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FAQ

FAQ categories:

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.

Can I charge 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 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 are the car2go vehicles insured?

All car2go are covered by liability insurance that includes an excess. The cost of insurance is included in the price per minute.

How can I cancel a reservation?

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

How can I contact car2go?

Email: Write to us at kundenservice@car2go.com (Germany), wien@car2go.com (Austria), klantenservice@car2go.com (Netherlands), servizioclienti@car2go.com (Italy), atencionalcliente@car2go.com (Spain).

Hotline: Give us a call at +49 30 233 40 110 (Germany), +4312677111 (Austria), +31203228989 (Netherlands), +493023340110 (Italy), +349110309473 (Spain)

Business Customers: business.de@car2go.com

Press: media_car2go@daimler.com

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

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 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 long can I reserve a car2go?

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

How many vehicles can I reserve at the same time?

It's only possible to reserve one vehicle at a time. This is in keeping with the spirit of the car2go community, which shares all its vehicles.

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 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 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

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 collect my membership card?

You can pick up your membership card in our car2go store at Calle San Bernardo 35, 28015, Madrid. Just ask, and we'll give it to you there and then

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 find a list of 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

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.

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.