Contact Free2Move

SHARENOW vehicles are now avaibale through our Free2move app. 

Your booking will be subject to pricing and terms and conditions available on the Free2move app. 

Your personal data will be stored by Free2move. 

All your invoices will be available in the Free2move app.

 

Yes, you are required to create a brand new account with Free2move. Please read our terms and conditions to review the conditions of eligibility and the documents required to get to the service. Your documents need to be reviewed and validated before being able to enjoy the service

Please ensure that you have a valid payment method (either Visa or Mastercard) that allows to perform payments online.  Prepaid cards are not allowed. If triggerred, make sure you validate the transaction according to the 3DS validation rule defined by your bank (you might receive an sms with a code or you need to validate the transaction directly in your bank's application). Once the 3DS validation is performed, make sure you go back to the Free2move app and continue with your journey.  

If you have any issue do not hesitate to call Free2move customer support directly from the app.

Please recall that if you cancel a trip with a SHARE NOW vehicle, you will have to wait 2 hours before being able to book again.

Please call our customer support lines directly from the app.
Paris customers : please call +33 1 76 35 01 79 and select option 3
Madrid customers : please call +34 919 49 83 38 and select option 3

Please call our customer support lines directly from the app.
Paris customers : please call +33 1 76 35 01 79 and select option 3
Madrid customers : please call +34 919 49 83 38 and select option 3

• If you have a question or complaint about a fine, a towing, vehicle conditions during your trip;
• If you would like to report and accident or a damage  with a SHARENOW vehicle after your trip

Vous avez loué une voiture électrique en libre-service à Paris avec Free2Move et vous avez rencontré un problème ? 

Veuillez sélectionner le trajet concerné dans la liste déroulante ci-dessous et nous faire part de votre demande (notez qu'il est nécessaire de vous connecter avec votre compte Free2Move au prélable).

Notre équipe Service Client vous recontactera dans les plus brefs délais (normalement moins de 24h). 

En dernier recours, et conformément à la réglementation européenne, vous avez la possibilité de déposer une réclamation via le portail de la Commission Européenne.

• via our dedicated contact form:

This is the recommended solution: please check our FAQs below, the answer to your question may already be there. If you seek further assistance, please use the contact form available beneath each question of the FAQs. You will need to login to  post your question: this way we can identify your account instantly and ensure a speedy reply.

• via direct email:

Alternatively, you may also send us an email to support-dc@free2move.com

• via phone:

 +1 844-543-7332

If you have any enquiry about a Free2Move service other than carsharing, please use the appropriate section of the FAQs. 

Please contact us at support-dc@free2move.com if you need any translation services for our app or website. We are here to help.
Veuillez nous contacter à support-dc@free2move.com si vous avez besoin de traductions pour notre app ou notre site. Nous sommes là pour vous aider.
Por favor contáctanos en support-dc@free2move.com si necesitas los servicios de traducción para nuestra app o el sitio web. Estamos aquí para ayudar.
Contattaci per favore all'indirizzo support-dc@free2move.com se hai bisogno di qualche traduzione per la nostra app o sito web. Siamo qui per aiutarti.
如果您需要任何我们的应用程序或网站的翻译服务，请通过support-dc@free2move.com 联系我们。我们愿意为您服务。
Xin vui lòng liên lạc tại support-dc@free2move.com nếu qúy vị cần dịch vụ thông dịch xin vui lòng dùng app hoặc trang mạng. Chúng tôi có thể giúp quý vị.

It’s easy! Just download our iOS or Android application, click register, and make sure you have a valid Driver’s License and Credit Card with you.

There is no registration fee – upon approval – to be a member of Free2Move Carsharing. There are no additional monthly or annual subscription fees either. You only pay a $1 start fee per trip and the current minute, hour or day rate, always defaulting to the cheapest option. Meter and residential zone parking, fuel (up to $25), and insurance are all included in our rates.

To become a Free2move Carsharing member, you must be 21 years of age (or 18 years or older with a valid student ID), have a valid Driver’s License, a credit or debit card, sufficient credit score and meet other criteria as defined by Free2Move Carsharing.

If you are encountering issues with the registration, please get in touch with our contact center ("Help" section of the Free2move App).

At this time, our registration platform only accepts US Based Driver’s Licenses. We can accept international driver’s licenses via email if you are able to provide your driving history as well. Please reach out to support@free2move-carsharing.com for more details on International Driver’s License requirements.

For credit card changes, please update within the Free2Move Carsharing app. For name, email, address, or driver’s license changes, please email us at Support-dc@free2move.com or call us at 1-844-543-7332 if you need to change any of your account details. We’ll help you from there.

Yes, but this can only be utilized when the other driver is an approved Free2Move member and is in the vehicle with you during the trip. There is no other circumstance this is acceptable. Each account acts as a contract between Free2Move and our members. You, as the member on the account, will be held responsible for any event occurred during the use of your account.

Once you complete the in-app registration process, we’ll get to work reviewing your account details. We strive for account review within 48 hours, but in some cases can be shorter or longer. Once your Free2Move Carsharing account has been activated, you’ll receive a confirmation email. This is a one-time process. Then you’re able to log into the Free2Move Carsharing app and start driving!

The Free2Move application is in both the Apple Store and Google Play Store. Check it out!

It’s easy! Open the app, pick a Free2Move Carsharing vehicle, and press “Reserve” once you reach the car and have verified that the plate number in front of you matches the plate number of the vehicle you booked. Please do a walk around the vehicle prior to starting your trip to note any damages larger than a credit card. Once this is complete, press “Unlock” and the car will automatically open. That’s it! No keys or PIN required, just start driving!

Our vehicles can be reserved for up to 30 minutes in advance.

 All cars are equipped with pay by plate services where applicable so there is no need to wait in line! Please do not pay the toll separately as it will still scan the license plate.  We will bill your account at a later date for the cost of the toll, plus a 15% processing fee.

It’s on us! The fuel in the tank is always included. You can see the fuel level of every vehicle in the app before you start your trip. If the car needs additional fuel—add up to $25, save the receipt, and send it to us at:

support-dc@free2move.com

We’ll provide you a Free2Move Carsharing credit of 125% of the amount on the receipt towards a future trip. If you are going on a longer trip—any fuel beyond the additional $25 is on you.

 Credits have an expiry date of 6 months.

We’ve got your back! Call us at 1-844-543-7332 and we’ll figure out a solution. More than likely we will dispatch a roadside service truck, but our goal will be to get you back on the road as quickly as possible.

You can end the rental in any meter or residential zone parking spot within the Home Area. You cannot end your rental anywhere outside the Home Area. Be mindful of our parking rules, and where not to park, which is described as follows:

• First and foremost, any and all spaces that are not legal, on-street parking
• Streets that have rush hour restrictions—even when they are not restricted—meaning no parking in lanes that will, at any time, become lanes of traffic
• Private parking of any kind—garages, lots, off-street. Including all lots that would require payment, but also free parking areas like grocery store parking
• Parking in spaces which are reserved for special uses or requiring non-DDOT Issued Permits, whether temporarily or permanently restricted
• Areas that are or will become restricted within 24 hours: including street sweeping and all other time-of-day based restrictions

Put the vehicle in park, press the brake, and turn off the engine. Ensure all lights are turned off, and all doors/windows are properly closed. Once you are outside the vehicle, open the Free2Move Carsharing app and press the “End trip” button. Wait a few seconds: once the car locks and a trip star rating prompt displays, your trip is officially ended.

Please ensure you have the most updated version of the Free2Move Carsharing app. Make sure all windows/doors are closed. If you're still having trouble, please call us at 1-844-543-7332 .

We include full coverage insurance for you, the vehicle, and others up to—at least—State Minimums for all of our vehicles and approved members. As long as you report the accident/damage and follow all of our terms and conditions—you’re only liable for the deductible. If you have any questions about your jurisdiction’s coverage, please reach out by email or phone at Support-dc@Free2Move.com or 1-844-543-7332.

If at fault for the damage, the customer will be charged a deductible up to $5000, as long as our terms and conditions are met. If our T&Cs are not met, the customer will be charged according to the damage extent and costs.

In the event the vehicle is already damaged at the beginning at the trip, please report the damage immediately through the damage reporting process in the Free2Move app or by calling member support at 1-844-543-7332. If the damage is smaller than a credit card, it does not need to be reported. If the damage in any way effects driving performance, do not drive the vehicle. We will help you find another nearby vehicle.

Assisting those involved and securing the scene are the first priorities in the event of a traffic accident. Call the police, if necessary. If possible, move the car to the side of the street to a safe place. Then, immediately contact our Member Support at 1-844-543-7332 . There, you will provide details on the accident to one of our agents.

NO. Please do not smoke tobacco or any other substance in Free2Move vehicles, including e-cigarettes and other vapor-based devices.

YES. Please place your pet in an approved carrier. Any excessive—as determined solely by Free2Move Carsharing—pet odors or hair left behind may result in an extra cleaning charge.

Good news! You can take the car as long as you need, and we will automatically apply the lowest rate to your trip—considering our minute, hour, and day caps. You can take the vehicle for up to 7 days on a single rental. On your first rental, we ask that you limit your trip to under 8 hours—just so you familiarize yourself with our service. We may give you a call if you’re on a longer trip during your first rental.

Yes. Every car has a USB plug-in that allows for plugging in your smartphone charging cable. Charging cables should be available in all vehicles. Please let us know if the vehicle you are using is not equipped with one by emailing our member support at Support-dc@Free2Move.com.

The price per minute, hour, and day for each vehicle are listed in the app. There are different pricing caps that may change from time to time. DC charges a flat 10.25% sales tax in addition to the rental costs. There is also a $1 start fee associated with each trip.

You can find all these documents inside the glovebox.

You receive an email with the trip information at the end of each trip. You will then see a charge from Free2Move Carsharing appear on your credit card statement—generally within about 10 minutes.

As soon as you unlock the vehicle in the App.

We accept Visa, Master Card, American Express, Discover, and debit cards! No pre-paid cards from any provider.

Registration promocodes have to be redeemed in the "Promotion" section of the app.

After-registration promo codes can be applied on the payment page when booking a vehicle. Any leftover credits if the cost of the trip is less than the promo code value will be applied to the next trip automatically and can be used until they expire.

Credits or discounts can be added to your account using promo codes. 

Please make sure you first add your promocode in the "Promotion code" in the Free2move application and then select the promocode that you wish to use right before starting a carsharing trip. 

If not selected, the discount will not be automatically applied. 

Discounts can not be cumulated. 

If you bought a carsharing pass, the carsharing pass credit will be selected by default if no other promocode is manually added.

If you forget to secure your vehicle, Auto-lock/Auto-end trip will lock your vehicle automatically at 15 minutes and auto-end your trip at one hour, if you are within the home zone. If your trip is auto-locked and you would like to continue your trip, you must unlock and relock the vehicle through the app. Auto-lock/Auto-end trip does not work outside the home zone, please make sure you are securing the vehicle at all times.

You can contact our advisors at (888) 486-7902

 All our rates are available on our website www.free2move.com when you make a search for a parking space reservation

The information that each parking space is available on our website www.free2move.com when you make a parking space reservation and select the desired parking space. Then simply click on "Information".

You can modify your reservation from your personal space, if necessary, the rest to be paid will be requested and the modification will be taken into account when the payment has been made

Please indicate the characteristics (make, model, license plate) in the form below

To change your parking space, simply cancel your reservation and make another one on the parking space of your choice.

You can add an option directly from your personal space

All information on your invoicing is available on your personal space. Our invoices are detailed so that you can understand the invoicing.

Your invoice is available on your personal space one day after the end of your reservation.

You can contact us via the contact form by indicating what you want to change.

The Free2Move account holder must be the signatory of the rental agreement. S/he can also drive any of the rented vehicles, as long as s/he meets the rental requirements. An additonal driver can be added to the rental contract either by contacting our customer service or directly at the rental agency.

A one-day rental comprises 24 consecutive hours and can start at any time of the day as long as the rental agency is open. Each vehicle can be rented for a maximum period of 28 days. Only one vehicle can be booked at a time. When you create an online reservation within our website, you are agreeing to the terms and conditions and the operational hours of the agencies.

The list of authorised countries in which you can drive the Free2Move vehicles can be consulted in the General Rental Conditions, available during the vehicle selection.

Please contact your agency to cancel or modify your reservations. No changes or cancellations can be made online.

With Free2Move, we guarantee you an accurate model within the limits of availability

If a vehicle is available, an immediate reservation can be made.

You must bring your valid driver's license, an identity card, your bank card, on which a pre-authorization will have been automatically made, at most 72 hours before the beginning of your rental. For the rental of cars or commercial vehicles, a proof of residence of less than 2 months is required.

All Free2Move vehicles are covered by a 24/7 assistance service. In case of accident, breakdown of theft, contact immediately the telephone number indicated on your reservation contract. In the event of a vehicle immobilisation, the Free2Move assistance service can organise a collection service for the remaining of your journey and also arrange your return home. In the event of an accident, Free2Move insurance covers personal and or material damages that may have occurred during the rental period. You can find all amounts related with guarantees and insurances on our Terms and Conditions.

 Unless stated otherwise, every vehicle must be returned on the date and time written on the contract and during the opening hours of the rental agency.

A vehicle must necessarily be returned to the departing agency.

If the rental period is exceeded, you must contact your rental agency to inform them as soon as possible. Upon your return, your agency will invoice you for the cost of the extra days and any excess kilometres.

In the event of a reservation made on the Free2Move website, a pre-authorization is automatically made, at most 72 hours before the start of the rental period, on the credit card used for payment. Find all the security deposit amounts by contacting your branch or by consulting the price conditions on the website.

 Car On Demand is a monthly subscription that will allow you to have a car without committing.

 It is different from leases that have 24 to 36 months of commitment, require a hefty down payment and don't include insurance/maintenance.

Your subscription includes:

A monthly rental of the vehicle of your choice

Insurance

Roadside assistance

Routine Maintenance (Oil/brakes/tires change)

A mileage plan

A free home delivery within our service area

To be accepted in our service, you must be over 25, have an address within our serviced area, have a good driving record and credit history.

Applicants over 70 will be required to provide a medical certificate to prove their ability to drive.

For the driving history we will only accept applicants that have : 

•No more than 2 moving violations in the prior 3 years

•No more than 3 moving violations in the prior 5 years

•No more than 1 at-fault accident in the prior 3 years

•None of the following violations in the prior 5 years:

•Driving under the influence

•Vehicular manslaughter

•Leaving the scene of an accident

•Reckless driving

•Driving while suspended

•Suspended license

All you have to do is browse our available offers at https://www.free2move.com/en-US/car-on-demand/our-offers, select the car you want, make sure your zip code is within our service area to access the application page.

During the application process we will ask you to create a Free2move account if you don't already have one. Then we will ask for your personal information in order to perform our financial and driving background checks.

If you are approved, and once you've paid your initiation fees and signed your contract you'll officially be a Car On Demand subscriber!

If you live in a county where we are permitted to perform business, we can arrange for a delivery or a pickup of your vehicle subject to approval

It is very simple.

You have to give us notice if your wish to cancel your subscription at least 10 business days before the end of your billing cycle.

To do so you can call us at +1 888-625-2549 or email us at codus@free2move.com.

We will then get in touch with you to coordinate the vehicle return.

We won't do a hard credit pull, only a soft pull. Applying to the service will have no impact on your credit score whatsoever.

We do not offer subscription pauses.

If you want to change vehicle or stop your subscription for a few months, you will have to cancel your current contract 10 business days before the monthly subscription fee due date.

Then, whenever you are ready to get back into the service you will be able to browse our available offers and subscribe again. Please note that you will have to pay the initiation fees for this new subscription.

You can add up to 1 additional driver free of charge. Similar to the main driver, the additional driver will need to fall within our history eligbility criteria, as outlined above. 

We will ask you to provide the additional driver's personal info in order to perform a driving history check.

This option is free of any charge.

The initiation fees are the one-time fees incurred with every new car subscription. 

They include the preparation, the delivery, as well as the DMV registration of your vehicle. 

As of now the only payment method we accept is credit card.

Your initiation fees are due at the time of sign up. These fees are applied to the delivery, preparation, and registration costs associated with your vehicle.

Your first bill occurs the day you receive your vehicle and is from the day your vehicle is received, until the end of the month at a prorated rate.

The preceding monthly bills will be charged automatically to the card we have on file on the 5th of the month and covers use from the 1st of the month, to the end of the month.

Don't worry about the vehicle registration, it is included in your subscription.

We refresh our offers depending on vehicles availability, don't hesitate to check out https://www.free2move.com/en-US/car-on-demand/our-offers to see what's new.

If the model you want to subscribe to is currently unavailable, don't hesitate to call us at +1 888-625-2549 or to e-mail us at codus@free2move.com.

Your subscription includes : maintenance, roadside assistance, insurance and free delivery within our service area

 Our vehicles will be from 2018 or newer. We pay close attention in the selection of our vehicles and detail them thoroughly prior to delivery. They will feel like new!

Your insurance includes :

Medical Payments : up to $5,000 

Liability coverage:  $200,000 combined single limit

Uninsured/Underinsured Motorists Bodily Injury and Property Damage coverage: $200,000 combined single limit

 Physical Damage Comprehensive Coverage: Actual Cash Value (“ACV”) coverage with a $2,000 deductible

 Physical Damage Collision Coverage: Actual Cash Value (“ACV”) coverage with a $2,000 deductible

When you pick your car, we can guarantee the Model and trim but not the color. Our team makes sure to always select the most common colors! If a color is a no-go for you please, contact us at +1 888-625-2549 or email us at codus@free2move.com.

We'll do our best to accommodate your preference, but can't guarantee.

If any of these 2 things happen, you should first seek safety. Then you can call the toll-free roadside assistance to help you. More details in the roadside assistance section.

Routine maintenance is included with your subscription. You’re responsible for keeping your car in good condition, but you won't need to pay out of pocket for expenses associated with standard servicing (oil, tires, fluid changes and  normal wear & tear maintenance) .

If you are not close by our partner's network dealer, you might need to advance the funds for the pre-approved maintenance and would be reimbursed within 3-5 business days

If your car breaks down or if you get in an accident, we can help you with  roadside assistance (typically towing, battery jump start, flat tire replacement..)

Please note that we require all cars to be returned in the same condition as delivered, plus normal wear and tear. You would be charged for any damages caused outside of the normal wear and tear.

You will be given a "member guide" which will include a toll-free number to call in case you need emergency assistance

Your roadside assistance will include:

• Vehicle Tow to the nearest authorized repair shop

• Tire Change 

• Jump Start 

• Fuel Delivery 

• Lockout up

• Unlimited events

Each individual item is covered up to $250 per occurrence, an unlimited amount of time. If the service fee for an item exceed $250 at once, we will provide you an estimate of the charges you would be responsible for.

The allowed mileage depends on the offer you selected.

To note that we will not look at your miles driven on a monthly basis but for the entire duration of your subscription.

For instance for a 800 miles/month allowance : If you drive 1000 miles the 1st month and 500 miles the 2nd, then leave the service, you would not be charged  for additional miles because you would be under the 1600 miles allowance over the duration of your subscription.

We want you to enjoy your car and you'll be able to take it anywhere in the continental U.S.A. The car is not allowed to leave the country however.

When you return your vehicle, if you have exceeded the overall mileage allowance, we will be charged per extra mile. Verify our terms and conditions our your contract for the cost of extra-miles.

You can stop your subscription any time by letting us know 10 days prior the end of your billing cycle. Then you can start another subscription with another car.

Please note that the initiation fees are vehicle-specific and they will be due if you select a new vehicle.

It is your responsibility to pay any ticket incurred because of your use of the subscribed vehicle. If we receive it, we would pay it on your behalf and charge it back to you plus and eventual administrative fee. Please check on the terms and conditions.

Once you've been accepted in the service and signed your contract, we will start preparing your car.

Upon tour documents being approved, an advisor will contact you to coordinate your delivery time, date, and location

We will get in touch with you if you decide to end your subscription and synchronize for a drop-off date and time.

Free2move eSolutions is a new brand created by Stellantis Group to promote public and private charging solutions for electric vehicle users.
Read more

Free2move eSolutions offer home charging station installation with its easyWallbox and eProWallbox range, and street charging solutions with its Pay As You Move - Beginner offer.
Learn more

The Free2move eSolutions application is called eSolutions Charging on the application stores (iOS / Android).
With it, you can easily:

•  manage your easyWallbox or eProWallbox
•  find an available recharging station, guide you to it and start recharging with the application or with the recharging card
•  follow the recharges of your electric vehicles made at home on your easyWallbox or eProWallbox or in the street

Learn more

During the whole migration process, the Charge My Car subscription is offered (from 01/09/2022 to 29/09/2022).

As long as you have not followed the migration process, all the recharges made with your recharge card will be charged by Free2move Charge My Car and visible on your Free2move account.

Once the migration operation is fully completed, you will receive a confirmation email from Free2move eSolutions and all your new reloads will be charged by Free2move eSolutions.

Free2move eSolutions will only invoice the refills once a month. You can keep track of your entire month's outstanding recharge in the eSolutions Charging application.

It is possible that recharge operators send us recharge invoices late (several weeks after the end of the recharge) due to their processing time. In this case, you may receive invoices issued by Free2move Charge My Car after your migration to Free2move eSolutions. The invoice details will stipulate the actual date of the recharge. If needed, our team is at your disposal to answer your questions.

The Free2move eSolutions Charging application does not yet contain a route planner or vehicle connectivity as the Free2move Charge My Car application could. After creating your account and giving your consent to Free2move eSolutions to receive commercial communications, you will be informed of new features to come.
In addition, the MyPeugeot, MyCitroën, MyDS and MyOpel applications should soon be updated to contain new features related to electric charging, route planning or sending trips to the vehicle.