Frequently asked questions


Reservation & Rental

Can I reserve a car in advance?

Yes. You can find and reserve a car for 20 minutes for free. This gives you enough time to walk over to the car.

If you need more time, you can extend your reservation time in the app for a small fee. If you cancel and then reserve the same car again within 2 hours, a repeat reservation fee will apply. You can only reserve 1 car at a time.

When you reserve a car, it can't be reserved by anyone else. If you change your mind about needing a car, do cancel your reservation. You'll win karma points!

How do I rent keyless cars?

Our BMW and MINI cars are keyless, meaning you don't need a car key to unlock the car or start the engine. These cars use Start/Stop buttons instead.

Here's how it works:

  1. Locate a car near you using the app.
  2. Tap 'Reserve' and make it yours.
  3. When you're at the car, tap 'Start' in the app.
  4. Use Face-ID or enter your 4-digit PIN.
  5. The car unlocks automatically.
  6. To start the engine, press the Start/Stop button.
  7. Arrived at your destination? End the trip via the app.

Watch video: How to rent cars with a Start/Stop button

How do I rent cars with car keys?

Most of our smart and Mercedes-Benz cars have car keys.

Here's how it works:

  1. Locate a car near you using the app.
  2. Tap 'Reserve' and make it yours.
  3. When you're at the car, tap 'Start' in the app.
  4. Use Face-ID or enter your 4-digit PIN.
  5. Enter the 3-digit code shown on the car to unlock.
  6. You'll find the car key in the glove compartment.
  7. Arrived at your destination? Place the key back into the holder.
  8. End the trip via the app.

Watch video: How to rent cars with car keys

How do I report damages on a car?

Good catch! You can report damages on a car directly in the SHARE NOW app before, during, or after your trip. The easiest way to report damages is by uploading photos directly from your phone in the SHARE NOW app. Follow the in-app prompts to take two photos of the damage - one close up shot and one wider shot to show the extent of the damage in context - and we'll process everything else.

There should be a history of all reported damages for each car. We don't expect you to report damages that are smaller than the size of a credit card, though.

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

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.

Where can I park and end my trip?

To end the trip, you need to be inside the Home Area. The Home Area is our operative area, in which SHARE NOW cars free-float around the city. You can park for free on any legal public street parking space within this area. It's possible to park and end your trip in drop off zones outside the city in your Home Area, but a drop off fee will apply.

See all parking rules

Can I drive to another city?

Yes. You can always drive out of the Home Area to other cities, but you must bring the car back to the same Home Area to end your trip. You may not leave the country with SHARE NOW cars. You can always see the Home Area clearly outlined in the SHARE NOW app.

Rhineland: In Germany, you can drive between and end your trips in Cologne and Dusseldorf. An intercity fee will apply.

Drop off zones: It is possible to park the car and end your trip in drop off zones, which are areas a little outside the city center. A drop off fee will apply. For example, in the Stuttgart Home Area, you can start your trip in Stuttgart and end it in Böblingen.

At which airports can I use SHARE NOW?

You can find SHARE NOW cars available at the following airports globally:

Vienna International Airport (VIE)

Copenhagen Airport, Kastrup (CPH)

Berlin Brandenburg Airport (BER) – (available as of Nov 1st, 2020)
Berlin Tegel Airport (TXL) –(no longer available as of Oct 31st, 2020)
Berlin Schönefeld Airport (SXF) – (BER Terminal 5)
Düsseldorf International Airport (DUS)
Frankfurt Airport (FRA)
Hamburg Airport (HAM)
Cologne-Bonn Airport (CGN)
Munich Airport (MUC)
Stuttgart Airport (STR)

Budapest Ferenc Liszt International Airport (BUD)

Milan Linate Airport (LIN)
Rome Ciampino Airport (CIA)
Rome Fiumicino Airport (FCO)
Turin Caselle Airport (TRN)

Amsterdam Schiphol Airport (AMS)

Can I travel with SHARE NOW cars to another country?

Yes, you can! In countries where pre-booking is available, you can travel abroad by adding the Cross Borders option to your trip. Pre-booking is available for trips from 1 to 30 days and can also be found in the app under "Plan trip". The Cross Borders option doesn't include highway tolls or vignette stickers, and you can only end the trip back in your Home Area. Safe travels!

From: You can roam to: Pre-booking needed?
🇦🇹Austria Switzerland, Germany, France, Italy, Luxembourg, Liechtenstein ✔️
🇩🇰Denmark Sweden
🇮🇹Italy Switzerland, Austria, Germany, France, Luxembourg, Liechtenstein ✔️
🇩🇪Germany Switzerland, Austria, France, Italy, Luxembourg, Liechtenstein ✔️
🇳🇱Netherlands Belgium, France, Germany, Luxembourg, Liechtenstein ✔️

Unfortunately, international travels are not allowed for SHARE NOW cars in France, Hungary, or Spain. Leaving the country will result in a fine. You may leave the Home Area temporarily to visit other cities within the country as long as you start and end your trip in the same Home Area.

Can I use my SHARE NOW account in different countries?

Yes. You can use your SHARE NOW account to drive in any of our European cities. Simply accept the terms and conditions of the new country in the app before your first drive there.

Do I have to pay the toll costs?

The toll sticker (vignette) for motorways and expressways is covered in Vienna for Austria and in Budapest for Hungary. However, in other SHARE NOW countries, you are expected to pay the toll costs when you drive on the motorways.

  • Hungary: Mobility Start Package (MobS) covers the toll costs within Pest county.
  • Austria: The vignettes cover the toll costs for motorways and expressways.*

*Special route toll: In Austria, special route tolls rates on construction-intensive Alpine crossings are NOT included and must be covered at your own expense.

What is an intercity fee?

An intercity fee of 8,99 € applies when you start your trip in one city and end it in a new city. This is currently only possible between Cologne and Dusseldorf.

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

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.

Why do I get an error message saying my phone does not meet the minimum security requirements to rent BMW and MINI cars?

BMW and MINI cars come with a proprietary system that automatically screens any device that tries to connect with them. There are a number of possible reasons why your phone is being rejected:

• If there are 2 separate SHARE NOW applications running on your phone (i.e. app cloning)
• If Xposed Framework is installed on your phone
• If the system suspects your phone has been rooted or jailbroken
• If the system detects that Magisk is installed
• If your phone fails the Google SafetyNet test

In case you're one of those full-time pros, these reasons may apply:

• If the system detects that you're using an emulator (i.e. a virtual phone run on a computer)
• If the SHARE NOW app is being debugged (i.e. if the phone has been connected to a computer to see what code is running in the app)
• If the SHARE NOW app has been tampered with (i.e. if someone has tried to take apart the app to change something)

We understand this isn't great news, but you can still rent any of our other Mercedes-Benz, smart, and Fiat models.

Can I park the car in an underground garage with no internet connection?

Sure. Ultimately, you only need a working internet connection to start and end your trip. Stopovers are no problem at all.

If you make a stopover, just keep the car key and your smartphone on you – and you'll have nothing to worry about:

Cars with Keyless Start: Stand near the car and use the SHARE NOW app to unlock the car via Bluetooth. Start the engine once you're in the car.

Cars with keys: Use the car key to get in and start your engine as usual.