Frequently Asked Questions

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.

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.

You can expect the following charging times for the Tesla Model 3:

– 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 for Austria and Germany)

You can expect the following charging times for the Tesla Model Y:

– With AC, about 8 hours (regular charging stations, e.g.: Wien Energie charging stations)
– With DC, about 25 minutes (rapid charging stations, e.g.: Tesla Supercharger)
– With sockets, up to 20 hours (e.g.: Schuko plug-in for Austria and Germany)

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.

Should you terminate the trip with less than 90 km remaining range at a public Wien Energie charging station between 10 pm and 4 am within the homezone, 10 € credits will be added to your account automatically.

Please contact support immediately.

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

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. 

Yes, you can end the rental at a charging station
– if the range of the car is less than 90 km,
– 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.

Make sure that the charging limit is set to 100% and the power to 16A.

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.

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.

If the car remains plugged into a charging station during an active rental, despite a completed charging process, the costs incurred and a processing fee will be passed on. Therefore, the car must be moved to a regular parking space or the trip must be continued at the latest after the charging process has been completed. If the car remains plugged in even though the charging process has been completed, we will charge the costs according to our current charging tariff and a processing fee of 5 €.

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

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, otherwise additional costs will apply. 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.

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.

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.

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

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.

No, our homezone does not currently include airports.

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

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.

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

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, with at least 20 km range.

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.

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 less than 90 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, with at least 20 km range.

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

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.

All ELOOP cars have a motorway vignette for Austria.

Yes. All ELOOP cars have fully comprehensive insurance.

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, you can assume the following ranges:

– Tesla Model 3: 420-491 km

– Tesla Model Y: 470-510 km

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.

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.

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

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.

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, with at least 20 km range.

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.

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.

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.

We distinguish between the base price (minute, hourly and daily rates) for the time driven and the kilometer price, which applies from the first kilometer driven.

You can find our current price list here.

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].

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

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).

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 less than 90 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, with at least 20 km range.

To be activated for our Tesla Model Y you must be at least 25 years old. In addition to that you must have had at least ten ELOOP rides or own at least 500 EOT and have your wallet linked to your carsharing account.

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.

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.

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”.

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”.

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

• 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.

• 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 driving licence issued? For driving licences 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.

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.

Please send your request to [email protected].

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.

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].

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.

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.

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.

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

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).

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.

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 su[email protected] and we will get back to you as soon as possible.

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. 

The ELOOP fleet consists solely of Tesla. The models are Tesla Model 3 2019-2022 SR+ and Tesla Model Y 2022 LR.

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.

All ELOOP cars have a motorway vignette for Austria.

Yes. All ELOOP cars have fully comprehensive insurance.

Both are stored in the trunk.

You can find these three things in the centre console by the charge card.The insurance card for the car is listed here: https://eloop.app/de/versicherungskarten/

That depends on the model, the outside temperature, the air conditioning or heating and your driving style. In general, you can assume the following ranges:

– Tesla Model 3: 420-491 km

– Tesla Model Y: 470-510 km

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

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

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

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.

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.

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”.

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”.

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

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].

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.

To be activated for our Tesla Model Y you must be at least 25 years old. In addition to that you must have had at least ten ELOOP rides or own at least 500 EOT and have your wallet linked to your carsharing account.

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.

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.

We distinguish between the base price (minute, hourly and daily rates) for the time driven and the kilometer price, which applies from the first kilometer driven.

You can find our current price list here.

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.

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.

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.

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.

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].

You can drive our ELOOP cars if you have had your driving licence for at least 2 years. This is made possible by our early activation for all 23- and 24-year-olds.

By paying a monthly activation fee, you can now activate ELOOP Basic. The activation fee of 9.90 € / month is only charged for those months in which you actually drive and is automatically due with the first trip of the respective month. So just get in and start driving.

• 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.

• 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 driving licence issued? For driving licences 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.

We accept credit cards and debit Mastercard/VISA.

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.

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

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.

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

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

Please write your changes to [email protected]. 

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.

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.

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. 

Please send your request to [email protected].

ELOOP accepts almost all international driving licences as well as those issued in the EU or the EEA. If you have a driving 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.

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.

To be activated for our Tesla Model Y you must be at least 25 years old. In addition to that you must have had at least ten ELOOP rides or own at least 500 EOT and have your wallet linked to your carsharing account.