faq
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Last updated 30/9/2025
Quick Support
I downloaded the app but I don't see any available vehicles
Our vehicles are available in Milan. If you cannot see them, please contact Customer Service via the app.
What to do if I have had an accident
In the event of an accident without injuries, contact Customer Service via the app and you will receive detailed instructions on how to proceed.
What to do if your vehicle breaks down or the battery runs out
First, ensure your own safety and that of your vehicle by parking off the carriageway. Then contact Customer Services to report the incident.
What to do if the vehicle won't start
Please contact Customer Service, and we will endeavour to resolve the issue as soon as possible.
To get started
What is Scuter?
It is an individual urban mobility service based on the first vehicle ever conceived and designed for this type of use: it is zero-emission, easier, more comfortable and safer than traditional road vehicles. It allows you to travel and park in much less time than a car, with greater safety and comfort than a motorbike, within a wider radius than a bicycle or scooter, carrying small loads such as shopping or a trolley bag, and without getting wet in the rain.
Where can I find a Scuter vehicle?
The cities where we offer our service are listed on the website, but you can also see where the vehicles are located on the app's map.
Do I have to pay per minute, or can I sign up for packages or subscriptions?
In the app, you can pre-purchase minute packages and take advantage of bonuses and promotions. Any usage packages (e.g., "30 minutes," "two hours," "six hours") available in a specific municipality can only be selected when starting the rental of a single vehicle by selecting them in the app and clicking on the rate plan before activating the ride.
How does it drive?
Just like any other moped, but with the added step of fastening your seatbelt. And as with any moped, be sure to put your feet down to keep the vehicle balanced when you are stopping.
If it can't stand on its own, why does it have three wheels?
The three wheels provide greater safety and stability than two wheels on slippery surfaces, when cornering, on uneven roads and when braking. However, it is still a motorbike, which has to lean into corners, and therefore must be kept balanced by the rider when stopping.
How can I contact Scuter?
You can find Customer Service contact details on the App.
I'm new here, how do I register with Scuter?
Download the app for Android or iOS. When you log in for the first time, you will be guided through the registration process.
What documents are required for enrolment?
A valid driving licence and credit card will be required. Valid driving licences are listed in the terms and conditions of service. Licence validation is carried out by a leading specialist service provider that operates within our app in an integrated manner.
Is there a time limit for registration?
No.
Who can use the service?
The service is available to anyone who has a driving licence and is over 18 years of age.
Which driving licences are accepted?
Italian and European.
How do I upload my driving licence?
Take a photograph of the document when requested during the registration process.
If I hire a vehicle, can only I drive it?
Yes, your account is personal and cannot be transferred to others. Should this happen, please be aware that we will report the matter to the relevant authorities, that you may not be covered by insurance, and that we will consider suspending your account.
Is the app compatible with all operating systems on different smartphones?
The app is available for Android and iOS operating systems.
What documents are inside the vehicle?
On board the vehicle, clearly visible on the 'ceiling' above the driver's seat, you will find a certified copy of the vehicle registration document.
account
How can I access my account?
Open the Scuter app, where you will find your account information.
How long does it take for my profile to be approved?
We usually approve profiles within a few minutes, but in rare and special cases, the process may take up to 48 hours.
Why has my account been blocked?
There may be several reasons why your account has been blocked. Accounts are blocked when we detect behaviour that violates our terms of service, misuse of the platform, non-payment, and other issues. However, it could also be a mistake, so we always recommend contacting customer service to resolve the issue.
How can I invite friends to the service?
Each account has its own code that can be shared. Whoever receives it immediately gets €7 as a welcome bonus; when the "recipient" makes their first ride, the "donor" account will also receive €7 as a bonus.
How can I change my driving licence information?
In the app, in the appropriate section, you can update your driving licence information, reporting any changes, suspensions or reactivations.
How can I change my personal information?
You can update your personal information in the relevant section of the app.
How can I change the telephone number on my account?
It is not possible to change the telephone number associated with an account. If the telephone number you used to register is no longer available, please re-register for the service.
My driving licence is about to expire, has expired or has been suspended. What should I do?
Please let us know immediately by updating your information on the app or contacting customer service.
Can I share an account with friends or family?
No, the account is personal.
How can I close or deactivate my account?
Within the app, you will find instructions on how to deactivate your account. Alternatively, contact customer service.
Where can I view my payments and rentals?
Within the app, in the Race History section.
Booking and hire
If the application does not respond, what can I do?
Please try reinstalling it or restarting your device. In most cases, this will resolve the issue.
What are the hours during which I can hire a vehicle?
The service is available 24 hours a day, 7 days a week.
How do I find a vehicle?
Open the app and locate the vehicle closest to you on the map.
Can I book a vehicle in advance?
Booking is possible 15 minutes in advance.
How do I book a vehicle?
Click on the vehicle you want to book and then on More and finally on Book, the grey clock icon. The booking is free and lasts 15 minutes. After this time, the vehicle will be available for rental again.
Can I cancel my vehicle booking?
Yes, by clicking on the book button again, you can cancel the booking.
I can't find the booked vehicle.
Make sure you have activated the location on your device and that you are in the right place with respect to the vehicle you have booked. If the vehicle is inaccessible or you think it is in a building, contact Customer Service.
How do I start the vehicle?
After activation via the app, it is necessary to fasten the seat belt, check the closing of the stand and then press and hold the button on the right handlebar knob with your thumb for at least 3 seconds
How do you drive the vehicle?
Like any other motorcycle. The 3 wheels are an additional safety factor but do not exempt you from putting a foot on the ground for balance when you stop.
What is the operating area? Can I drive outside of it?
The operating area coincides with the vehicle release area. You can ride in and out of it, on roads that allow mopeds to circulate, but you cannot end or start the ride outside the operating area. Make sure you are always inside the operating area before releasing the vehicle.
Can I drive on days when there are traffic restrictions and football matches?
Normally yes, traffic restrictions do not normally apply to electric or shared vehicles. Normally – and unless there are special regulations – you are only prevented from transiting in pedestrian areas, and in preferential lanes for public transport.
Is access to ZTL areas allowed?
It depends on the regulations of the specific municipality.
How do I report damage to a vehicle?
If you notice any obvious damage to the vehicle you want to book, select the vehicle on the app, click on More and then on Report or contact Customer Service before starting the trip.
Do I have to pay a security deposit to rent a vehicle?
No.
What should I do if the vehicle runs out of power?
The vehicle will alert you when the charge is too low to continue the ride, so release the vehicle before the battery is completely discharged. Remember that the rental continues until the vehicle is parked and correctly released from the app, therefore within the service perimeter. In the event that the vehicle runs out of power during a trip, try to position it so that it does not constitute a danger to traffic and contact customer service.
How long can I keep the vehicle?
There are no time limits for vehicle rental.
Fees and payments
What are the available rates?
They can vary from municipality to municipality and even from vehicle to vehicle, you must check on the app.
Are there any savings packages or subscriptions?
You can buy prepaid traffic, taking advantage of promotions.
What should I do if I get a fine?
The fine is personal, in the event that you are directly challenged and the infringement does not involve charges on the vehicle, you can proceed with the payment independently without involving Scuter. In the event of seizure of the vehicle, contact Customer Service promptly. If the fine is notified to Scuter, we are required to provide your data to the authorities who will notify you of the procedure. In some cases we may be forced to pay the fine for you, in which case we will notify you and we will recover the sums on the selected payment method, applying a handling fee.
Will an amount be blocked on my credit (or debit) card when I start a rental?
No.
What payment methods are accepted?
Credit cards accepted by the app.
How can I add a new payment method?
It is not possible to have more than one payment method associated with an account, unless you are a user of a company group that is subscribed to the service, for which billing to the company is available, in the cases of use provided.
What happens if my payment is not successful?
When will I receive the invoice?
We issue invoices on a monthly basis.
What do I need to do to request a refund?
Contact Customer Service explaining the reason for the request.
Why was I charged a penalty?
We have provided penalties in the cases mentioned in the Terms of Service, check if you have committed one of the violations listed, otherwise contact Customer Service.
Parking
How do you park the vehicle?
You park in authorized spaces for motorcycles. In some cities, these also include parking spaces, but it's up to you to check. To park, you can get off with the vehicle stationary, taking care to hold the vehicle upright with one hand and then pull it onto the central stand.
Where can I park and end the rental?
Within the operational area, in the spaces provided for by the Highway Code.
What if I am unable to end the hire even though I am within the coverage area?
Check that you have enabled geolocation services on your mobile phone. Try moving a few metres away or contact Customer Service.
How do I make a stop?
After starting a journey, you can park the vehicle using the Pause button. In this case, the vehicle will still be available to you until you resume your journey.
How do I switch off the vehicle?
From the app.
Refuelling and recharging
How are vehicles recharged?
Pensiamo a tutto noi, tu devi solo guidare!
Do I need to top up after every journey?
No, we'll take care of everything, you don't have to worry about a thing.
Insurance
Are the vehicles insured?
Yes, every vehicle has compulsory third-party liability insurance, which covers damage to third parties. You can find the details in the Terms of Service.
What does the insurance cover?
Please refer to the Terms of Service for details.
Please refer to the Terms of Service for details.
Contact customer service immediately, we will give you instructions on how to proceed.