FAQs redy
General
- What is redy?
redy is the new App-based mobility platform of Rheinbahn. The App combines our products with the mobility services of further providers. Meaning: With just one App, you can use bus and train services in Düsseldorf and the surrounding region as well as other means of transport – such as bike sharing or e-scooters.redy is the new App-based mobility platform of Rheinbahn. The App combines our products with the mobility services of further providers. Meaning: With just one App, you can use bus and train services in Düsseldorf and the surrounding region as well as other means of transport – such as bike sharing or e-scooters.
- What advantages does redy offer?
The major added value of redy: With the one-time registration in the App, all the services and providers can be used without further registration or additional App downloads.
- What functions does redy offer?
The core functions of redy include for example:
- a connection information service with real-time information
- a map view with the mobility services available in one’s own vicinity
- a ticket shop with a selection of the most important tickets with cash prices
the option to book services of the connected mobility providers.
- Which mobility service providers are integrated in redy?
Currently, in addition to selected tickets for the VRR tariff region, bicycles from nextbike, and Lime, e-scooters from VOI and Lime, e-scooters and e-bikes from Dott, cars and vans from MILES, electric mopeds from eddy and taxis from Taxi Düsseldorf can also be booked with redy. Further mobility offers will be added in future, step by step.
- What does it cost to use redy?
The use of redy and the use of the redy identifier is essentially free of charge. Your mobile phone provider may, however, levy communication charges. In addition, costs are incurred when booking services or tickets.
- Where can I get the redy App?
The App can be downloaded free of charge from the Apple App Store and the Google Play Store.
- With which operating systems can I use redy?
redy is available for iOS and Android based mobile phones. We recommend OS version 13.0 or later for iOS and OS version 8.0 or later for Android.
- How are CO2 emissions calculated in the connection information?
The CO2 emissions data of a connection is based on a mix of average values, depending on the means of transport, duration and length of the connection.
Registration / log-in
- How can I register in the redy App?
After downloading the App, you can open the App and click on the “Register” button in the “Account” menu. You will then be directed to the “Meine Rheinbahn” menu, where you can either log in with your existing “Meine Rheinbahn” account or create a new account. After registering and logging in to the “Meine Rheinbahn” account, you can log in to the “Account” menu of the redy App and will be registered in the redy App after agreeing to the terms and conditions of use as well as the privacy policy.
- Can I also use redy without registering / logging in?
The use of redy without registration or in a non-registered state is possible to a limited extent. Specifically, however, booking mobility services or purchasing tickets is only possible for registered users.
- What is “Meine Rheinbahn”?
“Meine Rheinbahn” is the new central online service for creating and managing your login data (single sign-on). This service makes it easier to use the various Rheinbahn services without having to create a separate user account (currently: AboOnline, redy, Rheinbahn App). Further data is required to book services. This is prompted and stored separately in the individual online services.
- Why do I need the “Meine Rheinbahn” account to log in to the redy App?
redy is linked to the new central online service “Meine Rheinbahn” to create and manage your user account. Once registration is complete, these login details can also be used to access other Rheinbahn online services without having to create another user account (currently: AboOnline, redy, Rheinbahn App).
- Why do I have to provide additional data even though I already have a “Meine Rheinbahn” account?
Only the master data (name, e-mail address) is currently stored in the “Meine Rheinbahn” account, Further data is required for the booking of services. This data shall be requested and stored separately in the individual online services.
- Can I register using my account at one of the affiliated mobility providers or the Rhenbahn App?
No, a separate redy account is required to log in to the redy App. If you are already registered with the new Rheinbahn App, you can also use the login data (“Meine Rheinbahn”) for redy.
- Is there a minimum age to use redy?
To use a mobility service or make a ticket purchase, you must be at least 18 years old. For this reason, the minimum age for registration is 18 years.
- Where can I change my password?
To change your password, first log out via the account page. Then use the “Password forgotten?” function on the “Meine Rheinbahn” page and reset your password. You will receive an e-mail containing further instructions.
- What can I do if I have forgotten my password?
You can reset your password using the “Forgotten password?” function in the login screen of "Meine Rheinbahn".
- What can I do if I have forgotten my access e-mail?
If you have forgotten your access e-mail to “Meine Rheinbahn”, please contact Customer Service: redy@support-rheinbahn.de
User account
- How can I change my data in the redy user account?
You can change your personal data in the section “Personal data” under “Account”.
- Why can’t I change my name and my e-mail address?
Your master data stored in the “Meine Rheinbahn” account (name, e-mail address) cannot be changed via the redy App. Please contact Customer Support if you have any problems. redy@support-rheinbahn.de.
- How can I activate the mobility services?
After completing your personal data and providing valid payment information, the available mobility services will be activated automatically. Please note that to use certain mobility services, a driving licence verification is also required.
- How can I deactivate specific mobility services?
It is essentially not possible to deactivate specific mobility services. However, you can use the filter function to deactivate individual means of transport if you do not want them to be displayed.
- What do I need to bear in mind when verifying my driving licence?
Driving licence verification is performed directly in the App through the provider Identity Trust. Please note that only EU driving licences valid for at least one year can be accepted.
If you have any problems with the check, please contact our Customer Service: redy@support-rheinbahn.de - Why are only driving licences accepted that have been valid for at least one year?
In the case of newly-qualified drivers with a driving licence that has been valid for less than one year, additional fees apply with the mobility provider MILES. For this reason we have deactivated the verification option for persons with a driving licence that has been valid for less than one year.
- How can I delete my redy account?
In the account settings, you can use the “Delete account” function to request the deletion of your account and deactivate your account. After a manual check, we will delete your account, provided that there are no legal retention periods to the contrary.
Booking / ticket purchase
- How can I find mobility services in my area and how can I use them?
The map view (“Map”) shows the available mobility services in your area. When you select a stop or a vehicle, you will be shown detailed information and booking options. In logged-in mode, you can buy a ticket or book a vehicle directly. redy guides you step-by-step through the purchase or booking process.
- How can I find the optimum connection for me, and how can I use this?
In the connection information (“Connection”) you can select your starting point and destination as well as your planned departure time. Further preferences – such as the maximum walking distance or the selection of individual means of transport – can be individually adapted to your needs via the filter setting.
You can also sort the connection results according to various criteria (e.g. departure time or travel costs).
After selecting a connection, you will be shown detailed information and booking options. In logged-in mode, you can buy a ticket or book a vehicle directly. redy guides you step-by-step through the purchase or booking process. - How do I pause or end a trip?
A booking in progress is indicated by a timer (duration of the booking) running in the top right-hand corner. If you want to pause or end the booking, clicking on the timer will take you to your current booking. redy will then guide you step-by-step through the pausing or ending process.
You can also obtain further information about the individual mobility services by clicking on the FAQ button after selecting a vehicle. - Who can I contact if I have problems before, during or after a booking?
If a problem arises, please directly contact the partner with whom you would like to book or have booked the journey. You will find the contact options directly on the screen after a vehicle has been selected, as well as in the “Account” menu under “Provider”.
- How can I cancel a journey?
It is essentially the case that a journey that has been completed cannot be cancelled. In case of problems involving a booking that has been made, please contact the respective mobility provider.
- Am I a customer of Rheinbahn or of the mobility provider during a journey?
The contract is concluded with the respective mobility provider, whereby Rheinbahn may also be the mobility provider (in the case of a ticket purchase).
- Do the mobility provider’s terms and conditions of use and privacy policy apply?
When registering with redy, you must agree to redy’s terms and conditions of use and privacy policy. When booking mobility services of a provider via the App, the provisions of this provider also apply.
- Can journeys or tickets be booked for other people?
No, all booked services and tickets are non-transferable and can only be used by the App user. Vehicles and tickets can therefore not be used by third parties.
- Can I also use existing season tickets or packages from mobility providers in redy?
No, unfortunately, booked season tickets or packages that you have booked or purchased with mobility providers cannot be used via redy.
An exception is the nextbike season ticket bonus for Ticket2000 and the BärenTicket of Rheinbahn: With every ride on a nextbike in Düsseldorf, the first 30 minutes are free. For this purpose, please enter your chip card number under the account > provider > nextbike. Please note that the chip card number can be stored either in the nextbike App or the redy App (not in both at the same time).
- Where can I find my bookings?
You can find your current and past bookings in the “Bookings” menu.
- Where can I find my invoices?
Invoices for past bookings can be found in the “Bookings” menu – after selecting the booking for which the invoice is to be downloaded. For bus or tram tickets, you will find the option to download the invoice directly in the ticket layout.
- Who can I contact if I have questions relating to an invoice?
If you have any questions about an invoice, please contact the respective mobility provider.
- Which tickets can I purchase via redy?
With redy you can purchase a selection of tickets in accordance with the joint tariff of Verkehrsverbund Rhein-Ruhr (VRR). The following range of tickets is currently available via redy: Single ticket, set of 4 tickets and set of 10 tickets, HappyHourTicket, 24-hour ticket, 48-hour ticket.
- How can I cancel a ticket?
It is essentially the case that a ticket that has been bought cannot be cancelled. In case of problems involving a ticket that has been bought, please contact Customer Service: redy@support-rheinbahn.de.
- Where can I find my bought tickets?
You can find your valid and validated tickets in the “Tickets” menu under “My Tickets”.
- Can I also buy season tickets via redy?
Season tickets cannot be bought via redy (also see “Which tickets can I purchase via redy?”). To purchase season tickets, please use our digital services such as AboOnline or the Rheinbahn App.Season tickets cannot be bought via redy (also see “Which tickets can I purchase via redy?”). To purchase season tickets, please use our digital services such as AboOnline or the Rheinbahn App.
- Can I also see the tickets I bought in the Rheinbahn App in redy?
No, tickets purchased in the Rheinbahn App cannot be accessed in the redy App.
- Taxi: Do I pay for my ride in the taxi or in the App?
Your taxi journey is settled directly via the App. Payment in the taxi (cash, EC or credit card) is not intended.
- Taxi: How do I define the start and end of the journey?
To order a taxi, a fixed starting location is required (address + house number, public transport stop or current position); entering a destination is optional.
- Taxi: Can I also order a taxi based on my location?
A taxi can also be ordered on the basis of your current location. Please check the identified address before ordering.
- MILES: Refueling process
MILES has adapted the refueling process: The cars are now "refueled" via digital process and not via physical fuel cards anymore.
Digital refueling is not yet possible via redy. Therefore, cars with a fuel level < 25 % are not visible in the map. Please note: If the fuel level of the vehicle has dropped < 5% at the end of your trip, you cannot terminate the ride via app. Please contact Miles customer service directly: 030-8379 5170.
- MILES: What do I need to consider with electric vehicles?
It is not yet possible to charge electric vehicles via redy. For this reason, vehicles with a battery level < 30% are currently not displayed in the app.
Please note: If the battery level is < 10% at the end of the journey, the rental can no longer be cancelled via the app. In this case, please contact MILES support directly: 030-8379 5170.
Voucher
- How can I use vouchers in redy?
To redeem the vouchers, a fallback payment method must first be stored.
The voucher codes can then be redeemed and activated (Account - Vouchers area). After successful activation, the voucher is listed in the Account - Payment methods area.
Please note that a maximum of one voucher code or value can be activated per campaign.
The voucher value can then be used for all mobility offers in the app and is valid until fully used or until the end of the campaign.
- Why is my voucher code not accepted?
Please check whether the voucher code is valid (campaign period). In addition, a fallback payment method must be stored for the redemption of the vouchers.
- What mobility offers can I use with a voucher?
The voucher value can be used for all mobility offers in the app and is valid until fully used or until the end of the campaign.
Payment
- With which payment types can I use redy?
The payment methods SEPA direct debit card, credit card (VISA, Mastercard, American Express) and PayPal are available for the use of the services.
You deposit your means of payment with our financial service provider LogPay when you enter your user account details. - What happens to my payment information and where can I find additional information?
The payment process is handled by our financial service provider LogPay. Further information about the payment process is available on the LogPay website: https://faq.logpay.de/en/
- How can I change my chosen payment method?
Using the “Account” menu you can add further payment methods or remove stored payment methods. Please note that at least one valid payment method is required to use the App, and for this reason it is not possible to delete all the payment methods.
- When or how will the settlement take place?
Payments shall be due after invoicing by the Mobility Provider. Invoicing usually takes place after the use of the respective mobility service, but in individual cases also at the beginning of the following month. Details can be found in the general terms and conditions of business of the respective Mobility Provider.
- Credit card payment: Why is €1 charged when a credit card is deposited?
No amount is actually debited, only a reservation of €1 is made. For security reasons, the credit card is checked for validity. The data provided will be transmitted to the respective card-issuing institution and an amount of € 1 will be reserved. The reservation usually expires automatically within two weeks. The euro will not be debited.
- What do I have to consider when paying by PayPal?
In the case of some services, the amount of the claim is not known before the start of the journey. For this reason, a sum is authorised with PayPal at the start of the booking. A claim arises only when the sum of the final due price has been determined; the residual reserved amount will then lapse. The amount of the authorisation depends on the particular mobility service: nextbike GmbH: EUR 3, MILES Mobility GmbH: EUR 15, Taxi Düsseldorf eG: EUR 20, eddy (Stadtwerke Düsseldorf AG): EUR 5, VOI Technology Germany GmbH: EUR 5, Lime Electric Ireland Limited: EUR 5, Dott: EUR 5.
Support / help
- Who can I contact if I have questions relating to a journey?
If you have any questions or if a problem arises, please directly contact the partner with whom you would like to book or have booked the journey. You will find the contact options directly on the screen after you have selected a vehicle from the respective provider.
- Who can I contact if I have questions relating to a ticket purchase?
If you have any questions or if a problem arises in conjunction with a ticket purchase, please contact Rheinbahn Customer Support directly: redy@support-rheinbahn.de.
- Where can I provide feedback and suggestions for improvements to redy?
We are always happy to receive feedback and suggestions for improvements to redy. Please use the feedback form in the App or contact Rheinbahn Customer Service directly: redy@support-rheinbahn.de
- Who can I contact if I have questions about using the app?
If you have any questions or problems in connection with the redy app, please use the feedback form in the app or contact Rheinbahn Customer Support directly redy@support-rheinbahn.de.
Data protection
- How is personal data handled in the redy App?
The protection of your privacy is very important to us. Your personal data will only be processed in accordance with data protection regulations. Details about how personal data is handled is available under “data protection” within the App.
- How can I delete my redy account?
In the account settings, you can use the “Delete account” function to request the deletion of your account and deactivate your account. After a manual check, we will delete your account, provided that there are no legal retention periods to the contrary.