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FAQ

The most important questions about ryd

General & Registration
What is the ryd app?
With ryd, you pay directly at the fuel pump, charging station, or car wash using your phone or your car’s infotainment system. Free of charge, no subscription, and no need to go to the register.
Does the ryd app cost anything?
No. Downloading and using the ryd app is completely free. ryd does not charge any additional fees for the payment process. You pay the same price via the app as you would directly at the fuel station – no surcharges, no fees.
How do I change my password?
Tap ‘Forgot password?’ on the login screen. You’ll receive an email with a temporary password. After logging in, you’ll be prompted to set your new personal password.
Can I change my ryd account email address?
No. Your security is ryd’s top priority. To ensure the highest security standards and a strong password policy, a manual change of the email address by our support team is not possible. If you’d like to use a new address, simply create a new ryd account.
How do I delete my ryd account?
You can delete your account yourself in the app settings under ‘Delete account’. Important: Deletion is not possible if there are outstanding invoices. In that case, please contact [email protected] or use the contact form in our Help Center.
How does paying with ryd work at the fuel station?
Open the ryd app at the fuel station – the app automatically detects your location. Select the pump number, follow the instructions in the app (Pre Pay or Post Pay depending on the station), fuel as usual, and wait for the green confirmation screen. Do not leave the station until you see this confirmation.
Where can I fuel with ryd?
Over 5,000 fuel stations are available in Germany – including Aral, Esso, HEM, Q1, Sprint, Team, Allguth, Hoyer, and many more. All ryd stations are marked blue on the map in the app. Across Europe, ryd is available in over 11 countries with more than 10,000 stations.
What is the difference between Pre Pay and Post Pay?
With Post Pay, you fuel first and pay afterwards – as is standard in Germany. With Pre Pay (e.g. Aral, Esso), you select a maximum amount before fueling, which is reserved in advance. However, only the actual amount fueled is ever charged. The app automatically detects which mode applies at each station and guides you through the steps.
Is the full maximum amount actually charged with Pre Pay?
No. The maximum amount is only a pre-authorization (reservation). Only the actual amount fueled is ever charged. For example, if you select €100 but fuel for €63, only €63 is charged. The difference is released immediately.
How can I fill up completely at a Pre Pay station?
Simply select a maximum amount that is safely above your fueling needs – e.g. €150 for a 60-liter tank. You only pay the actual amount in the end.
Do I pay the same price with ryd as at the station?
Yes. With ryd, you always pay the same price you would pay directly at the pump. ryd does not charge any surcharges.
How do I start a charging session with ryd?
Open the ryd app and switch to the EV view (green lightning bolt). Select a charging station nearby, choose the correct connector, authorize the charging session (€80 is reserved in advance – only the actual amount is charged), and connect your vehicle. You can end the charging session at any time directly in the app.
Where can I charge with ryd?
ryd is your mobility partner in Europe. You can pay on the go at over 1 million charging points across 13 European countries.
What does charging with ryd cost?
The costs depend on the charging station operator, the charging speed, the location, and the time of day – not on ryd. You always see all applicable fees displayed in the app before authorization.
Why is €80 reserved in advance for charging?
This is a standard security measure: The €80 authorization ensures that not only the charging station but also the cost coverage is confirmed in advance. Only the actual charging amount is debited in the end.
I couldn’t charge, but €80 is still reserved – what now?
Don’t worry. ryd releases the reserved amount as soon as the final transaction data is received from the charging station operator. This can sometimes take a while. The amount is released no later than 30 days after the transaction. You don’t need to do anything.
How do I buy a wash ticket with ryd?
Select a car wash in the app (purple on the map), choose your wash program, and pay directly via the app – no need to go to the register. Not all wash programs at every facility are available via ryd; what is displayed can be booked via ryd.
At which car washes can I pay with ryd?
Currently mainly at IMO and ENI car washes in Germany. All available stations are marked in purple on the map in the ryd app. We are continuously working to expand our network.
Why are not all available wash programs shown via ryd?
Depending on the car wash, not all available wash programs are always offered. Which programs can be paid for via ryd is determined by the respective operator. Only the wash programs displayed via ryd can be purchased through the app.
What payment methods can I use with ryd?
We accept credit cards (Mastercard, Visa, Amex), Apple Pay, Google Pay, Amazon Pay, and PayPal as payment methods. Important: Apple Pay and Google Pay are not possible if a debit card (EC card) is stored there.
How do I add a credit card?
Go to Profile → Payment methods → Add payment method → Card payment in the app. Enter the card number, expiry date, cardholder name, and CVC. For verification, €1 is reserved on your account (not an actual charge) – confirm the release in your banking app. After successful verification, the card is immediately ready to use.
Where can I find my invoice?
You can find your invoices in two places: directly after fueling via email as a PDF, and at any time in the app history under your account. If you haven’t received an email, please check your spam folder and your app history.
What should I pay attention to before leaving the fuel station?
To ensure your ryd payment process completes smoothly, it’s important to wait for the confirmation in the app. Only drive off when you see the green ‘Payment successful’ screen in the ryd app.
Why did my payment fail?
Possible causes: The card was declined by the bank (limit, expired card, insufficient funds), the payment process was not completed correctly (e.g. nozzle removed before app authorization), or the internet connection was unstable. Check the ryd checklist in the app. If the problem persists, contact our support.
My money is on hold – what happens now?
A hold (authorization) is a temporary reservation – not an actual charge. At Pre Pay stations, the maximum amount is reserved in advance; only the actual fuel amount is charged. The difference is released immediately after fueling. How long the release takes depends on your payment provider.
Is the PayPal email confirmation a confirmation that the transaction is complete?
No. An email from PayPal is not a final payment confirmation, but often just information about the authorization (reservation) of the amount. The payment can still fail afterwards. Only the display in the ryd app is authoritative. Only continue driving when you see ‘Payment successful’ and the green checkmark in the app.
How can I activate a discount and enter a code?
Open the ryd app, go to your profile, and tap on Vouchers, then on ‘Enter voucher code’. For a discount to be applied when fueling, charging, or washing, you must activate it beforehand. Once a tile lights up in color and shows ‘Activated’, the discount is automatically applied to the next matching transaction. Tip: Watch out for the letter ‘O’ vs. the number ‘0’ and make sure to include any hyphens in the code.
Can I combine multiple discounts in one transaction?
As a general rule: one discount per fueling transaction. The ryd app automatically selects the discount that expires next. This way, nothing goes to waste. If both have the same expiry date, the most recently activated one is usually used. However, there are exceptions. Please always check the individual terms and conditions.
What is a ryd gift card?
The ryd gift card is a value voucher. You buy a card with a specific amount (€25, €50, €100, or €200), enter the code in the app under Profile → Vouchers, and the balance is automatically applied to your next fueling, charging, or wash transaction. The balance remains until it’s used up.
How does the ‘Refer a friend’ program work?
In your profile, you’ll find the ‘Refer a friend’ section. You can share a personal link via WhatsApp or email. You (the referrer) receive a 10 cents/liter discount for every friend who fuels 100 liters with ryd. Your friends (new customers) start immediately with a 3 cents/liter discount and receive an additional 5 cents/liter fuel discount after 100 liters.
How secure is paying with ryd?
Very secure. ryd is PCI-DSS certified, does not store credit card data, and uses Strong Customer Authentication (SCA) for all payments.
What happens with my data?
ryd does not share any personal data (name, address, phone number) with third parties. Your personal data is used for invoicing and personalized offers.
Can I use ryd directly from my car?
Yes – provided your vehicle is supported. The ryd app is integrated directly into the infotainment system of certain vehicles (including Mercedes, BMW, Audi, and Skoda). As soon as you arrive at a partner station, the payment process starts automatically in the vehicle. Currently, only credit card is available as a payment method for the automotive app.
Is there a ryd web app?
Yes. Via the ryd web app, you can use most features directly in your phone’s browser – without downloading the native app. The link to the web app is available on our website.
‘Pay via app’ didn’t work – what now?
Check the ryd checklist: Did you select the correct station and pump? Is your internet connection stable? Is your payment method correctly stored? Is your credit card still valid? Have you enabled location services? Are you using the latest app version? Please do not leave the station until you’ve seen the green ‘Payment successful’ confirmation.
The payment process cannot be completed after bank authentication?
On certain Android devices (especially Huawei, Samsung Galaxy), power-saving settings can terminate the ryd app in the background before the payment is completed. Solution: Disable the automatic battery management for the ryd app in your device settings. The exact procedure for your device can be found in our Help Center.
How do I contact support?
Simply via the app: Go to your profile, tap on Settings, then on Help. This takes you to our Help Center. There you can either read through our FAQ or submit a support request.