Muticity Citroën Carsharing

Help & FAQ

General questions on CITROËN Multicity Carsharing

Spontaneously at the side of the road, or booked in advance via your smartphone or on the website –open an available electric vehicle by holding your Multicity Carsharing customer card over the card reader behind the windscreen. Alternatively, you can open the vehicle via the respective function in the Multicity Carsharing app after completing the reservation.

Now, all you have to do is to take out the ignition key from its holder in the glove compartment, start the car and start driving: 100% electric, 100% flexible and powered by green electricity from 100% renewable energy sources at the charging stations.

In order to bring your journey to an end, simply park the car on one of the designated parking areas within the operating area, return the ignition key to its holder in the glove compartment and lock the car from the outside with your Multicity Carsharing customer card or using the lock function of the Multicity Carsharing app after clicking the ‘End hire period’ button. That’s all.

Now all you have to do is to take out the ignition key from its holder in the glove compartment, start the car and start driving.

You don’t need to worry about a ticket for parking. We’ll take care of that!

If you end your journey at one of our charging stations and connect the C-Zero up there, so the next user will also be able to access the complete range.

No, the Multicity project is based on the idea of open-end carsharing, i.e. you do not need to specify before the start of your journey for how long you will be renting the car and you are completely flexible as to the period of use. Only the range depends on the battery charge level. A maximum charge per day puts a cap on the costs.

Finding a Multicity Carsharing electric car is simply done via the Multicity website (free booking), our smartphone App (AppStore or Google play – free booking) or simply call us at this number 030/59 00 85 85 (€1.80 per telephone booking)!

No matter which option you choose you will receive the exact location of the car available matching your requirements. You’ll then have the opportunity to book the car up to 15 minutes prior to starting your journey.

You must always report the loss of a customer card immediately to the Multicity Carsharing customer service, otherwise there is a greater risk of improper use. You can reach the Multicity Carsharing customer service 24 hours a day, 365 days a year, by telephone on the number 030/59 00 85 85.

CITROËN Multicity Carsharing is the first completely electric carsharing project in Germany. Multicity Carsharing is a flexible and environmentally friendly solution to mobility in the city, which can be adapted to satisfy your specific mobility needs.

No, there is no minimum period of use at Multicity Carsharing. It is billed per minute at Multicity-Carsharing, so you only pay for the exact time you have used your car.

You have the possibility to find a car via the Multicity Carsharing website, the Multicity Carsharing smartphone App or via the Multicity customer service (030/59 00 85 85) and to book it for 15 minutes directly after your request.

If you wish to make a telephone booking you will be charged €1.80 for the booking in accordance with the current price list.

Booking a Multicity Carsharing car 15 minutes in advance of use via the Multicity Carsharing website and the Multicity Carsharing smartphone App (iPhone and Android) is free.

If you wish to make a telephone booking (030/59 00 85 85), you will be charged €1.80 for the booking in accordance with the current price list.

After the booking period of 15 minutes has expired, the car will be freely accessible again to all Multicity Carsharing customers.

Tip: You still have the possibility to book the car again 15 minutes in advance of use.

No, it is strictly prohibited to give your customer card to somebody else to use Multicity Carsharing unless agreement bound by contract has previously been given.


Questions on registration

Yes, you can. We are happy to welcome Novice Drivers if you are at least 18 years old, in possession of a valid driving license and pass our credit check. Please note that you need a registered address in Germany, a West-european country or the United States to be able to sign-up as well as a valid credit card.

It is possible to register for Multicity Carsharing directly at the Multicity Carsharing Point in the DB Flinkster city office, at a CITROËN dealer taking part in the project or at a BVG service centre (See list further below). You need a valid identification card and driving licence for registration.

You can register in advance via the Multicity Carsharing website or the Multicity Carsharing smartphone Apps (iPhone and Android) and take the completed form to the nearest registration point.

Registration points:

CITROËN Multicity Carsharing customer centres
Autohaus Im Friedrichshain Thomas Arndt GmbH | Mon-Fri 9.00-20.00, Sat 9.00-14.00
Autohaus Arnhölter GmbH | Mon–Fri 09.00–19.00, Sat 09.00–16.00

Multicity Carsharing/BVG customer centers:
Holzmarktstr. 15 | Mon-Wed 09.30-17.00, Thu 09.30-17.45, Sat 09.30-14.00
U7 Spandau Town Hall  | Mon-Fri 06.30-20.30, Sat 11.00-18.30
U5, U8 Alexanderplatz | Mon-Fri 06.30-20.30, Sat 11.00-18.30
U2, U9 Zoologischer Garten | Mon-Fri 06.30-21.30, Sat 11.00-18.30
Marzahner Promenade | Mon-Fr 6.30-20.30, Sat 10.00-18.00

Multicity cooperation partners:
Leonardo Royal Hotel | Mon–Sat 08.00–12.00 & 17.00–20.00, Sun 09.00–13.00
Mövenpick Hotel  | Mon–Sat 08.00–12.00 & 17.00–20.00, Sun 09.00–13.00
Almodóvar Hotel  | Mon–Sun 11.00–20.00
MARITIM proArte Hotel Berlin | Mon-Sat 9.00-12.00, 15.00-19.00, Sun 9.00-12.00
MARITIM Hotel Berlin | Mon-Sat 9.00-12.00, 15.00-19.00, Sun 9.00-12.00

In order to use Multicity Carsharing you need a valid identification card (or passport) and your driving licence. Present these at a CITROËN dealer taking part in the project, at one of the BVG service centres or at one of our cooperation partners to complete your registration and receive your Multicity Carsharing customer card.

Registration points:

CITROËN Multicity Carsharing customer centres
Autohaus Im Friedrichshain Thomas Arndt GmbH | Mon-Fri 9.00-20.00, Sat 9.00-14.00
Autohaus Arnhölter GmbH | Mon–Fri 09.00–19.00, Sat 09.00–16.00

Multicity Carsharing/BVG customer centers:
Holzmarktstr. 15 | Mon-Wed 09.30-17.00, Thu 09.30-17.45, Sat 09.30-14.00
U7 Spandau Town Hall  | Mon-Fri 06.30-20.30, Sat 11.00-18.30
U5, U8 Alexanderplatz | Mon-Fri 06.30-20.30, Sat 11.00-18.30
U2, U9 Zoologischer Garten | Mon-Fri 06.30-21.30, Sat 11.00-18.30
Marzahner Promenade | Mon-Fr 6.30-20.30, Sat 10.00-18.00

Multicity cooperation partners:
Leonardo Royal Hotel | Mon–Sat 08.00–12.00 & 17.00–20.00, Sun 09.00–13.00
Mövenpick Hotel  | Mon–Sat 08.00–12.00 & 17.00–20.00, Sun 09.00–13.00
Almodóvar Hotel  | Mon–Sun 11.00–20.00
MARITIM proArte Hotel Berlin | Mon-Sat 9.00-12.00, 15.00-19.00, Sun 9.00-12.00
MARITIM Hotel Berlin | Mon-Sat 9.00-12.00, 15.00-19.00, Sun 9.00-12.00

In principal, it is also possible to register for Multicity Carsharing with a valid foreign driving licence. Pls note that currently only the following Registration Points support the necessary checks on non-EU driving licences:

Leonardo Royal Hotel | Mo-Fr 8-12 & 17-20 Uhr, Sa 9-13 & 14-18 Uhr, So 9-13 Uhr
Mövenpick Hotel | Mo-Fr 8-12 & 17-20 Uhr, Sa 9-13 & 14-18 Uhr, So 9-13 Uhr

The one time registration fee for Multicity Carsharing is €9,90 and includes already a journey credit of 30 minutes .

Click here for an overview of the Multicity Carsharing prices.

Even after the project is under way, you have the possibility of registering for Multicity Carsharing at especially advantageous terms and conditions if you are a customer of one of our cooperation partners-DB Flinkster, DB Call a bike or BVG.

Subject to the agreement to comply with the respective General Terms and Conditions of our partners – Flinkster and Call a Bike, the Multicity Carsharing user can make use of the following services:

Flinkster terms and conditions for CITROËN Multicity Carsharing customers:

  • Access to Flinkster cars via your CITROËN Multicity Carsharing online account and your customer card.
  • Flinkster cars are also marked on the virtual map on the CITROËN Multicity Carsharing website and App.
  • You save the Flinkster registration fee of €50.
  • Nationwide use of Flinkster cars at the nationwide rate (no basic charge). Prices vary according to car classification.
  • Further information on Flinkster (e.g. General Terms and Conditions and detailed price list) on www.flinkster.de.
  • Access to cooperation partners of Flinkster at the same terms and conditions as Flinkster customers.
  • Billing via your CITROËN Multicity Carsharing invoice.

Call a Bike terms and conditions for CITROËN Multicity Carsharing customers:

  • Access to Call a Bike via your Multicity account
  • Registration and activation for Call a Bike takes place for free for Multicity Berlin Customers
  • Nationwide use of Call a Bike Bicycles at discount rate of €0,88 per minute and a maximum of €9,00 per day (as of 15/08/2013)
  • Billing via seperate Call a Bike- invoice.

Simply enter your username and password to log into the Multicity Carsharing website. You can change the relevant data by selecting ‘Change Customer Details’ from the ‘My Account’ menu.

You don’t have a customer account yet? Click here to register now.

The customer contract is concluded for an indefinite period of time and may be terminated by either party subject to 6 weeks’ written notice to the end of quarter. Notice of cancellation takes place in writing to the following address:

CITROËN Multicity Carsharing Customer Centre
Scharrenstrasse 10
06108 Halle/Saale

or by email to service@multicity-carsharing.de.


Questions on prices and payment

As a Multicity Carsharing customer you can choose between two options: the starter rate and three different prepaid packages.

For the use of Multicity-Cars you only pay 28 cent per minute in the starter rate.

The prepaid-packages are available in three options:

    • Prepaid package 1 costs €25 for 100 minutes-
      the price per minute is thus 25 cent per minute
    • Prepaid package 2 costs €55 for 250 minutes-
      the price per minute is thus 22 cent per minute
    • Prepaid package 3 costs €100 for 500 minutes-
      the price per minute is thus 20 cent per minute

The maximum daily rate is €39 for the C-ZERO and €79 for the C1 per transaction and day. Parking costs to the appropriate parking are included of course.

Click here for an overview of our rates.

We currently work on a new product for our business clients. Please use our regular sign-up until the new B2B product is introduced to the market. Existing customers of course will be serviced by mail via b2b@multicity-carsharing.de or by phone via +49 (0)30/726 219 924 (Mo-Fr, 9am – 6pm).

Your travel costs are calculated on the basis of the period of use and the selected rate options. The standard rate fee of 28 cent per minute gets simply multiplied by the number of commenced minutes.

If you have opted for one of the three prepaid packages, the used minutes are simply deducted from your prepaid account. Depending on the package the minute costs for you either 25, 22 or even 20 cent. More on the rate structure of prepaid packages you can find here.

The period of use begins when the car is unlocked by means of the Multicity Carsharing customer card and ends when the chip is inserted into its holder in the glove compartment and the Multicity Carsharing customer card is scanned.

Sample invoice: You are a Multicity Carsharing customer opting for the standard user rate and have ended a 25-minute journey. You pay 28 cent x 25 minutes = €7..

Much cheaper than by taxi!

If you have charged your credit account with prepaid package 3 in advance, you pay effectively just 20 cent per minute and thus for the same journey only €5.

Click here for an overview of the Multicity Carsharing prices.

Thanks to our maximum daily charge you will never pay more than €39 (for a C-ZERO) and accordingly €79 (for a C1) including parking costs per rental for the use of a car.

Customers who park their CITROËN C-Zero at a free RWE charging station and start the charging process at the end of their journey get 15 free minutes. The free minutes get credited at the next drive and are available the next day at the latest.

The correct positioning of the vehicle at the end of the rent according to our conditions is a requirement.

Necassary condition for the credit voucher is that the battery level must be below 50% (only one voucher per vehicle / customer & day).

 

As a Multicity Carsharing customer you have the possibility to pay by direct debit or settle your account by credit card. You can also credit your prepaid account with help of prepaid packages. For this purpose you have three different prepaid packages to choose from, to which you can get more information here.

The invoice amount will be collected from your account or credit card approximately 7 days after the invoice has been issued.

You will have to pay additional costs i.e. for:

  • The replacement of a damaged or lost customer card
  • The processing and excess payment of damage caused through your own fault to the Multicity Carsharing car and accessories
  • Road traffic violations or breach of the terms and conditions of use
  • Loss of the charging cable and/or car key

Please refer to our current price list for details on further cost items.

 


Question on CITROËN electric cars

All the cars placed at your disposal in the Multicity Carsharing project are CITROËN C-Zeros with a fully electric powertrain. You can find more information on the C-Zero on www.citroen.de.

There are currently 350 CITROËN C-Zeros available in Berlin.

Thanks to its six airbags as a standard feature, ABS, ASR, ESP, 3-point inertia reel seat belts and much more, the CITROËN C-Zero provides optimum safety. Both rear seats have Isofix anchorage points to ensure the greatest possible safety when transporting your children. The battery is located under the floor to protect it in the event of impact and turns itself off automatically in the event of malfunction.

0 litres of petrol, 0 CO2 emissions and 0 noise: the CITROËN C-Zero is 100% electric and therefore protects his and our environment. It does not produce greenhouse gases or harmful pollutants and allows you to forget about traffic noise. What’s more, the lithium ion battery technology keeps the weight of the car down, which significantly reduces the electricity consumption of the CITROËN C-Zero.

It is extremely easy to charge up the CITROËN C-Zero. Connect the charging cable to the charging station and wait for automatic authentication. The blue LED light on the charging column signals that the charging process has been started successfully. The traditional fuel gauge in the car has been replaced by a battery charge indicator.

For more answers see the FAQ-category “Questions about the charging process”

If the battery is fully charged, the CITROËN C-Zero reaches a range of approx. 150 km* (according to the standard NEDC). The traditional fuel gauge has been replaced by a battery charge indicator (for details see instruction), which allows you to manage the battery charge level in a better way.

The maximum speed of the CITROËN C-Zero is 130 km/h. The lithium ion battery technology keeps the overall weight of the car down. Combined with optimum aerodynamics, this significantly reduces the electricity consumption of the CITROËN C-Zero.

The range is measured on the basis of the New European Driving Cycle (NEDC). Depending on individual driving behaviour, temperature, road conditions, load and use of the air conditioning or heating, the range may decrease considerably.

Multicity uses the carelectricity RWE ePower basic for charging at public RWE- charging stations. The procurement is certificated by TÜV Süd Industrie Service GmbH and is checked regularly. The electricity is produced by waterpower and windenergy. The production takes place at RWE subsidiary RWE Innogy AG.

With the production and consumption of the nature-electricity are no CO2-emissions associated. Depending on the place of production we calculate with 3,5 – 7g CO2 emissions per km, locally the eCars drive free of emissions and sink the encumbrance of dust and noise in our cities. (A small car of category C has in comparism 109 g CO2 emissions per km according to factory specifications.)


Questions on the use of Multicity Carsharing cars

In order to open an available Multicity Carsharing car hold your customer card over the card reader behind the windscreen of an available vehicle. It takes just a moment for your customer card to be verified by our system, after which the central locking system of the Multicity Carsharing car opens automatically. If the car does not open despite the use of a valid customer card, this means that the car has been booked by another customer or the battery charge level is low or the car is not available for operational reasons.

By entering the four-digit PIN generated on the Multicity website, every Multicity vehicle can also be opened using the smartphone app.

If you would like to end your journey, park the car on one of the designated parking areas and return the car key to its holder in the glove compartment. Then, lock the car from the outside by holding your customer card over the card reader behind the windscreen or after clicking on the ‘End hire period’ function in the Multicity Carsharing app. After a few moments, the central locking system will lock the car automatically. Tip: If you are not sure whether the car has been properly locked, check again by using the door handle.

First of all, check that you have parked on a designated parking area within the operating area. Please ensure that the car lights have been switched off, the windows have been closed and the handbrake is on. Then, please return the car key to its holder in the glove compartment. If you are also starting a charging process for an electric car, please ensure that the charging cable is properly connected to the charging station. In order to end your rental transaction lock the car from the outside by holding your customer card over the card reader behind the windscreen or by using the ‘End hire period’ button and the locking function of the Multicity app. After a few moments, the central locking system will lock the car automatically. Tip: If you are not sure whether the car has been properly locked, check again by using the door handle.

In order to ensure that the car battery charge level does not fall below the minimum and to avoid any additional costs which may be incurred as a result, please check the battery charge indicator of the Multicity Carsharing car at regular intervals during the journey. This is represented by a petrol pump surrounded by bars and is located on the upper left-hand corner of the speedometer.

As soon as there are only two bars showing on the indicator and they start to blink, you should look for the nearest designated parking area and end your journey. But there’s no need to worry, because you have sufficient residual range left over.

Please note that when you park the car, the battery life of the car ensures a residual range of at least 10 km. The residual range, you can always read in the instrument cluster of the vehicle. Press this button while the control of the display panel (item “5” in the graphic below) to display the remaining range (item “F” in the graphic below) appears.

Bedienungsanleitung des Kombiinstruments

Any items found (from a value of €10) gets submitted by the Multicity Team at the central Fund Office Berlin, am Platz der Luftbrücke 6 and can be picked up there.

No, smoking in Multicity Carsharing cars is not permitted.

No, the Multicity Carsharing car may only be opened by the card owner who will be driving it.

If you need to interrupt your journey briefly, lock the car from outside with the car key and open it again as usual with the key to continue. In this way, the car remains accessible to you alone and cannot be used in this period by another user. Tip: As there are no separate parking rates due to the very attractive Multicity Carsharing rates, it may be worth ending a journey if the stop in between is going to last longer than expected and then using the App to book the same car again 15 minutes in advance of use.

No, the use of Multicity Carsharing cars abroad is not permitted.

Yes, you may use the car to transport items provided you are not in breach of the terms and conditions of use and road traffic regulations. However, please note that you will be charged cleaning costs if the car is dirtier as a result than under normal circumstances. The car is considered to be excessively dirty if it features stains, rubbish, green waste, ash, tobacco smoke, soiling due to the transportation of animals or similar soiling.

Yes, you can use the car to transport pets provided you are not in breach of the terms and conditions of use and road traffic regulations. However, please note that you will be charged cleaning costs if the car is dirtier as a result than under normal circumstances. The car is considered to be excessively dirty if it features stains, rubbish, green waste, ash, tobacco smoke, soiling due to the transportation of animals or similar soiling.

No, as a Multicity Carsharing customer, you are obliged to carry a valid driving licence with you on each journey.

No, as a Multicity Carsharing customer, you are obliged to carry a valid driving licence with you on each journey.


Questions on parking

No, parking fees incurred within the operating area of Berlin are on us. So, you don’t need to worry about that.

Please note, that we can only provide a parking ticket within operating area of Berlin. Outside this area you need to pay for yourself.

No, parking the car at the end of a journey where display of a clock disc is required is not permitted.

No, parking the car at the end of a journey is only permitted on parking areas where it is possible to park for an indefinite period.

No, parking the car at the end of a journey on a parking space in a solely residential parking zone is not permitted. However, you may end the journey in a zone in which it is possible to park with both a ticket for parking and a residential parking permit.

Although it may be annoying if the parking space reserved for an electric car is occupied by a conventional car, unfortunately it cannot always be prevented. In this case, please park the car on the nearest regular parking space permitted or at the nearest free charging station and notify the Multicity Carsharing customer service per mail via service@multicity-carsharing.de or by telephone on 030/59 00 85 85.

No, it is not allowed to end your journey at a parking place for carsharing cars. Even though Multicity is also a carsharing provider it does not participate in the traditional station-based carsharing system. Specifically reserved carsharing parking areas are reserved for carsharing providers and are only available for their use.

You may use pay or free public parking areas provided it is possible to park the car there for an indefinite time. Parking where there is no stopping or parking or where a clock disc is used, or parking in solely residential parking zones, on private parking spaces or in multi-storey car parks (e.g. for furniture stores ,supermarkets or explicit parking zones of other car-sharing- providers) is not permitted.

We recommend parking places at our charging stations, which you can find via our app, website or in the navigationsystem. Don’t forget to start the process of charge, to show that the charging column is in use.

Please note, that it’s only possible to get a parkticket automatically in the area of Berlin. Outside this area you need to pay for yourself.

Any costs incurred as a result of parking fines, reparking by the Multicity Carsharing service team or towing of the car from a no-parking, no-stopping or solely residential parking zone will be charged to the account of the customer.


Questions on the charging process

Pls make sure that charging cable is mounted appropriately to the socket of the Multicity Car and the charging collumn.
The car is signed-in by the Column via the charging cable, which contains the client ID.

Starting the charging process

  1. Start the process at the charging flap on the passengers side of the C-ZERO. Release the flap by using the control next to your wheel. releasing the flap to start charging 
  2. Take the charging cable from the boot, open the black inner flap of the cars pin and connect the blue-white socket without protection to the car until its locked. connecting the charging cable to the car 
  3. Connect the black-blue plug to the charging column.Plug of Charging Cable in Column 
  4. The start of the charging process is shown by the blue LED at the charging column.

Ending the charging process

  1. Remove the blue-white plug at the car at first.
  2. Wait for 2 seconds until the unlocking mechanism has happened and remove the black-blue plug from the Charging Column. Don´t forget to put the cable back to the boot.
    Charging Cable within Boot of C-ZERO

If the battery charge level is below 50% we encourage you to start the charging process at one of our charging stations within the operating area. As a sign of our appreciation you will receive 15 minutes for free. The free minutes will be already available to you the day after.

In principle, as a Multicity Carsharing customer, you can use any RWE charging station available to the public. They are spread out all over the town and, generally, also provide a parking space reserved for electric cars. The exact locations of the charging station are marked on our map on the Multicity Carsharing website and the Multicity smartphone App and as well in the integrated navigationsystem in the interrior mirror.

The car is registered and the charging process at the charging station is subsequently started automatically via a customer ID built into the charging cable. All you have to do is to make sure that the charging cable has been properly plugged into the respective sockets on the Multicity Carsharing car and charging station.
Wie erfolgt die Abrech

The charging process is settled automatically via Multicity Carsharing. You don’t have to worry about anything; the electricity costs are already included in your travel rates.


Questions on operating area

The operating area for Berlin covers the area within the Berlin S-Bahn – city train – ring and other areas in the following districts: Prenzlauer Berg, Wedding, Weißensee und Friedenau . The closer area of Berlin’s fair is also included.

Yes, you can leave the operating area during the rental but you must end your journey within the operating area. If you are in breach of this rule you may be charged the costs in accordance with the price list for returning the Multicity Carsharing car to the operating area.


Questions on accidents and reporting damage

In the case of an accident, the first thing is to ensure the wellbeing of the persons involved and secure the scene of the accident. In any event, you should notify the Multicity Carsharing customer centre as soon as possible by telephone on the number 030/59 00 85 85.

In the case of accidents or minor damage please always call the police if a third person was involved as an injured party or potential ‘(contributing) party’ or if other property (in addition to the Multicity Carsharing car) was damaged.

Do not give any written statement admitting guilt as this could result in the loss of insurance cover. In any event, please take the name of the other party involved in the accident (and the car owner) and make a note of the registration and police reference number.

Once the accident has been reported, our customer service team will send you a form (accident report) to complete and return to the Multicity Carsharing customer service.

In the case of a breakdown, please contact the Multicity Carsharing customer service by telephone on 030/59 00 85 85.

Please report any newly discovered damage immediately to the Multicity Carsharing customer service by telephone on 030/59 00 85 85.

Comprehensive insurance with an excess of €500 has been taken out on every Multicity Carsharing car. The relevant costs are included in your rental. In this context, we should also determine the terms and conditions for a change in the rate applicable from the frequent-user rate to the starter rate.


Questions on the App

Yes, you can open and close all vehicles within the Multicity fleet using the app.

Multicity is available for iPhone, iPad and iPod Touch (Version 8.0 and above) and Android (Version 4.0 and above).