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FAQ

FAQ categories Berlin:

Can I charge the battery of my smartphone in the car2go?

Yes. Every car2go marked with the “smartphone only” symbol, is equipped with a multi-smartphone charger. It allows you to charge diverse smartphone types.

Can I drive car2go in another city?

Yes, after a successful registration you can use car2go in all European car2go cities. All car2go vehicles can be opened with the car2go app. Please be aware that rentals elsewhere come with local prices and terms & conditions. So, make sure you catch up on which requirements need to be met, before you can use car2go in foreign cities or countries for example on this website. More information about this you’ll find with the FAQ: “Which requirements need to be met, before I can use car2go in foreign countries?”

How can I contact car2go?

You can contact us via kundenserverice@car2go.com in Germany, wien@car2go.comin Austria, klantenservice@car2go.com in the Netherlands, servizioclienti@car2go.com in Italy, atencionalcliente@car2go.com in Spain.

Service Hotline: +49 30 233 40 110 (landline)

Private Customers: kundenservice@car2go.com

Business Customers: business.de@car2go.com

Press: media_car2go@daimler.com

For payment questions write to rechnung@payment.car2go.com

How can I edit my personal details?

That's easy! Simply login on car2go.com with your user name and password. Once you're logged in, you can change address, telephone number, e-mail, password and PIN.

Please keep your data up-to-date.

Please note that names cannot be changed online. This aims to protect your personal data against fraud. To change your name, please complete this form , return it, signed, by e-mail and attach a copy of your marriage certificate, civil partnership certificate or name change certificate. To change your email address, please complete this form.

You can also block your user account in this area, in case you lost your smartphone.

How can I start the rental via car2go app?

Vehicles WITH "open via car2go app"-symbol

• Use the car2go app to search for a vehicle nearby.

• Make a reservation for free for 30 minutes if you want to.

• Then click "start rental" in the app.

• If you have not confirmed the general terms and conditions of the country you are in yet, there will be a pop-up notice about the general terms and conditions, the price list and data protection consent. If you have already confirmed the general terms and conditions – for example while your registration – this step is omitted.

• Type in your PIN into the app.

• Type in the vehicle code of the car2go you want to rent. You can find the vehicle code in the display on the windshield.

• The car2go unlocks and your rental starts.

Vehicles WITHOUT "open via car2go app"-symbol

• Use the car2go app to search for a vehicle nearby.

• Make a reservation for free if you want to.

• Then click "start rental" in the app.

• If you have not confirmed the general terms and conditions of the country you are in yet, there will be a pop-up notice about the general terms and conditions, the price list and data protection consent. After confirming them, the vehicle unlocks. If you have already confirmed the general terms and conditions – for example while your registration – this step is omitted.

• You can now open your car2go and the rental starts.

• Do the usual vehicle-check.

• Further steps will follow, such as PIN entry, vehicle evaluation etc. on the touchscreen of the car2go.

How do I register as a company?

First of all, you appoint a corporate administrator for car2go, who also serves as car2go contact. Such administrator also must be registered with car2go as a private customer. Once the validation process has been completed, you will receive a confirmation email with all information about the next steps.

How does the refuelling work?

You will find a prepaid fuel card in the holder, in which the car key is stored as well. The PIN for the fuel card appears in the car2go app or on the touchscreen in the centre console, depending on the vehicle model. Please enter the PIN and the mileage of the vehicle at the terminal of the gas station and keep the receipt. When refuelling at other gas stations you will be charged for the processing of the receipts in accordance with our payment conditions.

How long can I reserve a car2go?

With the car2go app, you find out immediately, which vehicles are available nearby. Choose one and reserveit up to 30 minutes in advance.

How many vehicles can I reserve simultaneously/at the same time?

It is only possible to reserve one vehicle at a time. This is meant in terms of the car2go community, sharing all its vehicles.

In which cases should I contact car2go?

Anytime you have questions about your car2go account or about our service, just reach out to us. Our friendly and professional staff is always willing to lend a hand.

My car2go account has been locked – I have paid the outstanding amount, but my account is still locked. Why?

For technical reasons it may take several days until your payment has been received and processed by us. Please be patient – we will try to unlock your account as quickly as possible.

My car2go account has been locked – I would like to update my payment details, but have deleted that particular payment profile!

Credit card and direct debit: No problem. In the myAccount section you can replace the payment details for the deleted profile under "Payment Data".

My car2go account has been locked – can the amount be paid via one of my other payment profiles?

We are sorry – after the invoice has been issued it is no longer possible to change the payment profile for technical reasons. Please therefore check the credit card details you have provided in the payment profile you have used and correct these if necessary.

My car2go account has been locked – what do I have to do?

Credit card: Don't worry – your car2go account will be unlocked again as soon as the outstanding amount has been paid. A second attempt to debit the amount will be made automatically on the following Wednesday. Please therefore check the credit card details you have provided and correct these if necessary. Alternatively, you can simply transfer the outstanding amount to us directly. You can find our account details on the contact page. In this case, please contact us before you make the transfer.

Direct Debit: Don't worry – your car2go account will be unlocked again as soon as the outstanding amount has been paid. Please simply transfer the amount due to us. You can find our account details on the contact page.

My reservation has failed – what might be the cause?

It may occur that one reservation is made at the very same moment when another customer is trying to reserve the same vehicle. In such cases you can reserve another vehicle or rent a car2go spontaneously. Your reservation will be cancelled free of charge.

Please be aware of some basic car2go reservation rules: you can reserve only one vehicle at a time and the same vehicle only once every 2 hours. This way we make sure that our free floating concept is available for the car2go community and the vehicles do not stay blocked unnecessary.

What are the costs driving car2go?

car2go has a simple pricing structure with no monthly fee. You only pay when you rent a car2go. For registration and license validation you will pay a one-time* validation fee for license check in the amount of € 9.00.

The use of a car2go costs € 0.29 ** per minute and a maximum of 14.90 € per hour "all inclusive" - including the cost of fuel, insurance, taxes and parking.

Of course additional charges may apply for example, for losing the fuel card, the vehicle key, deductible in an accident or breaches the terms and conditions.

* For some cities there are special conditions. See on the website at your car2go city to see if it is different there.

** For some cities there are special conditions. See on the website at your car2go city to see if it is different there.

What do I have to do in order to reserve a car2go in a foreign country?

In case you want to use car2go in a foreign country, you must reserve the vehicle in advance via the latest version of the official car2go app and accept the local T&Cs.

What is a SEPA direct debit mandate?

A SEPA direct debit mandate is the legal legitimation for the collection of SEPA direct debits. A mandate comprises both the payer's agreement to the collection of the payment via SEPA direct debit to the payment recipient, and the order to the payment services provider to honor the payment.

You issue a SEPA direct debit mandate when you register. As a car2go customer, you can view the current status of your SEPA direct debit mandate in your user account under "Payment Data".

What kind of equipment do car2go vehicles have?

The vehicles are equipped with the following features:

• automatic transmission or semi-automatic gearbox

• start-stop system

• GPS

• air Conditioning

• ESP

• ABS

• radio

What should I refuel?

You can refuel only at Shell petrol stations with the fuel cards, which you can find car2go.The fuel type depends on the car type.

  • The Smart needs "E10"
  • The B-Klasse runs on "Diesel"
  • A-Klasse, GLA and CLA are refuelled with "Super"

When are invoices issued?

Credit card

Invoices are issued every working day.

Direct Debit

Invoices are always issued on Mondays and Thursdays.

When will my credit card or bank account be debited?

Credit cards are debited on the date of invoicing. For direct debits, the amount is always collected on Tuesdays and Thursdays. You will always receive a collection notification prior to this.

Where are objects that were found in a car2go stored?

We kindly ask you to hand items you found in a car2go to the city’s official lost property office. In case you lost something in one of the cars, we suggest calling the city’s official lost property office right away.

car2go doesn’t assume liability for items you left behind or lost in a car2go.

Where can I end a rental with car2go?

To end the rental, you need to be within the car2go home area. Please park the car2go on a public parking space that is accessible to everybody at any time.

Please check the precise parking rules in your city under the section "How it works! and "Park"

Which requirements need to be met, before I can use car2go in foreign countries?

In order to drive car2go in another European car2go county, it is necessary that you book the vehicle in advance and confirm the local terms & conditions.

Who can join car2go?

Who is Daimler Mobility Services GmbH (DMS

Our account receivables are assigned to the Daimler Mobility Services GmbH, which is also issuing the invoices. Accordingly, you will find the notice of assignment on the invoices. The amounts debited from your account will be carried out with the following abbreviation: Daimler Mobility Serv.

With what kind of smartphone can I rent a car2go with the app?

The car2go app is available for iOS (Version 7 or newer), Android (Version 4.0.3 or newer), Windows Phone, as well as for BlackBerry (Version 10.2). A working internet connection is required to start and end a rental.

car2go Android App Permissions

The car2go Android App uses the permissions listed below for the following reasons:

  • android.permission.ACCESS_COARSE_LOCATION
  • android.permission.ACCESS_FINE_LOCATION
  • android.permission.ACCESS_NETWORK_STATE

To improve the customer GPS location quality so that your location is as precise as possible on the map

  • android.permission.AUTHENTICATE_ACCOUNTS maxSdkVersion=22
  • android.permission.GET_ACCOUNTS maxSdkVersion=22
  • android.permission.MANAGE_ACCOUNTS maxSdkVersion=22
  • android.permission.USE_CREDENTIALS maxSdkVersion=22

To secure the login to the car2go app

  • android.permission.INTERNET

Internet access necessary to e.g. display the available vehicles

  • android.permission.READ_EXTERNAL_STORAGE maxSdkVersion=22
  • android.permission.WRITE_EXTERNAL_STORAGE

To support the in-app drivers license revalidation

  • android.permission.VIBRATE
  • android.permission.WAKE_LOCK
  • android.permission.READ_PHONE_STATE
  • android.permission.RECEIVE_BOOT_COMPLETED
  • android.permission.WRITE_SETTINGS
  • android.permission.ACCESS_WIFI_STATE
  • android.permission.ACCESS_DOWNLOAD_MANAGER

Push messaging for car2go Radar feature (incl. Baidu Push)

  • android.permission.USE_FINGERPRINT

Fingerprint authentication when you choose to use the fingerprint instead of your car2go PIN to open vehicles

  • com.google.android.providers.gsf.permission.READ_GSERVICES

For Google Maps & Google Cloud Messaging