FREQUENTLY ASKED QUESTIONS.

Jelbi is growing – what you can do with it is steadily increasing. Right now, the following partners can be booked in the Jelbi app:

• public transport – VBB tickets for Berlin fare zones A, B, and C
• free-floating car sharing – MILES and SIXT share
• station-based car sharing – mobileeee
• bike sharing – nextbike, Lime and TIER
• e-moped sharing – emmy
• e-scooter sharing – TIER, Voi and Lime
• taxi – Taxi Berlin

Many more providers will be coming soon!

These partners are available at Jelbi stations but cannot yet be booked in the app:

• Car Sharing – DB Flinkster and Cambio
• Cargo bikes – Avocargo and sigo

Since the termination of the BerlKönig and Bird services, these rides no longer appear under “Rides and Purchases”. If you need information about your rides, please contact appsupport@bvg.de. If you have any questions regarding the invoices, please contact support@berlkoenig.de or  jelbi-invoice@bird.co respectively.

Log in with your BVG account:

Already have an account for the BVG Tickets app or the Fahrinfo app? Then you can simply sign in with the same email address and password you use for them.

OR

Sign up:

Sign up as a new user – enter your email address and choose a password. The BVG will then send you an email. Please click on the link in it and enter further required information in the app:

• your personal information.
• your mobile number; a text message with a 4-digit code will be sent to verify this number.
• payment method (credit card, SEPA direct debit, or PayPal)
• if you have a driving licence – verify your driving licence and ID card. This may take a few minutes – it’s best to do it before your first car or scooter ride.

And that’s it, your Jelbi account is now active. So let’s move on to the next question …

Click on the menu at top-left, then on your profile. Now you’ll see all our mobility partner services currently available in Jelbi.

Simply click on “Connect” to use your chosen partner.

You don’t need to connect with all partners – just the ones you actually want to use in Jelbi.

You cannot connect to partners that require a driving licence (car and scooter sharing) until you’ve verified your licence and ID card in the app.

Yes. Just enter the email address and password you use for the Tickets and Fahrinfo apps to activate your Jelbi account.

No. You need a new Jelbi account to use Jelbi.

But don’t worry – if, say, you already have a nextbike account, you can still use Jelbi. Simply create a Jelbi account and use nextbike from within it. You can, of course, still use the nextbike app if you want to.

Forgotten your password? No problem. Just click on “Forgot password?” underneath the boxes for your email address and password, enter your email address, and the BVG’s system will send you an email containing a link. Click on the link to choose a new password.

(This new password is then also valid for the Tickets and Fahrinfo apps.)

Jelbi users must be aged 18 or above.

Get tips for a successful verification process from our ID verification provider Veriff.

Please note:

We currently only accept IDs/passports from the European Economic Area (EEA), Switzerland and UK as well as residence permits from the EEA. 

In addition, we currently only accept driver’s licences from the EEA.

Offers for which no document validation is required can be used without restriction.

Yes, paper driving licences are also verified. Sometimes it’s a bit harder to get a good photo for the verification process. But if it doesn’t work, just try again.
All EU driving licences can be verified and used with Jelbi.

Jelbi can be used to purchase almost all the tickets available in the BVG Tickets app. The only exceptions: student monthly tickets and the Berlin Ticket S are not yet available in Jelbi.

Click on the “Tickets” tab to purchase your desired tickets.

The app guides you through the process, providing all the information you need to complete your journey. Simply follow the instructions in the app.

If you have any problems, please contact the partner with whom you booked in Jelbi.

Once you’ve completed your journey, you can view all journeys with all details on dates, prices, and services used by going to “My trips” in the menu.

You’ll receive an email from Jelbi confirming that the journey has been completed. The price and date of your journey are also displayed.

You can’t cancel bookings with our partners emmy, MILES, TIER, and nextbike – but you can simply end them whenever you like.

If you want to cancel or have a problem with a journey, please contact the partner with whom you booked the journey.

BerlKönig and taxi rides can be cancelled in the app. Any cancellation fees that apply will be shown in the app.

If you want to use the voucher for a booking, please make sure that the voucher is selected as the default payment type before booking. Unfortunately, it is not possible to use a voucher retroactively.

Depending on the voucher campaign, public transport ticket purchases may be excluded from use. You can findthis information in the respective terms of use. You will also see the corresponding information in the app. As soon as you have used up the voucher, you can buy tickets via Jelbi as usual. Please also see Q21.

Please note that vouchers are not shown on invoices or in receipt emails. If you selected the voucher before the trip and SEPA direct debit is set as the fallback payment type, then your voucher should have been successfully redeemed. Please wait until you see the debit on your account and check if the correct amount has been debited.

If you don’t see the voucher in your account anymore, it can be due to three reasons:

1. You have used up the entire voucher balance.
2. The voucher has expired. Therefore, please always pay attention to the validity period of your voucher, a subsequent offset is not possible.
3. You have set a payment method as default that is not direct debit.

Please read the respective terms of use before using the voucher.

Since it is not possible to use the voucher later, please make sure that the voucher is selected as the payment method before each booking or purchase.

Please also note that unused credit expires after the end of the validity period. Again, no subsequent offset or credit is possible.

Depending on the voucher campaign, public transport ticket purchases may be excluded from use. As soon as you have used up the voucher, you can buy tickets via Jelbi as usual.

If you can’t or don’t want to wait for that, you can re-enable ticket purchases by changing the default payment method:

1. Select PayPal as the default payment method. Then the voucher will no longer be visible and active in your account and you will be able to buy tickets via PayPal.
2. To reactivate the voucher, select SEPA direct debit as the default payment method again. Your voucher should now be visible again. To use the voucher for your next trip, please remember to select the voucher as default payment method before the trip.

No, you save your payment information once and can then use all the services available in the Jelbi app.

Yes, you can download an invoice for every journey to your phone. Go to “My trips” in the menu to see details of all trips and download your invoice.

Billing for certain mobility providers:

nextbike issues monthly invoices only. You can download last month’s invoice at the start of the next month. In other words, an April invoice is available in early May.

For Lime you’ll be taken to the provider’s support page where you can request an invoice via an online form.

Billing for vouchers:
Please note that vouchers are not shown on invoices or in receipt emails. If you selected the voucher before the trip and SEPA direct debit is set as the fallback payment type, then your voucher should have been successfully redeemed. Please wait until you see the debit on your account and check if the correct amount has been debited.

At the time of Jelbi’s launch, not yet. We’ll let you know as soon as this changes.

Not yet, unfortunately. The package or subscription can only be used in the app in which you bought it.

No. Each app shows you only what you bought in that app.

Definitely. Jelbi is steadily growing, and we’re working flat out to improve the app. So to make sure you always have the latest version with all updates and new mobility partners, check often to see if you’ve installed the latest Jelbi.

And please feel free to send us your feedback and suggestions for new features at any time.

To disconnect the charging cable from the car, please contact Miles customer service: 030 – 837 99710.

EVs with a low charge level (less than 25%) will automatically not be shown to you in the Jelbi app, so you don’t have to worry too much.

You can see the charge level in the Jelbi app on the vehicle screen, just below the car license plate.

In general, charging via the Jelbi app is not possible or necessary, Miles takes care of that directly. Please also read the next point “Fueling / Charging”.

Electric vehicles: Generally, you don’t need to worry about charging – Miles takes care of that for you. However, if the charge level is below 10% at the end of your trip, you cannot end the ride via the app. Please drive to the next charging station and call the Miles customer service: 030 – 837 99710. They will activate the charging process and guide you through it.

All other vehicles: The same rule applies – generally, Miles will take care of the fuelling for you. However, if the fuel level is below 5% at the end of your trip, you cannot end the ride via the app. Please all the Miles customer service, they will manually end the ride for you: 030 – 837 99710.

Please check the vehicle for damage before each trip. If the car is damaged or dirty inside, please report it via email to hello@miles-mobility.com before starting your ride.

In case of an accident or new damage please report to the police and call MILES (030 – 837 99710), regardless of whether it was self-inflicted or with third-party involvement. You can find additional information on  miles-mobility.com.

To disconnect the charging cable from the charging station, please take the charging chip from the glove compartment and hold it against the charging point. Then place the cable in the trunk.

Please check the vehicle for damage before each trip. As soon as you have reserved a vehicle, you can see under “Information” > “Vehicle damage” which damage has already been reported.

If you find something or have caused damage yourself, please click on “Report damage” in the app.

In case of an accident or new damage please report to the police, regardless of whether it was self-inflicted or with third-party involvement. You can find additional information on  sixt.com/share/faqs/.

Good news: The registration fee is waived when booking through Jelbi.

Please note that SIXT share does not offer packages in Jelbi, the standard rate always applies.
For fees regarding pick-up/drop-off or damages, please check sixt.com/share/rates/.

If the tank is low at the end of your trip, you don’t have to worry about refueling – SIXT share takes care of that for you.

The same applies to electric vehicles: simply park the car, finish your journey and enjoy the rest of your day.

Please note that you will therefore not receive a voucher/credit for refueling or charging a SIXT share vehicle.

The minimum age for using SIXT share vehicles is 21 years. SIXT share requires a higher minimum age for certain vehicle categories. If you do not meet the requirement, this will be indicated accordingly in the Jelbi app and the reservation button will be grayed out.

Please disconnect the cable from the vehicle first and then from the charging point. To do this, pull the charging plug as straight as possible out of the socket, close the charging flap on the car and put the rolled up cable back in the trunk.

If there is visible damage to the cable or if there is no cable at all, please report this to mobileeee support immediately.

No, you have to return the car to the same station at which you picked it up.

Please check the vehicle for damage before each trip. If you find something or have caused damage yourself, please contact mobileeeee support immediately.

Please reconnect the vehicle to the station when the charge level is below 75%. You will also find the fuel or charging card and step-by-step instructions for the charging process in the glove compartment of the vehicle.

1. Open the charging flap. To do so, press lightly on the top left corner of the flap.
2. Take the charging cable out of the trunk and first connect it to the vehicle. Then plug the other end of the cable into the charging station. Always plug the charging cable in firmly and as straight as possible in one go.
   

   © mobileeee

3. Start the charging process at the charging station (depending on the station, e.g. with charging card, charging chip, key or call). You will find the charging card in the glove compartment of the vehicle.

Note: For fast charging stations with a permanently connected cable and the larger CCS plug, please remove the lower plastic cover beforehand:

© mobileeee

© mobileeee

If the vehicle has not already been reserved by someone else, you can easily extend your rental period in the Jelbi app. If there are any problems or if the vehicle is already reserved, you can always contact mobileeee support.

If the parking space has been mistakenly occupied by another vehicle, please call mobileeee support at 0241 – 95 78 83 66.

Please make sure that you put both the key chip and the fuel card back in the exact slot in the glove box from which you took them.

Unfortunately, the tip feature is not yet active in Jelbi, but if you had a great experience you can always thank the driver directly.

Please contact the provider with whom you booked the trip.

If you booked with emmy, say, you need to contact emmy.

If you have questions about BVG tickets, you can get in touch with BVG ticket support. Just send a message to appsupport@bvg.de.

Since the termination of the BerlKönig and Bird services, these rides no longer appear under “Rides and Purchases”. If you have any questions regarding the invoices, please contact support@berlkoenig.de or  jelbi-invoice@bird.co respectively.

We want Jelbi to meet your needs, so we’re always happy to receive your feedback, suggestions, and criticism. Please write to us at appsupport@bvg.de. We look forward to your message.

You can delete your Jelbi account at any time.
Please tell us you want to delete your Jelbi account by writing an email to appsupport@bvg.de.

Alternatively, you can submit a deletion request directly from the Jelbi app. Click on Account > Profile and scroll down to the bottom of the page – there you will find a button to delete the account.

No. Only those partners you actively connect to in your personal profile and whose T&Cs and privacy policies you agree to will receive the data they need in order to provide you with your journey. You decide which providers you want to activate in Jelbi. Only they will receive the data they need on you.