FAQ

1. Download the Urban Connect app from Google Play or Apple App Store. 
2. Open the app and accept notifications and Bluetooth access, as these are required to operate the vehicles. It is mandatory to register with your business email address. 
3. Receive an email with a registration code. (If you haven’t received it after 2 minutes, check your spam inbox or contact us). 
4. Enter the registration code in the app – done! You can now use the app

The app can be used with Android devices (Android version 7.0 and newer) and with iPhones (iOS version 10.0 and newer). If you have any problems, the best way to contact us is via the in-app chat. 

Yes, you need a stable internet connection to access the vehicles. It is not possible to start and end bookings without internet. 

Yes. For a car you need a valid driver’s license (at least class B). For the e-bikes, bicycles and e-scooters you do not need a driver’s license. However, if you are riding an e-bike for the first time, we recommend that you first do a few test rides in a safe environment. 

If the use of the vehicles is subject to a charge, a credit card must be registered in the app. If the use of the vehicles is covered by the employer and is free of charge, no credit card needs to be deposited. 

1. Open the Urban Connect app on your mobile device. 
2. Select your location and the bike you want use. 
3. Stand near the selected bike to access it. 
4. Follow the instructions in the app to unlock the bike. 

You can reserve a bike 30 minutes before the start of your booking. If you do not pick up the bike within this time frame, it will be automatically returned. 

You can only reserve one bike at a time. 

All bikes are individually numbered. 

Please report this to Urban Connect via the Help Center in the App, cancel your reservation and select another bike. 

Bikes that are unfit to ride are not displayed for security reasons. But it could also be that the bike is already reserved by another user. 

Check the bike for brake and lighting function or other defects. If there are defects that make the bike unfit to ride, you can report them to Urban Connect via the app or by email and book another bike. 

Under the saddle you will find a handle that allows you to easily adjust the saddle in height. It works like an office chair. Stand next to the bike and pull/push the saddle, using the handle, to hip height. 

Make sure that Bluetooth is enabled on your phone. Once you have found the bike you reserved, follow the instructions in the app. 

Make sure Bluetooth is enabled on your phone. Here are a few tricks: 

• If Bluetooth has gone into “sleep mode,” you can activate it by turning flight mode on and off. 
• If the mobile reception is the problem, it may help to cancel the booking and re-book the bike. 
• Close the app completely and restart it. 
• See if the lock latch is just stuck somewhere (spoke, latch) by gently pulling the lever on the side or moving the rear wheel a little. If the lock still won’t open, contact our Customer Support (in-app chat/+41 (0) 44 505 67 66). 

Yes, the bike must always be locked when you leave it. During the booking you can lock and unlock the bike as often as you like via the app. Just follow the instructions in the app. 

Normally, an e-bike battery lasts about 80 km in touring mode. Depending on the support level, terrain, weight or outside temperature (summer/winter), this value can vary. 

You can return the bike only to the official locations, designated for the fleet. Don’t forget to lock the bike and return it. Follow the instructions in the app to do so. 

If you can’t return the bike due to a technical problem and the Photofinish function doesn’t work either, contact our Customer Support (in-app chat/+41 (0) 44 505 67 66). Make sure the bike is in an official location and locked. 

If there is no internet or power at the location, the app will switch to the modified Photofinish mode: 

1. Place the bike exclusively at an official location and lock it. 
2. Take a picture where the location and the bike (number!) are clearly visible and identifiable. 
3. The picture will be checked (location and bike verified) and your booking will be closed for you. The Photofinish request may be rejected if the required conditions are not met. 

In Switzerland, there is no helmet requirement for riding bicycles, e-bikes and e-scooters. However, we strongly recommend that you wear a helmet to be well protected. Regarding your employer’s regulations, check the terms of use. 

By registering with Urban Connect, you confirm that you have accident and liability insurance. 

It is best to contact us via in-app chat to report the incident and discuss the further procedure. If possible, take a photo of the theft site, note the exact location (coordinates), date and time for the police report. Your deductible in case of loss is CHF 300. 

Accidents must always be reported to Urban Connect: 

In case of accidents that make it impossible to continue your journey and/or endanger your safety, you must immediately contact our Customer Support (in-app chat/+41 (0) 44 505 67 66) to discuss the further procedure. If other people or vehicles are involved, you must notify the police. Immediately report the incident to our Customer Support and get the information on how to proceed. 

In the event of a breakdown that makes it impossible to continue your journey and/or endangers your safety, you must immediately contact our Customer Support (in-app chat/+41 (0) 44 505 67 66) to discuss the next steps. Or report this via the feedback link in the app: Send the exact coordinates (Google Maps link) and a photo of the location and a brief description of what happened. 

No. We have professional mechanics who perform the maintenance and repair work. 

Yes. If it is possible and safe to return to an official location, bring the bike back. Then report the damage in the app when you return the bike. If you want to leave a more detailed description, write an email to info@urban-connect.ch. 

1. Open the Urban Connect app on your mobile device. 
2. Select the location. 
3. Create a new reservation by entering the desired date and time. The app will then show you the cars available at that time. If no car is displayed, none is available. Adjust your reservation details until at least one available car is displayed in the app. 
4. Select a car and check your reservation details. 
5. Confirm the reservation. 

Once you have made a reservation, you can access it on the home screen of the app. There you will find all the details about your reservation. 

Yes, you can change your reservation up to a certain point before it starts. Call up your reservation in the app and make the desired changes. There you will also find the information about the limitations of the reservation changes. 

Call up your reservations on the home screen in the app and make the desired cancellation. Please note the cancellation conditions and fees in the app. If you can’t cancel the reservation through the app, it’s best to contact us through the in-app chat. 

All cars have a number on the door on the driver’s side. Or compare the license plate with the reservation details in the app. 

Access your reservation on the home screen. Once the reservation time frame has started, you can access the car. Follow the instructions in the app. 

Let us know via the app or by email so that we can arrange for cleaning. If you have the time and possibility to clean the car, you will get a credit in your account. Please contact our Customer Support (in-app chat/+41 (0) 44 505 67 66) for the procedure. 

Inspect the car for possible defects/damage. Compare the car with the damage log in the app and, if necessary, report new damage mandatorily before driving. 

If there are defects/damage that may render the car unroadworthy according to the Road Traffic Act, contact our 24h hotline immediately (+41 (0) 44 505 67 66). 

Compare the damage with the damage log in the app and check whether it has already been reported. If the damage is not listed, you must report it before you start the journey. Otherwise, you can be held liable for these damages. If a car has a few scratches, but you consider it roadworthy, you should be extra attentive in the first moments. If you notice any suspicious noises or behaviour, please return the car to the charging station and immediately contact our 24h hotline (+41 (0) 44 505 67 66). 

Unlocking: Always make sure you are at the correct car before trying to open it. Follow the instructions in the app to do this. 

Removing the charging cable: Stop charging, unlock the charging pistol (on the display or at the charging socket) and disconnect it from the car. Important! Depending on the arrangement, hang the charging cable properly at the charging station or stow it in the trunk. 

Some cars lock the charging pistol again if it is not pulled out immediately after unlocking. You can use the car key to lock and unlock the car once, then the charging gun should be able to be pulled out. 

Stop the charging process and remove the charging cable. 

Adjust the mirrors, seat, and steering wheel to your needs. 

Familiarize yourself with the operation of the car and review the checklist (“Golden Rules”) found in the car or on the website. 

If you need to open or close the car during your booking, please always use the key/keycard provided in the car. Only at the beginning/end of the booking you should open/lock the car with the app. 

Basically, most gas stations today also have charging stations for electric cars. At the charging stations of Swisscharge you can charge without a subscription. With the Teslas, you can search for a charging station via the navigation. 

If there is a charging card in the car and the costs for external charging are covered, you must visit a charging station where the charging card provided is accepted. You can find information on the payment of costs in the terms of use. 

No. Charging at the official Urban Connect charging stations is free of charge. 

1. Park the car in one of the parking spaces reserved for the Urban Connect car fleet. (This does not have to be the same parking lot you left from). 
2. Connect the car to the charging station and make sure it is charging. Charges may apply if the car is not left in a charging state. 
3. Double check the car is in a clean state and you didn’t forget personal items in the car. 
4. Make sure all windows, trunks and doors are locked and you have left the car key/keycard and charging card (if applicable) correctly in the car. 
5. lock and return the car, follow the instructions in the app. 

Check if there is a good internet connection and if windows, doors and trunk are really closed, and you have left the car key/keycard and charging card (if applicable) correctly in the car – If this is the case, contact our Customer Support (in-app chat/+41 (0) 44 505 67 66). 

For certain cars, you have to confirm the charging process with a charging card. Connect the car correctly to the charging station and then hold the charging card to the designated contact point on the charging station. In these cars, there is a corresponding charging card in the car. If this does not work, contact our Customer Support (in-app chat/+41 (0) 44 505 67 66).