Name: Free2move
Rating: 4.1 (79104 reviews)

Question 1

I forgot my magic PIN. How can I retrieve it?

Accepted Answer

You can always request your magic PIN through the app:

1. Open the app

2. Go to Menu

3. Select My account

4. Tap on Request PIN

We will then send your PIN to your mobile phone number via SMS. Please note that your PIN cannot be changed.

Locked account? If your account is locked after entering the wrong PIN too many times, you can unlock it yourself by following these steps:

1. Open the app

2. Follow the instructions for unlocking

3. Enter your driver's license number

Your account will be unlocked, and the PIN will be sent to your mobile phone number via SMS.

No access to your mobile phone number? No problem! Just give us a call for assistance.

Question 2

What should I do if I've had an accident?

Accepted Answer

Oh no! We hope everything is alright. Please follow these steps:

1. Dial 911 immediately and wait until the accident has been processed by the police.

2. Call Customer Support
    
    to inform us about the accident. You can also find our hotline number in the app.

Stay safe and take care

Question 3

What should I do if the engine doesn’t start?

Accepted Answer

Relax. In most cases, there’s nothing wrong with the car. As a safety measure, we remotely lock the engine so that the car can’t be driven off while you’re away. When you’re ready to drive again, simply unlock the engine via the app. If that doesn’t work, remove the car key from ignition and try again.

Question 4

How do I refuel Free2move cars?

Accepted Answer

You don't have to refuel our cars, but if you choose to, the cost is on us. Here's how it works:

1. $5 will probably get you where you need to go, so just fill up a bit and we’ll take it from there!

2. Please use Premium or Supreme Gas fuel (fuel octane rating of 91 or above).

3. Send us an email with a copy of the receipt, the car license plate number you drove, and the time of your trip.

4. We’ll confirm the refuel and reimburse you with Free2move credit to use towards a future trip.

Question 5

How do I charge an electric car?

Accepted Answer

We currently do not have any partnerships with charging stations in North America. Any electric cars in the fleet will be charged by our team.

Question 6

Where can I park and end my trip?

Accepted Answer

To end the trip, you need to be within the Home Area. This is our operational zone where Free2move cars can move freely around the city. You can park for free in any legal public parking space within this area.

If you wish to park and end your trip in drop-off zones outside the city but still within your Home Area, please note that a drop-off fee will apply.

See all parking rules [/us/en/faq/parking#where-can-i-park]

Question 7

How do I add a new payment method?

Accepted Answer

You can easily add a new payment method directly in the app:

Open the app ▶ Menu ▶ Payment ▶ Edit payment profile(s) ▶ Open the Payment Profile → Change…

Frequently asked questions