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FAQ

Everything you need to know at the click of a mouse.

Click on any of the questions below for the answer. If we haven't covered your particular concern, please send us an email.

  • HOW DO I SIGN UP FOR CAR2GO?

    Registering to become a member is easy, just click Become a Member and complete the online registration form.

    Step 1: Create a user profile

    A valid email address and mobile number are required to complete your profile. Please validate your email address by clicking on the verification link in your email.

    Step 2: Enter both driving licence and payment details

    In order to fully activate your member card, please enter both driving license and payment details in your account. No charges will be incurred unless usage exceeds bonus minutes.

    Thank you for registering with car2go. In the next few days, we will be in touch to conduct a 3-way call with DVLA to verify your driving license information. This will only take a few minutes. Your member card will arrive in the post between 3-5 business days.

    *To be eligible, you must hold a valid UK or international driving license for at least a year.

  • WHY DO I NEED A "CAR2GO MEMBER CARD" AND WHERE DO I GET IT?

    The car2go member card is required to unlock and lock every car2go in the city. If you registered online, you member card will be posted to you once we verified yourdriving license details via 3-way calling with DVLA. You can expect your member card in the post between 3-5 business days. In order for your account to be fully activated, your account needs to have bothyour driving license and payment details.

  • CAN I USE MY MEMBER CARD IN OTHER CITIES/COUNTRIES ? (INTERNATIONAL ROAMING)

    Yes, it is possible to use your car2go member card also in Birmingham.

  • WHO CAN BECOME A CAR2GO MEMBER?

    To be eligible to become a member, you must hold a valid UK or international driving license for at least a year.

  • WHERE CAN I END A CAR2GO RENTAL?

    You can use your car2g for as long as you like. When you are finished, end the rental inside the Home Area. Remember, you can only end your rental inside the Home Area, in any legal, unrestricted free-parking spaces or inapproved meteredand residential neighbourhood parking spaces inIslington.

  • CAN I LET ANYONE ELSE DRIVE A CAR2GO RENTED BY ME?

    No, you are not allowed to let anyone else drive the car2go. This also applies even if the other person is also a car2go member.

  • DO I HAVE TO DECIDE IN ADVANCE HOW LONG I WANT TO USE CAR2GO FOR?

    No, you don’t. You can end the rental at any time, so you can remain flexible and independent. The only requirement is that you end the rental within a car2go home area.

  • HOW LONG AM I ALLOWED TO DRIVE?

    The maximum duration of any single rental agreement is 48 hours.

  • CAN I TAKE THE CAR2GO ABROAD?

    No. Using a car2go abroad is not allowed.

  • HOW DO I FIND A CAR2GO?

    Right here on the website homepage, whilst on the move using your smartphone app, or simply find one parked on the street.

  • RESERVE A CAR2GO

    You can reserve a car2go up to half an hour before the start of your rental, for instance here on the website using Google Maps, or by using your smartphone app.

    Click the info box to find out more about the current location as well as the general condition and the fuel level of the car.

    Once reserved, you will receive confirmation of your reservation together with the registration number and the precise location of the car via an SMS.

    How many vehicles can I reserve simultaneously/at the same time?

    It is only possible to reserve one vehicle at a time.

    My reservation has failed – what might be the cause of that?

    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.

  • HOW FAR AHEAD CAN I RESERVE A CAR?

    You can reserve a car up to 30 minutes in advance.

  • WHERE CAN I PARK?

    Parking is included in approved spaces.

    General Rule of Parking Parking

    Parking is included in any legal, unrestricted free-parking spaces within the car2go Home Area.

    Additional parking spaces

    Pay and Display Bays

    You can park in Pay and Display bays without time restriction and at no cost in the Borough of Islington.

    Residents Permit and Shared Use Bays

    You can park in Residents Permit and Shared Use bays in Islington without time restriction.

    Where to stopover

    You can still park and make stopovers inside and outside the Home Area, just remember to pay for parking if required. Please note that you can only make stopovers in private parking spaces and private car parks.

    Where not to park

    1. Pay and Display, Residents Permit and Business spaces outside of the Borough of Islington are not covered in the car2go rental price. You can still make stopovers and pay for parking in Pay and Display bays, but you cannot end your rental.

    2. Off-­‐street private parking spaces, private car parks and Car Club bays are not covered in the car2go rental price. You can still make stopovers but you cannot end your rental in privately owned parking spaces.

  • CAN I PARK AT A PAID PARKING PLACE?

    You can only make stopovers in private parking spaces and private car parks. You will be responsible for any parking fees and will be charged for the time parked. You cannot end rentals in private spaces or private car parks.

  • CAN I LEAVE A CAR2GO AT A DIFFERENT LOCATION THAN FROM WHERE I PICKED IT UP?

    Yes, you can end your car2go rental on any legal parking place within a home area, provided it is not a private resident’s parking place or a corporate parking place. You can find information about the current parking facilities in each borough here

  • WHERE ARE THE CAR2GO CAR PARKS LOCATED?

    There are no designated, privately operated car parks in London at this time. You can find car2go approved parking spaces across London here .

  • DO I HAVE TO PUT PETROL IN THE CAR2GO?

    No, you don’t have to refuel the car2go yourself, as our service team will take care of that.

  • HOW DO I REFUEL IF IT GETS LOW?

    There is no obligation for you to refuel a car2go. However, if the tank is getting low and you need to refuel, you will find a Shell fuel card in a slot above the touchscreen. You can use this at any Shell or Total petrol station on the car2go account. Please only fill up with the fuel grade indicated on the filler flap.

    If the tank is less than 1/4 full before refuelling, you will get free minutes added to your account as a thank you for your time (with a maximum of once per rental period).

  • WHERE CAN I REFUEL?

    You can refuel at any Shell, Total, Esso and Texaco petrol station using the Shell Fuel Card that is located above the touchscreen.

  • WHAT FUEL GRADE DO I USE?

    Please, only fill up the car with the fuel grade indicated on the filler flap.

    n.b. If you fill up with the wrong fuel grade, you will be charged.

  • HOW DO I START THE CAR?

    After entering your PIN and rating the condition of the car, you take the ignition key from its slot right next to the touchscreen.

    Put the key into the lock, which is just behind the gear lever, press the brake pedal and put the gear lever to position “N”.

    Now, you can start the engine.

  • WHAT EQUIPMENT IS IN A CAR2GO?

    The cars are equipped with the following features:

    • Automatic or semi-automatic transmission

    • Eco stop-start system

    • Sat-Nav

    • Airconditioning

    • ESP (Electronic Stability Program)

    • ABS (Antilock Brake System)

    • FM/AM Radio

  • HOW CAN I DISABLE MY MEMBER CARD?

    Please first log-in with your user name and password, then go to “mycar2go” – “Data” – “Driver’s licence data” – “Disabling the car2go Membercard” and click on “GO”. You can enable your member card again in the same way.

  • WHERE CAN I CHANGE MY PERSONAL DETAILS?

    Simply log-in with your user name and password. Then choose “my car2go” – “Data” – “Personal data” on the left side.

    On this page, you can now change address, telephone number, e-mail, password and PIN.

    Please keep your details up-to-date.

  • HOW CAN I CHANGE MY CREDIT OR DEBIT CARD?

    You must have a valid credit or debit card registered on your car2go account. Simply log-in with your user name and password. Then choose “my car2go” – “Data” – “Change payment information”.

    Please keep your card details up-to-date.

    n.b. If you change your debit/credit card more than twice, then your account will automatically be frozen. This is a potential fraud prevention measure designed solely to protect you.

  • HOW DO I REGISTER A COMPANY?

    First of all, you appoint a corporate administrator for car2go, who also serves as the car2go contact. This administrator also has to be registered with car2go as a private customer. Once the registration process has been completed, you will receive a confirmation e-mail with information about the next steps.

  • HOW MUCH DOES DRIVING A CAR2GO COST?

    car2go has a highly attractive and easy rate structure with no monthly fee. You only pay a one-off registration fee of £29.90, for which you get your car2go member card.

    Using car2go costs 35p per minute and a maximum of £14.90 per hour “all in”, so including fuel, insurance, road tax and car park fees.

    Our rates can be found here

  • HOW CAN ADDITIONAL COSTS FROM CAR2GO BE INCURRED?

    • Loss of member card

    • Loss of fuel card, parking card or ignition key

    • Damage to the vehicle caused intentionally or through misuse or neglect

    • Traffic infringements or non-compliance with the terms and conditions for use

    • Leaving the car excessively dirty

    All information about miscellaneous costs can be found here.

  • HOW DO I PAY?

    Payments from private customers will be made via credit or debit card. As a private customer, you can download your latest invoice every week as a PDF from “my car2go”.

    Corporate customers will be sent an invoice by post.

  • HOW DO I GET CAR2GO INVOICES?

    As a private customer, you can download your latest invoice every week as a PDF from “my car2go”. As a corporate customer, you will be sent your invoice by post.

  • HOW DO I KEEP TRACK OF MY EXPENSES?

    On the car2go website, you can find the following information at “my car2go”:

    • All rentals during the last month

    • Start and finish address

    • Duration of the rental

    • Route

    • Cost

    Just log in with your user name and password and keep track of your expenses.

  • CAN I LET ANYONE ELSE DRIVE A CAR2GO RENTED BY ME?

    No. You are not allowed to let anyone else drive the car2go. This applies even if the other person is also a car2go member.

    In case of infringement, a penalty fee has to be paid and the insurance cover will no longer be valid.

  • WHAT OTHER RULES HAVE TO BE CONSIDERED?

    Thank you for observing the following rules while using car2go:

    • Alcohol and drugs are absolutely forbidden (0.0mg)

    • Absolutely no smoking in the cars.

    • No carrying of pets and animals, unless they are in a closed cage which has been placed safely on the cargo area.

    • Pleasedrive carefully.

    • No items are to be removed from the car.

    • The car must not be given to any third party.

    • No more than one passenger in the car.

    • Damage and any found items are to be reported using the SOS button.

  • HOW ARE THE CAR2GO CARS INSURED?

    No need to worry: every car2go is covered by comprehensive insurance with an excess of £500. The insurance cover is included in the rate of 35 pence per minute.

  • WHAT HAPPENS IN CASE OF AN ACCIDENT?

    In case of an accident in which a third party is involved, please:

    • Notify the police

    • Call our emergency number using the SOS button to discuss further procedures.

  • WHERE CAN LOST AND FOUND ITEMS BE COLLECTED?

    As a rule, we immediately take all items found by the service team, or handed in by car2go users, to the car2go shop. Please enquire there.

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