Contact

Frequently asked questions

• How do I change my mobile number for multi-factor authentication?

  open / close accordion

  Send us an e-mail from your registered email address with us to office@mobility.ch and inform us of your new mobile number. We will update this for you. Afterwards, you will receive the SMS for login to the new number.

• What damage must be reported?

  open / close accordion

  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?

  open / close accordion

  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: Fuel refunds (PDF)

• How do I change my password (PIN code)?

  open / close accordion

  Click on your name at the top right of the customer portal > Profile > Change password.

• How are the costs for Mobility reservations calculated?

  open / close accordion

  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:

  PRICE CALCULATOR

• How do I cancel my subscription?

  open / close accordion

  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
  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
  Liability reduction, if not concluded at the same time as the subscription	7 days before end of contract

  GTC