FAQ

Just a few ;) Just because you're in a car2go doesn't mean nobody can see you. Our members are subject to the traffic police as much as anybody else. As you share vehicles with other members, we thank you for remembering the following guidelines:

• No alcohol (0.0 parts per thousand) – don't drink and drive!
• No drugs
• No smoking
• No animals without a pet carrier or cage
• Not more than one passenger in the smart fortwo models
• Don't remove objects and equipment from the vehicle
• Don't allow others to drive the car2go you've rented
• Treat the car2go with care
• Please report damages in the app or to Customer Support

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. Please note that you can reserve the same car2go only once within 2 hours.

In Germany, Austria, Netherlands, and Italy, you can drive car2go to and from the airport for an airport fee. Enjoy special reserved carsharing parking spots at the airport where you can park for free. Just landed? Reserve a car2go the moment you land and pick it up at the carsharing parking area. The airport fee ranges from 4,90 € to 12 €. Learn more about the airport fees on your dedicated city page.

Airports in Germany(directions in German)

Berlin Tegel (TXL)

Berlin Schönefeld (SXF)

Cologne-Bonn (CGN)

Düsseldorf (DUS)

Frankfurt (FRA)

Hamburg (HAM)

Munich (MUC)

Stuttgart (STR)

Airport in Austria (directions in German)

Vienna International (VIE)

Airports in Italy(directions in Italian)

Florence (FLR)

Milan Linate (LIN)

Turin (TRN)

Rome Fiumicino (FCO)

Rome Ciampino (CIA)

Airports in the Netherlands

Amsterdam Schiphol (AMS)

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:

Germany:

Parking in Berlin

Parking in Cologne

Parking in Düsseldorf

Parking in Frankfurt

Parking in Hamburg

Parking in Munich

Parking in Stuttgart

Italy:

Parking in Florence

Parking in Milan

Parking in Rome

Parking in Turin

Austria:

Parking in Vienna

Netherlands:

Parking in Amsterdam

Spain:

Parking in Madrid

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 20 minutes (15 minutes in France) for free. 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.

car2go is currently available in several European Union (EU) countries and in North America.

You can use your car2go account in other EU countries, but only if you're using a credit card as your payment method. 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 North America, 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 North American 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:

Austria: wien@car2go.com (email), +4312677111 (hotline)

France: serviceclient@car2go.com (email), +33 1 872 11 998 (hotline)

Germany: kundenservice@car2go.com (email), +493023340110 (hotline)

Italy: servizioclienti@car2go.com (email), +390260063093 (hotline)

Netherlands: klantenservice@car2go.com (email), +31203228989 (hotline)

Spain: atencionalcliente@car2go.com (email), +349110309473 (hotline)

If you are a business customer, write to us at:

Austria: business.at@car2go.com

France: business.fr@car2go.com

Germany: business.de@car2go.com

Italy: business.it@car2go.com

Netherlands: business.nl@car2go.com

Spain: business.es@car2go.com

If you are a journalist, write to us at: media_car2go@daimler.com

If you have a question about payment, write to us at:

Austria: rechnung@payment.car2go.com

France: serviceclient@car2go.com

Germany: rechnung@payment.car2go.com

Italy: fattura@payment.car2go.com

Netherlands: factuur@payment.car2go.com

Spain: factura@payment.car2go.com

Log into your account on www.car2go.com to edit your personal information, 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 PDF (DE, AT, IT, NL, ES, FR) 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 businessin 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."

If you've forgotten your password and don't have access to your registered email address, please fill out this Email Adress Change Form PDF (DE, AT, IT, NL, ES, FR) to request an email change for your account and email it back to Customer Support.

Charging an electric car2go is fun and -- dare we say -- addictive:

In Germany:

1. Locate a charging station near you using the in-car navigation system.

2. Find the charging card in the card holder. Use the card to unlock the charging station.

3. Find the charging cable in the trunk. Connect the car to the station.

4. If everything works correctly, the green LED above the car's charging socket will light up.

5. Return the car key and charging card. End your trip.

In France:

1. Look for an available Autolib’ charging station (green light illuminated on the top of the station). Be careful not to confuse charging stations for parking stations!

2. Lift the lid on the station.

3. Take out the charging cable from the trunk and use it to connect the car to the charging station.

4. Return the car key. End your trip. Voilà !

In the Netherlands:

1. Find a charging station using the app.

2. Find the charging card in the key card holder inside the car.

3. Take out the charging cable from the trunk of the car.

4. Connect the charging cable to the car.

5. Connect the charging cable to the charging station

6. Hold the charging card in front of the card reader.

7. Wait a few seconds until the LED around the contact point lights up blue.

Hint: Each time you fully charge a car2go that has low battery level, you earn car2go credit. This will be used to pay for your trips and trip-related costs (subject to location).

car2go credit is an easy and flexible way for you to earn as you go. Each time you do a good deed, you earn credit for it. You can view your credit balance and all earned credit under your account's payment options.

Fuel a car2go: Each time you fully refuel a car2go with less than 25% fuel level, you earn 4 € of credit.

Charge a car2go: Each time you fully charge a car2go with low battery level, you earn credit.

• Paris: Charge a car2go with less than 60% battery and you earn 3 € of credit.
• Stuttgart: Charge a car2go with less than 50% battery and you earn 4 € of credit.
• Amsterdam: Charge a car2go with less than 30% battery and you earn 4 € of credit.

Invite a friend: Each time a friend signs up for car2go using your personal invite code, you earn 10 € of credit. Your friend will get to sign up for free and also earn 10 € of credit (not available in France).

Just our way of saying thank you.

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! In some cases, you can report damages in the app before and after your trip. If the damages are major, it's best to call Customer Support.

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 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 validate your driver's license using our app.

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 the EU country. 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 the EU country, and proof of date of entry into the EU country (e.g. boarding pass, entry visa, proof of residence).

Note: As a carsharing company, we're obliged to check the validity of your driver's license every 3 years in Germany, Italy, France and Spain. The regular revalidation is not necessary in Austria and the Netherlands.

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. Just end the trip 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.

After you download and open the car2go app, your Android mobile device will ask you for "permissions." Permissions are special authorizations that apps must ask for if they want to access data or functions on your phone. For example, if you'd like to find a car2go near you, the car2go app will ask for permission to see your exact location. Some apps ask for more permissions than necessary – not cool. We ask for the bare necessities so that the car2go app will work well for you. You’ll find a full list of Android app permissions that the car2go app will ask for and why under our Privacy Policy. 

You can use car2go credit to pay for all trips in all car2go locations within your country. In Germany, Austria, Italy, and the Netherlands you can even use credit to pay for the following trip-related costs:

• Airport fees
• Drop off fees
• car2go packages

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.

Credit card: If you're paying by credit card, there will be 3 more attempts to debit the amount from your payment profile. If the debit is not successful, you will receive a dunning letter asking you to transfer the outstanding amount to our bank account.

SEPA direct debit: If you're paying by SEPA direct debit (only in Germany, Austria, and the Netherlands), you can transfer the outstanding amount to our bank account.

Oho!

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.

SEPA Direct Debit lets you pay by bank account instead of with a credit card. A SEPA Direct Debit Mandate is the authorisation you give to merchants allowing them to collect future payments from your Euro-denominated bank account. You can view the current status of your SEPA Direct Debit Mandate in your car2go account. We currently only accept SEPA Direct Debit in Germany, Austria, and the Netherlands.

A drop off fee applies when you end your trip (i.e. drop off your car2go) in drop off zones (marked "Zone A" or "Zone B" on the map). Drop off zones belong to the Home Area but are usually located a little outside the city. The drop off fee doesn't apply if you start and end your trip within the same drop off zone.

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 car2go for business in your country.

We all like a good ride. car2go vehicles are equipped with the following features:

• Automatic transmission or semi-automatic gearbox
• Start-stop system
• GPS (Global Positioning System)
• ESP (Electronic Stability Program)
• ABS (Anti-Lock Braking System)
• Air conditioning
• Radio

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 :)

Aha. 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.

Credit card: If you're using a credit card, 3 more attempts to debit the amount will be made in the next days automatically. Please check your payment profile details and correct these if necessary.

SEPA direct debit: If you're using SEPA direct debit (only in Germany, Austria, and the Netherlands), 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.

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:

Germany:

Parking in Berlin

Parking in Cologne

Parking in Düsseldorf

Parking in Frankfurt

Parking in Hamburg

Parking in Munich

Parking in Stuttgart

Italy:

Parking in Florence

Parking in Milan

Parking in Rome

Parking in Turin

Austria:

Parking in Vienna

Netherlands:

Parking in Amsterdam

Spain:

Parking in Madrid

To end the trip, you need to be inside the Home Area. 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 this area. It's possible to park and end your trip in drop off zones outside the city in your Home Area, but a drop off fee will apply.

Anyone is welcome to use car2go as long as they are between 18 and 89 years old. Your driver's license must have been valid for at least 1 year (except Spain).

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).

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.

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 trip.