About eCooltra

Why do I see a vehicle on the street, but it is not available in the app?

This can be due to three reasons:

1) It has already been booked: Another user has booked the vehicle before you and will now collect it within the 15minutes margin we provide.

2) It’s low on battery: We want you to reach your destination without any setbacks, so we don’t show vehicles that are low on battery. Our team works 24/7 to make sure our vehicles are always charged. 

3) It is under maintenance: Our mechanics are on their way to inspect it.

What is eCooltra?

eCooltra is Europe’s leading service for renting electric scooters and bikes by minutes from a mobile app. With eCooltra you can enjoy all the advantages of riding your own electric vehicle – but without worrying about anything else.

What is scooter and bike sharing?

It’s the best way to move around the city – outdoors, away from the crowds, and without traffic jams. It consists of using a scooter or bicycle for a short period of time, with everything included (insurance, maintenance, battery charging).

Is there eCooltra in my city?

We currently operate in Barcelona, Madrid, Valencia, Rome, Milan, and Lisbon. Our scooter rental service is available in all these cities, and in Barcelona you can also rent our bikes.

How does eCooltra work?

Once you have registered, using eCooltra is as easy as opening the app, choosing a scooter (or bike if you are in Barcelona), reserving it, and riding with it. You don’t have to worry about battery charging, insurance or maintenance. Always park according to city regulations and finish your ride from your phone.

Who can use eCooltra?

Anyone over 18 can register on eCooltra, and if you want to ride our scooters, you must have a valid driving license. 

How do I register for eCooltra?

To sign up you just have to download the app from Google Play or the App Store. We will ask you for photos of your ID card (or equivalent) and driving license (if you are in Barcelona and only want to ride our bikes, no driving license is necessary and you can skip this registration step). 

How long does it take to activate my account?

Once your registration is complete, our team will check if everything is in order and activate your account within a maximum period of 48 hours.

How do I unregister?

If you want to unregister from our service, please contact our Customer Service by sending an email to hello@ecooltra.com.

What type of scooter does eCooltra offer?

eCooltra has thousands of Govecs and Askoll electric scooters. They are equivalent to 50cc vehicles and can reach a maximum speed of 48km/h. 

About driving

When can I use eCooltra?

You can use eCooltra 7 days a week, 24 hours a day.

How do I find my vehicle?

You just have to log in to the app, select the scooter or bike you want to use among those shown on the map, and click on ‘Reserve’. From that moment you have 15 minutes to get to it and start your ride. 

In the case of scooters, when you reach the place where your scooter is parked, you can easily locate it by pressing the “Beep-Beep” button – that will make the horn sound and the indicators will blink.

What do I do if the vehicle is damaged when I get there?

If the vehicle has any damage, send us a notice by pressing the ‘?’ button in the map and choose the ‘Report incidence’ option.

How do I start the scooter or the bike?

How do I start the scooter?

Once you get to the scooter and you’re ready to start:

  1. ‘Slide to start’ on the app to unlock it.
  2. Put the scooter down from its central stand. 
  3. Press the ‘Start’ button on the scooter to turn it on (depending on the model, it is either the red button on the scooter´s handlebar, or a button at the height of the right knee).

How do I start the bike?

Once you get on the bike:

  1. ‘Slide to start’ on the app to unlock it.
  2. In a few seconds the yellow lever that locks the rear wheel will go up and the chain will be unlocked.
  3. Untie the chain and wrap it around the saddle as shown in the app animation. Make sure that it’s well fixed and that it does not hinder your pedaling.
  4. You can now adjust the saddle to the desired height, get on it, and start riding.

By the way… The bike has an electric pedal assistance system; as soon as you start pedaling, it will be activated and the bike will go faster. This pedal assistance and changing the gears (in the right handlebar) will be your greatest allies in conquering your city – no hill will be too steep!

Do I need to wear my helmet?

It is not necessary. Each scooter comes with two helmets of two different sizes. To access them, start the ride on the app. Then you have two options:

  1. Click the app button to open the top case/seat.
  2. Press the bottom button on the back of the top case (if you are in Valencia or Madrid, some scooters have the button on the left side).

In addition to the helmets, you will find hygienic wipes and the scooter’s documents.

In the case of bikes, using a helmet is not mandatory.

Can I carry passengers?

The scooter model we offer can carry two persons. In the top case you will find two helmets of different sizes for the driver and the passenger.

Only one person is allowed to ride on a bicycle.

Can other people ride scooters or bikes using my username?

No, only you can ride scooters or bikes using your username. Allowing other users or people to use your eCooltra account is punished with a €100 fine, as described in our Terms and Conditions.

Am I insured?

Yes. Our service includes coverage for damage to third parties. As for vehicle damages and theft (either a scooter or a bicycle), it includes full coverage with a €500 or €99 excess, according to the selected tariff. This means that in case of user liability, the user must pay the amount corresponding to the damage up to €500 or €99, depending on the tariff selected. You can change the tariff in the app’s “Payments and Tariff” section, and it will be applied to your next ride.

 

What do I do in case of a road accident?

You have to fill in the accident report, which you will find in the scooter together with its documents. Remember to inform our customer service as soon as possible so that they can advise you on how to proceed and collect the scooter. You can contact them by phone or using the in-app chat. 

If you have a bike accident, please contact our Customer Service directly.

What happens if my mobile runs out of battery?

You must have your phone charged because you need the app to start and end your ride. 

 

If you run out of battery while riding your scooter, you can press the vehicle’s ‘Start’ button for 30 seconds until it turns off; this will automatically set your ride in ‘Pause’ mode until you can charge the phone or get in touch with us to finish the ride remotely.

If it happens while you are riding a bike, please contact our Customer Service department to assist you on how to park it. You will not be able to leave the bike unattended and will continue to be responsible for whatever happens to it until it is properly parked, anchored with the chain, and with the rear wheel yellow lever lowered.

Can I drive wherever I want?

You can ride the scooter on all roads were 50cc scooters are allowed. Remember that you must park the scooter in the area that is highlighted on the app map. Before starting your ride, take the scooter range into account so you can finish your ride within this area.

If you ride by bike, you must park it in the bike public racks, shaped as an inverted “U”, that are available for this purpose in the city. If you need to ride on the sidewalk, please check the Barcelona City Council’s regulations

Can I ride if there are traffic restrictions due to pollution?

Yes. Our entire fleet is electric, so you can move around in a sustainable and environment-friendly way. Moreover, for every kilometer traveled with an eCooltra scooter, you are saving 80g of CO2.

Can I stop for a while during the ride?

Sure. If you need to stop for a while, just press the ‘Pause’ button in the app. This pause will only cost you €0,05/min (€3/hour) both on scooter and bike.  

What do I do with the vehicle once my ride is over?

If you are riding a scooter, once you reach your destination, park it in the areas provided for that purpose, put the helmets in the top case/seat, and slide the ‘Finish’ button in the app. Make sure you park the scooter correctly – within the authorized area shown on the app map and in a place where it is allowed by city hall regulations. Moreover, you must take a photo showing the scooter’s license plate to prove it is parked correctly. We take coexistence in public spaces very seriously!

If you are traveling by bike, you must park in the designated areas for this kind of vehicle – the inverted U bike racks. 

Follow the instructions on the app to lock it with the chain and manually lower the yellow lever that blocks the rear wheel. Confirm the action on the app and take a photo of the bike showing that it is correctly locked and parked in a correct place.

What do I do if my session is not closed?

Do not hesitate to contact our customer service via chat if you have any kind of problem, whether to start, during, or at the end of the session.

How do I use a free minutes bonus?

To enter a promotional code, access Menu > Payment and Rates > Add coupon

Price and promotions

How do I use a free minutes bonus?

To enter a promotional code, access Menu > Payment and Rates > Add coupon

Do I have to pay a registration fee?

No. Signing up with eCooltra is completely free.

How much does it cost to use eCooltra?

You can check our updated prices in our website.

When do the minutes start counting?

Minutes start counting from the moment you slide the ‘Start ride’ option on your app; the counting ends when you slide the ‘End ride’ option. You can check the details for each ride on the app by going to Menu > My rides. 

How and when do I pay?

When signing up with eCooltra, you must enter your credit or debit card details. Every time your usage reaches €20, the system will automatically charge the amount to your card. At the end of the month, if you haven’t spent that amount, you will be charged for what you have used until that point. When you purchase packs, these are charged immediately.

Are there any additional charges?

Everything is included in your rate per minute (battery charge, insurance, helmets, maintenance…). However, there may be an additional charge sometimes, due to infractions committed by the user.

Is it true that if I bring a friend we both get 10 euros for free?

Indeed, for each friend you invite to eCooltra, we will reward you and your friend with 10 euros. He/she will receive his or her credit immediately, and you will receive it when your friend makes his or her first ride with us. 

To invite a friend, just log in to the app, select the ‘Free €10’ option in the side menu (the amount may change if we roll out special offers), and send your friend your personal referral code.

Parking and fines

Where can I park the vehicle?

Although you can move around freely in your city, vehicle pick-up and parking areas are limited. This is the area that is shown in a lighter color on the app map. To end your ride, you must always park within the designated area. On the other hand, you have to take each city’s parking regulations into account. Users are solely responsible for correctly parking the vehicle they use and will be liable for any sanctions from the authorities resulting from improper use.

What do I do if I find a fine on the scooter?

If you find a fine upon arrival at the vehicle, don’t worry; keep it inside the top case/seat of the scooter. We, at eCooltra, keep a log of all rentals and can identify the user who has parked the scooter incorrectly and who must therefore pay the fine.

What happens if I commit a violation and receive a fine?

While using the vehicle, you are solely responsible for any violation committed from the moment you park until it is picked up by another user, including any fines resulting from incorrect parking. 

Our team will identify the responsible user, who will then receive the fine and handle it.

Other questions

Where are the Terms and Conditions?

You can check the full information here.

Any other question?

If you did not find the information you were looking for in these FAQs, please contact our customer service by chat, or by sending an email to hello@ecooltra.com. We will be happy to clear any doubts you might have.