Frequently asked questions


Quick help

I forgot my magic PIN. How can I retrieve it?

You can always request your magic PIN in the app:

Open the app ▶ Menu ▶ My account ▶ Request PIN

We will then send your PIN to your mobile phone number via SMS. Your PIN cannot be changed.

Is your account already locked after entering the wrong PIN too many times? No worries, you can easily unlock it yourself:
Follow the app unlock instructions ▶ Enter your driver's license number

Your account will then be unlocked and the PIN will be sent to your mobile phone number via SMS.

No longer have access to your mobile phone number? No problem, just give us a call!

What should I do if I've had an accident?

Oh no! We hope everything is alright. Dial 112 immediately and wait until the accident has been processed by the police. Also, call Customer Support to inform us about the accident. Our hotline number can be found in the app.

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.

How do I charge an electric car in Paris?

We charge the cars for you in Paris so you don't have to. However, if you've chosen an hourly or daily rate and absolutely need to charge your car, here's how to do it:

1. Look for an available Belib' charging station via the app. If you find yourself outside the home area, here's an overview of all charging stations (Note: some charging stations may not be compatible with our cars. You may have to pay for the charging).

2. Take the charging card located in the key holder out of the glove box.
Note: smart cars do not have any charging**card.Find out more.

3. Take out the charging cable from the car's boot.

4. First, connect the cable to the car.

5. Swipe the card on the charging pole's card reader and connect the cable to it*.

6. The light on the car’s charging port and pole will indicate that charging has started.

7. End your trip via the app. Done!

* Older Belib' charging poles must be activated via a central station located a few meters away from the poles. Enter the charging pole number that you want to activate, then select cable type T2.

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

How do I add a new payment method?

You can easily add a new payment method directly in the app:

Open the app ▶ Menu ▶ Payment ▶ Edit payment profile(s) ▶ Add payment profile

An initial test charge of 7,50 € will be pre-authorised on your payment method to make sure your card or bank account is working. Don't worry: This amount will not actually be charged to you.