FAQ

We've tried to answer all question you may have about using the Application.

Registration
What criteria do I have to meet to register?

For your registration to be valid, you need:

  • To be older than 21 years old.
  • To not have had more than two accidents which you were guilty of in the last 5 years.
  • To have never been declined by an insurance company.
  • To have no history of driving under the influence of alcohol or drugs.
I can’t seem to register

Please note that in order to use this application, you need to, either: 

  • Be invited by your fleet manager;
  • Register via scanning the QR code of the fleet you wish to access; or 
  • Register via the App Menu.

After registration, please ensure you have filled in all the required information, your documents have been verified and that you have added a valid credit card before booking a vehicle (for paid bookings only). 

💬 If you are still experiencing issues, please contact our support team via the ‘Help & Support’ option in the App. 

Why is my ID card not accepted?

🎫  We need a front and back color copy of your ID card of the European Union, Great Britain or Switzerland or an international passport. Please note that residence permits are not accepted as proof of ID. 

You will also need to take a selfie without anyone else in the picture to ensure you are the owner of the official document provided. 

Why is my driving license not accepted?

We need a front and back color copy of your driving license of the European Union, Great Britain or Switzerland or an international driving license. Please ensure, the document is visible and in a good state (no torn, stain, etc.).  

Using the Application
Can I get an invoice?

✉️  You will receive an automatically generated receipt in your mailbox after your booking. However, at the moment, we can not provide invoices for VAT claims but it will be available soon.

When do I get my deposit back?

💳 When booking a vehicle, we will hold a pre-authorisation on your bank card equivalent to the price of your booking and the security deposit (when relevant). A pre-authorisation is a hold-over funds on your bank card to guarantee that enough funds will be available for the rental, including extras. 

The money will be released automatically within 28 days. Please note this transaction does not always appear on your bank statement as it is not a reimbursement but a hold being released.

What do I do if a red light appears on the dashboard?

🚨 Please stop the vehicle immediately and contact our support team via the Help & Support option in the App. Then, contact the Assistance number available in the glove compartment of the vehicle. 

What do I do if an orange light appears on the dashboard?

Please inform our support team via the ‘Help & Support’ option in the App and they will advise you on the next steps.

I can not start the vehicle

Please note that you have 2 minutes after you unlock the vehicle to start the engine. If you take longer than 2 minutes, no worries: simply re-open the App, with your Bluetooth on.

  • For vehicles with a start/stop button, simply press it. 
  • For vehicles with a key, you can find the empty key in the glove box of the vehicle. Simply insert the key and turn it to start the engine, while keeping the App open.

If you do a short stop to fill or charge the vehicle for example and you can not start the engine, simply re-open MyMove app and follow the same steps as above.

Can I lock/unlock a vehicle without internet access?

Yes you can, you just need your bluetooth on. But please note, bookings can only be made with internet access. In case of future bookings, the digital key will be automatically downloaded a few days before the start of the booking.

House rules
What should I pay attention to when I leave the vehicle?
  • Are all the windows closed ?
  • Are all the lights off ? 💡
  • Did I forget any of my personal belongings in the car ? (We or our clients are not responsible for the loss or a stolen personal belonging).
  • Is the inside of the car clean ? (Don’t leave any trash !)
  • Is the gearshift in the parking position ?
  • Is the engine turned off ?
  • Are the doors locked? 🔑
  • Did you fill the tank to the same fuel level? (not applicable if there is a fuel card)
  • If EV, did you plug the vehicle? (if applicable)
Do I need to clean the vehicle?

Please use and take care of the vehicles as your own. Do not leave any trash or personal items in the vehicles and ensure it is in good condition inside and outside. 

If you leave some trash in the car or if (the inside of) the car is extremely dirty (for example food stains or dog hair), we will charge you the cleaning fees. 

🚭 Smoking is not permitted in any vehicle.

What to do if the vehicle is dirty when I arrive?

If the car is dirty, you can report it to our support team via the ‘Help & Support’ option in the App, or via a “damage not visible” in the damage report. Please provide images of the vehicle if possible. 

What to do if I forget something in the vehicle?

You can simply create a new booking via the App and unlock/lock the vehicle within 3 minutes. The first 3 minutes of bookings are free of charge. If the vehicle is no longer available for bookings, please contact our support team via the ‘Help & Support’ option in the App and they will assist you.

What if fuel/charge is not full when I take the vehicle?

Please inform our support team via the ‘Help & Support’ option in the App. You can then bring back the vehicle with the same fuel level as when you took it.

Damage checks
What to do if the vehicle is damaged

At the beginning and end of each booking, the App will ask you automatically to check for damages and signal any new damage before opening the vehicle. 

⚠️  It is important to report any damage at the beginning of your booking as previous unreported damage could be attributed to you without an image proof. We advise you to take high quality photos to show the vehicle state.

How should I take pictures of the vehicle for damage controls?

Please try to provide the best angle and image quality of the vehicle to show the state of the vehicle at the beginning of your booking. Please note you are legally responsible for any damages not properly documented at the start of your booking. 

What do I do in case of a breakdown?

If a breakdown occurs during your trip, first contact us via the ‘Help & Support’ option in the App and call the Assistance number available in the glove compartment of the vehicle. Please refer to ‘what to do if I need to call the Assistance’ for more information. 

What do I do in case of an accident?

Stay calm and follow the steps below:

  • In case on injuries, call first the European emergency number (112). 📞
  • Next put the vehicle in a safe spot and place the warning triangle at the correct distance. On the highways this distance is at least 100 meters from the vehicle; in town, 30 meters are enough.
  • Write and countersign the accident report if relevant.
  • Then contact us via the ‘Help & Support’ option in the App and explain to us what happened.
  • Contact the Assistance number, available in the glove compartment of the vehicle. Please refer to ‘what to do if I need to call the Assistance’ for more information. 

The cost of the damage and the franchise are deferring according to our client’s Terms & Conditions, the relevant organization will be in contact with you. 

What to do if I need to call the Assistance number?

When talking to the Assistance, here's what you can tell them about the device in the vehicle.

"This vehicle is a shared car. A device has been installed on it so that we can open it with a phone. This is connected to the vehicle's OBD plug. Without this connection, it is impossible for me to start the vehicle. Also, this device is quite fragile so you should not use a booster or jump start it while it is plugged in."

Bookings
Where can I see my bookings?

You can see your current, past and upcoming bookings by clicking on "Bookings" on the menu at the top right of the app. 

Why can’t I extend my booking?

The most likely reason is that someone else has reserved the vehicle right after you. It can also be that you already extended it before. You can try doing another booking after yours, or you can contact our support team via the  ‘Help & Support’ option in the App if required.