FAQ EN

FAQ's

What is Free2Move?

Free2Move is the future mobility brand of Group PSA, and one of the most exciting projects in the mobility field, with seat in Berlin. Our free-floating carsharing services are available in Washington D.C., Paris, Madrid, Lisbon, Wuhan and, from now on, in Frankfurt.

 
What do I need to become a member?

As long as you are at least 18 years old and have had a valid driver's license for one year or more you can sign up for Free2Move Carsharing with a valid identity card or passport.

 
How do I sign up?

You just need your Free2Move App for the registration. Just click on "start now" and select Free2Move Frankfurt. The App will guide you through the whole process:

- Scanning the documents (driver's license and identification)

- Entering your adress details

- Setting a payment method

- Submitting data and you are ready to drive with Free2Move!

 
Where can I get the App?

You can find the Free2Move App for Android here , and for iPhone here .

Do I have to pay any registration fee?

No, the registration is currently free of charge.

Are international driving license accepted?

For technical reasons we can't accept international driver's license currently. However we accept any driving license permitted within the EU.

 
Is it allowed for someone else to drive my rented vehicle? 

No: by letting someone else drive in your place, you violate our General Terms and Conditions. This invalidates your insurance cover and you will have to pay the full costs in case of an accident plus a 500 € fee.

 
How long do I have to wait from the sign up until I can drive a car? 

Your account will be immediately unlocked after you complete the registration. As soon as this happens you will get a confirmation e-mail. Now you are ready to make the first booking in our App right away.

 
I have a problem scanning my driver's license/identity card or taking the selfie. What can I do? 

These tips may help you:

- Ensure that the light conditions are good

- Put the document in a flat surface

- Make sure that all the data is easily readable: usually reflexctions can lead to the document not being recognized

- Ensure that your camera is focused on the document

- Make sure that sufficient lighting conditions are also provided for the Selfie

- Keep in mind that the picture on your documents will be compared and verified.

If there are still problems, please contact our customer service (+49 30 22957636). In case you get an error message in the App, please get in touch with our customer service.

 
How can I change my payment details? 

Please send an e-mail to our customer support service (support.frankfurt@free2move-carsharing.com).

 
My account was marked as "suspended". What can I do? 

Oh no! That can happen if a bill could not be charged, your driver's license has expired, or if your payment details or not valid anymore. For more detailed information please contact our customer support (+49 30 22957636).

 
How can I cancel my membership? 

Please, send an e-mail to our customer support (support.frankfurt@free2move-carsharing.com).

 
My data (phone number, adress, name, driver's license) has changed. What should I do? 

Please, send an e-mail to our customer support (support.frankfurt@free2move-carsharing.com).

 
How can I modifiy my personal details? 

Please, send an e-mail to our customer support (support.frankfurt@free2move-carsharing.com).

 
How can I change my password? 

Just log out of the Free2Move App and click "Forgotten password?".

How far in advance can I book a vehicle?

You can reserve for 15 minutes twice in a row. After this you can not reserve the same vehicle for 30 minutes.

I want to book a car, but it is not working. What can I do?

Are you a signed up Free2Move customer? If not, just sign up directly in our App and in a few minutes you will be able to book your first car.

If yes, please, log out of your Free2Move account and try it again.

If you get an error message please call our customer support (+49 30 22957636) and let us know the exact message. We will solve the problem together. .

How much does Free2Move Carsharing costs?

With Free2Move you pay for a normal ride (under 200 kilometers) only for the time that you are using the vehicle - from 0,33 € per minute. We have rates per minute, hour our day and charge always according to the fairest rate for you (SmartBilling). You can learn more about this in our pricelist.

 
Are the kilometers driven also charged?

You have 200 kilometers included for each ride, regardless of the duration. If you exceed this range, you will be charged for the additional kilometers. Here you can find the exact pricelist.

 
Are there further fees or taxes that may be incurred during the use?

No, not as long as you are careful with the cars and park properly. We pay for the taxes, parking fees, gas and insurance.

 
Am I insuranced as a user of Free2Move during the vehicle use?

Yes, our vehicles are insured for liability. The retention in case of damage amounts 500 €.

 
Do I need myself an insurance to use the cars?

No, you don't need any extra insurance to use any of our vehicles.

 
Is the fuel consumption included?

Yes, fuel consumption is included.

 
The tank of the vehicle is empty. What should I do?

You can refuel the vehicle at every gas station and we will give you the money back: just send us the receipt via e-mail to our customer support (support.frankfurt@free2move-carsharing.com) and we will refund you the amount immediately. Just, please, make sure that you fill up the correct fuel. However this is not very common, as we always take care that our cars are fully tanked available.

 
Will I be reimbursed for the costs of refuelling?

Yes, you will. Don't forget to get a receipt and send it to our customer support (support.frankfurt@free2move-carsharing.com). Please, make sure that you fill up the right fuel.

 
What happens if I get caught speeding?

Oops, can happen anyone! The competent authority uses the number plate to identify us, as the owner of the car and will tell us when an infraction has been commited. We will check who had borrowed the car at that point (you) and will charge an administration fee (see pricelist). Then we will report your name and adress to the authorities, who will send you a fine notice.

 
What happens if I get fined?

Ooops, anyone can happen! The competent authority will use the number plate to identify us as the owner of the car and tell us when an infraction has been commited. We will check who had borrowed the car at that point (you) and charge an administration fee (see price list [link]). Then we will report your name and adress to the authorities, who will send you a fine notice.

What payment methods are accepted?

Currently we can only accept credit card. We are already working to be able to use other payment methods soon.

 
From when is the booking calculated?

The booking starts as soon as the vehicle is opened.

 
When will the cost of my trip be charged to my credit card?

The costs will be debited from your credit card immediately after the end of the ride.

 
The charge was more than it should be. What can I do?

Please, contact our customer support (support.frankfurt@free2move-carsharing.de) and we will check it carefully.

 
I was wrongly charged for parking tickets, towes, etc. What should I do?

Please, contact our customer support (support.frankfurt@free2move-carsharing.de) and we will check it carefully.

 
How can I see how much will be ride cost?

You will pay for the use per minute. For further information you can check our price list.

 
I haven't received any invoice. What should I do?

After your booking you will get an e-mail with all your trip details, including the price of your ride. You can also check the details about your last trip in our App directly under "trips". In case you can't find the details neither in your spam folder, please contact our customer support team (support.frankfurt@free2move-carsharing.com).

 
What cars are available to me?

To start there are Opel Adam vehicles available.

How can I book a car?

Just open your Free2Move App, check which cars are close to you and book the one the suits you the best. You have 15 minutes to rent the car. In the meantime the vehicle will be booked for you and no one else will have access to it. If you don't make it to the car on time you can book it again for another 15 minutes.

 
How can I open the car?

You open the car directly with the Free2Move App. Just book the vehicle and as soon as you are at the car you can access to it by clicking "open".

 
Where do I find the key?

The car keys are inside the car and bounded by a string. You only need the key to turn the engine on. For a stopover, use the App to lock and unlock the car.

 
Where can I park the car?

There are special Free2Move park spaces in Rüsselheim, at the Frankfurt airport and in the city center (for example "Am Gericht" parking garage). Otherwise you can park the car in every not time limited public park space, as long as it is inside Free2Move's business area. Please, don't end your trip in underground car parks or in any paid parking space on the street. You can make stopovers in paid parking spaces as long as you pay the parking fee.

Do I have to pay any parking fees?

Yes, at stopovers. Please, do not finish the rent in time limited or fee-required parking spaces. You can always end the rent or park for free of charge in any of our partner's parking houses.

 
Do I have to return the car back to where I took it?

No, you don't have to return the car to the same place. We are a free-floating carsharing provider and you can park the car on any public, non-time limited parking space inside our business area or in any of our partner's car parks.

 
What should I do in case of flat tire or if the tank gets empty while driving?

Just keep calm! Secure your vehicle's location with the warn triangle and call our customer support number (+49 30 22957636). We will send help right over.

 
What should I do if the car I booked is damaged?

Oh, damn! We're sorry for that. But great that you took a look at the car. Please, call directly our customer support number (+49 30 22957636) to report the damages, or send us an e-mail with your vehicle's number plate and pictures of the damage that you found.

 
How can I report a damage?

To report a damage, please, call our customer support number directly (+49 30 22957636) or send us an e-mail with your vehicle's number plate and pictures of the damage that you found.

 
Am I responsible for for vehicle damages?

It depends. Generally you are responsible to report any damages in the vehicle to our customer support. This applies to damages founded before the start of your trip as well as to those caused during your rental period. Of course you will be insured during the whole vehicle use. However, there is a self retention of max. 500€ in case of damage. Should the damage have ben caused intentionally, we reserve the right to charge the entire repair costs.

 
Can I smoke in the car?

No, you are not allowed to smoke in any of our cars, if only our of consideration for other users, especially children, who can ride along in the car. A violation of the smoking ban will be penalized with a 150€ fee from our side. Here [link] you can read further details.

 
Someone smoked in my car. What should I do?

We're sorry about it. That's really not okay. Please, get in touch with our customer support directly (+49 30 22957636), so that we can identify the previous tenant and find and handle with the problem.

 
Can I bring my pet along in the car?

Pets are generally not allowed in our vehicles. If only out of consideration for other users, who may suffer of allergies to animal hair. Exception to this rule applies to service-companion dogs. Just, please, make sure that the animal is carried in an appropriate transport box, so that other members don't find any hair or dirt inside the car.

 
What does exactly the business area looks like?

You can check the business area directly in your App by clicking on on the map symbol in the map view. It includes, basically the entire city center of Frankfurt, as well as specific park spaces at the Frankfurt airport and in Rüsselsheim.

 
Can I leave the business area during my rental period?

Of course you can leave the business area during your rental period. Just make sure that you end your trip within the business area. As long as you are outside the business area your rent will continue. You will get a notification from the car as soon as you leave the business area, as well as when you come back.

 
Where can I park at the airport?

You can find the parking spaces at Frankfurt airport in the Terminal 1, row 611. The parking in the Terminal 1 is sign posted.

Where can I park the car in Rüsselheim?

In Rüsselheim you can park the car at the following address: Grundweg 1, Friedrich-Lutzmann-Ring, 65428 Rüsselsheim an Main

 
How can I open the car's trunk?

With the Opel Adam you simply go to the back of the trunk lid and press the area below lightning symbol in the Opel logo.

 
How do I know when I am outside the business area?

As soon as you leave the Free2Move business area, you will get an alert through a voice prompt and a red LED light in the car. The same will happen when you get back to the business area. Moreover you can take a look in your Free2Move App anytime, to know where you exactly are and where the business area ends.

 
Can I park in a private parking spot?

No. Private and time limited parking spots are not allowed locations to finish the rental. It is of course up to you to park the cars there for a stopover during your rental.

 
Can I park in parking spaces with a parking disc?

No. Private and time limited parking spots are not allowed locations to finish the rental. It is of course up to you to park the car there for a stopover during your rental.

 
Can I park and keep the car without ending the rental?

Yes, of course. To park the car for a stopover without ending the rental, just use your phone as key. So turn off the engine, leave the keys hanging in the car, get out and click on "park and keep". The vehicle is then locked, and you can relax, go shopping, etc... As soon as you're ready to continue, just go back to the car and click in the App on "resume ride". The car will unlock and you will be able to continue as usual. Please, note that during the parking process the rent will continues.

 
What should I do if I am stopped by the police?

Stop and follow the instructions. In case you need them: a copy of the vehicle papers is located in the glovebox.

 
The police don't accept the copy of the vehicle papers. What should I do?

The fee can be submitted to our customer support (support.frankfurt@free2move-carsharing.com) und will be refunded.

 
Is there any special rule that I need to follow?

Yes, your alcohol level must be 0,0 permille, you can't consume any drug, and smoking in the car is also prohibited. Pets are not allowed in our vehicles (see "Can I bring my pet along in the car?"). You are allowed to bring along as many passengers as the number of security belts available in the car. You are not allowed to remove anything from the car during the rental period. Please, be careful, report any damage and be always in posession of a valid driving license.

 
What happens if I park the car outside the business area?

You cannot end the lease outside the business area. Should the vehicle be parked outside the business area, the rental will continue at your own cost, until you bring it back.

 
I have seen a Free2Move car parked wrongly. What should I do?

Thank you so much for reporting it! Write an e-mail to our customer support (support.frankfurt@free2move-carsharing.com). The number plate will be enough for us to locate and re-park the vehicle.

 
Do the parking spaces at Frankfurt Airport cost extra?

Yes, the cost for parking the car in the designated spot at Frankfurt airport is 5,90€. The same amount will be charged for starting a ride at the airport.

 
The car is dirty. What should I do?

We're very sorry! That's really not okay. Please get in touch with our customer support (+49 30 22957636) so that we can take care of it.

How can I start my ride?

Just book a vehicle with your Free2Move App. As soon as you stand next to it, you will be able to unlock it with the App too. Once the vehicle has open, your rental will start running and you are ready to sit, grab the keys and drive off.

 
The engine doesn't start. What should I do?

It can happen. But don't panic! Just grab the keys and put it in the ignition. Make sure that the the wheel lock is not active and press the clutch while you start the engine. Still not working? Then call our customer support number (+49 30 22957636), and we will do our best to help you.

 
Are the cars equipped with navigation system?

No, but you can use your Smartphone.

 
Are the vehicles equipped with manual or automatic transmission?

Our vehicles have manual transmission.

 
Where can I find all the insurance, car papers, etc.?

You will find them in a folder in the glovebox.

 
How do I end my journey?

You can end your journey easily with your Free2Move App. Just make sure that you're ending the rental within the business area and that the car is parked in a designated parking space (not private or time limited). Switch off the engine, leave the keys inside the vehicle and close all the windows and doors. Afterwards you can finish the rental by clicking "ending ride" in your App.

 
I get an error message from the vehicle. What should I do?

Please, get in touch with our customer support (+ 49 30 22957636) so that we can help you further.

 
The car was towed away while I was parking. What should I do?

Please, call our customer support number (+49 30 22957636) so that we can help you further.

 
I think there is a technical issue with the car. What should I do?

Oh, damn! We're sorry! Please, call our customer support number (+49 30 22957636), so that we can help you further.

 
I parked my car and I can't unlock it again to continue my journey. What should I do?

Oh, damn! We're sorry! Please, call our customer support number (+49 30 22957636), so that we can help you further.

 
I parked my car but can't remember where. What should i do?

Please, get in touch with our customer support (+ 49 30 22957636). Our colleagues can locate the vehicle via GPS and will sure be able to help you with your search.

 
I have finished my rental my the car doesn't lock. What can I do?

Oh, damn! We're sorry! Please, call our customer support number (+49 30 22957636), so that we can help you further.

 
I want to park the car but the doors won't lock. What should I do?

Oh, damn! We're sorry! Please, call our customer support number (+49 30 22957636), so that we can help you further.

 
I left something inside the car and ended my rental. What can I do?

Please, book the car again to get your things out. You can end the rental immediately after it. In case the vehicle is not available anymore, please, get in touch with our customer service (+49 30 22957636), so we can help you further.

 
I found something inside the car that doesn't belong to me. What should I do?

Please, put it in the glove compartment (in case it fits the size) and inform our customer service (support.frankfurt@free2move-carsharing.com). Then our team can take care, that the owner gets it back.

 
What should I do in case of accident?

First of all, take one deep breathe. We hope that you are okay! Please call 110 and let the police document the accident. If you or other persons are injured, please, call 112, so that help can come quickly. Please, put on the safety vest and, if neccessary, secure the vehicle location with the warning triangle. You can find the safety vest and a first aid kit in the side pocket behind the driver's seat, and the warning triangle in the boot. Please, contact also our customer service (+49 30 22957636) so that we can clarify everything together.

 
What should I do, if my car is not moving?

Oh, damn! But don't worry. Just contact our customer service directly (+49 30 22957636), so that we can help you further. Please, put on the safety vest that you will find in the side pocket behind the driver's seat and, if necessary, secure the vehicle's location with a warning triangle in the car's trunk.

 
What should I do if the car has a breakdown?

Oh, damn. Oh, damn! But don't worry. Just contact our customer service directly (+49 30 22957636), so that we can help you further. Please, put on the safety vest that you will find in the side pocket behind the driver's seat and, if necessary, secure the vehicle's location with a warning triangle in the car's trunk.

Starting from 1st of May 2020, the Free2Move Carsharing service will not be available anymore in Frankurt.

You might use the Free2Move Carsharing service in other European cities or use the Free2Move App for other mobilty solutions in the Frankfurt area.

Your Free2Move account remains active.

According to GDPR, though, it is your right to ask for deletion of your data from our systems.
If you have further questions do not hesitate to contact us via mail or phone.