Question 1

How can I submit expense claims?

Accepted Answer

1. Where can I submit my expense claims?

You can easily submit expense claims via:

The Gaiyo Portal: convenient for managing expense claims on your computer or laptop. Click here to go to the Portal.

The Gaiyo App: ideal for submitting expense claims on the go from your smartphone.

2. How do I submit an expense claim via the Gaiyo Portal?

Log in to the Gaiyo Portal.

Go to the Expense Claims section.

Select the type of expense claim (e.g., commuting, business, working from home).

Fill in the required information.

Send the expense claim to your employer.

3. How do I submit an expense claim via the Gaiyo App?

Download and open the Gaiyo App.

Log in with your business Gaiyo Account.

Go to the Expenses section.

Select New expense claim.

Select the type of expense claim and fill in the details.

Send your expense claim immediately.

Haven't installed the Gaiyo App yet? Click on this link and log in as a business user.

4. What expense claims can I submit?

Depending on your employer's policy, you can submit the following expense claims via the Portal and App:

Commuting (e.g., by private car or bicycle).

Business mileage.

Working from home allowance: if your employer offers this, you can easily claim an allowance for each day you work from home.

Other travel-related expenses (e.g., parking or toll fees), if permitted by your organization.

5. How are expense claims processed?

Once you have submitted an expense claim, it is automatically forwarded to your employer.

The status of your expense claim (e.g., submitted, approved, or processed) is visible in the Portal and App.

Claims are linked to your employer's HR/Payroll processes for fast and error-free processing.

In short: Whether it's miles, days working from home, or other reimbursements, you can easily submit everything via the Gaiyo Portal or App, fully aligned with your employer's policy.

Question 2

How do I claim my mileage via the Gaiyo Portal and App?

Accepted Answer

1. Log in

Via the Portal

Go to mijn.gaiyo.com.

Log in with your business Gaiyo Account.

Via the App

Download and open the Gaiyo App (iOS or Android).

Log in with your business Gaiyo Account.

2. Create a new expense claim

In the Portal

Click on “Expense claims” in the menu.

Click on the “New claim” button and select the option “Home/work” or “Business trip”.

Fill in the details:

Select the date of your trip.

Have you made the trip more than once? Select multiple days (e.g., all working days of the month).

Select the vehicle type and drive system.

Select One-way trip if you did not make a return trip.

Enter the departure and arrival addresses. Suggestions will be displayed as you type.

The system automatically calculates the distance (one-way or return trip).

Add a comment or additional information if necessary.

If you make the trip more often, save it as a favorite.

Click on Save.

In the app

Go to the “Expenses” section.

Tap on the “New expense claims” section.

Select “Mileage claim”.

Enter the details:

Date and type of trip (one-way or return).

Vehicle type and (if necessary) additional information.

Departure and arrival addresses (filled in automatically).

Purpose of the trip (business or home/work).

Additional information (if necessary).

Tap Save to add the claim.

3. Claim status and submission

Each claim is assigned a status, both in the Portal and in the App:

Draft – created but not yet submitted.

Submitted – submitted for approval.

Approved – accepted by employer.

Rejected – rejected by employer (ask your employer for the reason).

Processed – expense claim has been paid/processed.

Submit

Select the expense claim(s).

Click/tap Submit.

The status will change to Submitted.

Only approved expense claims will be submitted by Gaiyo to your employer for payment at fixed times.

Delete

You can delete expense claims that have not yet been processed yourself, even if they have already been Submittedor Approved.

Select the expense claim and click/tap on Delete.

4. Expense claims other than mileage

Depending on your employer's policy, you can also submit the following via Portal and App:

Working from home allowance per working day.

Parking and toll fees.

Other business travel expenses.

5. Questions and contact

Do you have questions about submitting expense claims?

Call: 0900-6624649

Email: business-support@gaiyo.com

6. Privacy and terms and conditions

Expense claims are always processed in accordance with the applicable GDPR guidelines.

See also the Privacy Policy and Terms and Conditions.

In short: whether you are sitting at your desk or on the road, with the Gaiyo Portal and the Gaiyo App, you can easily claim all your business mileage, commuting mileage, and working from home allowances.

Question 3

How do I claim my work-from-home allowance via the Gaiyo App and portal?

Accepted Answer

1. Log in

Via the Portal

Go to my.gaiyo.com.

Log in with your business Gaiyo Account.

Via the App

Download and open the Gaiyo App (iOS or Android).

Log in with your business Gaiyo Account.

2. Create a new expense claim

In the Portal

Click on “Expense Claims” in the menu.

Click on the “New Expense Claim” button and select the option “Working from Home Allowance”.

Fill in the details:

Select the date when you worked from home.

Have you done this more than once? Select multiple days (e.g., all Mondays of the month).

Add a comment or additional information if necessary.

Click Save.

In the App

Go to the “Expenses” section.

Tap on the “New Expense Reports” section.

Select “Working from home allowance”.

Enter the details:

Date.

Additional information (if necessary).

Tap Save to add the expense claim.

3. Expense claim status and submission

Each expense claim is assigned a status, both in the Portal and in the App:

Draft – created but not yet submitted.

Submitted – submitted for approval.

Approved – accepted by employer.

Rejected – rejected by employer (ask your employer for the reason).

Processed – claim has been paid/processed.

Submit

Select the claim(s).

Click/tap on Submit.

The status will change to Submitted.

Only approved expense claims will be submitted by Gaiyo to your employer for payment at fixed times.

Delete

You can delete expense claims that have not yet been processed yourself, even if they have already been Submittedor Approved.

Select the expense claim and click/tap on Delete.

4. Expense claims other than mileage

Depending on your employer's policy, you can also submit the following via Portal and App:

Mileage claims per working day.

Parking and toll fees.

Other business travel expenses.

5. Questions and contact

Do you have questions about submitting claims?

Call: 0900-6624649

Email: business-support@gaiyo.com

6. Privacy and terms and conditions

Expense claims are always processed in accordance with the applicable GDPR guidelines.

See also the Privacy Policy and Terms and Conditions.

In short: whether you are sitting at your desk or on the road, with the Gaiyo Portal and the Gaiyo App, you can easily claim all your business mileage, commuting, and working from home allowances.

Question 4

How is the travel distance determined?

Accepted Answer

1. Why is travel distance important?

To calculate the travel allowance, your employer uses the travel distance between your home and your place of work and/or business destination. This is based on the one-way travel distance in kilometers.

2. How is the travel distance calculated?

The travel distance is determined as the sum of the separately rounded outward and return journeys.

The method of rounding (e.g., always up or down) is determined by your employer.

3. Can I adjust the calculated travel distance?

Yes, as a user, you can adjust the distances calculated by the system.

This is possible, for example, if your actual route structurally deviates from the automatically calculated route.

When making an adjustment, you must always provide an explanation so that your employer understands the reason for the change.

4. Where can I see my travel distance?

In the Gaiyo App and Portal, the calculated distance is automatically displayed when creating a claim.

There you will see the rounded distance used for the reimbursement.

5. Who determines the rules for calculation and rounding?

The final method for rounding kilometers and approving adjustments is determined entirely by your employer.

In short: the travel distance is calculated automatically, rounded according to your employer's rules, and if necessary, you can make an adjustment yourself, provided you substantiate this with an explanation.

Question 5

Log in to the Gaiyo portal

Accepted Answer

1. How can I log in to the Gaiyo Portal?

You log in with your Gaiyo Account. These are the same login details you use for the Gaiyo App.

Here's how it works:

Go to the Gaiyo Homepage.

Click on “My Gaiyo” in the top right corner.

Enter your business Gaiyo account details (email address and password).

2. Which login methods does the Portal support?

Email address & password: the standard method for all business users.

Single Sign-On (SSO): if your employer has enabled this, you can log in directly with your company account.

Two-factor authentication (2FA): For extra security, you can strengthen your login with an authenticator app (e.g., Google Authenticator or Microsoft Authenticator).

3. How does logging in with 2-factor authentication work?

When 2FA is enabled for your account:

Log in with your email address and password (or via SSO).

Open your authenticator app on your phone.

Enter the temporary 6-digit code that appears in the app.

This provides an extra layer of security in addition to your password.

4. Can I use the same credentials for the Gaiyo App and Portal?

Yes. Your Gaiyo Account is a single central account that gives you access to both the Gaiyo App and the Gaiyo Portal.

5. What should I do if I forget my password?

Click on “Forgot your password?” on the login page.

Follow the instructions in the email to set a new password.

Have you activated 2FA but no longer have access to your authenticator app? Contact the Gaiyo Service Desk or your internal HR/mobility manager.

6. I can't log in, what now?

First check:

Whether you are using the correct login method (password, SSO, or 2FA).

Whether your internet connection is stable.

Whether your account has been activated by your employer.

If this does not help, please contact the Gaiyo Service Desk or your internal administrator.

In short: With your business Gaiyo Account, you can easily log in to both the Portal and the App. Employers can enable Single Sign-On for added convenience and security if desired.

Question 6

View trips in the Gaiyo Portal

Accepted Answer

1. How can I view my trips in the Gaiyo Portal?

By logging into the Gaiyo Portal, you can access your personal trip overview. Here you can see all the transactions you have made with your Gaiyo Card, budget, or bookings via Gaiyo.

2. What information can I see about my trips?

In the trip overview, you will find:

Date and time of the trip.

The means of transport used (e.g., train, bus, shared car, bicycle, Moped).

The costs and payment method (e.g., employer budget, expense claim, or personal payment).

3. Can I filter or search my trips?

Yes, in the Portal you can easily filter your trips by period, status, or category. This makes it clearer and helps with expense claims or reports.

4. What can employers or administrators see about my trips?

Employers have insight into the business trips made via the Gaiyo Portal, in line with the agreements within your organization.

Data is always processed in accordance with the GDPR guidelines and only shared with your employer to the extent necessary for administrative, HR, or payroll purposes.

5. How up-to-date is the trip overview?

Trips you make with your Gaiyo Card automatically appear in the Portal as soon as the transaction has been processed by the carrier.

Bookings made via the Gaiyo App are visible in the Portal almost immediately.

In short: in the Gaiyo Portal, you will find a complete and up-to-date overview of all your business trips, including costs, payment method, and sustainability insights.

Question 7

What is the Gaiyo Portal?

Accepted Answer

The Gaiyo Portal is your personal online user environment within Gaiyo. The portal gives you access to all your mobility options, travel details, and (if applicable) the products and budgets available to you through your employer in a single overview.

You can access the Gaiyo Portal via the “My Gaiyo” button at the top right of the Gaiyo Homepage.

What can I do in the Gaiyo Portal?

In the Portal, you can, among other things:

Make and manage bookings

Reserve or change your car and taxi bookings.

View travel transactions

View a complete overview of your trips, including costs and means of transport used.

Manage your Gaiyo Card

View your card details linked to your account. With the Gaiyo Card, you can travel carefree by public transport and various other mobility services.

View employer budget

If your employer has assigned you a Gaiyo Budget, you can view your balance, transactions, and terms of use here.

Submit mileage claims

Easily record your commuting and business mileage and submit it directly to your employer.

Commute registrations

Quickly and easily report your commutes and work-from-home days with the Gaiyo commute calendar.

Reports and administration

Gain insight into your travel behavior and, for employers, collect reports on employee travel to reduce the workload for HR and Payroll.

Who is the Gaiyo Portal intended for?

The Gaiyo Portal has been developed for:

Employees with a Gaiyo subscription or budget through their employer.

Employers and administrators: organizations that facilitate and manage mobility through the Gaiyo Employer Portal.

What are the advantages of the Gaiyo Portal?

All mobility in one platform: from public transport to shared cars, from shared (cargo) bikes to taxis.

Ease of use: book, change, or claim all your trips from one environment.

Sustainability: insight into CO₂ emissions and the possibility to travel more sustainably.

Financial overview: one central place for costs, budgets, and claims.

Employers unburdened: integration with HR and payroll processes, minimizing administration related to mobility.

How does the Gaiyo Portal differ from the Gaiyo App?

The Gaiyo App is focused on being on the go: booking, planning, and traveling immediately.

The Gaiyo Portal is focused on management and overview: transactions, budgets, expense claims, and administration.

Together, they form a complete ecosystem for personal and business mobility.

How does the Gaiyo Portal contribute to sustainable mobility?

Insight into CO₂ emissions from your travels.

Encouraging shared mobility instead of private cars.

Supporting employers in implementing sustainable mobility policies, such as reducing parking pressure and increasing the use of public transport or bicycles.

Question 8

My email address has changed. Where can I update my login details?

Accepted Answer

1. What should I do if my email address has changed?

If your business email address has changed (e.g., due to a name change, migration, or new employer), this must also be updated in your Gaiyo Account.

2. How can I have my email address changed?

Please contact Gaiyo Customer Service:

0900-662 46 49

business-support@gaiyo.com

Customer service is available 24/7 and will help you with the change.

3. Are there any additional steps when changing from a business to a personal email address?

Yes. If your account is transferred from a business to a personal email address, Gaiyo always requests approval from your employer. This is necessary to ensure that the agreements regarding your mobility rights are correctly transferred.

4. Will my password also be changed?

No. Only your username (email address) will change. You can continue to log in with your existing password. If you want to reset it, you can do so via “Forgot your password?” in the Gaiyo Portal.

In short: always contact Gaiyo Customer Service when changing your email address. If you are changing from a business to a personal email address, approval from your employer is also required.

Question 9

My password for account activation and card application has expired. What now?

Accepted Answer

1. What should I do if my password has expired?

If your password for account activation or card application has expired, you can easily reset it yourself.

2. How do I request a new password?

Go to the login screen of the Gaiyo Portal (my.gaiyo.com).

Click on “Forgot your password?”.

Enter your business email address.

You will immediately receive an email with a temporary login token.

3. How do I use the login token?

The login token gives you 20 minutes to set a new password.

Important: keep the browser tab in which you requested the login token open.

Enter the login token you received immediately and set a new password.

4. What if it doesn't work?

Request a new token by clicking on “Forgot your password?” again.

Check that you are using the correct email address (the email address registered with Gaiyo by your employer).

Still not working? Contact the Gaiyo Service Desk at:

0900-6624649

business-support@gaiyo.com

In short: if your password has expired, you can reset it via “Forgot your password?” in the Portal. With the temporary token, you have 20 minutes to set a new password.

Question 10

What does my Gaiyo Account consist of?

Accepted Answer

1. What is a Gaiyo Account?

Your Gaiyo Account is the central access point to all of Gaiyo's business mobility services. With a single account, you have access to your portal, app, and card, which you can use to arrange and manage all your travel and mobility needs.

2. What does my Gaiyo Account consist of?

A Gaiyo Account consists of three parts:

Gaiyo Portal – your online user portal

Overview of travel transactions, expense claims, budgets, and travel products.

Manage your business mobility and reports.

Gaiyo App – the mobile application

Plan trips, purchase tickets, and book shared mobility.

Direct access to digital tickets and reservations.

Gaiyo Card – the physical mobility card

Can be used as a public transport chip card throughout the Netherlands.

Suitable for train, bus, tram, metro, and additional mobility services.

3. How do these components work together?

With the Gaiyo Card, you can physically travel on public transport and affiliated mobility services.

You use the Gaiyo App on the go to plan your trip, purchase tickets, and book shared mobility.

In the Gaiyo Portal, you manage everything centrally: from transactions and budgets to expense claims and reports.

In short: your Gaiyo Account consists of the Portal, the App, and the Card. Together, they form a complete system for business travel and mobility management.

Question 11

What is my Gaiyo Account username?

Accepted Answer

1. What is my username?

Your username is the email address that your employer has registered with Gaiyo on your behalf.

2. What do I use this username for?

You use this email address to log in to:

The Gaiyo Portal (my.gaiyo.com).

The Gaiyo App (iOS or Android).

3. Can I change my username myself?

No. Your username (your business email address) is managed by your employer.

Is your email address changing (for example, due to a name change or internal migration)? Please contact your HR department or manager so that this can also be updated in Gaiyo.

4. What should I pay attention to when logging in?

Always use the business email address registered by your employer.

Check that you are using the correct password or Single Sign-On (SSO).

If you encounter any problems, please contact the Gaiyo Service Desk or your internal administrator.

In short: your username is always your business email address.

Question 12

What should I do if I forget my password?

Accepted Answer

1. What should I do if I forget my password?

If you forget your Gaiyo password, you can easily reset it yourself.

2. How do I request a new password?

Go to the login screen of the Gaiyo Portal (my.gaiyo.com).

Enter your work email address.

Now click on “Forgot your password?” located below the password field.

Now enter your work email address again.

You will immediately receive an email with a temporary login token.

3. How do I use the login token?

The login token gives you 20 minutes to set a new password.

Important: keep the browser tab in which you requested the login token open.

Enter the login token you received immediately and set a new password.

4. What if it doesn't work?

Request a new token by clicking on “Forgot your password?” again.

Check that you are using the correct email address (the email address registered with Gaiyo by your employer).

Still not working? Contact the Gaiyo Service Desk at:

0900-6624649

business-support@gaiyo.com

In short: if you have forgotten your password, you can reset it via “Forgot your password?” in the Portal. With the temporary token, you have 20 minutes to set a new password.

Question 13

Can I use a Greenwheels car to travel abroad via Gaiyo?

Accepted Answer

Sure! You can travel within Europe (including the United Kingdom) without special permission. Travel outside Europe is only possible with prior permission from Greenwheels.

What you need to know before your road trip:

Refueling or charging abroad:

Your Greenwheels fuel or charging card only works in the Netherlands.

You can refuel/charge yourself and claim receipts via your profile; the costs will be settled with your invoice.

Environmental zones and vignettes:

Many countries have environmental zones or toll vignettes. Greenwheels cars are not equipped with these stickers as standard.

Arrange your vignette or environmental sticker yourself in good time, for example via the ANWB.

Winter tires and regulations:

In Germany, Austria, France, Italy, Norway, Sweden, and Finland, winter tires are mandatory during winter conditions (snow, ice).

Greenwheels cars are equipped with all-season tires with the 3PMSF symbol, but do not have winter tires – please take this into account.

Breakdown services and roadside assistance:

ANWB breakdown assistance is available in European countries. In case of breakdown, you can contact ANWB Roadside Assistance 24/7 on +31 10 411 31 21.

Question 14

Can I use Greenwheels cars via Gaiyo with a foreign driver's license?

Accepted Answer

Yes, you can. To use a Greenwheels car via Gaiyo, you must:

Be at least 18 years old.

Have a valid driver's license (B) from:

An EU country, the United Kingdom, or Switzerland,

Or an international driver's license, which you must show together with your national driver's license.

Verification process

Your driver's license will be electronically verified in the Gaiyo app during your registration.

In case of a suspicious or invalid driver's license, Gaiyo/Greenwheels reserves the right to refuse you or block your account.

Question 15

Do I have to return the Greenwheels car to where I picked it up?

Accepted Answer

Yes, you must always return the Greenwheels car to the fixed, designated parking spot from where you picked it up. Each car has its own fixed return location.

Return guidelines:

Always park in the assigned spot to ensure that there is a spot available for the next user.

Return the car with at least ¼ tank of fuel, or for electric vehicles: connected to the charging station.

Park on time and within the assigned space to avoid fines or additional costs.

Question 16

How do I book a Greenwheels car via the Gaiyo app?

Accepted Answer

Follow these steps to easily reserve a Greenwheels shared car:1. Open the Gaiyo app and tap the orange map icon next to “Car” on the dashboard.

2. Search the map for a Greenwheels car in your area (zoom level affects your overview).

3. Tap the car in the list – recognizable by its license plate and make.

4. View details such as location, rates, and terms and conditions. Press “Book” to confirm.

5. Select the desired rental period (minimum 1 hour) and choose a prepaid mileage package if desired.

6. Check your details and tap “Confirm” to complete the reservation.

7. After booking, you will see the reservation immediately in your dashboard under ‘Current’. For reservations on a future date, you can find them under ‘Tickets & Reservations’.

Question 17

How do I end the rental of a Greenwheels car via Gaiyo?

Accepted Answer

Please note: Greenwheels cars must always be returned to their designated parking spot, the spot where you picked them up. Each car has its own designated location, which is also visible in the app.

Steps to end the ride correctly:

Park the car in the designated parking space, within the designated area. Make sure that the car returns with at least ¼ tank of fuel, or, in the case of an electric car, that it is connected to the charging station.

2. Open the Gaiyo app and tap on your active Greenwheels reservation in the dashboard.

3. Tap “End rental.”

4. Follow the instructions:

Lock the key, fuel card, or charging card in the appropriate place (glove compartment/on-board computer).

Close windows, doors, and turn off lights.

Tap “End trip” to lock the car via the app.

6. After completion, you will immediately receive a confirmation and the ride will be invoiced; you can find your booking history under Menu → Wallet → Transactions.

Why is it mandatory to return items to their original location?

Every Greenwheels car has its own designated pick-up and drop-off location, ensuring availability for all users.

Question 18

How do I open a Greenwheels car and start the reservation via Gaiyo?

Accepted Answer

Follow these steps to successfully start your Greenwheels car journey:1.  Open the Gaiyo app and tap on your active reservation on the dashboard.

2. Tap “Start trip” to unlock the vehicle via the app.

3. Receive your personal PIN promptly, especially if the car has recently been upgraded. Enter it via the app or the in-car display to unlock the car and key/card holder.

4. Remove the key, fuel or charging card from the holder in the glove compartment.

5. Is the car equipped with Bluetooth unlocking (such as VW ID.3)? If so, make sure that Bluetooth is enabled on your phone.

6. Start the engine or put the car in Drive, depending on the type of vehicle.

In a single overview

ActionWhat you need to doOpen reservationTap “Start ride” in the Gaiyo app.Obtaining unlockingReceive and use the PIN (or Bluetooth unlock)Grab your keys and cardRemove this from the holder in the glove compartment.Starting the engineUse key or automatic unlocking via app

Question 19

How do I refuel a Greenwheels car via Gaiyo?

Accepted Answer

Greenwheels cars are equipped with a fuel card in the glove compartment, which allows you to refuel for free in the Netherlands if you have at least ¼ tank of fuel left at the end of your trip. Follow these steps:

Open the Gaiyo app and go to your active trip.

↳ The app will display the PIN code for the fuel card.

Take the fuel card from the on-board computer or from the key/card holder in the glove compartment. All cars run on E10 gasoline, except for the Caddy van (B7 diesel).

Note the mileage in the app before refueling. This is required for the transaction.

Open the fuel cap: use the key provided by Greenwheels. Turn it half a turn to the left to release it.

Refueling:

At an unmanned station: insert the fuel card and follow the instructions, including entering your PIN and mileage. Select ‘No’ for ‘replacement transport’ and fill up the tank.

At a manned station: refuel first, then pay inside with the card (including PIN and mileage).

Close the fuel cap and store the fuel card safely in the glove compartment or card/key holder.

Why refuel?

Make sure there is at least ¼ tank left when you return the vehicle to avoid fines.

Refueling is included in your trip price, so it is free of charge via the fuel card.

Question 20

I can't drive any further—what should I do with a Greenwheels car via Gaiyo?

Accepted Answer

If you have to stop because your car won't drive or is sounding alarms, follow these steps immediately:

Find a safe place to stop

If you are on the highway, position the car so that you can safely move behind the guardrail.

Call Greenwheels immediately for roadside assistance

Greenwheels is available 24/7 on 088 2100 100

Call 112 in case of emergencies

In dangerous situations such as accidents, fire, or serious injury, immediately contact 112.

Follow the instructions

Provide your location and describe what is happening; Greenwheels or the emergency services will arrange the appropriate assistance for repairs, towing, or assistance.

Question 21

The designated spot for my Greenwheels car is occupied – what should I do?

Accepted Answer

Park your car as close as possible to the designated spot, within the assigned station or area.

Avoid disabled parking spaces, loading and unloading zones, sidewalks, entrances and exits, or other places where you may obstruct traffic or pedestrians.

Only park in legal public spaces; in a paid parking zone, check that you are within the correct permit area (found in your booking information).

Call the Greenwheels team or Gaiyo customer service on 088‑527 2850. They will be able to register the situation and help the next user.

These steps ensure that your trip is properly completed and that everyone is aware of the unusual parking situation.

Question 22

What happens if I commit a traffic violation with a shared car via Gaiyo?

Accepted Answer

If you commit a traffic violation while driving a shared car (e.g., speeding or parking fine), the following rules apply:The fine will be forwarded to youEvery fine will be settled by the shared car provider via your account, because you are formally responsible as the driver.Administration costsIn addition to the fine, administration costs will be added.

Question 23

What should I do in case of an emergency or breakdown with a Greenwheels car via Gaiyo?

Accepted Answer

In the event of a breakdown or emergency during your journey, follow these clear steps:

Ensure safety:

Stop the car in a safe place, off the road.

If you break down on the highway, leave the car and move behind the guardrail.

Call Greenwheels roadside assistance immediately:

Greenwheels is available 24/7 on 010 793 39 70 to arrange roadside assistance or other assistance.

Call 112 in case of emergency:

In serious situations such as accidents, fire, or personal injury, contact 112 immediately.

Follow the instructions:

Follow the instructions of the roadside assistance employee.

Note the situation (such as location and symptoms) if requested.

Question 24

Which cars does Greenwheels have available through Gaiyo?

Accepted Answer

Greenwheels offers a varied fleet of more than 2,900 cars in 185+ cities, divided into different categories:

Compact city cars

Volkswagen up! (fuel variant, manual transmission) – 4 passengers, approx. 600 km range

VW e‑Up!, Skoda CITIGOe, Seat Mii electric – fully electric, automatic transmission, approx. 210–260 km range.

Mid-range

VW Polo (gasoline, manual) – 5 passengers, approx. 650 km range

VW ID.3 – 100% electric, automatic, approx. 346 km range

Station wagon & delivery van

VW Golf Variant (gasoline, manual) – 5 passengers, spacious trunk

VW Caddy (diesel, manual) – 2 passengers, plenty of cargo space

VW e‑Caddy Maxi – electric delivery van, automatic transmission, suitable for larger cargo needs

General features

All cars are equipped with ISOFIX, radio, air conditioning, phone holder, and roadside assistance

Range and specifications (automatic transmission, cargo space) per model listed in the Gaiyo app under “specifications”

Question 25

What cars does MyWheels offer via Gaiyo?

Accepted Answer

MyWheels is the largest car-sharing provider in the Netherlands, offering thousands of vehicles at more than 300 locations, including 185+ cities. The fleet is divided into three categories:

1. Compact

Small city cars, ideal for short trips:

Skoda CITIGOe, Citroën C1

Fiat 500, VW e‑Up! – often electric, 2‑4 seats

2. Comfort/Mid-range

More spacious models for longer use:

Renault ZOE, Citroën C3, Opel Corsa

Hyundai Kona or Ford Focus station wagon

3. Extra/Premium & Special vehicles

Larger cars and more luxurious models:

Tesla Model 3 (premium electric)

Station wagons, delivery vans, and other special types

Electric focus & innovation

More than half of the fleet is electric

Soon to be expanded with hundreds of Vehicle-to-Grid (V2G) cars, including electric Renaults

Question 26

Do I need an internet connection?

Accepted Answer

You only need to be online when you rent the bike and when you end the rental. Once that's done, you can enjoy the city in offline mode.

You unlock the bike with the Gaiyo app, which connects to the smart lock on the bike via Bluetooth.

Question 27

How do I book a BOLT e-bike?

Accepted Answer

Follow the steps below to book a BOLT e-bike via Gaiyo.

1. Open Gaiyo and tap the left icon next to Plan your trip at the bottom of the app to open the QR code scanner.

2. Scan the QR code of the BOLT bike you want to use.

3. Tap confirm to continue.

4. Gaiyo will now display the following screen with relevant information about the BOLT bike. Here you can see, for example, the current battery percentage and the vehicle ID (the 6-digit number on the right-hand side of the screen). If you tap on “How does it work?”, you will receive more general information about renting a BOLT bike via Gaiyo. Under “Prices,” you will see the standard ride price plus the price per minute ridden. If you scroll down further, you will see your current location and other BOLT bikes in the immediate vicinity.

5. Tap “Drive now” to continue.

6. Perform all checks before riding, check the bike for damage and flat tires. Tap “OK” to continue.

7. When you see the following screen, you are ready to go. Click on unlock. Get on and enjoy your ride.

Question 28

How do I end my Bolt reservation?

Accepted Answer

Have you arrived at your final destination? Find a return location via the app.Click on “End rental,” go through the check questions, and lock your bike to end your reservation.

Question 29

I can't unlock my Bolt e-bike

Accepted Answer

If you are unable to unlock your e-bike due to another technical issue, please contact our Support team.

Question 30

I cannot start or end my Bolt e-bike ride.

Accepted Answer

If you are unable to start or end your ride, please ensure that:

You are within our operating area and where parking is permitted. Area boundaries and parking restrictions are indicated on the map in the app

You have a good internet connection and your GPS is enabled.

If this does not resolve your issue, please try the following:

Close Gaiyo and reopen it

Update the Gaiyo app if a new app release is available

Update your phone's operating system

Restart your phone

If nothing else solves the problem, reinstall the app.

If you encounter other technical issues when starting or ending your ride, please contact our Support team via the app.

Question 31

Where can I use and park my Bolt e-bike?

Accepted Answer

Please note the areas below where restrictions apply, see also the map in the app:

Low-speed zone: The maximum speed of the e-bike is limited

No parking zone: Speed may be limited and parking is not permitted. Riding the e-bike in the red zone is permitted. If you leave the e-bike in this area, you may be fined

No-go area: Riding or parking in this area is not permitted.

Question 32

Am I insured when using a Check scooter via Gaiyo?

Accepted Answer

Yes, all Check-deel scooters are third-party insured, which means that damage to third parties during your ride is covered as standard. Please note the excess in the event of damage:

Third-party insurance

Coverage for damage to third parties (persons or property)

Excess of $500 per claim, which will be deducted from any insurance claims made through Check.

Damage costs up to $1,220,000 (property damage) and $6,070,000 (personal injury) are insured, in accordance with the policy conditions

When does the excess apply?

In the event of collisions, parking damage, or damage during the ride for which you are held liable

In the event of negligent use (e.g., not getting on properly or not securing the suspension properly), the excess may increase to €1,500.

Damage caused by intent or gross negligence is not insured; you remain fully liable

Question 33

Am I insured when using a Check scooter via Gaiyo?

Accepted Answer

Yes, all Check-deel scooters are third-party insured, which means that damage to third parties during your ride is covered as standard. Please note the excess in the event of damage:

Third-party insurance

Coverage for damage to third parties (persons or property)

Excess of $500 per claim, which will be deducted from any insurance claims made through Check.

Damage costs up to $1,220,000 (property damage) and $6,070,000 (personal injury) are insured, in accordance with the policy conditions

When does the excess apply?

In the event of collisions, parking damage, or damage during the ride for which you are held liable

In the event of negligent use (e.g., not getting on properly or not securing the suspension properly), the excess may increase to €1,500.

Damage caused by intent or gross negligence is not insured; you remain fully liable

Question 34

At what times can I use a Check moped via Gaiyo?

Accepted Answer

In most cities, you can use a Check shared moped between 6:00 a.m. and 1:00 a.m.

In some cities, riding is permitted 24/7. This currently applies to:

The Hague

Rotterdam

Breda

The available times may vary per municipality based on local regulations. The Gaiyo app automatically shows whether a moped is available at your location and time. Outside the permitted hours of use, the mopeds cannot be unlocked temporarily.

Question 35

Can I drive outside the service area?

Accepted Answer

You can start your ride within the service area, but it is possible to continue riding outside the area – however, with restrictions:

You must start your ride within the purple service area that you see in the Gaiyo app.

Outside the area, you can pause, but not end or park.

If you try to end the ride outside the area, you will receive an error message and will not be able to end the ride.

What if I end the ride outside the area anyway?

Parking outside the area costs an additional €0.15 per minute.

Not ending the ride? Then you won't be able to end the ride in the app, and the provider may charge a relocation fee of €50 to €70, depending on the situation.

Question 36

Do I have to return a scooter to the location where I started?

Accepted Answer

No, you don't have to. Once you've selected a scooter via Gaiyo, you can leave it anytime within the service area. There is no obligation to return to the original starting location.

Where should I park it?

Park the scooter neatly and legally within the purple service area visible in the Gaiyo app.

It doesn't matter where you park within that area, as long as the scooter complies with the parking regulations of the city in question.

Question 37

Do I have to wear a helmet on a moped (25 km/h)?

Accepted Answer

Yes, since January 1, 2023, new rules apply in the Netherlands: on all mopeds with a blue license plate (25 km/h), you are required to wear an approved helmet—both as the driver and passenger.

A moped helmet with the ECE‑22.05 or ECE‑22.06 quality mark is suitable.

A speed pedelec helmet (NTA‑8776) is also permitted.

The fine for non-compliance is €100, plus any administrative costs.

For 45 km/h mopeds (yellow license plate), the helmet requirement remains in force – choose a moped helmet with ECE approval

Question 38

Do I need a driver's license to use a scooter through Gaiyo?

Accepted Answer

Yes, you need a valid driver's license to reserve and drive an e-scooter through Gaiyo. The following rules apply:

Minimum age: 18 years

Valid driver's license:

Moped license AM, or

Motorcycle license A, or

Car license B, or

Equivalent foreign driver's license (EU/EEA)

You must have held the driver's license for at least one year.

Without a valid driver's license (AM, A, or B), you cannot reserve or use a scooter via Gaiyo.

During the first reservation where a driver's license is required, you will automatically be asked to scan it and have it validated by Gaiyo.

Question 39

How do I book a Check-moped via Gaiyo?

Accepted Answer

Follow these simple steps to book a Check-moped right away:

Open the Gaiyo app and go to the “Moped rental” or “Moped” section on the dashboard.

2. Scan the license plate of the scooter with the built-in scanner (via the icon next to ‘Plan a trip’).

3. The scooter appears on the screen: click on ‘Ride now’ to make a reservation.

4. Choose whether you want to pay for the ride with a private or business account.

5. Tap “Start the rental” to start the rental agreement.

6. The moped will appear on your dashboard with a message stating that you have 10 minutes to reach the moped.

During the ride, you can easily pause or lock the scooter using the same screen.

Question 40

How do I end the rental of a Check moped via Gaiyo?

Accepted Answer

Follow these steps to cancel your Check moped correctly and without additional costs:

Park the moped within the Check service area, preferably in a moped or bicycle parking space. Disengage the side stand so that the scooter is stable and does not cause any obstruction.

Open the Gaiyo app and go to “Purchases” or tap on your active ride in “Tickets and Reservations”.

Tap the ‘End rental’ button at the bottom of the trip overview.

Please note: you can only end your rental within the purple service zone. This is clearly visible in the app.

After tapping ‘End rental’, you will receive a confirmation; the trip is now ended and your payment has been processed.

Why lock down within the service area?

Ending your trip outside the area is not possible; the app will display an error message if you try to do so.

If you drive away and park outside the zone, you can only pause your trip, and additional costs may apply (such as a parking fee of €0.15/min or relocation costs).

Question 41

In which cities can I book a Check moped via Gaiyo?

Accepted Answer

Check is active in more than 17 Dutch cities. You can start and end rides within the purple service zones that you see in the Gaiyo app. Below is an overview of the cities and the clusters linked so far:

Available cities (June 2025):

Amsterdam

Amstelveen

Zaandam

Weesp

Diemen

Almere

Amersfoort

Breda

Delft

The Hague

Rijswijk

Leidschendam-Voorburg

Rotterdam

Schiedam

Clusters and ride connections

In some regions, parallel service zones apply, allowing you to drive between cities at no extra cost:

Amsterdam ↔ Amstelveen ↔ Zaandam ↔ Weesp ↔ Diemen

The Hague ↔ Delft ↔ Rijswijk ↔ Leidschendam-Voorburg

Rotterdam ↔ Schiedam

Please note:

Rides between clusters outside these combinations (e.g., between The Hague and Rotterdam) are not permitted and will result in a relocation fee of €70.

Even if your battery capacity is insufficient or the scooter is outside the service area, you can only pause, not end your ride.

Service area in the app

Want to always see where you can start or stop?

Open the Gaiyo app and look for the purple zone on the map. Tickets can only be ended within this zone.

Question 42

Where can I find Check mopeds via Gaiyo?

Accepted Answer

In the Gaiyo app, you can see all available Check shared mopeds in your area. Both the ‘Mopeds’ section on the dashboard and the map show the vehicles and their distance. After selecting a moped, you have 10 minutes to reach it before the reservation expires.

How does it work exactly?

Open the Gaiyo app.

Go to “Mopeds” or view the map to see available Check scooters.

Select a moped; the app will automatically show the distance to the vehicle.

You have 10 minutes to get to the moped before your ride can start.

Unlock the moped via the app and enjoy your ride.

Question 43

Where can I get help using a Check shared moped via Gaiyo?

Accepted Answer

Are you experiencing a problem starting, using, or ending a Check shared moped via the Gaiyo app? Then the Check helpdesk will help you further.

For technical support or ride problems, please contact Check directly via:

support@ridecheck.app

Please clearly state in your email:

The email address you used to log in to Gaiyo

The date and time of the ride

A brief description of the problem

Question 44

Where can I park a Check shared moped?

Accepted Answer

When you have finished your ride on a Check shared Moped, it is important to park it neatly and according to the rules. This way, we keep public spaces safe and accessible for everyone.

You may park the Moped:

In the official Moped parking spaces, if available.

Next to bicycles or other shared Mopeds, provided you do not block the passage.

In a way that does not cause any obstruction to pedestrians, wheelchair users, or traffic.

As if it were your own scooter – so neatly and with respect for the environment.

In some municipalities, there are designated parking spaces where you must park. The Gaiyo app shows whether you are within the correct area to end your ride. If you try to park outside the service area or in a prohibited place, you will not be able to complete your ride or you may receive a fine via Check.

Question 45

Where can I ride a Check moped?

Accepted Answer

Depending on the type of moped (25 km/h or 45 km/h), you must comply with the traffic rules for cyclists or motorists:

✔️ Check moped (25 km/h, blue license plate)

Follow the bicycle lane rules – use the bicycle lane unless otherwise indicated locally (such as within the A10 Amsterdam or Utrecht).

Helmet requirement since January 1, 2023 – drivers and passengers are required to wear an approved helmet (ECE‑22 or NTA‑8776).

Maximum speed: 25 km/h

✔️ Check moped (45 km/h, yellow license plate)

Follow the rules for motorists – drive on the road or moped/bike path where indicated.

Helmet requirement – helmet with ECE-22 certification is mandatory.

Maximum speed: 45 km/h

Question 46

How do I book a bicycle or e-bike via CycleHub?

Accepted Answer

Step 1: Make a reservation via the dashboard

Tap “Map” to see bikes on the map.

You can also tap “Ride” directly.

You will see the bikes on the map. Select one of the bikes at one of the hub locations.

Tap “Ride”.

You can now make a reservation.

Step 2: Make a reservation

Confirm your destination

Select “Business” if this is a business trip.

Select “Private” if you have a private account.

You will see an overview of your booking.

Tap “Confirm.”

Step 3: Start the rental

Press “Start trip” and follow the instructions.

One of the checks is to stand near a hub to start the ride.

Step 4: Choose your bike or e-bike

Select an available bike or e-bike and click on “Choose a bike”.You can now unlock the bike or e-bike and you're ready to go!

Question 47

How do I end the ride of my bicycle or e-bike via CycleHub?

Accepted Answer

End your ride or rental of the bike or e-bike by pressing “End ride.”

2. You can return the bike to any Cycle Hub parking lot. Find one on the map and make sure you are within the hub area before ending your ride.

3. Lock your bike or e-bike and press “End”

... And you're done!

Question 48

I cannot start or end my bike or e-bike ride via CycleHub

Accepted Answer

If you are unable to start or end your ride, please ensure that:

You are near the e-bike and in the correct location

You have a good internet connection and your GPS is enabled.

If the app keeps searching for different WiFi points, turn off your WiFi and restart it.

If this does not solve your problem, try the following:

Force close the app and reopen it

Update the app if a new app release is available

Update your phone's operating system

Restart your phone

If the problem persists, reinstall the app.

If you encounter other technical problems when starting or ending your ride, please contact our Support team via the app, at support@gaiyo.com, or call us during business hours at: 0900-662 46 49

Question 49

I cannot unlock the lock on my bicycle or e-bike via CycleHub

Accepted Answer

If you are unable to unlock the lock on a bike or e-bike due to another technical issue, please contact our Support team via the app, at support@gaiyo.com or call during office hours at: 0900-662 46 49

Question 50

Can I unlock my Donkey Republic bike multiple times?

Accepted Answer

During your rental period, you can park, lock, and unlock the Donkey Republic bike at a bike rack as often as you like. That bike can only be used by you and will not be assigned to anyone else during your current rental. You do not have to park it at one of the pick-up locations.

When you want to take a break, simply tap “Close” in the Gaiyo app and push the lock lever down to lock it. Then use the app again to unlock the bike when you are ready to continue cycling.

Question 51

How do I book a Donkey Republic shared bike?

Accepted Answer

Follow these steps to book a Donkey Republic bike through Gaiyo.

1. Open Gaiyo and view the available bikes under Bike Rental and click on “Ride”.

2. Click on “Ride now” to reserve the bike. You can also read general information about the bike on this screen.

3. Please indicate here whether you would like to book the Donkey shared bike ride via your personal account “Private” or via your business account “Gaiyo: Business”.

4. Check the details and click “Confirm”.

5. Your reservation can also be viewed via the dashboard on the day of the reservation.

6. Once you have arrived at the bike, click on “Start rental” and follow the verification questions.

Question 52

How do I unlock and lock a Donkey Republic bike?

Accepted Answer

You can unlock and lock Donkey Republic bikes using the Gaiyo app. Make sure you have an internet connection.

1. Open the reservation and click on “Start rental”. Please note: you must be near the bike to start the reservation.

2. Go through the check questions and click on “Start driving”.

3. Click on the gray “Lock” icon next to the bike and click Open.

4. Unlock the lock now and you can start cycling.

5. Have you arrived at your final destination? Find a return location via the app.

6. Click on “End rental”, answer the security questions, and put your bike in a lock to end your reservation.

Question 53

I can't unlock my Donkey Republic bike, what should I do?

Accepted Answer

Always check that your mobile internet and Bluetooth are turned on and try again. If you are still unable to end the rental, please contact Donkey Republic at 085-8885646.

If your device battery is empty during a reservation, you can also install Gaiyo on another device and log in with your own account to end the reservation.

Question 54

I have a Donkey Republic bike that is defective, what should I do?

Accepted Answer

You can cancel the rental before you unlock the bike (for the first time), in which case the reservation will be released and you will not be charged for the rental. You can also change bikes before unlocking the bike for the first time. Please check whether bikes are available at the same pick-up location.

Question 55

My Donkey Republic bike has been stolen, what should I do?

Accepted Answer

Stolen during reservation

Bicycle bell stolen

If you ensure that the Donkey shared bicycle is always locked when not in use and you use the supplied chain as extra security at night, we hope that this will not happen.

If the Donkey shared bike is stolen, please contact Donkey Republic as soon as possible. Donkey Republic will search for the bike for 30 days. If it is not found, Donkey Republic will replace the shared bike. A fee of €180 will be charged for replacing the shared bike if no insurance was taken out during the booking.

Question 56

Where do I return my Donkey Republic bike at the end of my rental period?

Accepted Answer

Donkey Republic uses fixed locations where you can return the bike. It is therefore possible to return the bike to a different location than where you picked it up. View these locations in the app.

Question 57

Do I need insurance for a Felyx scooter through Gaiyo?

Accepted Answer

No, you do not need to take out separate insurance yourself. Felyx arranges the mandatory third-party liability insurance for you, including an excess as explained below:

What is covered

Coverage for damage to third parties (property and injury) caused by you during the ride

Felyx liability insurance covers a maximum of €500 excess per claim

What is your excess?

A standard excess of $500 applies to damage to third parties

Damage to the scooter itself is not insured—you are liable for this yourself

No coverage for intentional or reckless damage; you will then be held fully liable

When does the insurance expire?

In the event of accidents under the influence of alcohol or drugs: full excess and possible criminal consequences

Question 58

How do I reserve a Felyx scooter via the Gaiyo app?

Accepted Answer

Follow these simple steps to reserve a Felyx e-scooter:

Open the Gaiyo app and tap the orange map icon next to “Scooters.” Follow these simple steps to reserve a Felyx e-scooter:

2. Search the map for an available Felyx scooter and tap the vehicle you want to use.

3. Select the scooter using its license plate number from the list.

4. Check out the details: prices, pickup location, and user information under “How does it work?”.

5. Tap “Drive” to start your reservation, check the details, and select “Confirm.”

6. Then tap “Start ride”. The reservation will appear at the top of your dashboard under ‘Scooters’ or “Purchases”.

7. During your ride, you can pause or lock the scooter using the same screen.

Question 59

How do I terminate my Felyx reservation via the Gaiyo app?

Accepted Answer

Follow these simple steps to end your Felyx e-scooter ride correctly:

Park the scooter neatly within the service area, according to local parking regulations.

Open the Gaiyo app and navigate to your active ride under “Scooters” or “Purchases.”

Tap “End rental.”

Go through the checklist (such as: replace helmet, lock scooter).

Lock the scooter via the app and receive confirmation that the ride has ended. Payment will be processed automatically.

Question 60

How long can I rent a Felyx e-scooter through Gaiyo?

Accepted Answer

You can rent a Felyx e-scooter for both short and long trips, depending on your needs. Please note the following:

The range of the scooter is approximately 60 km on a fully charged battery (100%).

The Gaiyo app always shows the current battery level before you start riding.

Felyx ensures that scooters are fitted with new batteries almost every day, so that battery capacity remains optimal.

There is no maximum rental time: you can continue to use the scooter within the service or care zone as long as the battery is sufficient and you do not violate any other conditions (such as fines or time limits).

Question 61

What happens if I receive a traffic fine via Gaiyo during a Felyx ride?

Accepted Answer

If you receive a traffic fine during a trip, for example for parking illegally, speeding, or not wearing a helmet, the following steps apply:

Felyx sends the fine to you

The fine is forwarded directly to the user who made the trip.

Administrative costs of €20

In addition to the fine itself, Felyx charges an extra €20 in administrative costs.

Paying the authorities yourself

Felyx processes the fine, but you pay the original amount directly to the relevant municipal or national authority.

Additional points to note

Fines may be issued for parking violations, driving outside the service zone, or violating traffic rules.

Repeated violations may result in suspension of your account or additional location fees.

You will receive relevant supporting documents (such as photos) digitally, if available.

Question 62

Where can I get help for Felyx via Gaiyo?

Accepted Answer

Need help using the Gaiyo app or experiencing issues with your account, ride, or payment? We're happy to help.

For issues with the Gaiyo app itself, such as technical malfunctions or account questions:

Call our helpdesk at 0900‑662 46 49 for quick support.

For questions about Felyx scooters — for example, ride issues, parking questions, or fines — please contact Felyx customer service:

Email: klantenservice@felyx.nl

Phone: 085 2080 470

Do you have another question? Send a request via the help form in the app or on the Felyx website.

Question 63

Where can I park the Felyx scooter via Gaiyo?

Accepted Answer

You can park your Felyx scooter anywhere within the official service or care area, as long as it is legal and you respect public space:

Park the scooter on public roads, not in parking garages.

Make sure you do not block sidewalks, wheelchair routes, entrances or exits, or other traffic flows.

Park in accordance with local regulations; check signs and guidelines at delivery locations or city maps.

In Amsterdam, Stationseiland and Leidseplein are no-parking zones for scooters; park outside these areas in the surrounding spaces.

Felyx encourages you to park as you would park your own scooter or bicycle: safely, neatly, and without causing any inconvenience.

Question 64

Do I need a driving licence to ride a felyx e-bike?

Accepted Answer

No, you don’t need a driving licence to hire an e-bike. (Please note: you do need a driving licence for the Felyx scooters)

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