FAQ
What is Jelbi? Jelbi is a project by BVG in collaboration with numerous partners.
We provide, develop, and connect mobility solutions for Berlin, extending mobility beyond traditional public transport.
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Help Center
Account
Tickets
Payment
Partners
Account & Data Privacy
How do I create my user account?
Sign in with your BVG account:
Do you already have an account for the BVG Ticket app or the Fahrinfo app? Then simply sign in using the same email address and password.
OR
Create a new account:
If you don’t have a BVG account yet, simply register by entering your email address and creating a password. You will then receive an email from BVG. Please click the link in the email and enter the remaining information in the app:
- Your personal details.
- Your mobile phone number. You will receive an SMS with a 4-digit verification code to verify your phone number.
- Payment method (credit card, PayPal, Apple Pay, or Google Pay).
- If you have a driving licence, verify your driving licence and ID card or passport. This may take a few minutes, so it’s best to do this before your first car or scooter ride.
That’s it. Your Jelbi account is now active! Feel free to continue with the next question…
How old do I have to be to use Jelbi?
You must be at least 18 years old to use Jelbi.
I forgot my password or would like to change it. What can I do?
The password for your Jelbi account is managed through the BVG login page. If you have forgotten your password or would like to change it, please use the BVG login page to reset your password or create a new one.
Your new password will then also apply to Jelbi and other BVG services.
What happens to my personal data?
Protecting your personal data is very important to us. We treat all personal data that you provide while using the Jelbi app and our services confidentially and in accordance with applicable data protection laws.
We would like to inform you about which of your personal data we process, the purposes for which it is processed, who it may be shared with, and the rights you have regarding your data.
You can find detailed information in our Privacy Policy.
If you have any further questions about data protection, please feel free to contact us at any time at privacy@jelbi.de.
How can I delete my Jelbi account?
You can delete your Jelbi account at any time.
Please send your request to delete your Jelbi account to appsupport@bvg.de.
Alternatively, you can submit a deletion request directly in the app. To do so, open your profile and scroll to the bottom of the Personal Information section, where you will find a button to delete your account.
How do I book a vehicle or ticket with Jelbi?
On the home screen, you have two options:
Simply enter your destination in the “Where to?” search field and you will be shown the best route, including the price, travel time, and available modes of transport. Then choose the option you prefer and confirm your selection with a single tap.
OR
Select your preferred mode of transport directly by tapping the corresponding round icon on the home screen.
The app will guide you through the booking process step by step and provide all necessary information, such as the PIN required to unlock a bike.
Driving licence
Will I be notified when I need to renew my driving licence verification?
Yes, we will contact you by email 28 days before your driving licence verification needs to be renewed.
We will also remind you in the Jelbi app via a banner notification 14 days and 1 day before the required verification date.
Why do I need to renew my driving licence verification even though my driving licence is still valid?
We have introduced regular driving licence checks to ensure that you hold a valid driving licence for the use of our car-sharing and moped-sharing services.
Starting from April 2024, you will be asked to renew your driving licence verification every three years.
How does the verification of my driving licence and identity document work?
Click here for the most important verification tips from our verification provider Veriff.
Please note:
We currently only accept identity documents issued within the European Economic Area (EEA), Switzerland, and the United Kingdom, as well as residence permits issued within the EEA.
We also only accept driving licences issued within the European Economic Area (EEA).
Services that do not require document verification can be used without any restrictions.
What happens if my driving licence expires and I do not verify a new one?
If you do not verify a valid driving licence within the 28-day period, you will unfortunately no longer be able to use our car-sharing and moped-sharing services through the Jelbi app.
Your driving licence status will change from “Verified” to “Expired”.
As soon as you complete the standard verification process again with a valid driving licence, your driving licence status will be updated and you will regain access to all of our sharing services.
Tickets
Which public transport tickets can I buy with Jelbi and where can I find them?
You can purchase almost all public transport tickets in Jelbi that are also available in the BVG Ticket app.
The only exceptions are the Student Monthly Pass and the Berlin Ticket S, which are currently not yet available in Jelbi.
Tap on the “Tickets” section to select and purchase the ticket you need.
Do BVG subscribers receive any benefits?
Currently not. We will keep you informed as soon as there are any updates on this.
Is my BVG ticket (e.g. monthly pass or single ticket) from the BVG Ticket app automatically available in Jelbi?
No, unfortunately this is not possible yet. Currently, all tickets are only available in the app where they were originally purchased.
P.S. We have heard your feedback and are working on a solution for the future!
Payment
Which payment methods are available?
Do I receive an invoice?
Yes, you can conveniently download an invoice for each trip directly to your phone.
In the menu under “Trips & Purchases”, you can view the details of each trip and download your invoice.
Notes regarding specific mobility partners:
For Nextbike, invoices are issued monthly rather than after each individual trip.
At the beginning of the following month, you can download the invoice for the previous month.
For example, your invoice for April will be available at the beginning of May.
For Lime, you will be redirected to the provider’s support page, where you can request an invoice via a contact form.
Notes regarding vouchers:
Please note that vouchers are not shown on invoices or in receipt emails.
If you selected a voucher before starting your trip and have SEPA direct debit set as your fallback payment method, your voucher should have been redeemed successfully.
Please wait until the charge appears in your bank account and then verify that the correct amount has been debited.
How can I cancel a booking?
For bookings with our sharing partners, trips cannot be cancelled once they have started. However, you can end your trip as usual.
If you would like to cancel a booking or experienced an issue during your trip, please contact the mobility partner with whom you made the booking directly.
Taxi rides can be cancelled directly in the app.
Please note that cancellation fees may apply. Any applicable fees will be shown in the app.
What can I do if my Jelbi account has been blocked due to an outstanding payment?
If your account has been blocked due to an outstanding payment:
- We will automatically attempt to collect the outstanding amount again within the next 7 days.
- Once the payment has been successfully processed, your account will be automatically unblocked.
- If we are unable to collect the payment successfully, your account will remain blocked until the outstanding amount has been settled.
Tip: Please ensure that the payment method selected for your trip or ticket purchase has sufficient funds available to guarantee uninterrupted use of the app.
What changes when the payment service provider switches from LogPay to Adyen?
BVG currently uses the payment service providers LogPay and Adyen to process payments in Jelbi.
If you are using the latest version of the Jelbi app and add a new payment method, future payments will be processed through our payment service provider Adyen.
Payment methods will not be migrated automatically.
From January 27, 2025 onwards, future payments can no longer be processed via LogPay.
Mobility partners
Who should I contact if I have questions about invoices, complaints, or refunds?
Please always contact the mobility partner with whom you booked the trip or ticket.
You can call the providers directly from within the app. When booking a vehicle,
you will find options such as “Contact nextbike support”, “Contact emmy support”,
or “Contact MILES support”.
You can also find all contact details on our Contact page.
For general questions about Jelbi, please contact appsupport@bvg.de.
Who are Jelbi's mobility partners?
Jelbi is continuously growing, with new mobility services and partners being added over time.
The following services can currently be booked directly through the Jelbi app:
- Public transport (VBB tickets for fare zones Berlin A, B, and C)
- Flexible car sharing – MILES and SIXT share
- Bike sharing – nextbike, Bolt, Lime, and Dott
- E-scooter sharing – Bolt, Voi, Lime, and Dott
- Taxi – Taxi Berlin
The following partners are available at Jelbi Stations but cannot yet be booked through the app:
- Station-based car sharing – Cambio
- E-moped sharing – emmy
If you need information about your completed trips, please contact
appsupport@bvg.de.
Are the sharing trips I book through Jelbi also shown in the mobility provider's native app? And vice versa?
No. In each app, you will only see the bookings that were made directly through that specific app. For example, trips booked via Jelbi will only be visible in Jelbi and will not appear in the mobility provider’s native app, and vice versa.
Can I transfer a package or monthly subscription from a mobility provider to Jelbi?
No, unfortunately this is not possible at the moment. Packages and subscriptions are only valid in the app where they were originally purchased.
Where can I park and how do I park correctly?
Please always park in a space-saving and considerate manner, ensuring that sidewalks, driveways, entrances, exits, public transport stops, and other public areas remain accessible to everyone.
We have collected some tips for fair parking for you.
You can also find all important information at berlin.de/leihfahrraeder and berlin.de/tretroller
Why can I no longer book emmy via the Jelbi app?
Due to a technical system migration, emmy scooters can no longer be booked through the Jelbi app as of October 28, 2026. However, emmy will continue to operate in Berlin, and vehicles can still be parked at Jelbi locations as usual. Please make sure to download your invoices by October 27, 2026 at the latest.
For questions regarding trips, refunds, or older invoices, please contact kontakt@emmy-sharing.de directly.
Do I need to follow specific driving or traffic rules?
Please always comply with the applicable traffic regulations and be considerate of other road users. We have compiled some tips for riding e-scooters safely on this page. You can also find an overview of all parking rules here.
MILES
What should I do if I cause damage to or have an accident with a MILES vehicle?
Please inspect the vehicle for any damage before starting your trip. If the vehicle is already damaged or dirty, please send an email to hello@miles-mobility.com before you begin your journey. If you have caused any damage yourself, please report it to MILES by emailing hello@miles-mobility.com
In the event of an accident or damage incident, please report it to the police and contact MILES by phone at
+49 30 837 99710, regardless of whether the incident was caused by you or by a third party.
Further information can be found on miles-mobility.com
What conditions apply to new drivers and Tesla rentals with MILES?
MILES considers you a new driver if you have held your driving licence for less than 12 months.
As a new driver, you will be charged a monthly fee of €9 by MILES, including for trips booked through Jelbi.
This monthly fee is only charged if you have taken at least one MILES trip during that month.
For more details, please visit miles-mobility.com
To rent a Tesla via the Jelbi app, you must meet the following requirements: you must be at least 23 years old and have held your driving licence for more than 12 months.
Parking/Pick-up at Berlin Brandenburg Airport (BER) - MILES
MILES vehicles are located in parking lot P4, level U1. This parking area is outdoors and consists of open-air parking spaces without a roof.
Important: There is a barrier before entering the P4 parking area.
When entering or exiting, stop briefly in front of the barrier. It will open automatically.
You do not need to take a parking ticket.
What is unfortunately not permitted: MILES L and XL vehicles are not permitted at the airport.
If you park a van at the airport, MILES will charge you a service fee and/or penalty fee.
Further details can be found here:Where can I park at Berlin Brandenburg Airport (BER)?
What should I do if a MILES electric vehicle has a low battery charge?
Cars and electric vehicles with a low fuel or battery level (less than 25%) are automatically hidden in the Jelbi app, so you do not need to worry about selecting a vehicle with insufficient charge.
You can view the battery level in the Jelbi app on the vehicle details page, directly below the license plate number.
In general, charging an electric vehicle is neither possible nor necessary through the Jelbi app, as this is managed directly by MILES.
Please also refer to the next FAQ item: “Refueling / Charging”.
Is there a minimum charge for MILES?
A minimum charge applies to L and XL vehicles .
If your trip costs more than €15, you will be charged according to the applicable per-kilometre, hourly, or daily rate. If your trip costs less than €15, the minimum charge of €15 will apply. Please note that Protection Plus is not included in the minimum charge. If you choose additional insurance coverage for your trip, it will be charged on top of the minimum amount.
More information can be found here:Fees & Charges – Transparent Pricing | MILES Mobility
What does the Best Price Principle mean for MILES trips?
Billing is based on the Best Price Principle, which means you will always be charged the lowest available fare for your trip.
How it works:
Start of the trip:
All Jelbi users automatically start with the per-kilometre rate (KM rate).
End of the trip:
Once your trip has ended, the so-called fare protection system checks whether there is a cheaper pricing option available.
Fare comparison:
- If the trip lasted less than 24 hours, the system compares the KM rate with all available hourly and 1-day packages.
- If the KM rate is the cheapest option, it remains unchanged.
- If a package offers a lower price, the most suitable and cheapest package is applied automatically.
Your benefit:
You do not need to worry about choosing the best fare yourself. The system does it for you automatically, ensuring that you never pay more than necessary.
How do I refuel or charge MILES vehicles?
For petrol and diesel vehicles:
In most cases, you do not need to refuel the vehicle yourself, as MILES takes care of this for you. However, if the fuel level falls below 5% at the end of your trip, you will not be able to end the rental through the app. In this case, please contact MILES Customer Support by phone at +49 30 837 99710. They will manually end the trip for you.
For electric vehicles:
In most cases, you do not need to charge the vehicle yourself, as MILES takes care of this for you. However, if the battery level falls below 10% at the end of your trip, you will not be able to end the rental through the app. Please drive to the nearest charging station and contact MILES Customer Support at +49 30 837 99710. They will activate the charging process and guide you through the required steps.
How do I disconnect the charging cable before starting my trip?
If you need to disconnect the charging cable from an electric vehicle before starting your trip, please contact MILES Customer Support at +49 30 837 99710.
SIXT
What should I do if I notice damage to a SIXT share vehicle or am involved in an accident?
Please inspect the vehicle for any damage before starting your trip.
Once you have reserved a vehicle, you can view any previously reported damage under “Information” >“Vehicle Damage”.
If you discover any damage or have caused damage yourself, please select
“Report Damage” in the app.
In the event of an accident or damage incident, please report it to the police,
regardless of whether it was caused by you or by a third party.
Further information can be found on sixt.de/share/faqs/
Why do I need a PIN for SIXT share trips?
Before using SIXT share for the first time, you must create a four-digit PIN for security reasons. This PIN will be requested before each reservation.
Please note that SIXT share allows a maximum of two reservations within a short period of time.
What age restrictions apply to SIXT share trips?
The minimum age for using SIXT share vehicles is 21 years.
Please note that certain vehicle categories may require a higher minimum age.
For Tesla models, the minimum age is 25 years.
In addition, you must have held your driving licence for at least 5 years.
If you do not meet these requirements, this will be indicated in the Jelbi app and the reservation button will be disabled.
Parking/Pick-up at Berlin Brandenburg Airport (BER) for SIXT share vehicles
SIXT share vehicles are located in parking lot P4, level U1.
This parking area is outdoors and consists of open-air parking spaces without a roof.
Important: There is a barrier before entering the P4 parking area.
When entering or exiting, stop briefly in front of the barrier. It will open automatically.
You do not need to take a parking ticket.
What should I keep in mind when refuelling or charging SIXT share vehicles?
If the fuel level is low at the end of your trip, you do not need to refuel the vehicle yourself.
SIXT share takes care of refuelling for you.
The same applies to electric vehicles. Simply park the car, end your trip, and enjoy the rest of your day.
Please note that you will not receive any bonus or reward for refuelling or charging a SIXT share vehicle.
For electric vehicles: How do I disconnect the charging cable before my trip?
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.
Afterwards, place the charging cable in the trunk.
How does SIXT share pricing work?
With SIXT share, pricing is based on a per-minute rate. There are no package deals and no best-price mechanism.
The exact rate is displayed directly in the vehicle details view, where vehicles can be reserved and rented.
This view also provides a transparent overview of any additional fees, such as charges for returning a vehicle at Berlin Brandenburg Airport (BER).