Frequently asked questions

How do I refuel SHARE NOW cars?

You don't have to refuel our cars, but if you choose to, the cost is on us and we'll even give you credit for it! Here's how to refuel our cars:

1. Go to a partner petrol station.
2. Look for the prepaid fuel card in the key card holder (in the glove compartment or armrest).
3. The PIN for the fuel card will be displayed in the app
4. Determine the correct fuel type by checking inside the car's fuel tank door.
5. Enter the fuel card PIN at the gas station terminal.
6. Fuel up and keep the receipt.

Hint: Each time you fully refuel a car that has less than 40% of fuel you earn 5,00 € of credit. This will be used to pay for your trips and trip-related costs. Fuelling is free unless you do so at unapproved petrol stations or outside of the country. In these cases, you'll have to pay for it yourself and send the original receipt to us.

You don't have to refuel our cars, but if you do, the cost is on us. Fueling your SHARE NOW car is free – as long as you do so at a partner fuel station. Simply check the app for all partner fuel stations in your area. We provide a prepaid fuel card in each of our cars (glove compartment or armrest), which you can use at the following petrol stations:

Austria
BP, Avanti, OMV, Agip.

Germany
Shell (payment via the SHARE NOW app in over 1,500 Shell fuel stations)
Aral, Total (payment with Total fuel card)

Italy
Q8

If you fuel your car at a non-partner fuel station or outside of the country, you have to pay for it yourself and send the original receipt to us.

No. We don't expect you to refuel or charge our cars every time you're done. However, if you do, the cost of fuel is covered by us and we'll even give you credit as a thank you!

If you end your trip in an electric vehicle with less than 10% battery power (unless permitted by the General Terms and Conditions) or a vehicle with a combustion or hybrid engine with less than 15 kilometres' worth of fuel, a fee may be charged. See Fees and Costs policy for more information.

Hint: To earn charging credit, please make sure to end your trip after the car has started charging!

Credit is an easy and flexible way for you to earn as you go. It's our way of thanking you when you care for our cars. Here's how you can earn credit:

✓ Fully refuel a car with less than 40% of fuel – 5,00 € of credit
✓ Charge an electric car with less than n.a. of battery – 60% of credit

Credit will be added to your account after your trip ends*. You can always check your credit balance and expiry date in the app.

Important: You can only earn or use credit if you're driving using your default personal payment profile. 
Hint: To earn charging credit, please make sure to end your trip after the car has started charging!

*For refuelling, you can receive credit a maximum of two times per vehicle per day (24 hours). For charging, you can receive credit a maximum of once a day (24 hours) per vehicle.

Charging an electric car is fun and – dare we say – addictive:

Please note: In Vienna, it is not allowed to end your trip at charging stations. We recommend only parking at these stations during a stopover (it is allowed to use these charging stations only while a car is charging).

1. Find a charging station near you using the app.
2. Take out the charging card from the glove compartment (or armrest).
3. Use the card to activate the charging station.
4. Take out the charging cable from the car's trunk.
5. Make sure the car is connected properly to the station and actively charging.
6. End your stopover. Easy as that!

Hint: Each time you fully charge a car that has less than 60% battery level, you earn 5,00 € of credit. This will be used to pay for your trips and trip-related costs.

Yes and no. You can park the car at charging stations while the car is actively charging, but it is not always allowed to end your trip there. We always try to reach the best agreement possible for you in each city. This means parking regulations always depends on the city:

Austria
In Vienna, it is not allowed to end your trip at the SMATRICS charging stations. We recommend only parking at these stations during a stopover (it is allowed to use these charging stations only while a car is charging). See parking rules in Vienna

France
In Paris, it is only allowed to end your trip at a charging station or pole if the car is actively charging. See parking rules in Paris

Germany*
Yes. It is allowed to park and end your trip at all our partner charging stations if a car is correctly plugged in and charging. See all parking rules

Italy
Yes. It is allowed to park and end your trip at all our BeCharge and Enel X partner charging stations in Milan if a car is correctly plugged in and charging. See parking rules in Milan

Netherlands
Yes. It is allowed to park and end your trip at the Vattenfall (formerly Nuon) and TotalEnergies charging stations if a car is correctly plugged in and charging. See parking rules in the Netherlands

Spain
In Madrid, it is only allowed to end your trip at the charging hubs if the car is actively charging. See parking rules in Madrid

Hint: To earn credit, please make sure to end your trip after the car has started charging!

*In some SHARE NOW cities, we operate station-based car-sharing where cars do not "free-float" but are rented from fixed stations.

Our global fleet is comprised of mostly petrol engine cars, but we still have a few diesel engine cars. Make sure you check the instructions in the SHARE NOW app and inside the fuel tank flap before refuelling your car.

Thank you for keeping the SHARE NOW fleet fuelled and ready to roll!

To get a refund for money spent fuelling our cars during a trip, just open the SHARE NOW app. Once your trip has ended, you can find it in the app under "Trips & Invoices". Any trips where you refuelled will appear here with a gas station icon next to them. Go to Menu 👤 > Trips & Invoices > open the corresponding trip > Tap the “Request fuelling refund” button.

Simply follow the steps from there: Upload a photo of your receipt, choose between SHARE NOW credit or bank transfer, and submit your request. Our customer service team will then process it.

Please note: Refunds by bank transfer may take up to 2 weeks whereas refunds in SHARE NOW credit usually take a couple of days.

No, it is currently not possible to reserve a charging station in advance.

A charging pole is available when at least one port is open. Available ports are displayed in blue, while unavailable ports are shown in grey.

If there is an issue with the charging pole or station, please contact the energy provider directly. If the problem persists, we recommend going to the nearest available charging station.

No, you can only charge the vehicle in the country where the rental began.

When your vehicle is charging, you will see a confirmation message, 'Vehicle is charging' displayed below the active rental banner in the app.

There are no extra charges or penalties immediately after the vehicle finishes charging. However, if the charging station is occupied for an extended period after the charge is complete, additional charges may apply starting from the 14th hour. This is to ensure that charging stations remain available for other users.

Simply check the app for all partner charging stations in your area.

Austria
SMATRICS (Vienna)

France
Digital charging is available. Discover various partner charging stations within the app.

Germany
Innogy, Vatenfall, The New Motion Deutschland (Berlin)
RheinEnergie (Cologne)
RheinEnergie, SWD (Dusseldorf)
EnBW (Hamburg)
SWM (Munich)
Stadtwerke Stuttgart (Stuttgart)

Italy
BeCharge (Milan)
Enel X (Milan)

Netherlands
Vattenfall (formerly Nuon)
TotalEnergies

Spain
Charging hubs (park and charge in our exclusive parking garages in Madrid)

You'll find the cable directly in the vehicle's trunk. If you are using a fast charging station, the cable will already be available there.

Simply open the app, tap on 'Charge' and all partner charging stations nearby will appear automatically. Let the app guide you to the nearest one.

Once you have found your partner station, tap on 'Start charging' in the app and follow the following steps:

• Select an available charging pole and enter the number in the app. The charging pole number is on the pole itself, just below the QR code. In case of fast charging, you might also be required to select the cable you’ll use on the charging station’s screen.
• Connect the cable to the car first. The cable is in the trunk or attached to the charging pole in case of a fast charging station. Make sure the engine is switched off and all doors and windows are closed.
• Tap on 'Start charging' again on your smartphone and wait for the charging session to begin. Please don't close the app until the charging process has started.

To end a charging session tap on 'End charging' in the app. Make sure the charging is ended and confirm you want to stop the charging process in the app.

Then, put the cable back in the trunk. In case of a fast charging station, just attach the cable to the pole. Push the button on the charging station or inside the car to release the cable.