invoice, pricing or a general enquiry. In these cases, please email us at [email protected] and we will get back to you as soon as possible.

Lost & Found

I have found something in an ELOOP: 
If you have found a lost item in your car, you are welcome to hand it in at one of the numerous lost property boxes or service points of the City of Vienna and inform us by e-mail. You can find more information here

I have lost/forgotten an item in the ELOOP: 
If you are still at the car, you can rent it again via the app. If you are no longer in the area of the vehicle or if your journey took place a long time ago, please contact [email protected] and ask whether something has been reported to us. Otherwise, you can also contact the lost property service of the City of Vienna directly – > more information can be found here

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Cars
Which cars does ELOOP have?

The ELOOP fleet consists of Teslas. The models are Tesla Model 3 2019-2022 SR+.

What does “Tesla Model 3 EOT” mean?

The models named Tesla Model 3 EOT in the app stand for the tokenised fleet and the ELOOP ONE Token. These cars generate passive income for everyone who owns EOT through the daily car sharing trips. You can find out more here.

Do the cars have a motorway vignette?

All ELOOP cars have a motorway vignette for Austria.

Are the cars insured?

Yes. All ELOOP cars have fully comprehensive insurance.

Where can I find the breakdown triangle & safety kit?

Both are stored in the trunk.

Where can I find the safety vest, the registration certificate and the accident report?

You can find these three things in the centre console by the charge card.

How much range do the cars have?

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, the Tesla Model 3 has a range of between 420 and 491km.

Can I charge my cell phone in the car?

Yes, you can charge your cell phone using the inductive smartphone charging pad.

Which charging cables are in the car and where can I find them?

In the trunk you will find two type 2 charging cables for charging stations and sockets.

Are there child seats in the cars?

No, please bring your own child seats. A suitable child restraint system protects the child from injuries, even in minor accidents.

How do I start the car?

There is no key. With the Tesla Model 3 you simply step on the brake pedal, push the gear selector up or down for reverse or drive and go.

The car is asking for a key card?

With ELOOP you don’t need a key card. You can fix the problem by getting out of the car, pausing the rental, waiting briefly and then continuing the rental. The message doesn’t appear if you lock the car via the app when leaving and don’t leave it unlocked for a long time.

I can’t find the key!

With ELOOP there are no keys – you only need the app to operate the car. The car is on as soon as you get in. The Tesla can be started and parked using the gear selector. You can easily make a stopover via the app using “Pause trip”.

The charging cable cannot be removed from the car or the charging station!

With the Tesla Model 3, you unlock the cable using the touchscreen in the car. Press the green flash, then click on “Stop charging” and “Unlock”.

The Tesla display won’t switch on!

To restart the display, press both buttons on the steering wheel simultaneously for several seconds. If it still doesn’t work, please contact support.

Do I have to take photos of damage at the start of the rental?

No, unless there is new damage to the car that has not yet been reported in the app. You can see all damages that have already been reported in the app. The damage that you document and report directly in the app is for your own protection. If you have any problems with the app, please send any damage to the support team at [email protected]

Why are some cars marked with a % sign in the app? 

With our Tesla Model 3 Deal, you can now drive for even less. To make these great prices possible, Deal cars have advertisements from partner brands on the outside.

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Prices
Do I have to decide how long I want to rent a car when booking?

No, with ELOOP you are more flexible than anywhere else from the beginning to the end of your rental. You don’t have to commit to a specific rental period or book an hourly or daily package. Just get in and drive for as long as you like.

How do I book hourly or daily packages?

With ELOOP you never have to commit to a rental period and it isn’t necessary to book packages. Just get in and drive – you’ll always automatically drive at the right rate based on the trip duration. You can find all prices and memberships here.

 

How many kilometres are included?

As of October 24th, the minute, hourly and daily rates no longer include kilometers. In the future, we will distinguish between the base price for the time driven and the kilometer price, which applies from the first kilometer driven.

How can I buy credits at a reduced price?

You may purchase credits directly via our app. Simply click on “Menu” and then go directly to the store under “Credits” – there you can select the desired package. We always give you extra travel credit with every purchase! You pay via your deposited means of payment and receive a mail containing the invoice after the successful purchase. Purchased travel credit has no expiration date.

What are the differences between ELOOP Basic, Plus and Pro?

ELOOP Basic is the free membership for anyone who occasionally needs a car. Completely flexible and without commitment. Registration is free and you only pay if you actually drive. In addition, you enjoy benefits such as free parking and charging in Vienna, fully comprehensive insurance, 24/7 road assistance, free vignette, no additional costs for trips abroad and more. Upgrade to ELOOP Plus or ELOOP Pro at any time if your needs change.



ELOOP Plus is just right for everyone who drives with ELOOP regularly. For just 9.99 € a month you’ll enjoy 10 % off all rates and kilometres as well as 25 % off charging at Tesla Superchargers in Austria and 30 other European countries. ELOOP Plus pays for itself from just one day trip per month. Of course, all the benefits of ELOOP Basic, such as free parking and charging in Vienna, fully comprehensive insurance, 24/7 road assistance and so on, are included too. Upgrade to the Plus membership anytime in the App and save 20 % when choosing yearly payment.

 

ELOOP Pro is perfect for everyone who drives a little more often or further. For 49.99 € a month you’ll enjoy 20 % off all rates and kilometres as well as 50 % off charging at Tesla Superchargers in Austria and 30 other European countries – and much more! ELOOP Pro pays for itself after about 3 day trips or one weekend getaway per month. Of course, all the benefits of ELOOP Basic, such as free parking and charging in Vienna, fully comprehensive insurance, 24/7 road assistance and so on, are included too. Upgrade to the Pro membership anytime in the App and save 20 % when choosing yearly payment.

What are the advantages of ELOOP Flat?

ELOOP Flat pays off if you need a car several times a week. For a fixed monthly price of 350 € you have a contingent of 30 hour and one 4 day tickets. In addition, all the benefits of a Pro membership are included in the subscription. Flat pays off after four day trips a month or about 14 one-hour trips a month.

How much does it cost to rent an ELOOP car?

You start your trip at the minute rate and automatically switch to the hourly rate- you’ll always automatically drive at the right rate based on the trip duration. Likewise the automatic change from the hourly to the daily rate. Click here for our prices and memberships.

Why are some cars marked with a % sign in the app? 

With our Tesla Model 3 Deal, you can now drive for even less. To make these great prices possible, Deal cars have advertisements from partner brands on the outside.

What will change for existing ELOOP Pro Users?

We want to assure you: your existing conditions will continue to apply until the end of your PRO membership: 10% discount on rates, free supercharges, reduced deductible, roadside assistance.
You can find the exact prices for you in the price list under the plus rate.
If you have any questions about your current membership and conditions, please email us at [email protected].

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ELOOP Account
I’m not 25 yet!

We offer early activation to all 23 and 24 year olds. In order to activate your account, a one-off activation fee of €99 must be paid. You can authorise the payment directly in the ELOOP app. After that you can use the service under the same conditions as ELOOP Basic. Unfortunately, for insurance reasons, we can’t offer our service to users under the age of 23.

Why was my account blocked – I’ve driven before?
  • Is your means of payment valid? Your account will be blocked if the last trip could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Is your means of payment expired? If your means of payment has expired, please update it under “Account” in the app.
  • Is your driving licence still valid? If your driving licence has expired, please send your new one to the support team.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23.
Why has my account been blocked – I have never driven before?
  • Is your means of payment valid? Your account will be blocked if the test booking could not be debited. You can request payment of your outstanding invoice again in the app under “Account” and “Invoices”.
  • Where was your driver’s licence issued? For driving licences that were not issued in the EU, a copy of your passport or identity card is also required. Please send the document to support.
  • Are you younger than 23? Unfortunately, the service can only be used from the age of 23 onwards.
What means of payment are accepted?

We accept credit cards and debit Mastercard/VISA.

What are credits?

You receive credits for example by “inviting friends”, voucher codes, promotions or our charging bonus. The credit amount always corresponds directly to the Euro amount. 

Credits from (promotional) offers are always valid for one trip, unless stated otherwise. You may also buy credits at a reduced price in the app at any time. To do so, simply go to “Account” in the app and then to “Shop”.

Purchased credit has no expiration date and is automatically used to pay for all minute-, hour-, day- and kilometer-rates. 

Where can I find my credit?

When you click on “Credits” in the app, your current credit balance is displayed. The credit that expires first is always used automatically.

How can I buy credits at a reduced price?

You may purchase credits directly via our app. Simply click on “Menu” and then go directly to the store under “Credits” – there you can select the desired package. We always give you extra travel credit with every purchase! You pay via your deposited means of payment and receive a mail containing the invoice after the successful purchase. Purchased travel credit has no expiration date.

How can I update my payment method?

Click on “Account” in the app. There you can update your payment method.

How can I update my driving licence?

If you have a new driving licence, please send a photo of the front and back to [email protected]

How can I change my personal information?

Please write your changes to [email protected]

Where can I find my invoices?

Click on “Account” in the app and then on “Invoices”. You can see your bills there. If you login here you can download your invoices as a PDF.

I was charged something even though I didn’t drive!

Please check in the app under “Account” and “Invoices” whether it is a penalty or something else. If you can’t match the amount or have questions about it, please contact support.

What happens when I turn 25?

Your account was already activated: You can upgrade to ELOOP Plus or ELOOP Pro.
You are new: You can now use the service without an activation fee. 

I’ve received a dunning – what do I have to do?

Please send your request to [email protected].

Are foreign driving licences accepted?

ELOOP accepts almost all international driving licences as well as those issued in the EU or the EEA. If you have a driver’s licence that was not issued in the EU or EEA, support will also need a copy of your passport or ID card. Please send this document to the support team.

Why can’t people under 23 use the service?

For insurance reasons, the service cannot be offered to users under the age of 23. On your 23rd birthday you have the opportunity to activate the service.

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Upcoming bookings
What does “Later” mean in the app?

With the new app function “Later/ Upcoming”, you can conveniently book a Tesla Model 3 for a specific date and time free of charge and return it on the date specified in advance. The vehicles will be waiting for you at a fixed pick-up location. Pre-booking is only available for long-term rentals of 1 day (24h) or more. To plan a trip in advance – set the switch in the app to “Later”. Now you can book a vehicle in advance. You will find your upcoming bookings in the app under “Upcoming”.

“Upcoming bookings: Where is the pick-up and drop-off location?

For upcoming bookings, you must always return the car to the same place where you picked it up before.

You may find our current pick-up and drop-off location here.

 

“Upcoming bookings”: Where may the rental be terminated?

The rental may only be terminated at the location where you started your trip. For example, if you started your trip at P&R Heiligenstadt, you may only end the rental there. This means that you have to end the rental at the place where you picked up the car.

“Upcoming bookings”: Where may the trip be paused?

You can pause your trip or make a stopover in over 30 European countries. Please note that you are responsible for purchasing parking tickets, etc. 

“Upcoming bookings: Can I plan several trips in advance?

Yes, you can plan several trips in advance.

Can “Upcoming bookings” and “Free Floating Carsharing” be used in parallel?

Even if you have already planned one or more trips, you can start trips immediately via the app as usual.

“Upcoming bookings”: Is parking in Vienna with these vehicles free of charge?

No. For upcoming bookings, you are responsible for purchasing parking tickets, etc. during your stopover. 

“Upcoming bookings”: When will my pre-booked vehicle be ready for pick-up?

Your car will be available at the pick-up location approximately 30 minutes before the booked time. We will notify you by email as soon as your car is ready.v

“Upcoming bookings: Do I have to return the car fully charged?

For upcoming bookings, the car may be returned with any mileage. However, it’s recommended that you return the car with the same range as when you picked it up. If the range is less than before departure, we charge 25.00 € for the charging service.

“Upcoming bookings”: How does the billing work?

The calculated trip costs are debited from the deposited means of payment for planned bookings before the start of the trip. Any trip credit will be taken into account.

“Upcoming bookings”: I’ ll return the vehicle earlier, what happens?

You can return the vehicle to the return location earlier at any time. The price charged in advance will stay the same.

“Upcoming bookings”: My vehicle is dirty / damaged when I pick it up, what can I do?

If you find your car dirty or damaged during scheduled bookings, please take photos immediately and send them to [email protected] If the car is dirty and you still want to make the journey, we will credit your account with 25.00 € credit. If the car is too badly damaged, you can switch to a Free Floating Carsharing vehicle without any cancellation fees. To do this, simply cancel the trip in the ELOOP app and reserve a new car in the area. We will also credit your account with 25.00 € for this effort. If you want to switch to a free floating car sharing vehicle, please inform the support team at [email protected]

“Upcoming bookings”: I can’t stick to my return date, what happens?

If the return date cannot be met, the additional trip duration will be charged at ELOOP Basic conditions. In addition, we charge an expense compensation after 30 minutes of delay (price list staff hour).

“Upcoming bookings”: How can I cancel my pre-planned trip?

You can easily cancel your upcoming trips via the app. To do so, open the ELOOP app → Upcoming → Select the planned trip → Cancel trip. The costs of a cancellation depend on how soon the cancellation is made.

  • Cancellation is 14 days (or earlier) before the trip start:
    10 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation is 14 days up to 7 days before the trip start:
    20 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation is 7 days up to 72 hours before the trip start:
    50 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation is 72 hours to 24 hours before the trip start:
    70 % of the calculated rental costs incl. a service fee of 20,00 € will be charged.
  • Cancellation is less than 24 hours before the trip start:
    The entire rental costs incl. a service fee of 20,00 € will be charged.

Cancellation costs are limited to a maximum of 600,00 €.

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Support
[email protected]
Emergencies
+43720778234