Contact private customers
Frequently asked questions
What damage must be reported?
Damage to bodywork must be reported using the Mobility app. Accidents must be reported by telephone to the 24h Service Center on 0848 824 812. More information: Damage Report
Do I have to refuel the Mobiltiy vehicle?
Refueling is free – the fuel card is in a holder in the glove compartment: remove the card from the holder with ignition off – to do that, push the button on the backside of the holder. The PIN code appears on the display – you can proceed to refuel. After refueling, please insert the card back into the holder.
Alternatively, you can also find the PIN code in the app on the overview of the corresponding reservation.
The fuel card can only be used in Switzerland, and only at petrol stations whose logos are printed on them and can only be used for fuel purchases:
• Fuel card with Avia logo: only at Avia petrol stations
• Fuel card with Shell and Agrola logo: at Shell, Eni and Agrola petrol stations. In Ticino this card can also be used at MIGROL petrol stations.
• Fuel card with BP and Routex logo: at BP, Eni and ARAL petrol stations
• Fuel card with Socar and Tamoil logo: at Socar and Tamoil petrol stations
• Fuel card with Ruedi Rüssel and Miniprix logo: at Ruedi Rüssel, BP and Miniprix petrol stations
If you pay for the fuel yourself, you can send us the fuel receipt, stating your Mobility number and reservation number by e-mail to office(at)mobility.ch. We will credit the expenses to your Mobility customer account.
→ Business customers can send us the fuel receipt by e-mail together with the form: repayment for fuel (PDF)
How do I change my password (PIN code)?
Click on your name at the top right of the customer portal > Profile > Change password.
How are the costs for Mobility reservations calculated?
The costs are based on the kilometre and/or time rates for that vehicle category. On long journeys our day packages will automatically take effect.
You can calculate the cost of your journey quickly and easily in the price calculator:
How do I cancel my subscription?
Business Customers:
For business customers, see "How do I cancel my Business subscription?" in the "Business customers" section.
Private Customers:
Cancellations of Mobility subscriptions must be notified in the customer portal. The cancellation also automatically affects the current liability reduction if this was concluded at the same time as the subscription. Please note the respective notice periods, of which you will be informed by e-mail via the renewal letter. If the cancellation period has expired, a cancellation can only be made at the end of the next term.
You can also find the cancellation periods here:
| Membership | Cancellation period |
| mobilityTEST | 7 days before end of contract |
| mobilityPLUS | Minimum term of 12 months afterwards monthly cancellation to the end of the following month. |
| mobilityEASY and mobilityYOUNG | Anytime, no cancellation period |
| mobilityMEMBER and mobilityCO-MEMBER | 6 months' notice as of 30 June or 31 December |
| mobilityLEARN | 7 days before end of contract |
| Liability reduction, if not concluded at the same time as the subscription | 7 days before end of contract |
Contact form
Don’t own it – share it; expand the community
Being mobile needs a rethink. For the climate. For all of us. Don’t own it – share it. Win your friends over with the new type of mobility now: recommend our service to your friends to get your hands on drive credit or surprise them with a voucher.
Get on board and drive intelligently.