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FAQ categories Madrid:
Just a few ;) As you share car2go with other community members, we thank you for remembering the following guidelines:
Of course! But please keep them in a pet carrier, so that other members won't find hairs or dirt in the car. Unfortunately, animals without a pet carrier may not travel in a car2go.
Yes. All car2go vehicles are covered by liability insurance. These fees are already covered in our prices.
Nope. All you pay is a one-time validation fee when you first register for car2go. This fee will be charged to your default payment profile. After that, you only pay for the trips you make.
Yes. You can cancel a reservation without any charges using the car2go app.
There should be a multi-charging smartphone cable in all our new car2go models (i.e. Mercedes-Benz, the new smart fortwo) – unless the cable has been stolen, that is!
Yes. You can leave the Home Area temporarily to visit other cities but your trip must always start and end in the same Home Area. You may not leave the country with car2go. We recommend checking out the map of your Home Area on your dedicated city page or in the app for more information.
If a Home Area includes more than one town, it's possible to start your trip in one town and end it in another. For example, in the Stuttgart Home Area, you can start your trip in Böblingen and end it in Esslingen without extra fees.
Note: The Rhineland Home Area includes Cologne and Düsseldorf but you will be charged a special intercity fee if you start rental in Cologne and end it in Düsselforf (and vice-versa).
No. You may not use car2go to drive to another country. Leaving the country will result in a fine. You may leave the Home Area temporarily to visit other cities within the country as long as you start and end your trip in the same Home Area.
With car2go, you can park for free in legal, public street parking, but parking conditions will vary by location. Please check your dedicated city page for complete parking information:
Well, okay, but on 3 conditions:
1. You pay for the parking fees yourself.
2. You don't end your rental inside the car park.
3. You return the car2go to a legal public street parking.
Yes. Sometimes you just want to drop by somewhere for a quick errand. To make a stopover, i.e. to park without ending rental, just lock the car2go and take the key with you. The rental only ends if you return the key to the card holder. As long as the rental is running, the minute rate will apply.
Sorry, due to technical reasons we are unable to change the payment profile after the invoice has been issued. Please check your payment profiles carefully and correct these if necessary.
Yes. Using the car2go app, you can easily find and reserve a car2go for up to 20 minutes. You can reserve 1 vehicle at a time and you can reserve the same vehicle every 2 hours. This is in keeping with the spirit of the car2go community, which shares all its vehicles. Reservations are always for free.
car2go is currently available in several European Union (EU) countries, the US, and China.
Within the EU, you can use the same car2go account. Please note that other EU countries may have different prices and terms and conditions. To use your car2go account in a new EU country, you must accept the terms and conditions of that country.
To use car2go in the US or China, you must register for a new account. For legal and technical reasons, it's not possible to have one account that rules them all. (It would be cool, though.) This means that if you're roaming, you must log out of your EU account and into your US account to view separate trip and payment details.
Nope. As long as you don't cancel your contract with car2go and don't breach the car2go terms and conditions, you're a member for life.
If you're in a car2go, you can always call Customer Support using the in-car navigation system. Our Customer Support Hotline can also be found in the car2go app under "Help."
If you are a private customer, reach us at:
Germany: firstname.lastname@example.org (email), +493023340110 (hotline)
Austria: email@example.com (email), +4312677111 (hotline)
Netherlands: firstname.lastname@example.org (email), +31203228989 (hotline)
Italy: email@example.com (email), +390260063093 (hotline)
Spain: firstname.lastname@example.org (email), +349110309473 (hotline)
If you are a business customer, write to us at:
If you are a journalist, write to us at: email@example.com
If you have a question about payment, write to us at: firstname.lastname@example.org
Log in on the car2go website and go to My Account to edit personal details such as address, telephone number, email address, and password.
To prevent identity theft and fraud, names can't be changed online. To change your name, fill in the Name Change Form (DE, ES, IT, NL) and email a scanned copy to Customer Support. Attach a copy of your marriage certificate, civil partnership certificate or name change certificate.
You can pay with your credit card or with SEPA Direct Debit (currently only accepted in Germany, Austria, and the Netherlands). You can also easily switch between payment profiles if you use car2go for both private and business purposes.
With car2go for business, now anyone can make their next business trip using the car2go app. To use car2go for business, company employees first need to have their own private car2go accounts. car2go offers two options for distinguishing between private and business trips: Business Profile (travel expenses) and Business Account (monthly collective invoice). To learn more, contact car2go for business in your country.
When you register, you'll be asked to set a unique 4-digit car2go PIN that you will use for each trip. This PIN cannot be changed. You can always retrieve your PIN using your car2go app. An SMS containing your PIN will be sent to your mobile phone number.
You can change the password for your car2go account by logging in on the website and editing your profile under "My Details."
You can always view your location and the Home Area in the car2go app. The navigation system in the car2go vehicle will also let you know if you're outside the Home Area.
Good catch! Report the damages in the car2go app or to Customer Support before you start your trip.
In the electric smarts, you can find the key to the left of the steering wheel. To start the car2go, turn the key from Position I all the way to Position II. To start driving, put the car into "D" mode. In the electric smarts, the word "ready" appears on the display behind the steering wheel when the engine starts.
To start a trip:
1. Locate a car2go near you using your app.
2. Go to the car2go vehicle in question and tap on "Start" in your app.
3. Enter your 4-digit car2go PIN in your app.
4. A 3-digit access code will appear in the windshield unit of the car. Enter this access code in your app.
5. The app will let you know that the rental has begun and you'll hear the car unlock itself.
To end a trip:
1. Return the car key to the card holder.
2. Make sure the car is clean and that you've taken all your belongings with you. Close all doors and windows.
3. The rental should then end automatically. You can also end rental using your app.
4. Check and report any damages to Customer Support.
You can validate your driver's license using our app, or in person at a car2go shop or validation point in your city.
We accept driver’s licenses issued in the European Union (EU) and the European Economic Area (EEA). Other driver's licenses are valid for 6 months from first entry in Germany. For validation, non-EU/EEA driver's licenses must be accompanied by a certified translation (or an International Driver's Permit), a passport, proof of residency in Germany, and proof of date of entry into Germany (e.g. boarding pass, entry visa, proof of residence). Your driver's license must have been valid for at least 1 year.
Note: As a carsharing company, we're obliged to check the validity of your driver's license every 3 years.
The range of a fully charged electric vehicle can go up to 100km (+/- 20km). The range will be displayed in the app and in the car. Please bear in mind that there may be no charging stations outside the Home Area.
Your earned credit is valid for 30 days.
Unless you're a member in Austria! For mysterious regulatory reasons, earned car2go credit in Austria is valid for 1825 days. Lucky you.
Take a deep breath. If you're renting one of our new car2go models (i.e. Mercedes-Benz, the new smart fortwo), there should be a multi-charging smartphone cable in the car – unless it’s been stolen. Otherwise, just end the rental as you normally would. Return the car key to the card holder and make sure the car's doors and windows are safely closed. The rental should end automatically.
You can use car2go credit to pay for all trips in all car2go locations within your country. In fact, you can even use credit to pay for the following trip-related costs:
As long as you have credit, it will be used up first. When you're out of credit, your default payment method will kick back in.
If the amount due can't be debited, your car2go account will be temporarily locked. If you're paying by credit card, there will be 3 more attempts to debit the amount from your payment profile (on Mondays and Wednesdays). After that, you will receive a dunning letter, which will ask you to transfer the outstanding amount to our bank account. If you're paying by direct debit, you can transfer the outstanding amount to our bank account.
In Germany, Italy, and Spain, the authorities will contact us for the name of the member driving that specific car at that point in time. They'll then contact the member with the fine and we'll charge an administration fee on the member's account.
In Austria, we'll forward the fine to the member, who has to contact the authorities directly.
In the Netherlands, we'll charge the member directly for the fine.
A drop off fee applies when you end your trip (i.e. drop off your car2go vehicle) in special designated zones that are just outside the Home Area city. These zones are marked as "Zone A" or "Zone B" on your Home Area map. Learn more about the Home Area map on your dedicated city page or in the app.
Think of the Home Area as our operating area, in which car2go vehicles free-float around the city. You may leave the Home Area temporarily but you must drive back to the same Home Area to end the rental. If you're driving an electric car2go, please note that the range of a fully charged electric car is up to 100km (+/- 20km) and that there may not be charging stations outside the Home Area.
car2go for business is our answer to the company car. It’s a simple way for companies to offer employees an attractive mobility solution while keeping travel management easy and fixed costs low. Now anyone can make their next business trip using the car2go app. To learn more, contact us via the car2go for business contact form.
You can rent a car2go vehicle for a maximum of 24 hours. In fact, with car2go packages, you can book a package for 2, 4 or 6 hours – up to 24 hours – and save on the normal minute price (the offer is subject to location).
We all like a good ride. car2go vehicles are equipped with the following features:
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.
Calm down. You can always retrieve your unique 4-digit PIN using your car2go app. An SMS containing your PIN will be sent to your mobile phone number.
Oh no! We hope everything is alright. Dial 112 (in Europe) or 110 (in Germany) immediately and wait until the accident has been processed by the police. Also, call Customer Support and inform them about the accident. You can always use the SOS call button in the in-car navigation system or find the Hotline number in the app.
All lost and found items should be reported to Customer Support. We'll determine with you whether you should put the found items into the trunk or if we should secure the vehicle and send someone to recover it.
In case of dangerous items, we'll determine with you if the item should be reported to the police.
car2go doesn't assume liability for items left behind in a car2go vehicle. So, be good and report found items right away. You never know when your turn will come :)
Ah. This means your default payment profile had insufficient funds at the time of billing. Don't worry, your car2go account will be unlocked as soon as the outstanding amount has been paid.
If you're using a credit card, 3 more attempts to debit the amount will be made in the next days automatically (Mondays and Wednesdays). Please check your payment profile details and correct these if necessary. If you're using direct debit, you can transfer the outstanding amount to us directly. Our bank account details can be found on our contact page.
We'll email you to let you know when your payment is successful and when your account has been unlocked :)
Please contact Customer Support as soon as possible to update your driver's license in car2go's system.
Credit cards are debited on the day the invoice is issued. For direct debit, the amount is collected on Tuesdays and Thursdays.
To end a trip, you need to be inside the same Home Area where you started your trip. The Home Area is our operating area, in which car2go vehicles free-float around the city. You can park for free on any legal public street parking space within the Home Area. Note: You can park and end your trip in designated zones (referred to as "Zone A" or "Zone B") outside the city in your Home Area, but a drop off fee will apply.
In the Home Area, you can park car2go vehicles for free on any legal public street parking space. In some countries, you can even park on specially reserved car2go parking spaces at the airport. More details on authorised parking spots:
Anyone is welcome to use car2go as long as they are between 18 and 89 years old and have had a valid driver's license for at least 1 year.
For validation, we accept driver’s licenses issued in the European Union (EU) and the European Economic Area (EEA). All other driver's licenses are valid for 6 months from first entry in the EU country. Non-EU/EEA driver's licenses must be accompanied by a certified translation (or an International Driver's Permit), a passport, proof of residency in the EU country, and proof of date of entry into the EU country (e.g. boarding pass, entry visa, proof of residence). Your driver's license must have been valid for at least 1 year.
For driving, the International Driving Permit (IDP) is valid as long as the license authorises you to drive in the EU country in question. However, the IDP is not a substitute for your original driver's license. You'll need to have your passport and a valid driver's license with you when you drive a car2go.
Note: Age restrictions apply to certain car2go models. Only members over 21 years old may use the Mercedes-Benz models. Only members over 40 years old may use the Mercedes-AMG models (only available in certain locations).
All your bills and invoices are issued and received by Daimler Mobility Services GmbH. The amounts debited from your bank account will be carried out under the abbreviation "Daimler Mobility Serv."
Oops! car2go vehicles tend to get reserved quickly during peak hours and especially in the more popular parts of town. It may be that you were trying to reserve the same car2go vehicle at the same time as another member. Don't worry, just reserve or rent another car2go vehicle.
The car2go app is available for iOS (Version 8 or newer) and Android (Version 4.1 or newer). We no longer support Windows Phone and Blackberry. You need a working internet connection to start and end a rental.