FAQ

With the multitude of different offers and apps for urban mobility, this question is quite justified! With the Europcar Mobility App, we expand our brand promise "Moving your way" and want to offer you the opportunity to use a wider range of different mobility services beyond rental cars with just one app and one user account according to your needs. We consciously lead with a product that does not yet include all offers and is not yet perfect. With this approach, we want to receive your feedback very early in order to best understand and serve your needs in the app. We are convinced that in this way, together with you, we can develop a new, even better Europcar experience.

At the start, the Europcar Mobility App includes the entire range of Europcar rental cars as well as car sharing from MILES in Germany. We believe that with this combination of spontaneous urban trips, day and weekend trips, and even longer vacation trips, we can already meet many vehicle-based needs. However, we see this only as the beginning. Together with you, we want to continuously develop and expand the offering of the Europcar Mobility App based on your wishes and needs.

We highly value your feedback and definitely want to hear from you. To do this, navigate to the Account tab in the app and visit the app's help section to send us your feedback, or email us at mobility-app@europcar.com.

You can find the current partner list at http://www.mobilitykey.com/en/partners.

Unfortunately, this is currently not possible. However, our goal is to integrate the mobility services that you consider to be particularly important. Feel free to share your opinion with us at mobility-app@europcar.com!

To use the Europcar Mobility App, you need at least an email address and must create a user account using the EuropcarID. To use all the services included in the app, you need a valid payment method, a valid identification document, and a valid driver's license in addition to a user account. Your documents must be supported by our authentication partner.

If you have any questions about the registration process, please contact mobility-app@europcar.com directly.

The Volkswagen Group and the Europcar Mobility Group are jointly developing new mobility products. The core offering of the Europcar Mobility Group will in the future also be expanded to include other mobility services from the group and third-party providers. For this purpose, The Key to Mobility Services GmbH, a wholly-owned, indirect subsidiary of Volkswagen AG, acts as an intermediary between users and integrated third-party providers. This enables us to provide seamless access and booking of various mobility solutions with just one user account and one payment method.

To do this, go to the "My Account" section in the app and select "Settings." Then tap on "Personal Information," where you will find the "Delete Account" button at the bottom.

If you decide to delete your Europcar Mobility user account, we will delete your data as soon as possible in accordance with the requirements of the GDPR. Please note that this does not affect the account data that may have been stored in connection with a booking with integrated third-party providers. To request deletion of this data, please contact the respective provider.

Currently, we only accept credit cards for booking. We plan to offer additional payment methods in the future.

If you encounter problems during the registration of your payment method, please contact us at mobility-app@europcar.com

To increase document verification security and prevent identity theft or fraud, we and some integrated third-party providers verify both the driver's license and an identity document. For example, this ensures that the driver's license is not stolen or lost.

In principle, yes. The crucial factor is the issuing country of your documents, which our authentication partner IDnow can read. Passports or identity cards and driver's licenses from the following countries are currently supported: Belgium, Bulgaria, Bosnia and Herzegovina, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Moldova, Malta, Macedonia, Netherlands, Norway, Austria, Poland, Portugal, Romania, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary, United Kingdom, Cyprus.

Paper driver's licenses are currently not supported by our authentication partner. If you still want to book a rental car from Europcar, we recommend downloading the Europcar Car Rental app.

Foreign driver's licenses are accepted. The issuing countries of your documents, which our authentication partner IDnow can read, are crucial. The following states are currently supported: Belgium, Bulgaria, Bosnia and Herzegovina, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Moldova, Malta, Macedonia, Netherlands, Norway, Austria, Poland, Portugal, Romania, Sweden, Switzerland, Slovakia, Slovenia, Spain, Czech Republic, Hungary, United Kingdom, Cyprus. 

The international driver's license is not accepted.

If you receive a message in the app stating that your document verification has failed, please feel free to contact us via email at mobility-app@europcar.com.

Manual verification of identity documents that does not take place in person significantly increases the risk of misuse or fraud and may therefore lead to the rejection of bookings with the integrated third-party providers. If you reject an automated check and would still like to book a rental car from Europcar, please download the Europcar car rental app and use the app to complete your booking. You can then have your documents checked in person at the counter as usual.

You need a valid payment method, identification document, and a valid driver's license Class B. Furthermore, certain vehicle classes have age restrictions. For further information, please refer to the General Rental Terms and Conditions here.

Initially, vehicles can be rented at locations available in the app within Germany. By pressing the calendar button at the bottom left after launching the app, you will access the car rental search and can also find a list of all available locations there. We plan to expand availability to more locations soon.

After selecting the appropriate car rental offer, all available pickup stations in a city and the prices there will be displayed. This allows you to easily choose the pickup station with the best price in your city.

To facilitate easy comparison of prices at different stations, we offer city-level search in the Europcar Mobility App. First, search for your destination, enter the pickup and drop-off dates, and select the desired car rental offer. In the next step, you will receive an overview of all available stations and their prices at the selected location in a convenient map view.

No, unfortunately, that is not possible.

Yes, you can change reservations as long as this is done within the specified deadlines and conditions. Please contact the Europcar support team for this. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

Yes, in most cases reservations can be cancelled. Cancellation fees may apply. Please refer to our General Rental Terms and Conditions for details: Link. If you wish to cancel your reservation, please contact the Europcar support team.

Payment at Europcar takes place on-site, upon vehicle pickup. Therefore, please be sure to bring your credit card, ID, and driver's license to the pickup station.

For questions or issues regarding your Europcar booking, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

First, check your email inbox. We sent you an email with all booking details upon booking. If you can't find it, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

You need a valid payment method, identification document, and a valid driver's license Class B. Please pay particular attention to ensuring that your credit card has sufficient coverage, as we must reserve the amount of the deductible applicable to your booking upon rental.

Yes, to use our vehicles, you must have reached the minimum age for the respective vehicle category. Check the General Rental Terms and Conditions for age restrictions here: https://www.europcar.com/files/live/sites/Europcar/files/Conf_email_attachment/CGL_EN_DE.pdf

At the launch of the Europcar Mobility App, all our car rental offers can be booked with our basic package. You can find the details in the presentation of the respective offer in the app. We will offer you additional insurance options soon.

Before crossing country borders, please refer to the General Rental Terms and Conditions for the corresponding regulations: https://www.europcar.com/files/live/sites/Europcar/files/Conf_email_attachment/CGL_EN_DE.pdf 

Please refer to the owner's manual of your vehicle for this. You can also contact the Europcar support team at any time. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

Please refer to the owner's manual of your vehicle for this. You can also contact the Europcar support team at any time. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

In this case, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

If damage occurs during your rental, please follow the steps listed here.

An extension is generally possible unless your vehicle is already scheduled for re-rental. Please contact the Europcar support team with your request. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

In this case, the rental period is extended accordingly. Incurred costs will be charged to you.

Please make sure to comply with all applicable traffic regulations during your rental. If there are claims from the traffic authorities resulting from your rental, they will initially reach us. If we can clearly assign these claims to you, we will contact you. Please note that this process may take several weeks.

If you have forgotten something during your journey, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice. We will try to locate and return lost items.

For billing issues related to Europcar bookings, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice 

Please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

For questions about your Europcar invoice, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice

You will receive your Europcar invoice by email at the end of your rental. If you can't find the email, please contact the Europcar support team. Various contact options can be found here: https://www.europcar.de/de-de/p/kundenservice.

Additional fees may apply if you have not complied with or exceeded the contractual terms set out in the rental agreement, such as the rental period. For questions about your rental, please contact the Europcar support team. Various contact options can be found at https://www.europcar.de/de-de/p/kundenservice.

You can find answers to all important questions about your MILES booking here.

If you have forgotten something during your journey, please contact the respective provider. For MILES bookings, please contact MILES: https://support.miles-mobility.com/.

If you wish to report discrepancies with the prices or fees listed on your invoice, please contact the respective provider. For MILES bookings, please contact MILES: https://support.miles-mobility.com/.

If you wish to report discrepancies with the prices or fees listed on your invoice, please contact the respective provider. For MILES bookings, please contact MILES: https://support.miles-mobility.com/.

You can download your MILES invoice using the link provided in the email we send you after the end of your rental.

Additional fees may apply if you have not complied with the contractual terms specified in the rental agreement or the rules of the road traffic regulations, such as parking violations. For questions about your rental, please contact MILES: https://support.miles-mobility.com