How do I use a free minutes bonus?
To enter a promotional code, access Menu > Payment and Rates > Add coupon
What do I do if my session is not closed?
Do not hesitate to contact our customer service via chat if you have any kind of problem, whether to start, during, or at the end of the session.
What do I do with the vehicle once my ride is over?
If you are riding a scooter, once you reach your destination, park it in the areas provided for that purpose, put the helmets in the top case/seat, and slide the ‘Finish’ button in the app. Make sure you park the scooter correctly – within the authorized area shown on the app map and in a place where it is allowed by city hall regulations. Moreover, you must take a photo showing the scooter’s license plate to prove it is parked correctly. We take coexistence in public spaces very seriously!
If you are traveling by bike, you must park in the designated areas for this kind of vehicle – the inverted U bike racks.
Follow the instructions on the app to lock it with the chain and manually lower the yellow lever that blocks the rear wheel. Confirm the action on the app and take a photo of the bike showing that it is correctly locked and parked in a correct place.
Can I stop for a while during the ride?
Sure. If you need to stop for a while, just press the ‘Pause’ button in the app. This pause will only cost you €0,10/min (€6/hour) both on scooter and bike.
Can I ride if there are traffic restrictions due to pollution?
Yes. Our entire fleet is electric, so you can move around in a sustainable and environment-friendly way. Moreover, for every kilometer traveled with an Cooltra scooter, you are saving 80g of CO2.
Can I drive wherever I want?
You can ride the scooter on all roads were 50cc scooters are allowed. Remember that you must park the scooter in the area that is highlighted on the app map. Before starting your ride, take the scooter range into account so you can finish your ride within this area.
If you ride by bike, you must park it in the bike public racks, shaped as an inverted “U”, that are available for this purpose in the city. If you need to ride on the sidewalk, please check the Barcelona City Council’s regulations.
What happens if my mobile runs out of battery?
You must have your phone charged because you need the app to start and end your ride.
If you run out of battery while riding your scooter, you can press the vehicle’s ‘Start’ button for 30 seconds until it turns off; this will automatically set your ride in ‘Pause’ mode until you can charge the phone or get in touch with us to finish the ride remotely.
If it happens while you are riding a bike, please contact our Customer Service department to assist you on how to park it. You will not be able to leave the bike unattended and will continue to be responsible for whatever happens to it until it is properly parked, anchored with the chain, and with the rear wheel yellow lever lowered.
What do I do in case of a road accident?
You have to fill in the accident report, which you will find in the scooter together with its documents. Remember to inform our customer service as soon as possible so that they can advise you on how to proceed and collect the scooter. You can contact them by chat.
If you have a bike accident, please contact our Customer Service directly.
Am I insured?
Yes. Our service includes coverage for damage to third parties. As for vehicle damages and theft (either a scooter or a bicycle), it includes full coverage with a €500 or €99 excess, according to the selected tariff. This means that in case of user liability, the user must pay the amount corresponding to the damage up to €500 or €99, depending on the tariff selected. You can change the tariff in the app’s “Payments and Tariff” section, and it will be applied to your next ride.
Can other people ride scooters or bikes using my username?
No, only you can ride scooters or bikes using your username. Allowing other users or people to use your Cooltra account is punished with a €100 fine, as described in our Terms and Conditions.
Can I carry passengers?
The scooter model we offer can carry two persons. In the top case you will find two helmets of different sizes for the driver and the passenger.
Only one person is allowed to ride on a bicycle.
Do I need to wear my helmet?
It is not necessary. Each scooter comes with two helmets of two different sizes. To access them, start the ride on the app. Then you have two options:
- Click the app button to open the top case/seat.
- Press the bottom button on the back of the top case (if you are in Valencia or Madrid, some scooters have the button on the left side).
In addition to the helmets, you will find hygienic wipes and the scooter’s documents.
In the case of bikes, using a helmet is not mandatory.
How do I start the scooter or the bike?
How do I start the scooter?
Once you get to the scooter and you’re ready to start:
- ‘Slide to start’ on the app to unlock it.
- Put the scooter down from its central stand.
- Press the ‘Start’ button on the scooter to turn it on (depending on the model, it is either the red button on the scooter´s handlebar, or a button at the height of the right knee).
How do I start the bike?
Once you get on the bike:
- ‘Slide to start’ on the app to unlock it.
- In a few seconds the yellow lever that locks the rear wheel will go up and the chain will be unlocked.
- Untie the chain and wrap it around the saddle as shown in the app animation. Make sure that it’s well fixed and that it does not hinder your pedaling.
- You can now adjust the saddle to the desired height, get on it, and start riding.
By the way… The bike has an electric pedal assistance system; as soon as you start pedaling, it will be activated and the bike will go faster. This pedal assistance and changing the gears (in the right handlebar) will be your greatest allies in conquering your city – no hill will be too steep!
What do I do if the vehicle is damaged when I get there?
If the vehicle has any damage, send us a notice by pressing the ‘?’ button in the map and choose the ‘Report incidence’ option.
How do I find my vehicle?
You just have to log in to the app, select the scooter or bike you want to use among those shown on the map, and click on ‘Reserve’. From that moment you have 15 minutes to get to it and start your ride.
In the case of scooters, when you reach the place where your scooter is parked, you can easily locate it by pressing the “Beep-Beep” button – that will make the horn sound and the indicators will blink.
When can I use Cooltra?
You can use Cooltra 7 days a week, 24 hours a day.