{firstname} {lastname}

FAQ

FAQ categories Frankfurt:

Are there any recurring costs (e.g. annual membership fees)?

No. All you pay is a one-off validation fee of €9.00 at the beginning of your membership. After this, you only pay for your journeys.

Are there plans to enlarge the business region?

No, there are currently no plans to enlarge the business region. As soon as there are new plans, we will announce the information as quickly as possible.

Are there special conditions for companies?

car2go offers companies a number of advantages. You can find all the information you need on the car2go business website.

Can I change my PIN?

No, you can't change your PIN. If you've forgotten it, you can display it in the app.

Can I change my password?

You can change the password for your profile under "My Data" in "My Account". You reach your account by logging into the car2go website.

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?”

Can I drive to another city with a car2go?

The rental must always end in the same business region in which it begins.

How and where do I validate my driver's license and why is this part of the process?

As a car-sharing company, car2go is obliged to check the validity of your driver's license. This is why you have to show your driver's license at a validation point every three years.

You can find the validation points near you on our website under "How it works". You can also carry out the revalidation via app, as this process merely checks that your driver's license is the same. You can find further information on validating your driver's license in the car2go blog.

How can I cancel a reservation?

Simply press "Cancel" in the app to cancel your reservation.

How can I contact car2go?

You can contact us via kundenservice@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 end the rental?

To end the rental, place the key in the holder provided. Please check that the light is switched off, the handbrake is on, the car is in P, all windows and the trunk are closed and you have not left anything of value in the car2go. When you get out of the car2go and close the driver's door, it takes 15 seconds until the rental is automatically ended. The app will then show you that the rental has ended and you will receive an e-mail.

How do I know if I'm outside the business region?

You can always see the business region in the car2go app, where you will also see if you are outside of it.

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 do I start the rental?

Go to your car2go and press "Start rental" in the app. The app will show you that the rental has started and you will hear the car opening.

How does parking work?

If you just want to park, rather than ending the rental, lock the car2go and simply take the key with you.

How does the battery charge work?

The vehicle you’re driving needs to be charged?

  1. In the navigation systems’ touchscreen you find the closest charging station.
  2. With the charging card in the car you unlock the charging station.
  3. The charging cable you can find easily in the trunk. Use this cable to connect the car and charging station.
  4. If everything worked properly and the car is charging, the LEDs on the vehicle are red.
  5. Now you can end your rental. Did you know: for it charging at a battery level below 50%, you’ll get 10 free minutes*.

* These free minutes are valid for 30 days from the date of issue and like all your free minutes, can be viewed in your Account under "free minutes".

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 long is the maximum rental duration?

You can rent a car2go for a maximum of 24 hours.

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.

I've forgotten my PIN – can I display it?

In your profile in the car2go app, you can have your PIN sent to the cell phone number you provided as a text message after entering your password. You can display your PIN conveniently in the app.

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.

Is there a minimum usage duration per journey?

When you rent a car2go there is no minimum usage duration.

May I drive in other European car2go cities with my account?

If you reserve a car2go in a country where you have not accepted the Terms and Conditions, you will subsequently be asked to do so and can then drive in any European location. Please note that there can be different parking rules in the various locations. You can find these on the website under How it works.

May I drive in the Chinese and American car2go cities with my account?

No, this is not possible for legal reasons.

May I take a car2go abroad and then end the rental in the business region I started the rental in?

No. You may leave the business region during the rental, but you may not take the car2go abroad.

May I take animals with me in the car2go?

Of course you may take animals with you in the car2go. But please always carry them in a pet carrier, so that members after you don't find hairs or dirt in the car. Animals not in a pet carrier may not travel in the car2go.

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 do I do if I discover damage to a car2go that I did not cause?

The most important thing is that you contact customer service before starting the engine. You can either do this by telephone, by e-mail or in the app. You can find the contact details in the app.

What do I do if I have an accident?

Please dial 110 immediately and wait until the accident has been processed by the police. Please ensure that the situation is cleared up. Also call car2go customer service and tell them about the accident.

What do I do if I'm stopped by the police?

If asked to do so by the police, show your driver's license and the vehicle registration. In the electric Smarts, you can find a copy of the vehicle registration in a side compartment on the left-hand side of the trunk. In other models, you can find the copy in the area of the trunk where you would normally find the spare tire.

What do I do if I've been flashed by a speed camera?

car2go will notify you as soon as more information is available. You must then transfer the amount owed by the date specified.

What do I do if the parking disk is missing?

If you notice that there is no parking disk in the car2go, please tell customer service by calling the service hotline. Our employees will then make sure that the car2go gets a new parking disk. You can also check the app to see if there is a car2go parking spot near you. You can park there without a parking disk.

What do I have to do if the information in my driver's license changes?

Please call the hotline or contact the customer service via email.

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 fuel does my car2go need?

Please fill up Smarts with E10 fuel. The new Mercedes – Benz models need different types of fuel. In the fuel tank cap you will see whether to fill up the car2go with diesel, Super E10 or ROZ95.

What happens if my smartphone has no battery left? – Will I be unable to end my rental?

You can conveniently charge your smartphone in the new Smarts and in all Mercedes models, because the cars are equipped with a charging cable for all operating systems. If you are traveling with someone else, you can also end the rental using their smartphone.

But please make sure that you log off after ending the rental, so that your data doesn't end up in the wrong hands. If you do end up in a situation where you have no smartphone battery left, please make sure when you end the rental that all the requirements to do so are met. Then the rental will end automatically when you put the key in the holder and close the car doors.

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 payment options are available?

You can choose between two payment options: credit card or SEPA direct debit. You can also switch between payment profiles, for instance for business or private purposes.

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. Information can be found in the fuel tank cap

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"

Where can I park the car2go?

You can park the car2go on any publicly accessible parking space within the business region. Please note the local parking rules in place; you can find these on the website under "How it works".

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.

Will I be a member forever, or will my membership expire at some point?

As long as you do not cancel your contract or car2go does not terminate your membership for breaching the terms and conditions, your membership will not expire.

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