Frequently Asked Questions

Learn how to adjust the seats in a Smart car2go. Slide the seat forward or back by pressing in on the bar in the front of the seat, and adjust the angle of the backrest by pulling the lever on the right side of the seat. The next-gen smart has a handwheel rather than a lever.

In the Mercedes car2go, the controls are on the door and are in the shape of a seat. Select the button that corresponds to the area of the seat you wish to adjust. Push or pull the buttons to move the seat towards the desired direction.

No- your dash may glow, but that doesn’t mean your lights are on. If in a smart car2go, make sure to twist the knob with the headlights icon all the way counterclockwise (away from you) before driving at night! To confirm they are on, the green headlight icon will display on the dash.

In a Mercedes-Benz car2go, turn the headlight button to Auto.

You can drive up to 150 miles, after which you will be billed 45 cents per mile (plus tax) in addition to the standard trip rates.

The map is currently view-only. To reserve a vehicle, please use the app (iPhone, Android, Windows, Blackberry) or call us anytime 1-877-488-4224 (US) or 1-855-454-1002 (Canada). Learn how to reserve a car2go using the app here!

Sorry! Once you have set your username at registration it cannot be changed.

Since you never know when another car2go member will use the car next, a trip should never be ended in a time-restricted parking space regardless of when the time restriction begins or ends.

Time restricted parking areas include valet zones, commercial zones, customer service zones and no parking zones.

For more details on parking restrictions, check your location's parking page.

No, unfortunately not. You may only park in a garage if you're in stopover mode, or if the garage has designated spaces marked with a car2go sign. This ensures that all members can locate the car2go easily. Nobody likes to walk around aimlessly looking for their car2go.

Unless otherwise marked, car2gos must be parked parallel to the curb. Even though a car2go may fit, parking perpendicular to the curb is illegal and may result in a parking citation.

Unfortunately not. We approve each member individually for insurance purposes.

If you know someone who wants to use car2go, please have them register and drive using their own account.

If you would like to have two accounts bill to the same account (e.g. for family members) you can log into your account on our website and add a Co-Driver.

A Co-Driver is someone you trust that you invite to share payment and/or share recent trip history with. You can add a Co-Driver from your online account.

Sharing is caring and many car2go members use the vehicles, so please do not smoke inside a car2go (this includes e-cigarettes). If you smoke in the car, there's a $100 fine (+taxes).

Yes, car2gos are able to go on the interstate without a problem - give it a try!

No, all courtesy minutes are applied to drives taken on your Standard Profile. To change your Standard Profile, log into MyAccount at www.car2go.com.

Yes- the smart fortwo and Mercedes-Benz car2go models feature highly efficient restraint systems that meet Mercedes-Benz’s passive safety standards. Please note that children in a rear-facing car seat may never be seated in the front passenger seat. If you are traveling with a child in a rear facing car seat it is recommended you use a Mercedes-Benz car2go so they may ride in the back seat.

Infant or child restraint systems (booster, infant or child seat) can be affixed properly to the seat by means of the safety belt. A ratchet mechanism locates the tightly pulled safety belt and holds the infant/child restraint system in position.

An electronically controlled system will detect the weight of the occupant on the passenger seat or the installation of a child restraint system. The Electronic Control Unit (ECU) determines the appropriate mode of the dual stage, full-size front airbag deployment. For very young passengers, for whom an airbag deployment could mean a serious risk, the front and side airbags will be deactivated. A control lamp in the center of the roof panel will show this clearly.

Always check the control lamp to make sure the airbags are deactivated for very young passengers. It should be glowing and say "passenger side airbag off."

Pets are allowed to ride in car2go vehicles only if they are secured in airline-approved pet carriers. Charges can be applied if there is fur left in the vehicle.

Yes. All damage must be reported at the start of the trip to avoid liability. Minor damage can be reported via email (please send us pictures where applicable), while major damage should be reported and the team will prompt you if the car should be taken out of service.

Flat tire? Report flat tires before or during a trip to 877-488-4224 and we will help you locate another vehicle. Never drive on a flat tire as you can be held liable for any extended damages.

Nope!

You are not required to reserve a car2go – simply walk up to any available vehicle and go.

Should you choose to reserve a vehicle, you may do so on the official car2go app, up to 30 minutes in advance - for free!

Have future plans? You can drop a radar to alert you when one is near. Here's how.

Yes, we do. If you have an international driving license, please forward the following documents to Registration-Support-CA@car2go.com for Canada and Registration-Support-US@car2go.com for US:

- a copy of the front and back of your driving license; and

- a copy of your driving record

Not sure how to obtain your driving record? You can find out how to get your driving record, depending on your country of residence.

If any of these documents are not in English, please provide us with a certified translation.

car2go accepts VISA, MasterCard, and American Express for all trip costs and payment for your trip will be charged on a daily basis to the payment method linked to your account.

The longer you drive the cheaper, it gets. Trips are charged with our by-the-minute rate until you reach the hourly rate - as long as the trip ends in under 60 minutes. If you take a car2go longer than an hour, you’ll be billed at the hourly rate until the costs exceed the day rate - then you'll be charged the flat day rate.

You may change or update your payment method on our website at any time by logging into your account (Note: VISA debit is not accepted in Canadian cities.).

All trips for the day are billed together (e.g. if you had two $5.00 trips, you'll be billed $10.00 plus applicable fees and taxes).

When available, free minutes are automatically applied to your trips until the balance is used.

For example, should you have 10 minutes on your account, valued at $4.10 (+ tax), and you drive 20 minutes, totaling $8.20 (+ tax), your invoice will be $4.10 (+ tax) after the free minutes are applied.

Please note, minutes do take some time to post to your account; all minutes do expire, cannot be applied to previous drives, are only available to the default payment profile (selecting Last name, First name in vehicle) and cannot be used by other drivers or in any other city other than the city of origin. A $1 Driver Protection Fee (plus tax) is still applied, even when using free minutes. You can monitor those details by logging into your account on car2go.com or the official car2go app.

Email: MemberservicesNA@car2go.com

24/7 Support: 877-488-4224 or on Twitter @car2go.

Note: For emergencies or immediate support, please call our 24/7 support line. The number can be found on the official car2go app under "Contact Us."

Becoming a car2go member is easy. Simply sign up at car2go.com or via the official car2go App.

We’ll process your registration within 1 – 2 business days, and you’ll receive confirmation emails from us along the way.

British Columbia driver’s license holders need to request their driving record be emailed to us at records@car2go.com. This can be done for free online at www.icbc.com/drivingrecords

Members with Probationary Licenses will be required to comply with any additional restrictions imposed by their respective government agency.

**Quebec also offers a Restricted License. These licenses are issued if a driver has excess demerit points or an alcohol-related conviction and only allow the license holder to drive for “livelihood” reasons. We can never accept a Restricted License in Quebec. (more info here: http://www.saaq.gouv.qc.ca/en/driver_licence/restricted_licences.php)

Only available vehicles are displayed on the official car2go App. If you are at a car2go and are unsure if it is available, please check the windshield display for the current status.

You can update personal and payment information, and view recent trips by logging in here.

Learn how to begin a trip using your smartphone with Mobile Access.

Learn how to end a trip using your smartphone with Mobile Access.

Always verify your trip is completed before walking away - 'Trip Completed' will be displayed on windshield reader or the app, and doors will lock.

If you’re in a new next-gen car or a Mercedes-Benz car2go , once you’ve reached your destination:

1. Place the key back into the holder. Note that key placement differs by car model- see the question “Where is the key located?” for more information.

2. Grab your stuff, exit the car, and close the doors.

3. If everything looks good (windows up, lights off, etc.), tap "End Rental" in the app. Once the countdown is done, you’ll receive a pop-up on the app alerting you that your rental was ended successfully. See ya later!

Our system automatically charges you the lowest amount per trip. Once the amount charged per minute exceeds the amount charged for the hourly rate, you will no longer be charged more than the hourly rate between that time and the 60 minute mark of the car being in your name. The same applies to our day rate. From the time the hourly charges exceed the rate for the day, the amount you are charged will max out at the day rate for the rest of the 24 hour period.

During registration, a check mark will appear next to the “Promotion Code” field indicating the entered promo code is valid.

Minutes are applied automatically to the default payment profile, which must be selected as you start your rental, before you start driving. They are only valid in the city of origin (so if you live in Toronto, you can’t use them in Austin).

Keep in mind that minutes do take some time to post to your account; all minutes do expire and cannot be applied to previous drives. A $1 Driver Protection Fee (plus tax) is still applied, even when using free minutes. You can monitor those details by logging into your account on car2go.com or by checking the car2go app.

Easy! All recent trip details can be found within the official car2go app under "My trips" and under the "MyAccount" section of our website.

Occasionally, free minutes are issued to your account and applied towards a future trip. Typically, all minutes are valid for 45 days unless otherwise stated.

You can check the expiration of your minutes on the official car2go app or by checking your account at www.car2go.com.

Note: Minutes are only valid in the city in which they were issued and can only be redeemed on your primary account. They do not carry over from city to city or to Co-Drivers.

Need a weekend getaway? No problem. However, car2go isn't meant for long-term exploring - there's a 3 day max on how long you keep the car on one trip. There's also a 150 mile / 200 km limit per day.

You automatically will be charged the lowest rate for your rental- the minute rate will become the hourly rate, and the hourly rate to day rate. The day rate is for 24 consecutive hours starting from when you initiate the rental. So that means, if you rented the car during a Friday afternoon at 5 PM, you could keep the car until Saturday afternoon at 5 PM, paying just the flat day rate price (+ taxes & fees).

Learn how to open and close the trunk of a car2go. Simply unlock the car via the key fob or by pressing the unlock button on the dashboard, then press the button located just above the back license plate, under the handle. You can then raise the rear window, or if you need to also open the tailgate, press the tabs on the side and push down.

If you’re in a next-gen smart car, unlock the car (on the fob or inside), press the center button on the glass door in the back and lift up. Then pull the handle on the top of the bottom gate. Open sesame!

To open the trunk of a Mercedes car2go, you can press the button on the side of the driver’s side door or press unlock twice on your car key and press the button located just above the back license plate.

Learn how to use the Radar function on the car2go app.

No need to worry - place the ticket in the glove box area and we'll take care of the rest!

Yes. $5.00 will probably get you where you need to go, so just fill up a bit and we’ll take it from there!

Should you need to refuel a vehicle to complete your desired trip, feel free to do so! Then send us an email to memberservicesNA@car2go.com with a picture of the receipt, the license plate number of the vehicle you drove, and time of your trip. We’ll confirm the refuel and reimburse you with drive time minutes to use towards a future car2go trip.

Congrats! To get started, locate a car2go through the official car2go App. You can then reserve and access a vehicle with our App. Check out our videos for more information.

No, we wouldn't want you to receive a citation or tow for the improperly parked car. If you find a car2go in unauthorized parking please send us an email so we can remind the previous member of our parking policy.

Don't forget that all car2gos must be parked according to each Home Area's parking rules or in designated car2go parking.

Not necessarily. When ending your trip, it's always important to verify that you've parked in accordance with the car2go Parking Rules for your city.

Send us an email of the item you found and the license plate to memberservicesNA@car2go.com and we'll take care of it from there!

Lose something? Send us an email and we'll let you know if it's in our possession.

For something more urgent, like a wallet, give us a call and we'll help with the next steps.

Please note that car2go is not responsible for loss of or damage to a member's property or the property of others left at any time in or on any vehicle or on car2go's premises, even if it is in car2go possession and regardless of who is at fault. car2go may hold lost and found items for up to 90 days depending on the local laws.

Learn how to use the bike racks available in Portland (more cities to come!).

Learn how to reserve a car2go Don't worry, reserving a car2go is not required but it is recommended.

Learn how to view recent car2go trips on the app.

Please note: the newest generation of car2go vehicles are only accessible via smartphone. In addition, these new car2go vehicles include Bluetooth, charging cables, and enhanced GPS navigation so you can play your own music and charge your phone while seamlessly navigating to your destination.

How can I find one of these vehicles? We've conveniently labeled the new vehicles on the app with a "Smartphone Only" icon and on the windshield with a "car2go App Required" sticker as seen below:

Once you’ve located your car2go:

1. Open your app

2. Select the vehicle

3. Enter your 4-digit PIN

4. Enter the 3-digit Access Code located on the windshield display

5. After entering the Access Code, the vehicle will unlock and you’ll find the key to the left of the steering wheel. Insert the key in the ignition and off you go!

To learn more about Smartphone-Only vehicles please check out the video.

For the most part, trips will start and end smoothly for yourself and the next passenger, however, there are some costs occasioned by improper use. These fees are designed to keep the service running smoothly for everyone in the community. This way, everybody benefits in the end.

• Driver Protection Fee: $1.00 plus taxes per trip (For first 90 trips in a calendar year; resets annually)
• Lost Key (smart): $400 plus taxes
• Lost Key (Mercedes-Benz): $650 plus tax:
• Declined Credit Card Payment: $25.00 plus taxes (Processing fee plus actual amount owed)
• Excessive Cleaning Required: $50.00 plus taxes (Cleaning beyond normal scope: stains, smoke, pet hair, etc. (additional expense))
• Smoking: $100.00 plus taxes (No smoking materials of any kind, including electronic cigarettes and vapors)
• Unsecured Pet Violation: $50.00 plus taxes (Pets are allowed in vehicles only when in approved carriers)
• Unauthorized Parking: $50.00 plus taxes (car2go parked in unauthorized area, requiring car2go handling of the vehicle)
• Towing: $150.00 plus taxes and actual towing charges (Processing fee plus actual costs of tow, storage and/or citation)
• Loss of Revenus: Up to $50.00 per day plus tax (In event of a vehicle being removed from service
• Processing for Tickets / Violations: $25.00 plus taxes and actual ticket charges (Processing fee plus actual ticket amount owed)
• Processing Pay by Mail Toll: $5.00 plus taxes and actual toll charges (Processing fee plus actual amount owed)
• Unlocked / Unsecured car: $50.00 plus taxes (Car left unlocked, windows down, tailgate open, etc.)
• Damages to car2go: Up to $1000.00* (Member is responsible for damage to car2go up to deductible) *barring a violation of the Terms and Conditions

Learn how to use the app here - it's easy!

You are responsible for any fines assessed during or after your trip if you improperly park the vehicle or leave it in an unauthorized area. In addition to the fines and/or tickets, you may also be responsible for car2go service fees. For more details, check out the parking rules for your city in the "Parking" section of our website or contact us at MemberServicesNA@car2go.com (if you're in the U.S.) or MemberServicesCAN@car2go.com (if you're in Canada).

Don't worry, car2go has support around the clock!

Call us at 877.488.4224.

Tip: try turning off Wi-Fi - it can help with any interference from surrounding networks. Next, make sure your car2go app is on the most up-to-date version, and that your phone's operating system is up to date too. Finally, you can clear the cache from the car2go app (found in your phone's settings). If that doesn't help, give us a call at [FOR US- 877-488-4224]/[FOR CA- 855-454-1002] and we can help you out!

If in a smart fortwo car2go, you will see on the gear shift that there is a +/- for manual shifting. Make sure the gear stick is all the way to the right before attempting to move to park. If you have further trouble, please give us a call and we'll help out!

If in a Mercedes-Benz car2go, press the button on the end of the gear shift. The gear shift is the lever located on the right side of the steering column.

Please make sure to always leave a car2go on-street unless it is a designated car2go parking spot.

All private, off-street parking is prohibited because it could get towed.

This includes residential driveways or garages, shopping centers, apartment or office building parking lots/garages, or paid parking lots/garages.

Parking legally on-street means using public roads within the Home Area that do not have additional signage prohibiting parking (ex: valet, taxi or pedicab zones, or commercial zones).

Be aware of parking restrictions at specific times or on specific days (ex: commuter lanes and street sweeping).

To access manual shifting, simply shift the gear all the way down, and then to the left. You will see on the gear shift that there is a +/- for manual shifting. This will alleviate the lag between gears. Tip: get up to about 20-25 mph before shifting up to 2nd. Downshifting when going up hills is a good way to get more umph, also. There is an arrow that will appear on the dash when it wants you to shift up, but the car is capable of downshifting itself when slowing down.

If you don't want anyone else to take the car2go you've been using, or if you’re driving to a destination located outside of the Home Area, lock the car2go and keep the keys. This is called a Stopover.

You are charged for the entire time that you are logged in to the vehicle, even while it is parked.

A Stopover is useful for running errands or even for a quick trip to the store. Don’t forget to take the keys and lock the car!

car2go provides hundreds of vehicles that can be accessed on demand. No reservations required!

Unlike traditional carsharing programs, you can make one-way trips within the designated car2go Home Area. This means that you can use the vehicle for as long as you like, without committing to a specific return time or location. You can end your trip in any authorized parking space within the car2go Home Area.

Don't worry about late return fees! With car2go, you pay as you go, and our by-the-minute pricing includes the costs for fuel, insurance, parking, and maintenance (basically, we've got you covered).

Beginning June 1, 2015, each member’s deductible will be lowered from the rate of $1,000 to $250. Each trip will be charged a $1 (plus taxes) surcharge. And, starting June 1, 2015, any member who takes 91 or more trips by the end of 2015 will have their deductible lowered to $0. At the beginning of 2016, the trip count will reset to 0 and the deductible will go back to $250. The member will then have the entire calendar year to reach 91+ trips to qualify for a $0 deductible.

The car2go Home Area is our operating area in which you can begin and end your trips. You can make a stopover outside the Home Area, but you must be within the Home Area to end your trip. There is a limit for going outside of the Home Area - only up to 200 miles in the USA or 300 kilometers in Canada.

Learn more about car2go Home Area.

Our fleet consists of car2go edition combustion engine smart fortwos, the next-gen smart, and Mercedes-Benz GLAs and CLAs. You can hop in and drive a Mercedes in Austin, Portland, Seattle, Toronto, Vancouver, and Washington DC. Don’t see your city on the list? Not to worry, more U.S. and Canadian locations will get to experience new Mercedes-Benz vehicles throughout 2017.

The following are included with your membership:

• Fuel/charging for gas and electric vehicles
• Mileage up to 150 mi/200 km per trip
• Insurance
• Free parking in approved areas*
• Vehicle maintenance
• 24/7 customer support

Additionally, some car2go vehicles are equipped with Bluetooth technology and charging cables for your phone.

*Parking isn't always free everywhere. Some locations in the Home Area may charge an additional fee, such as airport and other special zones. Check out your local parking page for more details.

You’ll be able to drive once you receive an email from us letting you know your membership has been processed. Please keep in mind that it can take 1-2 business days for processing - but it's worth the wait!

While parking is always free with us, parking rules are different for every city. You can park in any legal on-street public parking space within the Home Area. You can find all the details on your city's parking info page:

• Austin Parking Rules
• Columbus Parking Rules
• Denver Parking Rules
• New York City Parking Rules
• Portland Parking Rules
• Seattle Parking Rules
• Washington, D.C. Parking Rules

• In the car2go edition smart fortwo the key is stowed blade first in its holder to the right of the touchscreen computer.

• In the next-gen smart, the key is stowed key chain fob first in its holder to the left of the steering wheel. Please note that there is a round silver button you will need to push to eject the key blade.

• In the Mercedes-Benz car2go, the key is stowed key chain tag first in its holder inside the glove compartment.

Anyone! There are just a few requirements members need to meet to be covered under our insurance. A member needs to be at least 18 years of age and have a reasonable amount of driving experience; so members cannot have a learner’s permit or be a “new” driver. Also, a member must have a driver’s abstract in good standing, with no alcohol- or drug-related violations. Offenses under the motor vehicle code will be examined — and their severity can negate membership.

Any one of these criteria will result in an MVR check failed:

• A driver’s license is currently suspended, revoked, expired or suspended.
• Convictions for reckless driving within the past 36 months.
• Convictions for driving under the influence, driving while intoxicated or driving while impaired within the past 36 months.
• Three or more moving violations within the past 24 months.
• Failure to report an accident or leaving the scene of an accident within the past 36 months. 6. Conviction for possession of a stolen vehicle, or the unauthorized use of a vehicle, or the use of a vehicle in the commission of a crime in the past 36 months.
• Past violation time length may be different depending on the State in which the violation was received. Please verify with the State in which the violation occurred about when it will be removed from your record.

If you would like for us to check your records again feel free to send a copy of your driver's abstract to car2go for a manual review.

Similar to other vehicles, winter driving can be tricky in a car2go.

Lucky for you, our entire fleet is equipped with Electronic Stability Programs, Anti-Lock Braking Systems, crash management systems, and full-sized airbags.

In our snowier markets, car2go vehicles include all-season tires, ice scrapers, and sometimes even heated seats! Montreal car2gos come equipped with snow tires so you're always prepared.

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