FAQs – Frequently Asked Questions

All you need to know should stand here.
If not, we are glad to hear from you! Just call our Support Line or drop us some lines here.

What is car sharing?

General Information

Car sharing means that you can rent cars anywhere in your city via the app, without having to hand them over personally. With the app you can reserve a car, open it and lock it again. If you want to stop renting a car, you can simply park it in an authorized parking lot in our business area.

What does Home Zone mean?

General Information

This is our business area in which you can park our e-cars. Of course you can also drive outside!

Who can use ELOOP?

General Information

Anyone who meets the following requirements can use ELOOP:

  • You have a valid class B driving license
  • You are at least 18 years old
  • You have a credit card
  • You have a smartphone (iOS or Android)

If you have a driver’s license that has not been issued by an Austrian authority, you will also need a confirmation of registration (extract from the registration register), a confirmation of your address (telephone or electricity / gas bill that is not older than 3 months) or, depending on the case, additional documents Validation.

How can I use the service?

General Information

Simply download our app from the app store or play store. After you have registered, you can use our e-cars. You can find the available cars in the app. With this you can also open the vehicles and then start driving straight away.

Are foreign driving licenses also accepted?

General Information

We accept almost all international driving licenses and driving licenses issued in the EU or EEA.

If you have a driver’s license that was not issued by an Austrian authority, but in the EU or EEA, you will also need:
A confirmation of registration (excerpt from the register) or a confirmation of your address (telephone or electricity / gas bill that is not older than 3 months).

If you have a driver’s license that was not issued by an Austrian authority or in the EU or EEA, you will also need:

  • A confirmation of the residence address in Austria
  • A certified translation of your driver’s license or an international driver’s license
  • A copy of your passport



Why does the app need access to my camera, location, etc.?

General Information

We only need access to your camera so that you can take a photo of your driver’s license when registering and take photos if there are defects in a car.

Your location is used so that we can show you in the app where ELOOP cars are near you.

How can I contact ELOOP?

General Information

Write us an email to [email protected] or write us in the chat on the website.

How does the Refer-A-Friend-Program work?

General Information

Just open the ELOOP App and go to “Refer your friends”. There you can share a code. Your friends will get 5€ on their first trip and you will get 5€ at the end of their first trip. 

What is the Eloop One Token?

General Information

The EOT allows everybody to become a part of the value chain of a shared economy service. Unlike other token and crypto currencies the EOT is backed by the ELOOP car sharing fleet.

To realize this new sharing approach we have tokenized our fleet and created an entire ecosystem for users to manage their investments and get insights into the processes of ELOOP. 

The car cannot be started!

Problems with the car rent

First make sure that you are not in parking mode, the handbrake is released and the car is started. You start the cars as follows:

With the Tesla you step on the brake and push the gearstick down. 

On a keyless car, such as the BMW i3, step on the brake with your right foot and then press the start button.

In a car with a key card, such as the Renault Zoe, you first insert the key card into the slot in the center console of the car, then you apply the brakes and press the start button.

In a car with a key, such as the Smart, you take the key from the key holder in the glove compartment and insert it into the ignition. Then you step on the brake and turn the key in the ignition. When the word “Ready” appears on the dashboard, the car has started.



I can’t find the key!

Problems with the car rent

The key is always in the key holder in the car. This can either be in the center console or in the glove compartment.

The Tesla doesn’t have a key, you make a stop-over per our app. Starting and turing of the motor functions with the gearstick itself. 

The charging cable cannot be removed from the car or the charging station!

Problems with the car rent

To unlock the charging cable, unlock the car with the key that is in the vehicle. Depending on the model, you have to press “Unlock” twice every now and then. Then unplug the charging cable first from the car and then from the charging station.

To unlock the charging cable at the Tesla, you enable the car with the ELOOP App and then unlock it on the Touchscreen in the car. 

The rental cannot be ended !?

Problems with the car rent

If the first attempt doesn’t work, please check the following things first:

Make sure that all doors, the trunk or the tailgate and the windows are closed.
Make sure that the key and the charging card are in the key holder and, above all, that the key is correctly in the holder.
Also make sure that you are in the home zone. You can see this either in the app or in the car by the LED lamp. If it lights up green you are inside the home zone and if it lights up red you are outside.

Now try to end the rental again. If that still doesn’t work, please contact our support at +43 720 778 234 or by email at [email protected]

I noticed damage to the car!

Problems with the car rent

You can report damages to us directly via the app. To do this, click on the car symbol in the top right of the app. Otherwise you can also contact our support by email at [email protected]

What do I do in a traffic accident?

Problems with the car rent

Please make sure that nobody has been injured and properly secure the accident site! In any case, please call the police. This also applies to minor damage. In any case, it is your duty to write down the name of the car owner (s) involved, the license plate number and the police file number and to send us a written accident report immediately. Please also contact our support immediately at +43 720 778 234 or by email to [email protected]!

What do I do if I break down?

Problems with the car rent

Contact a towing service and have the car brought to a nearby workshop. Please also contact our support immediately at +43 720 778 234 or by email to [email protected]!

What do I do if I drive an electric car completely empty?

Problems with the car rent

Try to position the car so that it is not a danger to others. Then contact a towing service and have the car taken to a nearby charging station. Contact our support immediately at +43 720 778 234 or by email to [email protected]!

What does best price guarantee mean and how do your prices come about?

Tariffs & Pricing

Our pricing algorithm guarantees that you always drive at the cheapest price. You can simply drive off and if the hourly price becomes cheaper than the minute price, you automatically switch to the tariff that is cheaper for you. The same applies, of course, for every additional hour or part of the day and the daily price. This means you don’t have to decide which package to choose or how long you need a car before driving.

How do I book an hourly or daily package?

Tariffs & Pricing

You don’t have to do this before the trip. Just drive off and the tariff automatically changes to the cheaper hourly or daily package.

How much do the cars cost and how many kilometers are included?

Tariffs & Pricing

The prices for the different models and the kilometers included can be found here

What pricing models are there?

Tariffs & Pricing

There are three different pricing models. The minutes / hours / daily prices vary depending on the subscription. The Freemium model is available for € 0 / month, Premium for € 8.90 / month and Ultimate for € 59.90 / month. Reduced prices, free unlocks, more kilometers per trip and less deductible are included in the Premium and Ultimate subscription models. You can find all further information and prices here

Are there different categories for cars?

Rents & Cars

We have 3 different categories of cars to choose from:

Small Cars: E-cars with 2 seats, ideal for the city!
Compact Cars: More range, more space and 4-5 seats

The different classes have different prices.



Which cars does ELOOP offer?

Rents & Cars

We only rely on pure electric cars. We currently have the following models on offer:

  • Tesla Model 3
  • BMW i3
  • Renault Zoe
  • Smart EQ fortwo

Can I only drive my car in Vienna?

Rents & Cars

No. With our e-cars you can drive throughout the EU without additional fees. The cars only have to be back in our business area to end the rental.

Do the cars have a highway vignette?

Rents & Cars

Yes, all ELOOP cars have a highway vignette for Austria.

Are the cars insured?

Rents & Cars

Yes, all ELOOP cars are fully comprehensive insured.

How much range do the cars have?

Rents & Cars

It depends on the model, the outside temperature, the air conditioning or heating and your driving style. Basically, the following ranges can be assumed:

  • Tesla Model 3: 375 km
  • Renault Zoe: 250 km
  • BMW i3: 220 km
  • Smart EQ: 120 km

Do the cars have air conditioning and heating?

Rents & Cars

Yes, all ELOOP cars have air conditioning and heating.

Do the cars have a navigation system?

Rents & Cars

All compact cars have a navigation system. It is different for the other vehicle classes. However, all cars are equipped with a cell phone holder and cell phone charging cable so that you can also navigate with your smartphone.

How do I make a stopover?

Rents & Cars

You can make a stopover by taking the key that is in the car with you and locking the car. If you then want to end the car rental, you have to put the key back in the key holder, park the car in our home zone (business area) in an allowed parking space and then end the rental via app.

As the Tesla hasn’t got a key, yo make the stop-over per our app (press “Stop-Over”).

Can I reserve the cars in advance?

Rents & Cars

You can reserve the cars free of charge 15 minutes in advance. To do this, select your desired car in the app and click on “Book this e-car”. If 15 minutes are not enough, just repeat the reserving-process. Although, after the third time, you will get blocked.

How do I end a rental?

Rents & Cars

Simply park the e-car in the home zone, get out, close the door and end the rental with the app. Also make sure that you are in a permitted parking space. You can find more detailed information on the permitted parking spaces in the terms and conditions.

What does the green or red light mean in the car?

Rents & Cars

This LED lamp shows you whether you are in the home zone or not. If the LED lights up green, you are in the home zone. That means you can end your rental here. If the LED lights up red, you are outside the zone. You can of course leave the zone, but the car must be back in the home zone when the rental ends.

Can I charge my cell phone in the car?

Rents & Cars

Yes, all of our electric cars are equipped with smartphone charging cables. A suitable plug is included for all common models.

Where can I find the warning triangle and the first aid kit?

Rents & Cars

It’s all in the trunk of the car.

Where can I find the charging cable for the electric car?

Rents & Cars

The charging cable is located in the trunk of all models.

Can I take animals with me?

Rents & Cars

You can take animals in the cars, but only if you bring a suitable transport box and chauffeur the animal in it. We ask you to stick to it so that allergy sufferers can use our e-cars without any worries.

Do I have to charge the car after driving?

Parking & Charging

No. If the car has a range of more than 5 km, you can simply end the rental using the app.

Tip: Charging stations often have a good location where it is otherwise difficult to find a parking space. You can plug our vehicles into a charging station, start the charging process and then end the rental. So everyone benefits.

Where can I find charging stations?

Parking & Charging

The easiest way to find charging stations in Vienna is with the “Tanke Wien Energie” app. The app also shows you whether the charging station is free. At the Wien Energie charging stations within Vienna, you can charge your car for free with the charging card.

Can I end the rental at a charging station?

Parking & Charging

Yes, you can end the rental at a charging station if:

  • the battery of the electric car is 50% or less,
  • the charging station is located within the home zone (business area),
  • the charging station is a public charging station from Wien Energie,
  • you have started the charging process (you can see whether the charging process has started on the LEDs of the charging station. If they are lit blue continuously, the charging process has started)

Where and how can I charge the car?

Parking & Charging

You can charge our cars for free at all Wien Energie charging stations within Vienna. At all other stations you have to pay for the charging yourself. For charging, you can simply park the car at any charging point. The charging cable is located in the trunk of the electric car. Plug one end into the charging station and the other end into the electric car. Then hold the charging card to the RFID reader at the station. As soon as the lights at the station are solid blue, the charging process has started. The display in the car shows you how long it takes for the car to be fully charged.

Where can I park the cars and end my rental?

Parking & Charging

Basically, you can park our e-cars in most public parking lots and end the rental. This includes short-term parking zones, but also Wien Energie charging stations within Vienna, in the home zone, if you start the charging-process. You can use these parking spaces free of charge.

We recommend that you make sure that you are not standing in a private or commercial parking lot (supermarkets, authorities, etc.), neighboring parking lot or a parking lot with a no-parking zone before you end the rental. You have to pay for parking at these places at your own expense. You can find more detailed information in the terms and conditions.

My account has been blocked!

My Account & Payment

Here it is important to differentiate whether you have driven with ELOOP before or whether you have just registered.

I have already driven with ELOOP

Then please check the following:

  • Is your credit card resilient? An account is often blocked because the last trip could not be debited.
  • Is your credit card still valid? If your credit card has expired, you should update it under “My Account” in the app.
  • Is your driving license still valid? If your driver’s license has expired, you should update it under “My Account” in the app.

I have not yet driven ELOOP

  • Is your credit card resilient? An account is often blocked because the test booking could not be debited.
  • Does the credit card run in your name? We only accept accounts where the credit card has the same name as the driver’s license.
  • Was your driving license issued in Austria? Additional documents are required for driving licenses that have not been issued in Austria.

After checking these points, you should email [email protected] to support so that your account can be activated.

What forms of payment are accepted?

My Account & Payment

Only credit cards are currently supported.

What does credits mean?

My Account & Payment

Credits are your driving credit. One euro corresponds to one credit. Credits will be used automatically on your next trip.

Where can I see my credits?

My Account & Payment

If you click on “Credits” in the app, you will see your credit.

How can I update my form of payment?

My Account & Payment

To do this, click on “My Account” in the app. You can update your payment details here.

How can I update my driver’s license?

My Account & Payment

If you have a new driver’s license, please send us a photo of the front and back by email to [email protected]

How can I change my phone number and personal information?

My Account & Payment

To do this, click on “My Account” in the app. Here you can update your information.

Where can I get an invoice for my trip?

My Account & Payment

To do this, click on “Invoices” in the app. You can download your invoices as a PDF here.

I was charged something even though I didn’t drive!

My Account & Payment

Please check your invoices in the app first to see if it might be a parking penalty or something else. If you cannot allocate the amount or have any questions, please contact support at [email protected]


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