Contacto Free2Move

The trip credit is credit for the use of the service that is charged to the user's account, at no cost. You can receive trip credit as a result of a promotion or as compensation for an incident with our service. The trip credit can have different expiration dates depending on the promotion. If you do not use it before that date, you will lose the right to enjoy it. You can check your trip credit balance through the application when making a reservation. For any other question about the conditions of your credit you can write or call us.

The price of the registration fee is free. There are no additional monthly or annual charges, you only pay for the minutes driven. The costs of parking, electricity and insurance are included in the per minute rate. Please see the terms and conditions and our pricing policy for more information.

It is possible to monitor the car's battery level directly from the app before making a reservation or on the dashboard of the vehicle. In any case, this ratio may vary depending on the type of driving, the use of heating or a / c and the orography of the journey.

It's simple: open the application, select the car that suits you best on the city map and press "Book". Once you are next to the car, after having verified that the vehicle registration corresponds to the registration of the vehicle you have reserved, select "Validate" and "Unlock" in the application. The car will open automatically. For models that require keys to start, remember that the keys are inside the glove compartment. Make sure the gear is in P, start off and enjoy the city!

For C-Zero and Berlingo model vehicles, make sure the key is properly seated in its slot inside the glove compartment. For all models, check that all the doors are properly closed. If you are still unable to finalize the rental, please contact us at + (34) 915510126. Our customer service will take care of giving you the appropriate instructions and managing the incident. We are sorry for the inconvenience, unfortunately external factors (eg inhibitors) occasionally reduce the communication capacity of our cars.

All customers are responsible for leaving the car with a minimum battery. The minimum battery level for each vehicle model is detailed in the terms and conditions of service. If this level is reached, you must park your car safely in accordance with the parking regulations. Otherwise, a penalty may be applied to you as specified in the T&C.

If possible, park your car or move it to the side of the street to a safe place and call our customer service at + 34-915510126.

No. For the safety and convenience of other Free2Move customers, smoking in the car is prohibited. If the service personnel or the next person to rent the car you used beforehand reports evidence of smoking in the car, we will need to charge you a cleaning fee. Go to our website for details about the cleaning fee.

It should be remembered that the Free2move Lisboa service has DS3 crossback gasoline vehicles with an efficient engine.

This model does not need keys. You can start, pause, resume, end your journey through the Free2move app. To start and stop the engine correctly, remember to use the start button located next to the steering wheel.

If you are the one who has forgotten a personal object, we invite you to contact us by phone and we will help you recover your belongings.

  First of all, we apologize for not providing you with the service you expected. Please let us know the reason for your dissatisfaction so that we can improve our service. Contact our customer service directly by answering "no" to the question below and filling in the contact form or calling us at + 34-915510126. There are claims sheets available to all users, please write to support-madrid@free2move.com to request the digital form.

If you wish, you have at your disposal the European platform for online conflict resolution available at the following link https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage

You will receive, at the end of each trip, an informative email with a summary of the estimated duration of your trip. The charge is made at the end of each journey directly to the default payment method available in the Free2move application. Additional charges, which are billed in case of breach of the terms and conditions of the service, or any other product associated with your trip will be billed to the same payment method.

You can modify or update the payment information at any time by accessing "Payment information" from our App. In the event that your account has been blocked, you can contact our customer service by email or by calling +34 -915510126 to fix the problem.

Free2move Charge My Car is accessible via a subscription fee of €4.99/month (including VAT) and a €0.6 (including VAT) + 10% fee on the cost of charging sessions, whereas Free2move eSolutions has no subscription fee on the Pay As You Move - Beginner offer and only applies a €0.90 (including VAT) fee on top-ups.

Free2move eSolutions adds a €10* top-up credit for Free2move Charge My Car users who complete their migration before 30/09/2022.

 /!\ Free2move eSolutions is cheaper than Charge My Car as soon as the charging session exceeds 3€.
There are no fees on free refills.

(*) This credit :

• will be awarded to all those who from 01/09/2022 to 30/09/2022 sign up for eSolutions Charging using their old Charge My Car email and activate the Pay as you Move Beginner offer.
• will be usable from the first charging session on the eSolutions network and no later than 12/30/2022.
• will be subject to a discount, until its termination, on the amounts billed monthly by F2meS for charging sessions performed with eSolutions Charging.

If you have already activated the Pay As You Move - Beginner offer, go directly to step 5. 

1 - Click on this link (France or change the location in the menu) or refer to the email sent by Free2move Charge My Car on 01/09/2022 and select the offer Pay As You Move - Beginner then add it to the cart ;

2 - Go to the basket and validate it;

3 - If you are not connected to your Free2move eSolutions account, a login invitation will appear. Log in;

4 - Validate your cart and enter your payment method. You will automatically receive a confirmation email from Free2move eSolutions;

5 - Within 24 hours, you will receive an email from Free2move Charge My Car informing you that your recharge card has been deactivated from Free2move Charge My Car, and a second confirmation email from Free2move eSolutions informing you that your card has been reactivated and that your migration offer has been added to your Free2move eSolutions account.

/!\ To benefit from the migration offer, you must use the same address on both your accounts (Free2move Charge My Car and Free2move eSolutions)

If your charging card was not activated on Charge My Car, you must activate it on the eSolutions Charging application in the "My Profile > Manage RFID cards" section.

If your charging card was not activated on Charge My Car, you must activate it on the eSolutions Charging application in the "My Profile > Manage RFID cards" section

You have received an email from Free2move with the dedicated process and a reminder of your email address in @privaterelay.apple.com.

You can also find your email address by logging into the Free2move application, in the section my Profile > Personal Information.

Here are the steps to migrate to Free2move eSolutions:

1 - Click on this link (France or change the location from the menu) or refer to the email sent by Free2move Charge My Car on 01/09/2022 and select the Pay As You Move - Beginner offer then add it to the cart

2 - Go to the basket and validate it

3 - Log in or create your Free2move eSolutions account using the method of your choice

4 - You will receive a confirmation email to validate your email address. Click on the link to return to your cart

5 - Validate your cart and enter your payment method. You will automatically receive a confirmation email from Free2move eSolutions

6a - If you already had a recharge card activated on Free2move Charge My Car, you must reactivate your card in the eSolutions Charging application (My Profile > Manage RFID cards). Within 24 hours, you will receive an e-mail from Free2move Charge My Car informing you that your recharge card has been deactivated from Free2move, and a second confirmation e-mail from Free2move eSolutions informing you that your card has been reactivated and that your migration offer has been added to your Free2move eSolutions account. If you have a recharge credit, it will also be transferred and visible on your first invoice on 25/10/2022.

6b - If you have not yet activated your recharge card on Free2move Charge My Car, you must activate your card in the eSolutions Charging application (under My Profile > Manage RFID cards). Within 24 hours, you will receive an e-mail from Free2move eSolutions informing you that your card has been activated and that your migration offer has been added to your Free2move eSolutions account.

6c - If you had not yet activated your recharge card on Free2move Charge My Car and you have a recharge credit, you must activate your card in the eSolutions Charging application (section My Profile > Manage RFID cards) and write to Free2move eSolutions customer service (France or change the location from the menu) providing your old email @privaterealy.apple.com. The customer service will contact you to confirm your situation and your credit. Your reload credit will also be transferred and visible on your first invoice on 25/10/2022.

After completing the entire migration procedure, your recharge card will be reactivated on your Free2move eSolutions account and you will be able to continue using your recharge credit. For technical reasons, your remaining credit will only be visible in the eSolutions Charging application from 10/25/2022.

You will still be able to view your remaining credit on the Subscription page of the Free2move app until 9/29/2022 and your outstanding usage on the eSolutions Charging app.

After registering on Free2move eSolutions or on the eSolutions Charging application and validating the Pay As You Move - Beginner offer, your card will be automatically deactivated from Free2move Charge My Car to be automatically reactivated on Free2move eSolutions. No action is required on your part.

You will receive a confirmation email from Free2move at the time Free2move eSolutions requests the deactivation of the recharge card. A delay of 24 hours is necessary to ensure that all the terminal operators are informed of this change.

If your charging card was not activated on Charge My Car, you must contact eSolutions with your registration email address and RFID number* so that the badge can be manually activated by the support team. 

Warning: card number with * and in capital letters => ex. DE*8PS*12ABC3*4

Your Free2move account is preserved and no information will disappear without your agreement (personal data, invoice, ...). You can continue to take advantage of all the other Free2move services (car sharing, short and medium term rental, ...).