FREQUENTLY ASKED QUESTIONS.

General information on Jelbi.

1. What is Jelbi?

Jelbi is a project run by the BVG in association with a number of partners. We offer, develop, and link up ways to get around in Berlin.

Jelbi takes mobility beyond traditional public transport,
for the first time bundling together public transport and shared services. All of them are conveniently linked up in a single app. From journey planning information to booking and payment. All in the Jelbi app.

Jelbi stations are the analogue twins of the digital app. They make it possible to flexibly book, use, and combine locally available services in the Jelbi app. 

2. Who are Jelbi’s mobility partners?

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 service, your BerlKönig 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 invoice, please contact support@berlkoenig.de

Getting started and sign-up.

3. How do I get the Jelbi app?

You can download the app from the AppStore (iOS) and the PlayStore (Android).

4. How do I create a user account?

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 …

5. How do I sign up for the different services?

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.

6. Can I use my BVG account (Tickets/Fahrinfo apps) to log in?

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

7. I already have an account with one of the sharing providers. Can I use it to log in?

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.

8. How do I reset my password?

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.)

9. How old do I need to be to use Jelbi?

Jelbi users must be aged 18 or above.

10. I have questions regarding the verification of my ID and driver's license.

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.

11. Can “old-style” driving licences be verified?

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.

Booking.

12. How do I make a booking in Jelbi?

There are two ways of doing this from the home screen:

Enter your destination in the “Where to?” box to see the best routes with prices, travel times, and available services. Then simply choose your preferred option and confirm your selection with a click.

OR

Choose your preferred mode of transport by clicking on one of the home screen icons.

The app guides you through the booking process step by step, providing you with everything you need, e.g. a PIN to unlock a bicycle.

13. Which public transport tickets can I purchase in Jelbi and how?

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.

14. How do I end a trip? What happens afterwards?

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.

15. How can I cancel a booking?

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.

Vouchers.

16. How can I add my voucher code?

You can add the voucher in the Jelbi app in four easy steps. Here is how: jelbi.de/gutschein.

Please note that the payment method SEPA direct debit must be set as a fallback payment method before adding the voucher in Jelbi.

17. How can I use the voucher for a booking/purchase?

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.

18. The voucher is not listed on the bill. What do I do?

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.

19. My voucher disappeared from the account. What do I do?

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.
20. I forgot to redeem my voucher. Do I get a credit?

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.

21. I can't purchase tickets with my voucher. What now?

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.

Payment.

22. How do I pay? Is payment secure?

Right now you can pay by credit card, PayPal or direct debit in Jelbi. You enter your payment information just once; this information is stored and used for all future payments. Our payment service provider Logpay is responsible for handling all payments. If you have any questions, please email kundencenter@logpay.de

23. Do I need to enter payment information for every booking?

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

24. Will I receive an invoice?

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.

25. Are there any bonuses for BVG subscription ticket holders?

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

The App.

26. I have a BVG ticket (e.g. monthly ticket) in the BVG Tickets app. Is that ticket automatically available in Jelbi, too?

No, unfortunately that doesn’t work yet. At present, tickets are only available in the apps in which you bought them.

PS: But we’re listening to your feedback and working on a solution.

27. I have a package/monthly subscription for shared services. Can I use it in Jelbi?

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

28. Are my shared trips booked in Jelbi also shown in the native app of the sharing provider? And vice versa?

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

29. Do I need to update the 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.

Public transport tickets.

30. What is the VBB-FlexTicket?

The VBB-FlexTicket is a new flexible fare offer. It consists of 8 individual tickets with a respective validity of 24 hours after activation. After purchase, you have 30 days to use the 8 tickets. Unused tickets expire at the end of the 30 days. The ticket is being tested as part of a pilot project that will run until the end of December 2023.

The FlexTicket is valid for the Berlin AB fare zone.

It is also personalized, which means that you cannot take people or bicycles with you when using this ticket or transfer it to others.

Specific information regarding MILES.

31. MILES – new drivers

MILES considers you to be a new driver if you’ve held a driving licence for less than 12 months.

As a new driver (“rookie”), you pay €9 a month, but only in the months when you actually used MILES – even on those trips booked through Jelbi.

More information is available from MILES: https://miles-mobility.com/

32. For EVs: How do I disconnect the charing cable from the car before driving?

First disconnect the charging cable from the car, then from the charging station and properly stow the cable in the trunk.

If the cable cannot be disconnected after charging, please contact Miles customer service: 030 – 837 99710.

32. The electric vehicle has a low charge level. What to do?

Please do not book Miles EVs with a charge level below 15%.

You can see the charge level in the Jelbi app on the vehicle overview page, directly under the license plate.

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. 

32. 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: Please note, that the tank card will only be accepted at Aral and Total gas stations. There is no €5 credit for Jelbi customers. 

35. I damaged the vehicle or got into an accident. What should I do?

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.

Specific information regarding SIXT share.

34. How do I book a SIXT share car?

Before using SIXT share for the first time, you must enter a four-digit PIN for security reasons. This PIN will be requested before each reservation.

Please note that SIXT share allows a maximum of 2 reservations within a short period of time.

36. For EVs: How do I disconnect the charging cable from the car before driving?

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.

36. I damaged the vehicle or got into an accident. What should I do?

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/.

37. Pricing and fees.
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/.

38. Fueling / Charging.

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.

41. Age restrictions.

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.

Specific information regarding mobileeee.

40. Where can I find the mobileeee cars?

The mobileeee cars, which you can book in the Jelbi app, can be found at selected Jelbi stations as well as two additional locations:

  • Jelbi U Jakob-Kaiser-Platz
  • Jelbi U Ullsteinstraße
  • Jelbi U Breitenbachplatz
  • Jelbi S+U Lichtenberg
  • Jelbi U ElsterwerdaerPlatz
  • Jelbi Daumstraße/Rhenaniastraße
  • Residential quarter Mein Falkenberg of Gewobag
  • Residential quarter Mariendorf of Gewobag

Please note: The vehicles you can book in the residential quarters of Gewobag do not have the typical mobileeee branding, but the inscription “SpreeAuto” on the sides.

41. How do I disconnect the charging cable from the car before driving?

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.

42. Can I return the car at a different station?

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

43. I have damaged the vehicle. What should I do?

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

44. Do I have to reconnect the car to the charging station after completing the trip?

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 charging plug

    © 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 charging plug

© mobileeee

mobileeee CCS plug

© mobileeee

47. I won't be able to return the car in time. What can I do?

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.

46. I want to return the car, but the parking spot is already occupied. What can I do?

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

49. What do I have to pay attention to when returning the car?

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.

Specific information regarding TIER e-bikes.

50. I am not able to lock the TIER e-bike. What to do?

Please note that the bike lock can only be closed if the lock cable was previously in the driving position – i.e. if the cable was in the holder above the rear wheel. Pull the cable out of the holder and push it into the lock on the side of the rear wheel until you hear a click. Now the bike is locked and you can end the ride in the Jelbi app.

If this doesn’t work, please call TIER support at 030 – 568 38 651 (available 8am-8pm).

Specific information regarding BerlKönig.

48. I no longer see my BerlKönig rides in the app. What to do?

Since the termination of the BerlKönig service, your BerlKönig rides no longer appear under “Rides and Purchases”. If you need information about your rides, please contact appsupport@bvg.de

52. I need an old BerlKönig invoice or have a question about it. Who can I ask?

Please contact the respective billing company Via with any billing related questions. You can reach Via’s support at support@berlkoenig.de.

 

Customer service and complaints.

51. I have questions about my trip/my booking. Whom can I ask?

Please contact the partner with whom you booked the trip/ticket. You can call the provider from within the app. If you want to book a vehicle, you can click on “Call support”. You can also find all contact hotlines here.

For more general questions on Jelbi, please contact appsupport@bvg.de.

49. My taxi driver was great. How can I show my appreciation?

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

50. Who can I contact about invoice issues or complaints?

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.

51. I have a question not listed here. Whom can I contact?

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.

55. How can I delete my Jelbi account?

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.

Data protection.

53. What happens to my personal data?

We take the protection of your personal data very seriously. We treat the personal data you provide when using the Jelbi app and our services confidentially and in accordance with statutory data protection regulations. We would like to give you detailed information about what personal data we process, for what purposes we process it, whom we share it with, and what control and information rights you may have.
You can read all about it in our privacy policy: https://www.jelbi.de/privacy-policy.

If you have any further questions, please feel free to contact us at privacy@jelbi.de at any time.

57. Will all of the mobility partners in Jelbi receive my data?

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.