Troubleshooting and FAQ

As of now Mercury-e operates in:IoánninaRhodesChania Ierapetra MakrygialoKoutsounari

Mercury bikes can go up to 25 km/h! Although this can vary depending on the zone you are in. Such as a speed limit zone.

Mercury bicycles can travel up to 60 kilometers on a single charge. However, the range may vary depending on the terrain or speed of your route.

All riders are legally required to be at least 16 years old.

When unlocking a Mercury bike, you are obliged to pay a €1.00 unlocking fee. After this, you are charged a per-minute rate which varies depending on your current area. You can easily view the exact minute-by-minute pricing of your location directly on the map screen before unlocking the bike. Consider taking a look at the section ‘’Block-Time’’ in our application where you can find more affordable packages.www.mercury-e.gr/blocktimefor more info

This feature is enabled by default and can be disabled at any time. It automatically refills your in-app wallet when your balance reaches -€4.00, to prevent your bike from stopping while you are riding. If this option is disabled, your bike will stop until you manually top up your wallet.

To start a ride, follow this easy 5-step guide:Download the mercury app and create an account.Select your payment method.Top-Up your wallet (€2.00 minimum) Buy a Block Time (optional)Scan the QR-code of any bike and start your ride. (If you cannot see the bike in the app, it is probably under maintenance. Find the closest bike to unlock. Pause your bike at any time to pay less. Find the pause button next to the 'Start/End the ride' button (the 'More' button).End your ride, inside one of our designated parking zones that you can find through our app.

Types of Zones:Parking Zone:When ending your ride, park your vehicle here.No-Parking Zone:This is a zone where your ride cannot be ended.Bonus Zone:When ending your ride in this zone you will be refunded a certain amount of the ride, this can be 10%,15% or 20% depending on the zone.No-Go Zone:A no-go zone means that you cannot ride in this area, when entering the zone, the engine of the vehicle will shut off. Vehicle must be moved out manually. Speed-Limit Zone:When entering a speed limit zone your vehicle speed will automatically be reduced to the speed that the operator has chosen for this area. Rebalancing Zone:This zone is an indicator for vehicles that must be moved to a new location. (check the attached note) only available for service-app users.Paid Zone:A small fee is payable to end your ride in this zone.

If you encounter any problems with the bike, please end your ride in a designated parking zone or put it on pause and leave it somewhere safe, if you are far from one. Unlock another bike in the nearest parking zone to continue.Our system automatically refunds rides 2 minutes after they end when they lasted up to 5 minutes and the distance travelled was less than 150 meters from the starting point.When completing this step, please either leave a damage report via the Mercury-e app (see 'How to' at https://www.mercury-e.gr/damage-report) and contact our team at support@mercury-e.gr, as a refund may be applicable in certain cases.

We offer customer service via our e-mail services!Please reach out to: support@mercury-e.gr

Yes this is possible! For to happen you must sent an e-mail to: support@mercury-e.gr Keep in mind that we charge €6,00 administration fees.

To delete your account, follow these steps: 1. Navigate to the menu on the top-left corner. 2. Tap on the ‘Profile’ icon. 3. Click on ‘Delete Account’.

Your privacy and safety is our responsibility! When providing us with personal information such as your phone number or address, you can be assured that it's safe with us! This info is only visible for fleet managers that have access to our dashboard. Please refer to our Privacy Policy.