Question 1

What payment methods can I use?

Accepted Answer

We accept the following payment methods:

* Creditcard (Visa, Mastercard)

* PayPal

* Apple Pay

* Google Pay

Question 2

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…

Question 3

What happens if my payment fails?

Accepted Answer

If a payment fails, your Free2move account will be temporarily suspended.

Credit or debit card: If you're paying by credit card, you can pay your outstanding balance within the app.

Open the app ▶ Menu ▶ Trips ▶ Select the failed invoice

After the outstanding balance is cleared, your account will be unblocked automatically after the payment.

If you don’t pay from the app, there will be 3 more attempts to debit the amount from your payment profile if your payment method is credit card. If payment collection is not successful, you will receive up to 3 payment reminders via email, asking you to transfer the outstanding amount to our bank account.

Question 4

Do you block an amount on my credit (or debit) card when I start a trip?

Accepted Answer

Yes. At the beginning of each trip, an estimated trip amount will be pre-authorised from your credit (or debit) card. If this amount cannot be booked, your trip cannot start. In such cases, we recommend checking with your bank or credit card institution for a resolution.

If you are using a prepaid debit or credit card, please make sure you have enough credit in your bank account before starting a trip.

The final trip cost will be charged to your card after you end your trip.

Question 5

Do I need to pay a deposit to rent a Free2move car?

Accepted Answer

Nope! Unlike traditional car rental services, you do not have to pay a deposit when renting a car with Free2move. You are still covered by third-party liability insurance, but we will not block a security deposit on your payment method each time you take a trip.

Question 6

Why is the amount you pre-authorised more than the rate I booked?

Accepted Answer

Free2move pre-authorises an estimated trip amount before you start driving. The amount is more than the hourly or daily rate you have chosen to allow for any incurred kilometre costs.

The pre-authorised amount does not equal the final trip cost, which will only be charged after your trip ends.

Question 7

How can I earn Free2move credit?

Accepted Answer

Credit is an easy and flexible way for you to earn as you go. It's our way of thanking you when you care for our cars. Here's how you can earn credit:

✓ Fully refuel a car with less than 40% of fuel – 10€ of credit ✓ Charge an electric car with less than 35% of battery – 5€ of credit ✓ Charge an electric car with less than 20% of battery – 10€ of credit

Credit will be added to your account after your trip ends. You can always check your credit balance and expiry date in the app.

Important: You can only earn or use credit if you're driving using your default personal payment profile. Hint: To earn charging credit, please make sure to end your trip after the car has started charging!

You can receive credit a maximum of two times per vehicle per day for refuelling and/or charging.

Question 8

What can I use Free2move credit for?

Accepted Answer

You can use credit to pay for all trips made using on your default personal payment profile (not your business payment profile). As long as you have credit, it will automatically be used up to pay for your trips, including drop off fees, long distance rate, and other trip-related costs. Note: Credit currently cannot be used to add reservation time.

Credit is valid for 30 days and can be used only in the country where you earned it. You can always check your credit balance and expiry date in the app.

Question 9

What is a business profile?

Accepted Answer

A business profile is a payment profile that uses your company's billing address. Any user can add a business profile at any time. This lets you easily download PDF invoices for each trip you make for business reasons, so that submitting your travel expenses has never been easier.

To add a business profile to your Free2move account:

Open the app ▶ Menu ▶ Payment ▶ Edit payment profile(s) ▶ Add payment profile [https://share-now.onelink.me/UCIx/payment]

Question 10

Can I pay with another card after the invoice has been issued?

Accepted Answer

Yes, you can. If your invoice remains unpaid after your rental ends, simply open the app and follow the provided instructions, or use this link [https://app.free2move.com/billing/open-items ] to view and settle any outstanding payments.

Question 11

Can I turn off email notifications regarding my invoices?

Accepted Answer

No. We're legally required to inform you about upcoming debits from your account. If you don’t wish to receive invoices (attached as PDF) as future emails, please contact us directly.

Question 12

How can I close or deactivate my account?

Accepted Answer

If you'd like to close or deactivate your account, you can do so via the Free2move app.

Open the app ▶ Menu ▶ Cancel contracts [https://share-now.onelink.me/UCIx/profiledelete]

If you registered in Münster, please send us an email at hallo-wuddi@free2move.com

Frequently asked questions