How can we help you?

FAQ

App and Account

App

How do I signup?

Follow these steps to signup;

1. Download Martı app from Apple Store, Google Play Store or Huawei AppGallery.

2. Create your account with your mobile phone number.

3. Complete the ID card verification.

4. Add your payment method.

You are ready to Martı!

How can I see the nearest Martı/Martı Mobilet/Martı Moped?

When you open the app, you will be presented with a map. This map will show you all available Martıs/Martı Mobilets/Martı Mopeds around you. If you can't see any available Martıs/Martı Mobilets/Martı Mopeds around, you can try to move around the map to search in a wider area. If you are outside the usage area it won't be possible to see any Martı/Martı Mobilet/Martı Moped.

Can I reserve any Martı/Martı Mobilet/Martı Moped?

Any Martı/Martı Mobilet/Martı Moped you see in the app with a button labelled "Reserve" can be reserved.

How can I invite my friend?

You can invite your friend through the app's menu. When your friend makes his/her first ride, both of you will earn 10₺ discount.

How can I send Martı Balance to my friend?

You can send Martı balance to your friends by either paying with your credit card or using your existing Marti Balance. Just tap on the "Send Marti Balance to friend" section in the Settings tab.

Can I rent more than one Martı through the same account?

You can't rent more than one Martı through the same account.

Why is my coupon code not working?

If you are sure the expiry date of the coupon is not met and you entered the code correctly, you can contact us through our website marti.tech. Our team will get back to you as soon as possible!.

How can I pay my debt?

The unpaid amount belonging to your last ride is added to your account as debt. You can pay this debt by using the app or if your saved card has sufficient balance, it will be used to pay the debt automatically. If you don't pay the debt remaining from your previous ride, you won't be able to start a new ride.

I spotted a damaged Martı/Martı Mobilet/Martı Moped, what should I do?

If you encounter a damaged Martı/Martı Moped/Martı Moped, you can call us by tapping the "Damaged Martı/Martı Mobilet/Martı Moped" button found in the "Contact Us" section in our app. Our team will pick up as soon as possible!

My Martı Account

How can I change my phone number?

Remove the credit card information from the account you used with your previous number and log out. Now you can add your new number when you open the app again!

How can I change name and surname in the app?

You can contact us through our website marti.tech. Our team will get back to you as soon as possible!

How can I close my account?

If you wish to delete your account, you can simply call us by tapping on the "Contact Us" button and typing "I want to delete my account."

How can I change my email address?

You can change your email address by tapping on the Profile section from the Settings menu of the app. Go to Settings and tap Profile. You can change your e-mail address by typing in a new one.

Driving and Parking

Martı

Who can use it?

Any smartphone owner who is at least 15 years old and has a valid debit/credit card can ride a Martı.

Is it possible to use it with 2 people?

Martıs are for single users only. For your safety please do not use it with 2 people.

Where can I use it?

You can use Martı only in defined areas of your city. You can see the coverage of this area on the map inside the app. Any Martı that leaves the defined area will send a signal to our center to let us know. We will send a message to your phone to warn you and at the same time Martı will sound an alarm and slow down to prevent you from going further away.

To enjoy an uninterrupted Martı experience, you should plan and finish your ride inside the defined area. Within this area you can drive your Martı on any road or bicycle path as long as you obey the local traffic rules. That is why you should respect the traffic on pedestrian roads and avoid them.

Should I wear a helmet?

For your safety we advise to wear a helmet while driving.

What should I do before I start my ride?

It is your responsibility to assure you can start your ride with the Martı and do the necessary safety checks;

1. You should check that the brakes are working.

2. You should check if the Martı has any damage or broken part.

3. You should make sure your phones battery charge is sufficient for the entire ride.

How do I start my ride?

1. Find the nearest Martı and start your ride by scanning the QR code on the Martı.

2. Put one foot on the Martı and push it a couple of times with your other foot to accelerate, now you can use the throttle to drive.

3. Don't forget to have both your feet on the Martı when you start to drive.

4. If it is your first ride, we advise you not to go full throttle.

5. You should use your brakes gently and avoid hard stops when you are going fast .

It is that easy!

How do I end my ride?

You can't end your ride in areas on the map marked with red "No parking area" or grey "Outside of defined area". If you are currently in such an area you should return your Martı to the nearest usage area.

When you find a suitable location to park, tie your Martı to lock it and press the "Take photo & End" button in the app.
To ensure that you left the Martı properly for its next ride you should take a picture of it.
On the screen where you take the picture you will be presented with information like total usage time, driven distance and current driving cost.
After you take and send the picture, you can complete your payment. Do not forget that your ride will continue till you complete the payment! That is why we advise to setup a valid payment method beforehand.

I can't start my ride. What should I do?

If you are unable to start your ride;

Check that your card is activated for online payments and has sufficient balance.
It is possible that the Martı has no sufficient battery charge. if so, you can't start a new ride.
Martı can be in use or it could be reserved by someone else.
It is possible that your phones battery is at 10% or lower, this will prevent you from starting a new ride.
It is possible our service team is preparing maintenance for the specific Martı, in this case Martı will be disabled for use.

In this kind of situations, you should try another available Martı+ you can find on the map.

I can't end my ride. What should I do?

It is possible that you can't end your ride because of several reasons;

Be sure to lock your Martı at the end of your ride.
Be sure that you are not on a red "No parking" or grey "Outside of area" area on the map.
Be sure that your card is activated for online payments and has sufficient balance.

If you are still not able to end your ride, you could try another payment method or request support from our customer service by using the "Contact Us" button in the app.

What should I do if my phones battery dies while I am driving?

It is very important that your phones battery is charged sufficiently to enable a smooth driving experience. We advise to have at least 20% battery on your phone before starting your ride. If your phones battery is below 10% you won't be able to use the Martı.

When your phones battery dies, it will lose the connection with Martı and your ride will keep continuing and will keep charging.

If you encounter such an issue and can't find a solution, you should first of all lock your Martı securely. Then you can send an email to destek@marti.tech including the 4-digit code of the Martı, information regarding your ride like date, time, distance and your contact details.

Martı Mobilet

Who can use it?

Any smartphone owner who is at least 15 years old and has a valid debit/credit card can ride a Martı Mobilet.

Is it possible to use it with 2 people?

Martı Mobilets are for single users only. For your safety please do not use it with 2 people.

Where can I use it?

You can use Martı Mobilet only in defined areas of your city. You can see the coverage of this area on the map inside the app. Any Martı Mobilet that leaves the defined area will send a signal to our center to let us know. We will send a message to your phone to warn you and at the same time Martı Mobilet will sound an alarm and slow down to prevent you from going further away.

To enjoy an uninterrupted Martı Mobilet experience, you should plan and finish your ride inside the defined area.You should drive your Martı Mobilet obeying the local traffic rules. That is why you should respect the traffic on pedestrian roads and avoid them.

Should I wear a helmet?

For your safety we advise to wear a helmet while driving.

What should I do before I start my ride?

It is your responsibility to assure you can start your ride with the Martı Mobilet and do the necessary safety checks;

1. You should check if the Martı Mobilet has any damage or broken part.

2. You should make sure your phones battery charge is sufficient for the entire ride.

How do I start my ride?

First of all, you need to make sure you follow the rules to start a ride with a Martı Moped and complete all the necessary checks.

1. Find the nearest Martı Mobilet and start your ride by scanning the QR code on the Martı Mobilet.

2. Lift the side stand.

3. Don't forget to have both your feet on the Martı Mobilet when you start to drive.

4. If it is your first ride, we advise you not to go full throttle.

5. When you turn the throttle on the right side Martı Mobilet will start to accelerate.

6. You should use your brakes gently and avoid hard stops when you are going fast.

It is that easy!

How do I end my ride?

You can't end your ride in areas on the map marked with red "No parking area" or grey "Outside of defined area". If you are currently in such an area you should return your Martı Mobilet to the nearest usage area.

When you find a suitable location to park, press the "Take photo & End" button in the app.
To ensure that you left the Martı Mobilet properly for its next ride you should take a picture of it.
On the screen where you take the picture you will be presented with information like total usage time, driven distance and current driving cost.
After you take and send the picture, you can complete your payment. Do not forget that your ride will continue till you complete the payment! That is why we advise to setup a valid payment method beforehand.

I can't start my ride. What should I do?

If you are unable to start your ride;

Check that your card is activated for online payments and has sufficient balance.
It is possible that the Martı Mobilet has no sufficient battery charge. if so, you can't start a new ride.
Martı Mobilet can be in use or it could be reserved by someone else.
It is possible that your phones battery is at 10% or lower, this will prevent you from starting a new ride.
It is possible our service team is preparing maintenance for the specific Martı Mobilet, in this case Martı Mobilet will be disabled for use.

In this kind of situations, you should try another available Martı Mobilet you can find on the map.

I can't end my ride. What should I do?

It is possible that you can't end your ride because of several reasons;

Be sure to lock your Martı Mobilet at the end of your ride.
Be sure that you are not on a red "No parking" or grey "Outside of area" area on the map.
Be sure that your card is activated for online payments and has sufficient balance.

If you are still not able to end your ride, you could try another payment method or you can call us by tapping the "Contact Us" section in our app. Our team will pick up as soon as possible!

What should I do if my phones battery dies while I am driving?

When your phones battery dies, it will lose the connection with Martı Mobilet and your ride will keep continuing and will keep charging.

Martı Moped

Who can use it?

Anyone with a valid driving license of any kind is allowed to use the Martı Moped.

Is it possible to use it with 2 people?

Martı Mopeds are for single users only. For your safety please do not use it with 2 people.

Where can I use it?

You can use Martı Moped only in defined areas of your city. You can see the coverage of this area on the map inside the app. Any Martı Moped that leaves the defined area will send a signal to our center to let us know. We will send a message to your phone to warn you and at the same time Martı Moped will sound an alarm too. To enjoy an uninterrupted experience, you should plan and finish your ride inside the defined area.

How to verify driving license?

Driving license verification is done through the Settings menu of the app;

Choose "Driver's License Verification".
Take a picture of your driving license.
Take a selfie and upload it to the app.

We will verify your details and will let you know as soon as possible.

Is wearing a helmet mandatory?

Yes, wearing a helmet is mandatory. All Martı Mopeds have a helmet inside the rear topcase so you don't need to bring your own helmet.

What should I do before I start my ride?

It is your responsibility to assure you can start your ride with the Martı and do the necessary safety checks;

1. You should check if the Martı has any damage or broken part.

2. You should make sure your phones battery charge is sufficient for the entire ride.

How do I start my ride?

First of all, you need to make sure you follow the rules to start a ride with a Martı Moped and complete all the necessary checks.

1. Find the nearest Martı Moped and start your ride by scanning the QR code on the Martı Moped.

2. Helmet case will open automatically. Take off the cable attached to the helmet and put on the helmet.

3. Fold up the center or side stand.

4. After you take your seat on the Martı Moped, honk the horn to activate it.

5. When you turn the throttle on the right side Martı Moped will start to accelerate.

It is that easy!

How do I end my ride?

You can't end your ride in areas on the map marked with red "No parking area" or grey "Outside of defined area". If you are currently in such an area you should return your Martı Moped to the nearest usage area.

When you find a suitable parking place;

1. Fold down the center stand and park the Martı Moped safely.

2. Open the helmet case, place the helmet inside and plug the cable into the helmet . Be sure to take out all your personal stuff before you close the case.

3. Take a picture of Martı Moped and end your ride.

I can't start my ride. What should I do?

If you are unable to start your ride;

Be sure your ID and driving license is verified.
Check that your card is activated for online payments and has sufficient balance.
It is possible that your phones battery is at 10% or lower, this will prevent the ride from starting for security reasons.

Don't forget to honk the horn first to activate the Martı Moped! If it still doesn't accelerate even though you turn the throttle, you can request support by pressing the "Contact Us" button. Our team will reach to you as soon as possible.

I can't end my ride. What should I do?

It is possible that you can't end your ride because of several reasons;

1. Be sure that you have put the helmet correctly in the helmet case and attached it to the cable.

2. Be sure the helmet case is closed properly.

3. Be sure that you are not on a red "No parking area" or grey "Outside of defined area" area on the map.

4. If you get any card errors when ending your ride be sure that your card is activated for online payments and has sufficient balance.

If you are still not able to end your ride, you could try another payment method or request support from our customer service by using the "Contact Us" button in the app.

What should I do if my phones battery dies while I am driving?

It is very important that your phones battery is charged sufficiently to enable a smooth driving experience with the Martı Moped. We advise to have at least 20% battery on your phone before starting your ride. If your phones battery is below 10% you won't be able to use the Martı Moped.

When your phones battery dies, it will lose the connection with Martı Moped and your ride will keep continuing and will keep charging.

If you encounter such an issue and can't find a solution, you should first of all lock your Martı Moped securely. Then you can send an email to destek@marti.tech including the 6-digit code of the Martı Moped, information regarding your ride like date, time, distance and your contact details.

What should I do if the helmet case doesn't open?

If the helmet case doesn't open, you can't start your ride. You can try to open the case again by forcefully pushing the red button on the case. If it still doesn't work you can request support from our customer service by using the "Contact Us" button.

Payment and Pricing

How is the pricing?

Martı pricing may differ based on your location. If you want to learn the prices in your area, you can tap on the Martı/Martı Mobilet/Martı Moped icons on the map. You can see the prices on the information pop-up.

How do I pay?

After you sign up for the Martı app, all you have to do is to navigate to the Martı Wallet section through the apps menu and add your desired payment method.

When adding your payment method be sure to enter all your payment details.
When you end your ride successfully, the cost will be automatically collected by using default payment method.

What to do if I encounter a payment error?

Your payment may fail for several reasons. Most common problems are listed below;

Your wallet or card balance may be insufficient.
Your debit or credit card may have been expired.
Your debit or credit card may have a spending limit.
Your daily transaction limit may have been exceeded. (This may vary depending on the bank and card)

If you encounter any other problem, you should contact your bank or your payment provider.

How do I pay off my debt from my last ride?

How do I pay with the Wallet?

You can add funds to your wallet from within the Martı Wallet section of the apps menu and use this Martı Wallet to make your payments. When you have sufficient balance in your Martı Wallet, your ride costs will be automatically deducted from your wallet after you successfully finish your ride. If the ride cost is higher than your Wallet balance, then the payment will be collected from your credit card.

I can't add funds to my Wallet

If you can't add funds to your Wallet;

You should check if your profile has been verified.
Be sure that you entered your card details correctly and that there are sufficient funds on your card.
If your problem persists you can try a different card or contact your bank for assistance.

Why is my credit card billed while I had money in my Wallet?

If the amount you should pay at the end of your ride is higher than the Wallet balance, then the amount will be paid with your credit card.

Can I transfer the funds in my Wallet to my credit card?

You can send your request to destek@marti.tech. Our team will contact you as soon as possible.

Funds are added to my Wallet without my consent.

It is possible that you left the automatic wallet top-up feature activated. You can check if the automatic wallet top-up feature is activated in the Martı Wallet menu. If your problem persists you can send a message to destek@marti.tech. Our team will contact you as soon as possible.

Can I get an invoice?

You can send your invoice request to destek@marti.tech .

Are there any extra costs?

Except for the pricing you don't pay any extra cost or any deposit. In cases where user-induced errors such as damage, theft or wrong parking are detected, some fees may be collected from you according to the Martı User Agreement. These are as follows;

• Damages arising from the User in the vehicle; Repair cost up to TRY 31.800,- for Marti Scooter, up to TRY 47.700,- for Marti Moped and Marti Mobilet

• Theft; Marti Scooter cost 31.800 TRY, Marti Moped and Marti Mobilet cost 47.700 TRY

• Driving Marti Moped without wearing helmet; TRY 450,-

• At the end of the rental, if the helmet is not placed in the place where it should be placed after use, and it is not found on the Martı Moped; TRY 1000,-

• Parking Marti Scooter in violation of the parking rules (Short mast, fire hydrant, pontoon, median, shutter, garbage container, locking Marti Scooter to itself); TRY 160,-

• Parking the Vehicle on handicapped roads TRY 320-

• Parking Marti Mobilet and Marti Moped in violation of Article 61 of the Highway Traffic Law No. 2918 titled "Places and Conditions where Parking is Prohibited" (Parking in places where stopping on the vehicle road is prohibited, parking in places where parking is prohibited by traffic signs, parking on sidewalks, pedestrian crossings and bus stops, parking on crossing roads, parking on underpasses, overpasses and bridges, etc.); TRY 320,-

• Parking the Vehicle on non-public or private property; TRY 400

• Parking the Vehicle in areas designated as prohibited in the mobile application (shown in red in the application) and/or driving outside the designated area and/or parking outside the designated area (shown in gray in the application); TRY 320,-

• Taking photos at the end of the ride as against the rule three times in a row; 130 TRY

• Leaving Marti Scooter's lock open; TRY 160,-

• Using the Vehicle by someone other than the account holder or providing false information about the User Account; Up to TRY 300,- for Marti Scooter, up to TRY 600,- for Marti Mobilet and Marti Moped

• Getting on public transport with the Vehicle; TRY 800,-

• Exceeding the maximum lease duration; Up to TRY 500,-

• The determination by MARTI that the application and / or any rights and obligations set forth in the Agreement have been used maliciously in any way; TRY 500,-

• If the vehicle is lost (i.e. in case of falling into the sea); TRY 31.800.- for Marti Scooter, TRY 47.700,- for Marti Moped and Marti Mobilet

Security

Requirements

Before you use any Martı, Martı Mobilet or Martı Moped you should take all personal safety precautions required by law and you deem necessary.

You should make sure that the vehicle and the weather conditions are suitable for the road. It is necessary to complete the safety checks before you start your ride.

Driving while under the influence of alcohol or any other stimulant is dangerous and forbidden.

You should pay attention to your surroundings while driving and don't forget to respect any pedestrian and vehicle traffic. We also want to remind you that all traffic rules apply when using a Martı, Martı Mobilet or Martı Moped.

Is there any weight restriction?

The maximum weight allowed for a Martı or Martı Mobilet rider including a backpack is 100kg. The maximum weight allowed for a Martı Moped rider including a luggage/backpack is 150kg.

Is there any age restriction?

Anyone who is at least 15 years old and who has a smartphone and a valid debit/credit card can use a Martı and Martı Mobilet. If you want to use a Martı Moped any valid driving license is sufficient.

What should I do if I have an accident?

Your safety is of upmost importance!

You must use the Martı/Martı Mobilet/Martı Moped by taking all safety precautions to protect yourself and others. If you encounter an undesirable situation such as an accident, you should first check your own situation and, if necessary, visit the nearest health institution.

After having secured yourself, you can call us by using the "Contact Us" section, our team will pick up as soon as possible!