Frequently Asked Questions

Instructions

I cannot start my ride

Please compare the number on the QR code of your scooter with the one in your app to make sure you are facing the right scooter. If the numbers do not match, you may have unlocked another scooter in the immediate vicinity.

To get started, you need to get your MAX Scooter rolling first. Step off 3-4 times with your foot to get started, place both feet on the running board when you're ready to accelerate. Press the right lever down to accelerate.

If you still have problems after completing these steps, please contact our support. Please use the email address you registered with our app and add the scooter ID to your message.

I cannot end my ride

Are you sure you are inside the business?
The business area is outlined in gray on the map. Areas outside the business are shaded gray. If you're unsure, check back. Rides outside the area can not be stopped. You may not be able to finish your ride if you are too close to the border. Please continue with your MAX scooter into the business area and try again.

Are you sure you are not in a no-parking zone?
The no parking zones are visible on the map as a red area. If you are unsure, take another look. It can happen that your ride can not be stopped because you are at the edge of the no-parking zone. Please drive out of the no-parking zone with your MAX Scooter and try again.

If you still have problems after completing these steps, please do not worry. Just contact us via the contact form here. Please use the email address you used to register with our app and enter the scooter ID and the time when you tried to finish your ride for the first time.

Why is my scooter slowing down in some areas

To meet local regulations, we have introduced low-traffic areas in some cities that automatically adjust the speed of your scooter. Traffic calmed areas are shaded and outlined in yellow on the map.

A traffic-calmed area is not a no-parking zone. You can park your scooter here.

I'm in the business district, but I can not finish my ride anyway

Do not worry, we'll take care of it. Just contact us here. Please enter the email address you registered with, the scooter ID and the time you tried to finish your ride for the first time.

I am not in a noparking zone

Do not worry, we'll take care of it. Just contact us here. Please enter the email address you registered with, the scooter ID and the time you tried to finish your ride for the first time.

Can use several scooters at the same time

No, only one scooter can be unlocked and driven per account.

Do I have to update my MAX App

We are constantly improving our app. Some features may not be available. For an optimal user experience, it is important to always have the latest version of the app installed.

I stand in front of a scooter but can not find it in the app

If a scooter is not shown on the map, it can not be rented at the moment.

Payment

How can I delete my payment information

You can update and change your payment information in the payment area of the app.

I was charged for a ride that I could not end

Do not worry, we'll take care of it. Our customer service team is here for you!

Just send us a message with the email registered on your MAX account, the scooter ID, and the exact problem you have about us here.

Safety

Requirements

To ensure the safety of you and everyone else, every passenger must adhere to the following rules:

Follow the local traffic rules.

You have to be 18 years or older.

Be attentive and drive responsibly.Watch out for big vehicles, do not drive in the blind spot and be always focused and pay attention to your surroundings, traffic and pedestrians.

Wear a helmet. A helmet is essential for a safe journey.

One person per scooter. No exceptions.

Before your ride

Carry out a safety check before each ride:

Do the brakes work?

Test them to be sure.Does the scooter accelerate properly?

Are the tires undamaged?

What about the overall picture of the scooter?

Do the lights work?

Does the bell work?

During your ride

Make sure you always follow the traffic rules. Make room for pedestrians, drive on the right side of the street, give hand signals like on a bicycle and stop at red traffic lights.

Be attentive and drive responsibly. Watch out for big vehicles, do not drive in the blind spot and be always focused and pay attention to your surroundings, traffic and pedestrians.

After your ride

After you have reached your destination, park your scooter and finish the ride. Please park responsibly and make sure that the scooter in the app is on the map in the displayed business area. Do not block public walkways, public transport stops or driveways, and make sure your scooter is parked with the kickstand.

What about my data and personal information

The protection of personal data and the privacy of our customers is very important to us and we take all related matters very seriously.

If you would like more information about the collection and processing of your personal data or your rights as an affected person, please read our privacy policy, which you can find here.

If you wish to delete your account together with your personal data, you can do so here.

Can't Find The Answer to Your Question?

Write to our support team, we'll get back to you as soon as possible.

E-Mail Support Team

Newsletter

Subscribe to our Newsletter

Thank you! Your submission has been received!

Oops! Something went wrong while submitting the form.

Be the first to learn when MAX launches in a new city and occasionally get a free minute coupon code

Home Cities Prices FAQ

Media Terms and Conditions Imprint Privacy Policy