Question 1

What is Avocargo?

Accepted Answer

Avocargo offers e-cargo bikes in sharing. With the Avocargo app, you can rent a e-cargo bike near you at any time. Whether for your shopping, the transport of children, a trip with the dog or for the transport of the hardware store purchases: Avocargo offers you flexible access to electric cargo bikes at any time.

Question 2

Where is Avocargo available?

Accepted Answer

At the moment we are only available in our business area in Berlin.
A detailed overview of our constantly growing business area can be found here. Take a look right now!     Please write us an email via info@avocargo.one if you would like to have Avocargo in your city as well.

Question 3

Who can use Avocargo?

Accepted Answer

Avocargo can be used by anyone over the age of 16. No driver's license is required.

Question 4

What do I need to be able to rent an Avocargo?

Accepted Answer

To use an Avocargo, all you need is an activated user account in the Avocargo app.   iOS   Android

Question 5

How do I register for Avocargo?

Accepted Answer

Download the Avocargo app from the Google Play Store or the Apple App Store and create a user account there. After entering your payment details, you are ready to go.

Question 6

Can business customers use Avocargo?

Accepted Answer

Business customers are also welcomed to use Avocargo. For commercial use please contact us via support@avocargo.one.

Question 7

How much does it cost to register for Avocargo?

Accepted Answer

The registration with Avocargo is free of charge.

Question 8

What payment methods are there?

Accepted Answer

Currently, you can only pay by credit card. We are working hard on offering other payment methods and will have news to this topic soon.

Question 9

Where do I change my personal and payment data?

Accepted Answer

You can view and change your personal and payment data right in the Avocargo App.

Question 10

Can I promote friends?

Accepted Answer

When your friends register in the Avocargo app, they can redeem your discount code and you will both receive 5€ each. Here's how to get the discount code: 
 •Open the Avocargo app and click on "Refer your friends and get 5€" in the menu bar. 
•Share your code directly via Whatsapp, mail, message, etc.

Once your friends have redeemed your discount code during their registration, you and your friend will automatically be credited the 5€ to their personal account.

Question 11

What does a ride with Avocargo cost?

Accepted Answer

You can rent our cargo bikes for 1,90€ per 15 minutes.

The one-time unlock fee is 1€ and the registration and reservation (15 minutes) is free of charge.

We also offer hourly or daily packages. (From 120 minutes driving time is automatically charged in the hourly rate)

More information on the pricing and all fees can be found here: Pricelist

Question 12

Why can't I add my credit card as a payment method?

Accepted Answer

Sorry for the inconvenience, the integration with some banks is not working properly yet. To solve the problem, you can try to request a TAN code on your PC. If this does not work, try to contact your bank. We are working hard to provide further payment methods and will have news about this soon.

Question 13

Why am I being charged a 4.20€ fee for a reservation?

Accepted Answer

Check whether both locks (chain and horseshoe) are locked properly. Give them another tuck and or press to make sure, they are closed all the way.

Question 14

How does it work with the discounted trips if I shop at one of the Avocargo partners?

Accepted Answer

If you shop at one of our selected partners and want to transport your purchase home with an Avocargo, you will receive a discount on your ride. In order to receive the discount, your rental must be active during, or beginn within 30 minutes after your purchase. Receipts must be submitted by email to support@avocargo.one no later than 3 days after the rental. Only one partner invoice can be submitted per rental. More information about the partnerships can be found here.

Question 15

Can I reserve an Avocargo in advance?

Accepted Answer

Of course, you can reserve your Avocargo for 15 minutes in advance for free.

Question 16

How do I open my Avocargo?

Accepted Answer

Unlocking works through the Avocargo app. When you are at your Avocargo, press the lock sign and swipe from left to right to open the frame lock and release the chain.

Question 17

Where can I go with my Avocargo?

Accepted Answer

You can go anywhere with Avocargo on an active rental (riding or parking), also outside the business area. To end the rental, however, you have to be in the business area. You can see the business area in the map view of the Avocargo app.

Question 18

How far can I travel with my Avocargo?

Accepted Answer

Basically, you can drive as long as you want. However, keep in mind that electrical assistance is limited. You can check the battery level on the display on the left side of the handlebar or in the App. We do our best to guarantee you a fully electric, special driving experience at all times. That's why we replace the batteries at night so that you can drive carefree during the day. If the battery should run empty during your ride, you can of course continue to ride without the support.

Question 19

Is there a limit for the payload?

Accepted Answer

The maximum load for the box is 80kg. For the entire cargo bike, the maximum load is 180kg including the driver.

Question 20

Can I transport adults?

Accepted Answer

Yes, adults may also be transported with our Avocargos.

Question 21

How do I turn on the lights?

Accepted Answer

If you drive at night, switch on the light. To do this, press and hold the "On/Off" button for about 1-2 seconds.

Question 22

How do I turn on the motor?

Accepted Answer

Press "O" to switch on the electric assistance.

Question 23

How do I adjust the electric support level?

Accepted Answer

Press + or - to adjust the strength of the support.

Question 24

How do I release the handbrake?

Accepted Answer

Pull firmly on the left brake lever to release the handbrake.

Question 25

What are the dimensions of the box?

Accepted Answer

The box has a base of 78x58 cm and a height of 50cm.

Question 26

What is the range of the battery?

Accepted Answer

Generally, the battery range is about 40 kilometers. However, the range is influenced by two factors:

1. Level of electrical support. By opting for low or medium support (level 3 and 4), you can get a few kilometers more out of it.  
2. Weight of cargo.

Question 27

How do I lock my Avocargo?

Accepted Answer

Use the existing chain lock and attach your Avocargo to a fixed object. You connect the loose end of the chain to the metal bracket of the frame lock. To lock the chain, please insert the end of it into the side of the frame lock. Only when you have properly secured the lock, you can pause or end the rental in the Avocargo app. Please also close the PVC cover by zipping it back up.

Question 28

How do I park my Avocargo during a trip?

Accepted Answer

To park your Avocargo during a rental, park the Avocargo in a good location and simply use the existing frame lock to secure it. If you want to leave your Avocargo unattended, please use the existing chain lock to secure it to a fixed object.

Question 29

Where can I park my Avocargo?

Accepted Answer

You can drop off and park your Avocargo in all public places within our business area. Within the business area, however, you will find some no-parking zones, which are marked in red in the app. However, please make sure that it is not parked in a driveway, in the middle of the sidewalk or bike lane. Bicycles must not be in the way of pedestrians or any vehicles.

Question 30

Where can I return my Avocargo?

Accepted Answer

Avocargo works without stations. This means that you can drop off your Avocargo anywhere within our business area.

Question 31

When do I have to return my Avocargo?

Accepted Answer

With Avocargo you are not tied to any opening times. Therefore, you can end your rental at any time, 24 hours a week, within the business area.

Question 32

Do I have to lock the bike with the chain?

Accepted Answer

Yes, for insurance reasons, our vehicles must be locked to a fixed object (bike rack, lamp post,..) using the frame lock and the chain provided. 
 At the end of the rental, please make sure that the vehicle is parked safely and take a photo where this is clearly visible.

Question 33

I have never ridden a cargo bike before. What do I have to pay attention to?

Accepted Answer

Our Avocargos ride similar to your own bike. After a few minutes you get used to the special driving characteristics. Especially in curves, however, you should make sure to drive slowly. The great thing about our Avocargos is that you can just sit at the traffic lights without tipping over. Take a little more time for your first ride to get used to the new driving experience and always drive carefully.

Question 34

Are there helmets available?

Accepted Answer

We currently do not offer helmets that you can rent along with your bike. Nevertheless, we recommend that you wear a helmet when riding.

Question 35

Is my Avocargo insured against theft?

Accepted Answer

Our Avocargos are generally insured against theft. Therefore, please make sure to lock your Avocargo properly with both locks (frame and chain lock) to a fixed object when parking and at the end of the rental. This way you are always on the safe side.

Question 36

Is my Avocargo insured in case of an accident?

Accepted Answer

As with normal cycling, the biker is liable for any damage. We, therefore, recommend private liability insurance that covers trips with e-bikes or pedelecs.

Question 37

I had an accident. What should I do?

Accepted Answer

In the unlikely event of an accident, please contact the police immediately and also us.

Question 38

My bike won't unlock. What can I do?

Accepted Answer

1. Are you standing at the right bike? Compare the ID from the bike with the data from the reservation in the app. Please look for the bike that was opened.

2. Is the left side panel blocking the lever of the horseshoe lock?  Look on the left side of the rear wheel and pull up the lever manually. Do this action quickly to release the chain lock.

3. Is a spoke on the rear wheel blocking the horseshoe lock?  Turn the rear wheel a little further and please try to open the bike with the app again.

Still not working, give us a call! 030 863283080

Question 39

The chain lock is stuck, what can I do?

Accepted Answer

Push the lever of the horseshoe lock on the right side of the rear tyre (that's the one on the right side of the rear wheel, which pops up when you unlock the bike) halfway down, then quickly pull it up.  
This will activate the mechanism that allows the chain to pop out.

Question 40

Why can't I end the rental?

Accepted Answer

1. Did you secure the bike to a fixed object with the chain and closed the horseshoe lock on the rear tyre manually? Only when both locks are closed (you will ehar them click), you can end the rental in the Avocargo app.

2. Check whether you are outside the business area or in a no-parking zone. Please note that the error messages is the same in both cases. That means that even when you're inside the business area but in a no-parking zone, the app will tell you that you're outside of the business area. We apologise for the inconvenience and we're working hard to solve this issue.

3. You are sure that you're inside the business area and that you're not in a no-parking zone but still cannot end the rental? Then you may be too close to a no-parking zone such as parks or public places. Please move the bike a few metres further away from the zone and try ending the rental again.

Question 41

The horseshoe lock does not close, what can I do?

Accepted Answer

Check if one of the spokes of the rear wheel is blocking the way. Turn the rear wheel a little further and try it again.

Question 42

I can not find the bike I want, what to do?

Accepted Answer

Try to look around: across the street, around the corner, behind a car or scaffolding.   The GPS signal can sometimes be a bit inaccurate. It is not allowed to park on private property, so the bike should be accessible.

You need help to find the bike? Feel free to call us: 030 863283080

Frequently asked questions

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