Frequently asked questions

Frequently asked questions
Charging
Hotspots
Insurance and damages
Lost belongings
Parking
Payment
Registration and membership
The zone
Using Your City Car
Your City Car Unlimited

  • What if I find a forgotten item in the City Car?

    Help us get the forgotten item back to its owner. Contact customer service as soon as possible by phone or by using the call button in the car’s ceiling. Customer service will be able to view the latest users of the City Car and contact them. Please leave the forgotten item in the car.

  • How do I sign up?

    You sign up on the website or by downloading Your City Car app, and simply follow the instructions. You can update your information or credit card details in your profile on the website or in the Your City Car app. To register as a user of Your City Car, you need to add your personal information, a valid debit or credit card and you must be minimum 18 years old and in possession of a valid driver’s license for minimum 180 days.

  • Where can I see my use for Your City Car Unlimited?

    You can always see how many minutes you have left during a month, just log in to your profile on the website and choose the menu tab Minutes. It is important that you know, that unused minutes will not be transferred to the next month. Also know that you won’t receive an e-mail, when you pass the Fair Use limit and start paying regular minute price again.

  • Can I drive out of the Zone with Your City Car Unlimited?

    With Your City Car Unlimited you get 45 hours free use of Your City Car and how you want to use these hours are totally up to you. Feel free to take a long trip out of the Zone, just be aware of, that when a trip can’t be ended, the time will be drawn from your monthly 45 hours. Also remember to be aware of power and range of the battery.

  • Can I share Your City Car Unlimited with others?

    Your City Car Unlimited is restricted by the regular conditions for Your City Car, and is therefor personal and can’t be shared.

  • What do you mean with Fair Use regarding Your City Car Unlimited?

    With Fair Use you get 45 hours of free use every month, if you exceeds these hours it costs 3,50 kr. pr. minut. There is not limit to how many trips you can drive a day or how long a trip can last. So if you feel like driving a longer trip out of the Zone, just be aware that the trip can’t be ended, and therefore uses time from your monthly use – and make sure to know the range of the battery. Also know that you unused minutes will not be transferred to the next month.

  • What is the price of Your City Car Unlimited?

    After May 15th it will no longer be possible to sign up to the introduction price. The price will from now on be 1.195 DKK. monthly.
    You will therefore drive in Your City Car with a minut price on 0,44 kr. – a significant difference from the regular minut price you already know.

  • How do I cancel Your City Car Unlimited?

    You can unsubscribe Fri Bybil at any time. You just have to send an e-mail to Hej@greenmobility.com and write ‘Cancel Your City Car Unlimited’ in the caption line. Be aware that the monthly product is terminated with 30 days notice until the end of a month.

  • How do I sign up to Your City Car Unlimited, if I’m already a user?

    If you already have an account with Your City Car, all you have to do is send an e-mail to Hej@greenmobility.com with the caption ‘Your City Car Unlimited’ in the subject line, then we will take care of the rest. If you sign up during a month there will be proportionate payment and Fair Use for the current month.

  • How do I sign up to Your City Car Unlimited, if I’m not already a user?

    If you are not already a Your City Car user, you have sign up first. Afterwards you have to send us an e-mail to Hej@greenmobility.com with the caption ‘Your City Car Unlimited’ in the subject line, then we will take care of the rest. If you sign up during a month there will be proportionate payment and Fair Use for the current month.

  • Parking at Dyrehavsbakken

    Be aware that a certain area around Dyrhavsbakken in Klampenborg has time limited parking while Bakken is open in the summer. This means, that you can’t park in the marked area shown in the picture.

  • Where is the Zone?

    Within the Zone you can freely start and finish your trip. The Zone covers Copenhagen, Frederiksberg and Gentofte. Depending on our users’ wishes and needs we will expand the Zone, and already now, it is possible to start and end a trip at DTU in Lyngby and Copenhagen Airport for a fee of 29 kr. at the airport.

  • Can others use my GreenMobility membership and drive the car?

    Your membership is personal. It is only the person who has booked the car that can drive it, otherwise the insurance, in case of damages and accidents, will not cover.

  • How do I start my trip?

    When you arrive at the car, you can open it using Your City Car app, and then start your trip. To use Your City Car, you must have a valid reservation. When you open the app on your Smartphone, select “Reserve” and then click on “Unlock” when you arrive at the car.

  • How do I reserve my City Car?

    You reserve Your City Car by using the app. Once you are logged in, you can see a map that shows which City Cars that are closest to you, and reserve one. You have 30 minutes to get to your reserved City Car, before the reservation expires. You can easily reserve the same City Car as you just completed a trip in, if that fits your routines the best. Reserving a City Car is always free.

  • How do I end my trip?

    You finish your trip using the app. When you get out of the car and close the door, just press “End trip”. Next, you will receive a summary of your trip on email and the amount will be deducted from your card. Just be aware of the following when you end your trip: the charging cable must be placed in the trunk of your car, unless it is set to charge. The parking brake must be set, and all windows and doors properly closed and locked. You should leave the car in the same condition as when you started your trip.

  • What if I want to park without ending the trip?

    You can easily park and leave your car, just be aware that you pay per minute until you end the trip in the app. In the car’s glove box, inside the card holder, you will find the car’s physical key, which you can use to lock the car. The key must be placed back in the card holder after use, as you cannot end your trip without the key being in the car.

  • Can I put a roof rack, bike rack, snow chains or other equipment on the City Car?

    No, it is not allowed to put any kind of extra equipment on Your City Car as this can cause damages.

  • Are there any City Cars with a child seat or tow hitch?

    There are child seats in over 1/3 of all the cars, and we are currently working on a solution to visualize which ones.

    If you get a City Car without a child seat, you can always come by our office or one of our following partners during business hours and pick up a child seat:
    – GreenMobility: Hillerødgade 30A, 2200 Copenhagen N (All weekdays 06:00 to 18:00, Saturdays 09:00 to 15:00 and Sundays 12:00 to 17:00)
    – Sixt: Nyropsgade 42, 1602 Copenhagen V (All weekdays 8:00 to 18:00, weekends 8:00 to 14:00 and public holidays 8:00 to 12:00)
    – Sixt: Copenhagen Airport, 2770 Kastrup (Monday to Sunday 7:00 to 23:00 and public holidays 7:00 to 23:00)
    – Bilrenseriet: Dr. Tværgade 4, 1302 Copenhagen K (Monday to Thursday 8:00 to 16:30 and Friday 8:00 to 15:00).

    Unfortunately, it is illegal to install tow hitch on electric cars.

  • What happens if my phone runs out of power during the drive?

    If your phone runs out of power, you can use the call button in Your City Car to contact our customer service team. By accessing the car’s computer, they can end the trip for you and lock the car when you have reached your destination.

  • Where can I see the reach of the battery?

    The car’s dashboard displays how many km there are left on the battery. You can also see how much power there is on the City Car in the app when you reserve it.

  • Where do I find the nearest charging station?

    You can find the nearest charging station by using EON map service. The charging station is illustrated on the map with a charger cable icon.
    You can find the nearest charging station here: http://www.eon.dk/privat/strom-til-din-elbil/oversigt-ladepunkter.html
    Or by downloading the EON app in the App Store and Google Play.

  • Is it allowed to smoke in the City Cars?

    It is not allowed to smoke in the City Car due to the safety throughout the drive, and in consideration of other users. If you choose to smoke in the City Car anyway, you will be charged a separate fee for additional cleaning of the car of 1500 kr.

  • How do I charge the City Car?

    Once you have parked your car next to the charging station,
    open the charging cover, which sits in the front of the Renault Zoe, by
    pressing the button with the charging point icon at the driver’s left
    side. Then, attach the charging cable located in the car’s trunk to both the car and the charging stand’s charging cover. The blue end goes into the car and the black goes into the charging stand. To open the charging cover to the stand, use a charge card from E.ON. The card is found in the City Car’s card holder in the glove compartment. Hold the card over the stand waiting for the cover to open. When the cable is connected to the car and the stand, the charging begins. The trip cannot be completed before the charging card is placed back in the card holder in the car.

  • How do I disconnect the car from a charging station?

    You disconnect the cable from the City Car by pressing the charging point icon on the key, or on the switch with the charging connector icon located on the left side of the car’s steering wheel. To release the charging cable from the charging stand, keep the charging card over the charging stand. You’ll find the card in the car’s glove compartment.

  • Do I have to pick up and return the City Car at a charging station?

    It is not required to pick up and return the City Car at a charging station. Just choose the City Car that is easiest for you to pick up. When you are finished with your trip, just park your car inside our Zone. It is not necessary to park at a charging station, and there are no fixed parking lots.

  • What do I do if there is very little battery power?

    We at GreenMobility always make sure that the car is charging as soon as the battery reach is below 15 km. If you get below this limit during your trip, you can just continue to your destination if possible. If you are planning to park in an electric parking lot with a charging station, please do not hesitate to connect the car to the charging station, making it ready for the next user.

  • Can I drive outside the Zone?

    You can easily drive out of the Zone, you just can’t finish your trip before you are back in the Zone. As soon as you get outside the Zone, the car will tell you via voice and there will be a small red light in the rearview mirror.

  • Where can I park?

    Where can I park and end my trip?
    When you use a City Car, parking is included. In short, you can park on any public road within the Zone if the parking is legal and you do not park on a time limited parking lot. Additionally, you can park in several car parks and the parking lots at GreenMobility Hotspots.

    When you are in the Zone: Your City Car will tell you, even if you stay in the Zone. You can also see the Zone in your app.

    When you park in a public parking lot or in a GreenMobility Hotspot: You can freely park Your City Car in Hotspots and not time limited public parking lots.

    When parking is unlimited (on public road): If you find a parking lot without a time limit, you are free to end your trip and park Your City Car here.

    When parking is allowed, following applicable rules and legislation: You should of course always respect the traffic law when parking Your City Car.

    Where can I NOT park and end my trip?

    On time-limited parking lots: If the parking is time limited, you cannot park and end your trip here.

    Car parks and basements which are not GreenMobility Hotspots: Is the car park not found on the Hotspot map in the app, you cannot park and end your trip here.

    Taxi ranks.

    Car sharing parking lots: Your City Car have no car sharing license, so you cannot park and end your trip on a car sharing parking lot in Copenhagen. In this FAQ section, you can read more about which locations you can use.

    Disabled parking permits: It is never allowed to park and end the trip on a parking lot reserved cars with a disabled badge.

    If you do not respect traffic laws for parking: As if you were parking your own car, the traffic laws should be respected when you park Your City Car. Read more here.

    On private parking lots: You can recognize a private parking lot on its special parking sign with black background and white font. Find more information here.

    If you choose to park a City Car and end your trip at one of the above locations, you risk getting a parking ticket. If this happens, the fine will be charged on your account, plus an additional charge of 250 kr.

    Time limited parking and payed parking.
    There are two types of time limited parking in the Zone. Signs telling that this place has for example 30-minute limited parking. Here you can NOT end your trip. In some zones you can for example park for 2 hours for free (Frederiksberg). Here you CAN end your trip. You should not be nervous to finish your trip on payed parking lots are not time limited.

  • What are Hotspots?

    Hotspots are parking lots we have with selected partners and in car parks around the city. At our Hotspots you have good chances of finding a City Car, as well as it is easy to park here. You can see our Hotspots in Your City Car app.

  • What happens if a City Car I have used gets a parking ticket after I have ended my trip?

    If you have followed the parking instructions described on our blog, you will not be held responsible for any parking fees, which are imposed after your rental period.

  • Which credit cards can I use?

    You can use both Mastercard, Visa and Visa/Dankort for registration and payment. We are working on the possibility of also using Dankort, and we expect that it will be possible very soon.

  • Can I rent a City Car directly, or do I have to reserve it upfront?

    You can easily rent a City Car directly, without reserving it in advance. When the City Car is available, you will see it in your app and the display on the windshield will have a green light next to “Available”. Please be aware that there may be a response time of a few seconds before you can unlock the City Car using the app. When the City Car already is reserved by another user, you will not be able to reserve it and it will not appear in the app. The display in the windshield will have a yellow light next to “Reserved”. If the City Car is out of service, the display on the windshield will have a red light next to “Busy” and it will not appear in the app. A City Car is “out of service” when it needs to be charged or be serviced. Below you see the display that you find in the City Car windshield.

  • Where do I find the seat heater?

    The button for the seat heater is located on the side of the gearshift, next to your legs, as shown on the picture below.

  • How long is the reach of the battery?

    For combined driving, Renault Zoe has a reach of 100-130 km.

  • Hotspot at Magasin du Nord

    Contact the Q-Park guard using the call button at the door and let them know that you are picking up a GreenMobility car. Hotspot lots are located at the upper level. You leave the hotspot by making a call to the Q-Park’s guard using the call button at the boom barrier. Note that there can be poor mobile coverage at the hotspot, resulting in longer response times for unlocking the car and ending the trip. If you need to drop off a car and all the parking lots are full, you can use a different parking lot in the car park. The address is Bremerholm 2, 1069 Copenhagen K – close to at the shopping street, Kongens Nytorv and the Royal Theatre. The parking lots are marked with “Reserved for Green Mobility” sign.

  • Hotspot at Israels Plads

    Hotspot lots are located at the upper level of Q-Park car park at Nørreport. Turn right immediately after the driveway to find the parking lots. If you need to drop off a car and there are no available GreenMobility parking lots, you can park the car in another lot nearby. If you need to pick up a City Car, please contact the Q-Park’s guard using the call button at the door and let them know that you should pick up a GreenMobility car and they will open the doors for you. At the exit, you should also use the call button on the boom barrier to call the Q-Park’s guard who will open the boom. The address is Israel Pl. 1, 1361 Copenhagen K – right next to Torvehallerne, the lakes and the area of onward public transport options from Nørreport St. The parking lots are marked with “Reserved for Green Mobility” signs.

  • Hotspot at Copenhagen Airport

    Hotspot lots are located at the car park P7 facing Spidsvej, a few minutes’ walk from Terminal 3. For accessing and leaving the car park, use the card from the card holder in the car’s glove compartment. Your will find the parking lots at P7 on level 0. If you want to hand in a car and there are no available parking lots, you can park in a different lot in the car park near the GreenMobility parking lots. The parking lots are marked with “Reserved for GreenMobility” signs.

  • Hotspot at Nyropsgade

    Hotspot lots are located at the Q-Park basement level -1 next to the descent. The gates are open from 06.00 to 19.00. If you arrive outside the opening hours, please use the descent at the Sixt office and use the call button to call the Q-Parks guard to get access. Go down to level -1 and call the guard again using the call button next to the boom barrier, and the guard will let you through the gate. Go to the middle aisle, where the cars are. The exit gate opens automatically. If you need to drop off a car and all the parking lots are full, you can park in a different lot in the aisle. The address is Nyropsgade 42, 1602 Copenhagen V – close to Vesterport station, Tivoli, Bremen, Imperial, Palads and the WallManns Cirkusbygningen. The parking lots are marked with “Reserved for GreenMobility” signs.

  • Hotspot at Dronningens Tværgade

    Hotspot lots are located at the end of the courtyard, in front of “Bilrenseriet”. Continue straight ahead 20 meters instead of turning into the Jeudan car park. If all the GreenMobility parking lots are taken, the car should be driven into the car park and parked at the first available lot. The address is Dronningens Tværgade 4, 1302 Copenhagen K, close to shopping, Nyhavn and Amalienborg.
    The parking lots are marked with “Reserved for GreenMobility” signs.

  • Hotspot at Kvæsthusmolen/Sankt Annæ Plads

    Hotspot lots are located on the upper level in the Jeudan car park at Kvæsthusmolen/Sankt Annæ Plads. The parking lots are located right by the descent on the upper level. If there are no GreenMobility parking lots available, the car should be parked in a different lot. Note that it can be poor mobile coverage in some parts of the basement if you move away from GreenMobility parking lots.
    The address is St. Annæ Pl. 31, 1250 Copenhagen K – close to Nyhavn, Ofelia Beach, Amalienborg, the Playhouse and the bridge to Papirøen. The parking lots are marked with “Reserved for GreenMobility” signs.

  • Hotspot at Gammel Mønt

    Hotspot lots are located at the right side of the courtyard, when using the gate at Antonigade 3. You can also drive through the entrance at Gammel Mønt 1-3. If you are bringing back a car and all the GreenMobility parking lots are taken, you should ask the Jeudan staff where to put the car instead. The gate is closed between 21:30 and 06:00, and the hotspot is not available during this time. Instead, we refer to Hotspot Magasin du Nord, which is about 150 meters away. The address is Gammel Mønt 1-3, 1117 Copenhagen K – right besides Strøget and ILLUM. The parking lots are marked with “Reserved for GreenMobility” signs.

  • Are there special rules for trips to, and parking at Copenhagen Airport?

    Car pickup and delivery at Copenhagen Airport takes place in the same way as on the other GreenMobility hotspots. You can find specific information in the app about where to find the car park and how to get access to the parking lots.

  • Am I insured when I drive in a City Car?

    If an accident occurs, the insurance is included in the price, and you are subject to a deductible of 5000 kr.

  • Do I have to pay for potential damages?

    Our cars have liability and accident insurance, comprehensive insurance and insurance for theft, but there is a deductible of 5000 kr. per claim. If you get any damage to the City Car when it is in your care, please contact our customer service. You do this by holding down the call button in the ceiling for 2 seconds. Then the City Car calls directly to our customer service, who makes a registration of that there has been a damage to the car.

  • When I arrive to my City Car, I detect a damage, what do I do?

    If you detect any damage to the car, please contact our customer service and inform them accordingly. You do this by holding down the call button in the ceiling for 2 seconds. The City Car will call directly to our customer service, who will make sure that any damage is detected and repaired promptly.

  • I have been involved in a car accident, what should I do?

    If there is a need to call for help, you should always do this first. Then please contact our customer service at +45 70 77 88 88. Even if the damage from the accident is minor, it has to be reported to police. If you do not file an accident report with the police, the insurance will not cover. You are also required to collect the information regarding the accident, to be included in the report. In addition to the verbal report to our customer service, you will be asked to complete a written claim.

  • What should I do in case of technical problems or a flat tire?

    If you experience technical problems with the car or you are having a flat tire, please contact our customer service. You do this by holding down the call button in the ceiling for 2 seconds or by calling +45 70 77 88 88.

  • What happens if the police charge me for breaking the traffic law?

    You are responsible for your own driving behaviour. GreenMobility is required by law to disclose your information to the police if you have violated a statute, regulation or law. If we receive a fine, which may be referred to a time when the car was in your care, the amount of the fine and an administrative fee will be deducted from your credit card.

  • What if I forgot something in the City Car?

    If you forget your personal belongings in a City Car, please contact our customer service. They can see where the City Car is now, if it has been rented since you drove it, and lock the car until you have been out and looked for what you forgot. We will always do our best to return lost belongings to the right owner. However, GreenMobility is not responsible for private objects that are forgotten, lost or damaged during the hire.





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