Troubleshooting and FAQ

When unlocking a Mercury bike, you are obliged to pay the €1,50 unlocking fee, after this you’re charged by the minute for €0,15/min. This price per minute drops the longer you ride. Consider taking a look at the section ‘’Block-Time’’ in our application where you can find more affordable packages. www.mercury-e.gr/blocktime for more info

We offer 24/7 customer service via our e-mail services! Please reach out to: support@mercury-e.gr

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.

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

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’.

To start a ride, follow this easy 4-step guide: 1. Download the mercury app and create an account. 2. Top-Up your wallet (€5,00 minimum) 3. Scan the QR-code and confirm your payment. 4. Ready for take-off!

Mercury bicycles can travel up to 90 kilometers on a single charge. However, the range may vary depending on the terrain or speed of your route.

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.

If you are using/have been using a damaged mercury bike, turn off the vehicle and park it in a designated parking spot. When completing this step please report the problem to our team immediately. Or leave a report via the Mercury-e application How to: https://www.mercury-e.gr/damage-report Please contact our team at support@mercury-e.gr

As of now Mercury-e operates in: Heraklion Ioánnina Chania Ierapetra Makrygialo Chersonissos Agios Nikolaos Malia Kato Gouves Istron Koutsounari Agia Marina

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.

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.

This can be caused by multiple reasons, as such: being in a no-parking zone / no-go zone or by simply having your kickstand off the ground. Try these steps: 1. Check if your kickstand is on the ground. 2. Make sure that you are outside of a no-parking zone. 3. Ensure that you are located in the designated parking zone. 4. Check your internet connectivity, make sure it's active. 5. Restart your app. 6. If the 5 steps above do not work, consider using our new AI-Parking photo analysis. If you continue to experience this problem, please contact our customer support at support@mercury-e.gr

When your location in app isn’t corresponding with your current location, try these steps: 1. Click the ‘↗’ icon the bottom right of your screen to refresh your location. 2. Try moving away from the no-parking zone with your bike to help the GPS pinpoint your current location. If you continue to experience this problem, please contact our customer support at support@mercury-e.gr

This can depend on multiple things; it could be an error in the system or a QR that is not scanned. Try these solutions: -QR damaged/Scratched: When the QR-Code itself cannot be scanned using the camera in the app you can try typing in the serial number that’s shown underneath the QR-Code. -In-App Error Message: If the error message is related to a vehicle issue, we are aware of it, and we are on our way to retrieve it. Please try a different nearby vehicle. If the error is due to a missing payment method, insufficient balance, or a pre-authorisation failure, add or update your payment method. Once you have updated your information, try again. If you continue to experience this problem, please contact our customer support at support@mercury-e.gr

If you are using/have been using a damaged mercury bike, turn off the vehicle and park it in a designated parking spot. When completing this step please report the problem to our team immediately. Or leave a report via the Mercury-e application How to: https://www.mercury-e.gr/damage-report Please contact our team at support@mercury-e.gr

The vehicle appears on the map, but I can't see it standing. What should I do now? Try the following solutions: 1. Tap the vehicle you are looking for. 2. Tap ‘Ring’ to make the vehicle emit a sound. 3. Repeat this process while searching the area, making sure you search all open public spaces and large structures. Please Note: Bad cell phone reception can cause the vehicle to not receive the ‘Ring’ signal therefore not making the second step possible. If you continue to experience this problem, please contact our customer support at support@mercury-e.gr

When experiencing application issues, you can try these two steps: 1. Make sure that your internet connection is turned on for your Device. 2. Try restarting your application. If you continue to experience this problem, please contact our customer support at support@mercury-e.gr