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FAQ Shared mobility

Frequently asked questions

SHARED MOBILITY

Nederlands — English

Signing up

  • How do I sign up for a carsharing initiative?

    You can sign up via the website of your carsharing initiative or your administrator will send you an email with a link to an online registration form. If you did not receive this email or if you have other questions concerning your enrolment, please contact your administrator.

  • How can I register myself for a WeGo account?

    1. After your successful enrolment via the website or via your fleet manager/administrator you will receive an email with a link to a registration form
    2. Please fill in the required details
    3. After your registration has been approved by your fleet manager/administrator, you have been successfully registered.
    If there are any problems during this process, please contact DriversDesk via 085 048 57 00. We will gladly assist you

  • Using the app

  • How do I download the WeGo Carsharing app?

    The Wego Carsharing app is available in the Playstore (Android) and the Appstore (iOS) on your mobile devices. To use the app your mobile device needs to have access to the following:

    • Bluetooth
    • Mobile data
    • GPS
    Please follow the following steps to download the WeGo Carsharing app:
    • Open the Appstore (IOS) or Playstore (android)
    • Search for WeGo Carsharing
    • Find the correct app and proceed to downloading it
    Or use one of the following links to directly go to the app in the app store: iOS: https://apps.apple.com/nl/app/wego-carsharing/id1470607561 Android: https://play.google.com/store/apps/details?id=com.wegocarsharing&hl=nl

  • How do I login to the WeGo Carsharing app?

    • Open the WeGo Carsharing app
    • Enter your username and password
    • Tap the LOGIN button
    • You are now successfully logged in

  • I cannot login, what should I do now?

    1. Check your username and password
    2. Have you used the correct username and password, but are you still not able to login? Please contact DriversDesk via 085 048 57 00, we will gladly investigate the issue.

  • I forgot my username, what should I do now?

    Please contact DriversDesk via 085 048 57 00. We can help you with retrieving your username and see if your account has been activated.

  • I forgot my password, what should I do now?

    1. Tap the FORGOT PASSWORD button. You will receive an email on the email address that is connected to your username. Via this email you can create a new password. Attention: Your password reset email will be send from a ‘no reply’ email address, please also check your unwanted and spam folder
    2. If there are still problems with your password afterwards, please contact DriversDesk via 085 048 57 00. We will gladly assist you with the password reset process

  • How do I book a vehicle via the app?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the date bar below the map
    4. Select the right date and time
    5. Tap the SHOW AVAILABLE VEHICLES button
    6. Select the vehicle you want to book
    7. Check the booking for errors
    8. Tap the BOOK button
    • You have successfully booked a vehicle

  • How do I make a booking for a whole day?

    Attention: You can only make a day booking for the next day and any subsequent day. It is not possible to make a day booking for the current day. A day booking is a reservation from 00:00 until 00:00

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the date bar below the map
    4. Tap the 24 button in the top of the date bar
    5. Select the desired day(s)
    6. Tap on SHOW AVAILABLE VEHICLES
    7. Select the vehicle you want to book
    8. Check the booking for errors
    9. Tap the BOOK button
    • You have successfully booked a vehicle for a whole day

  • How do I make a reservation for a whole weekend?

    Attention: You can only make a weekend booking for a  full weekend in the future. It is not possible to make  a weekend booning for a weekend that has already started. A weekend booking is from Friday 17:00 until Monday 9:00

    1. Open the WeGo Carsharing app
    2. Fill in your username and password
    3. Tap the date bar below the map
    4. Tap the button with the dots in the top of the date bar
    5. Select the desired weekend
    6. Select the vehicle you want to book
    7. Check the booking for errors
    8. Tap the BOOK button
    • You have successfully booked a vehicle for a whole weekend

  • I can’t book a vehicle, what should I do?

    1. Tap the date bar below the map
    2. Tap the calendar icon in the bottom left corner. This opens the availability calendar, where you can check which vehicles are available on which days
    3. Are there still vehicles available on your desired time slot, but aren’t you able to book one? Please contact DriversDesk via 085 048 57 00. We will gladly assist you
    Are there no vehicles available in your desired time slot? Please try another time slot or try to arrange another mode of transportation

  • How do I change my time slot?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the pencil icon
    5. Select a new time slot
    6. Tap the Edit booking button
    • You have now successfully changed the time slot

  • How do I extend my booking?

    Note: A booking can only be extended before the initial end time.

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the booking you wish to extend
    5. Tap the clock icon
    6. Select a new end time
    7. Tap the Edit booking button
    • You have successfully extendeded your booking

  • How do I cancel my reservation?

    Attention: A booking can only be cancelled before the initial starting time.

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the reservation you wish to cancel
    5. Tap the trash bin icon
    6. Tap Yes to cancel your booking
    • You have successfully cancelled your booking

  • How do I start my booking?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the Start booking button / button with the unlocked padlock
    • You have successfully started your booking

  • I cannot start my booking, what should I do?

    1. Check if you have a data connection
    2. Check if Bluetooth on your device is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if you are not trying to start your booking too early. If this is the case, change your initial starting time to the current time and adjust your time slot (if possible)
    5. Contact DriversDesk via 085 048 57 00, we will help you with the issue

  • How do I unlock the vehicle?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the unlock button
    • You have now successfully unlocked the vehicle

  • I cannot unlock the vehicle, what should I do?

    1. Check if you have a data connection
    2. Check if the Bluetooth on your phone is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if the vehicle was not closed with the key. If this is the case, the vehicle can only be opened with the key again
    5. Check if you are not trying to start your reservation too early. If this is the case, change your initial starting time to the current time and adjust your time slot
    6. Still having problems? Contact DriversDesk via 085 048 57 00, we will gladly assist you

  • How do I lock the vehicle?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the unlock button
    5. Depending on the version of the app, you may be asked if you want to end your booking. If you want to end your booking, tap Yes. Tap No if you just want to lock the car, without ending the booking.
    • You have now successfully locked the vehicle
    Attention: You can only end your booking if you are at the same location where you picked up the vehicle.

  • I cannot lock the vehicle, what should I do?

    1. Check if you have a data connection
    2. Check if Bluetooth on your phone is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if you did not surpass the initial end time of the booking. If this is the case, please extend the end time of your booking
    5. Check if the doors of are closed correctly. To be sure, please open and close all the doors of the vehicle
    6. Still having problems? Contact DriversDesk via 085 048 57 00, we will assist you with the issue

  • How do I end my booking?

    Attention: A booking can only be ended after the vehicle has been locked properly.

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the End booking button / the button with the locked padlock
    5. Depending on the version of the app you are using, you may be asked if you want to end your booking. If you want to end your reservation, tap Yes. Tap No if you just want to lock the car, without ending the booking.
    • You have now successfully ended the booking

  • I cannot end my reservation, what should I do now?

    1. Check if you have working data connection
    2. Check if Bluetooth on your device is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if you did not surpass the initial end time of the reservation. If this is the case, please extend the end time of your reservation
    5. Check if the doors of the vehicles are closed correctly. To be sure, please open and close all the doors of the vehicle
    6. Still having problems? Contact DriversDesk via 085 048 57 00, we will gladly assist you with the issue

  • Using a shared vehicle

  • How do I unlock the vehicle?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Press the button with the unlock icon
    • You have now successfully unlocked the vehicle

  • I cannot unlock the vehicle, what should I do now?

    1. Check if you have a data connection
    2. Check if the Bluetooth on your phone is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if the vehicle was not closed with the key. If this is the case, the vehicle can only be opened with the key again
    5. Check if you are not trying to start your reservation too early. If this is the case, change your initial starting time to the current time and adjust your time slot
    6. Still having problems? Contact DriversDesk via 085 048 57 00, we will gladly assist you

  • How do I lock the vehicle?

    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Press the calendar icon in the bottom of the screen
    4. Press the button with the lock icon
    5. Depending on the version of the app, you may be asked if you want to end your reservation. If you want to end your reservation, tap Yes. Tap No if you just want to lock the car, without ending the reservation.
    • You have now successfully locked the vehicle
    Attention: You can only end your reservation if you are at the same location where you picked up the vehicle.

  • I cannot lock the vehicle, what should I do now?

    1. Check if you have a data connection
    2. Check if Bluetooth on your phone is turned on
    3. Check if you are within 5 meters of the vehicle
    4. Check if you did not surpass the initial end time of the reservation. If this is the case, please extend the end time of your reservation
    5. Check if the doors of are closed correctly. To be sure, please open and close all the doors of the vehicle
    6. Still having problems? Contact DriversDesk via 085 048 57 00, we will assist you with the issue

  • How do I start an electric vehicle?

    1. Put the clutch in the P-mode
    2. Use the brake pedal
    3. Press the Start/Stop button
    4. Put the clutch in D-mode
    5. Release the brake pedal
    • You can now begin driving by gently pressing down the “gas” pedal
    Attention: An electric car does not make sound after starting

  • I cannot start the electric vehicle, what should I do now?

    1. Check if the clutch is in P-mode
    2. Unlocked the car with the key? Please close the doors and unlock the vehicle via the app. The immobilizer will now be deactivated.
    3. Still not able to start? Contact DriversDesk via 085 048 57 00, we will be happy to help
    Attention: An electrical car does not make sound after starting

  • How do I turn off an electrical vehicle?

    1. Use the brake pedal
    2. Put the clutch in the P-mode
    3. Press the Start/Stop button
    4. Release the brake pedal
    5. Open the doors of the vehicle
    • The vehicle is now turned off
    Attention: The radio may remain on during the process. Dont worry, it will turn off automatically.

  • I cannot turn off the electric vehicle, what should I do now?

    1. Check if the clutch is in P-mode
    2. Check if you are pressing down the brake pedal
    3. Press the Start/Stop button once again
    4. Still having problems? Unlock the vehicle once again via the WeGo carsharing app and retry the previous steps
    5. Still having problems? Contact DriversDesk via 085 048 57 00 and we will happy to assist you

  • Where should I park the vehicle at the end of the reservation?

    The vehicle should always be parked at the exact same location as where it has been picked up. In some cases, it might be possible that the car has a designated parking space, then please park it there. If this is not the case, park the car in the same street, same parking garage or same site. Is the vehicle electric? Then connect it to a charging station so that the next user has a charged vehicle at his or her disposal.

  • It is not possible to park the vehicle at the appointed location. What should I do now?

    1. Check if there is a parking space available near to the appointed location. Please keep in mind that this should be in the same street, parking garage or (company) site.
    2. In case there is no space available at all, or if you are not sure that you can use any of the available parking spaces, please contact DriversDesk via 085 048 57 00. We will be happy to assist you
    Attention: If you park the car on a different location, there may be parking costs involved

  • The parking garage will not open. What should I do now?

    1. Please check if there is a number available at the door or the barrier. If there is, please contact this number
    2. Park the car outside, but still close, to the parking garage.
    3. In case there is no space available at all, or if you are not sure that you can use any of the available parking spaces, please contact DriversDesk via 085 048 57 00. We will be happy to assist you
    Attention: If you park the car on a different location, there may be parking costs involved

  • How do I charge an electric car?

    1. Take the charging cable out of the car
    2. Connect the right plug to the car
    3. Connect the other plug to the charging station
    4. Scan the charging pass at the charging station
    The vehicle is charging if the charging station shows a blue light. To be sure about this, you can check if the charging icon in the dashboard is turned on.

  • How do I disconnect the charging cable?

    1. Open the car via the WeGo Carsharing app
    2. Take the charge card out of the car. Usually you will find this card in the glove department, next to the clutch or behind the sun visor.
    3. Scan the charge card at the charging station
    4. Disconnect the charging cable from the charging station
    5. Disconnect the charging cable from the car
    Attention: Some car models have a disconnect button inside the car which has to be pressed first. This button is usually situated somewhere near the steering wheel
    1. Put the charging cable back in the car
    Attention: Always take the charging cable with you in the car

  • I cannot disconnect the charging cable from the charging station. What should I do now?

    1. Try scanning the charge card one more time at the charging station
    2. Still not able to disconnect the charging cable from the station? Please contact the operator of the charging station via the number that is displayed on the station. They can assist you further with your queries.
    3. If contacting the operator does not lead to a solution, please contact DriversDesk via 085 048 57 00 and we will do our utmost to solve the problem

  • I cannot disconnect the charging cable from the vehicle, what should I do now?

    1. Disconnect the charging cable from the charging cable first, before disconnecting the cable from the vehicle
    2. Lock the vehicle via the app
    3. Unlock the vehicle via the app
    4. Try once again to disconnect the charging cable from the vehicle
    5. Please check for a disconnect button in the steering wheel area
    6. If this button is present, press it and try to disconnect the cable once again
    7. Still having problems? Contact DriversDesk via 085 048 57 00 and we will be happy to assist you

  • Can I charge the vehicle during my reservation?

    Charging the vehicle is possible at all public charging stations in The Netherlands. Depending on your sharing platform it might be possible to charge the vehicle at fast charging stations (FastNed, Alego, etc.). Please contact DriversDesk via 085 048 57 00 to check whether you can use a fast charging station and prevent unpleasant surprises during your trip.

  • I cannot charge my electric vehicle. What should I do now?

    1. Please scan the charge card again at the charging station
    2. Try to charge the vehicle at a different charging station, because it may be possible that the charging station is not functioning properly. Charging stations that are out of order usually show a red light
    3. Still having problems charging the vehicle? Contact DriversDesk via 085048570 and we will do our utmost to find a solution
    Attention: Depending on your (car) sharing provider, the charge card may not function at fast charging stations (FastNed, Alego, etc.)

  • The charging station is defect, what should I do now?

    1. Check if a different charging station is available in the vicinity
    2. Contact the number that is displayed on the charging station. The operator of the station may be able to help you further
    3. If the problem cannot be solved by the operator, please contact DriversDesk via 085 048 57 00 and we will do our utmost to find a solution

  • I want to refuel the vehicle. However, I do not know the fuel pass code, what should I do?

    1. Open the WeGo Carsharing app
    2. Press the calendar icon in the bottom of the screen
    3. Check your current reservation. Here the code of the fuel pass can be found.
    4. Cannot find the code in the app? Contact DriversDesk via 085 048 57 00, we will assist you with your problem.

  • Costs and billing

  • What are the costs of using a shared vehicle?

    The prices for using a shared vehicle differs per project. The prices can be found in the general terms. If you can’t find the prices, you can contact DriversDesk via 085 048 57 00 and we will provide you with the applicable pricing list. Attention: Costs are always calculated on reserved time and not on actual time spend using the car.

    Example: In the case that a reservation has been made from 9:00 to 12:00, but the actual use of the car has only been from 10:00 to 11:00, the costs will be based on the initial reserved time (being 09:00 to 12:00 in this example). If the car has been used earlier than the initial starting time or later that the initial end time, then the cost of the reservation will be adjusted to the actual start and/or end time.

  • I used a shared vehicle. When will I receive my invoice?

    The date on which you will receive your invoice differs per sharing project. This information can be found in the general terms. If it is not clear when the invoicing will take place, please contact DriversDesk via 085 048 57 00 and we will be happy to provide you with the exact invoicing date.

  • Damage, technical difficulties and malfunctions

  • The vehicle is damaged, but I can still drive. What should I do?

    Before your trip:
    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the Start booking button / the unlock button
    5. You will be asked to check the vehicle for damage
    6. Encountered damage? Process this through the app
    7. Add a photo of the discovered damage
    8. After you are done with this process, WeGo will receive a notification of the damage
    • You can now start your trip
    If you do not get the option to register damage, please contact DriversDesk at 085 048 57 00.
    At the end of your trip:
    1. Open the WeGo Carsharing app
    2. Enter your username and password
    3. Tap the calendar icon in the bottom of the screen
    4. Tap the End booking buttun / the lock button
    5. You will be asked to check the vehicle for damage
    6. Encountered new damage? Process this through the app
    7. Add a photo of the encountered damage
    8. After you are done with this process, WeGo will receive a notification of the damage
    • You can now end your reservation
    If you do not get the option to register damage, please contact DriversDesk at 085 048 57 00.

  • The vehicle is damaged and cannot drive any further. What should I do ?

    Please contact DriversDesk at 085 048 57 00. We will help you with the next steps and answer all your questions.

  • I am having technical difficulties with the car. What should I do?

    1. Look for a safe space to pull over
    2. Put on the safety vest that you find in the vehicle
    3. If needed, place the safety triangle on a safe spot near the vehicle
    4. Experiencing technical difficulties on the highway? Be sure to stand behind the crash barrier
    5. Contact DriversDesk via 085 048 57 00, we will assist you with the next steps and answer all of your queries

  • A warning light appears on my dashboard and I do not know what it means… What should I do?

    Before your trip:
      1. Start the vehicle
      2. Identify the colour of the light
        • A green light means that everything is functioning properly. No need to worry
        • A yellow / an orange light means that the car should be looked at as soon as possible and we advise to not use the vehicle. Contact DriversDesk via 085 048 57 00, we will help you with arranging alternative transport
        • A red light means that the vehicle should not be used under any circumstances. Contact DriversDesk via 085 048 57 00 and we will be happy to assist you
    Note that some of the warning lights will turn on automatically when starting the car. This is to check whether the lights are still working. Please wait a moment for these lights to turn off again.
    During your trip:
    1. Identify the colour of the light
      • A green light means that everything is functioning properly. No need to worry
      • A yellow / an orange light means that the car should be looked at as soon as possible. Drive the vehicle to a safe parking space as we do not recommend to continue using this vehicle. Call DriversDesk at 085 048 57 00 and we will help you further
      • A red light means that the vehicle should not be used under any circumstances. Please find a safe spot to park the vehicle and contact DriversDesk via 085 048 57 00. We will assist you and answer any of your queries.

    At the end of your trip:
    1. Identify the colour of the light
      • A green light means that everything is functioning properly. No need to worry
      • A yellow / an orange light means that the car should be looked at as soon as possible and we advise to not continue using this vehicle. Please contact DriversDesk via 085 048 57 00. We will temporary block the vehicle for reservations and schedule an appointment with a repair shop
      • A red light means that the vehicle should not be uses until the issue is resolved. Please contact DriversDesk via 085 048 57 00 so that we can temporary block the vehicle for reservations and schedule an appointment with a repair shop
    2. Turn off the vehicle and end the booking

  • I just had an accident and another car is involved. What should I do?

    1. Together with the other party involved, look for a safe location to inspect the damages and fill out the accident report form. If you and the other party do not come to a conclusion, you can always contact the police.
    2. Take photos of the situation and vehicles. Make sure that the license plates of both vehicles are clearly visible.
    3. Fill out the accident report form together with the other involved party. This form can be found in the glove department of the vehicle. If the form is not present, please download the form from the internet
    4. Contact DriversDesk via 085 048 57 00: we will help you with the next steps and answer any of your queries.

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