FAQ

Frequently asked questions

The Autolib’ Service

Can a vehicle rented from one station be returned to another?

Yes, that's the principle of Autolib'. You can rent a vehicle in one given station and take it back to the station of your choice.

What is the difference between an Autolib' centre, an Autolib' station and the reception centre?

• The reception centre: Our reception staff will introduce the Autolib’ service and help users carry out the necessary formalities regarding vehicle rental. It is open from 7 am to 10pm, 24/7.

• The Autolib’ stations: They have parking places (4 to 6 places on the road and 10 to 20 places in the parking lot) to park and recharge the vehicles and also rental kiosks and recharge units which allow you to rent a self-service vehicle 24/7.

• Autolib’ centres are similar to the stations, but also have a shelter and a subscription kiosk. The Autolib’ centre is open 24/7.

• In addition, in 250 of these Autolib’ centres or stations in Paris, extra parking is planned for recharging private cars and motorcycles.

What is the difference between a subscription kiosk and a rental kiosk?

• The subscription kiosk allows you to subscribe to the plan. There you can scan your documents (driving licence, identification, bank information, photo, etc.), choose your subscription type, pay your security deposit, accept the General Conditions of Access and Use and obtain your subscription card. You will find this kiosk in all shelters in Autolib’ centres as well as in the reception centre. In both places there are advisors to help you, should you need them.

• The rental kiosk allows you to rent a vehicle. To use it, you must have a valid subscription taken out at the subscription kiosk.

What is a recharge station? How does it work?

• The recharge stations are for Autolib’ cars as well as private electric cars with a type 3 plug and the correct subscription (which allows up to two recharges per day per subscriber). Certain types of stations have special connections allowing motorcycles to be recharged.

• When you collect or return your Bluecar, disconnecting and reconnecting it to the recharge station is your responsibility. Before setting off, you must unplug the cable and when you return, connect it again. In both cases, ensure that you have closed the lid on the unit. Reconnecting the cable to the recharge station and correctly closing the lid on the car ends the rental. It is therefore important that you carry out these operations correctly. If this is not the case, you will continue to pay for the rental period.

How many Autolib’ stations are there?

At the opening of the Autolib’ service to the general public (December 5, 2011), not only 250 stations and Autolib spaces' were made available but 250 Bluecars either.
Since the launch phase and until June 2012, the park is expanding by about 300 cars a month. In summer 2012 (June 1, 2012), Autolib ‘ will have deployed approximately 1,100 Stations and Autolib' spaces and introduced,1740 Bluecars.

Does the free recharge of the car end the rental period?

Yes. Any reconnection to the recharge station ends the rental. If you would like to continue using the Bluecar, you must start the rental procedure again at the rental kiosk.

How long can I rent the Bluecar for?

The Autolib’ service is designed for short rental periods, 2 or 3 hours maximum and is therefore expensive for rentals longer than a day. However you can rent the vehicle for any period of time. It is your responsibility to check the remaining range and recharge the car if necessary: the battery must be charged every 250 km maximum. Recharging a vehicle in an Autolib' station ends the rental period.

What is the Ambassadors’ role?

The Ambassadors are on hand to give you any information you need and to help you with using your vehicle. They are also there for you in the event of an accident or breakdown. You will find them in the Autolib’ centres or we can send one to you should you request it via the call centre.

When can I contact the call centre?

The call centre is open 24/7.

Why use Autolib’?

Autolib’ benefits

• Autolib’ offers an ecological, innovative means of transport: all our cars are 100% electric. Autolib’ complements the existing transport in the Ile de France region, improving everyone’s mobility.

• You can use Autolib’ for occasional trips, for half an hour or a day, with complete freedom, whilst driving ecologically. Autolib’: a car when you want, with no garage bills, no special insurance and no parking problems.

What is the difference between Autolib’ and a normal car-sharing plan?

Normal car-sharing does not allow you to return a vehicle to a different station from where the car was collected. But with Autolib’ you can. As the Autolib’ network increases, you will have more choice and will be able to return your Bluecar wherever you want.

If an air pollution peak is forecast, can I use Autolib’?

Yes, Autolib’ is a non-polluting electric car. It has no usage restrictions linked to pollution.

Can I use bus lanes?

No, Autolib’ vehicles are not permitted to use bus lanes.

How are the cars?

What is a Bluecar?

The Bluecar is a 4-person vehicle, 100% electric, equipped with a 30-kWh Lithium Metal Polymer battery which requires no maintenance.

3.65m long, 1.70m wide and 1.61m high, with 4 seats, it is equipped with an Airbag, safety belts, an Isofix system for securing child seats and has electric power steering.

It also has a digital screen which displays all the necessary data about the car (remaining range, etc.) and a button allowing contact with the call centre in case of an emergency (for example: breakdowns, flat tyres, etc.).

Cleaning the vehicles / Who is responsible for keeping the vehicle clean?

You are responsible for the cleanliness of the interior of your vehicle, please ensure that you leave nothing inside it. Repeatedly leaving the car in an unacceptable state will incur penalties: if you return the Bluecar in an unsatisfactory condition, you will be charged a cleaning fee of 30 euros.

I’ve left a personal item in the car, what should I do?

Lost property is kept for two months at the Autolib’ Reception Centre at 5 rue Edouard VII (75009), which is open 24/7.

Missing items from the vehicle

If items in the car (booster seat, triangle, etc.) go missing, you will be charged according to the value of the missing equipment.

Can I carry a young child in the car?

Yes, an Isofix system is installed in the back seat of the vehicle to allow you to attach your child seat.

How many people can the Bluecar carry?

The car takes 4 people or 3 adults and a child in a suitable child seat.

Are heavy packages allowed?

Carrying heavy or large packages that are likely to damage the Bluecar is forbidden.

What options does the Bluecar have?

The Bluecar is equipped with a GPS, a touch screen, electric windows, central locking and a USB socket.

Where is the ignition key?

The key is a “captive key”, integrated into the car. To start the car, just turn the key.

Can the vehicle be driven without a licence?

No. To use the Autolib’ service, the driver must be at least 18 years of age and hold a valid driving licence.

What is the vehicle’s autonomy?

The Bluecar’s urban cycle autonomy is 250km and its extra-urban autonomy is 150km.

Are the vehicles equipped for disabled drivers?

No, the vehicles are not equipped for disabled drivers.

Can the car be recharged outside of the Autolib' charging stations?

No, only Autolib’ charging points may be used for recharging Bluecars.

Is the vehicle air-conditioned?

No.

How to rent a vehicle?

Sign up (see “How do I subscribe”) and add the iPhone application (initially, only subscription with bank transfer may be carried out on the iPhone, in several months, there will be a debit / credit c

How do I subscribe?

If you want to opt for the bank transfer payment method, you can sign up on the internet.

If you choose payment with credit or debit card, you need to go to a subscription kiosk, which can be found in all Autolib’ centres and in the reception and information centre on rue Edouard VII.A call centre agent will help you complete the operation via videoconference. During working hours an ambassador will also be there to help you.

Can I reserve a car in advance? How do I check, review or cancel my reservation?

When the service is launched, it will only be possible to rent a car at the rental kiosks, where an available car will be assigned to you. 

In the future, it will be possible to reserve a car on the internet.

I have made a reservation but I now don’t need the vehicle. Will there be a penalty payment?

Yes. When you book a vehicle, you have 30 minutes to retrieve it. Beyond this time, the car becomes available again to the service, and you will be liable for a 5 euros fee.

Must the name on the bank card match the name on the driving licence?

Yes, the name of the card holder must be identical to the name on the driving licence.

Can I use the car as a learner driver under supervised driving?

No. To use the Autolib’ service, the driver must be at least 18 years of age and hold a valid driving licence.

I have subscribed, what should I do to rent a Bluecar?

You should go to a rental kiosk. When you touch the touch screen, you will be required to present your Autolib' card. After the validity of your subscription has been checked, the kiosk will assign you a vehicle at the station where you are or, if there are none available, will indicate which of the 8 nearest stations has an available car. You can then reserve the car, which must be collected within 20 minutes.

The kiosk will identify the Bluecar with the most fully-charged battery and will assign it to you. The electricity supply to the vehicle will be shut off. Follow the steps below:

• 1. Unlock the Bluecar

• Present your Autolib’ card at the point shown on the driver’s door. This will unlock the Bluecar as well as the cap where the cable is plugged in.

• Walk around the vehicle, open the cap, disconnect the cable and ensure it recoils correctly before closing the lid on the recharge unit. If you do not carry out this stage correctly, a message will appear on the touch screen inside the cabin of your Bluecar. Disconnecting the cable begins the rental period.

• You have 10 minutes in which to carry out this procedure. After that time, the rental is considered to be finished and you will be informed by SMS or email. The recharge station is unlocked automatically. The Bluecar will become available for other users.

• If you have any difficulties, you can ask for assistance from the staff at an Autolib' centre or contact the call centre via the rental kiosk.

• 2. Starting the vehicle

• Climb into the Bluecar and check its condition. If there are any problems, declare them to the call centre via the rental kiosk before driving away

• Turn the key (NB: there is no engine noise whilst starting the engine), release the hand brake; your Bluecar is ready to drive, as shown on the screen.

• Warning: if you did not input your destination at the rental kiosk (we recommend that you do this, as you will be able to reserve a parking space for your arrival) and if you are planning a longer journey, ensure that the battery level is sufficient, as shown on the screen.

I would like to rent a vehicle, but I can’t see any in the station, what should I do?

You should go to a rental kiosk. All Autolib’ stations and centres are equipped with them. When you touch the touch screen, you will be required to present your Autolib' card. After the validity of your subscription is confirmed, a message and a map will show you where you can reserve a vehicle in one of the 8 nearest stations where there is an available vehicle. You have 20 minutes, after having reserved, to go to the selected station and collect your Bluecar. After this 20-minute period, the Bluecar becomes available for rent again.

I have a technical problem and cannot collect or return my Bluecar

Speak to an ambassador or contact the Autolib' call centre (at the kiosk or using the help button in the vehicle).

What is the process for returning the vehicle?

The vehicle should be returned to the recharge station:

• Close the windows, turn the car off, lock it.

• Present your Autolib’ card at the recharge station which will open the cap covering the cable, then connect the cable to the vehicle.

• This reconnection ends the rental.

Can I book a car in advance?

Yes, you can book a Bluecar car 30 minutes in advance by calling the Autolib’ customer service 0800 94 2000 (free call) or  01 58 34 34 34 or by going to a renting terminal and by  pressing  the blue button.

Can I reserve a parking space?

Yes, you can reserve your parking place. It will be reserved for you for 90 minutes.
This reservation can be made at the rental kiosk by contacting the call centre.

If there is not a space available in the station of your choice, the call centre’s computer system (or the website, in the future), will suggest a space in one of the 8 nearest stations.

I can’t find an available space for the Bluecar.

Please consult the touch screen in your car where the nearest station with an available space will be indicated. If you still cannot find one, contact the call centre who will offer you a parking space in one of the nearest stations.

If the call centre cannot find you a parking place, they will send you to one of the 8 nearest stations where the Bluecar will be taken by one of our Ambassadors.

What should I do if I have an accident or damage the car?

In the event of an accident, you must always complete an accident report ("constat amiable”). You will find this form in the vehicle and should, on completion, send it by post using the free-post envelope ("enveloppe T") which you will also find in the vehicle. If the vehicle cannot be driven, the call centre will end the rental period and send an Ambassador to you. When the Ambassador arrives he or she will take over responsibility for the vehicle. The call centre can also arrange a taxi for you, if required, to take you to the Autolib’ station to which you were travelling.

What are the rates?

How do I subscribe?

To sign up for direct debit, the subscription is possible online.

If you wish to choose to pay by credit card, you can subscride either online or on a subscription kiosk available in all Autolib' areas, but also at the reception center of Edward VII street. The operation takes place with the assistance of an adviser in videoconferencing. At the Edward VII center, the help of the host and hostess is offered.

How to register online?

• Choose your offer.

• Create your account (personal information, choosing a PIN, validating CGAU).

• Send your documents (driving licence scan, recent photo, your ID ou passport scan).

• Pay online (credit card or bank account).

• Get your pass within 4 days ou go into terminal subscriber to edit a temporary badge.

How to register in a terminal subscription?

• Scan your documents in a videoconference with an adviser(valid driving licence and valid in France, an ID,  bank account, photo...).

• Accept the General Conditions of Access and Use.

• Choose your subscription.

• Payment by credit Card (Visa, MasterCard, Carte Bleue).

• Issuing an RFID card (card with a personal identification number) to make the rental or access charges. This card is personaland not transferable. It can not be loaned to another person.

• The direct debit is available only to subscribers Autolib' 1 Year Premium, Autolib' 1 Month, Package Recharge and 16H Premium shared package. They chose this payment method through an online pre-subscription procedure to save time at the terminal subscription.

• An email of confirmation or an SMS will be sent to you so that you can go to a terminal subscription to finalize your registration.

What are the different Autolib’ rates?

The Autolib’ service offers you 5 options: Autolib' 1 Year Premium, Autolib' 1 Month, Autolib' 1 Week, Autolib' 1 Day and Autolib' 16h Premium Shared Package.
A subscription "Charging" for private electric vehicles (cars and two wheelers) is also proposed.

Autolib’ Subscription Rates

The Autolib' 1 Year Premium option is recommended for people using frequently the service. The user subscribed for one year (144 €/year or 12 €/month).

In case of an accident, the user will be charged for the costs in to the maximum excesses applicable to their subscription and their risque:

For example: A 1 Day Autolib' subscriber will pay a deductible of 150 € if he has an accident.
In case of a second accident, this franchise will be 450 €, i.e. the initial 150 € which are added 300 € to inscreased. In the third accident, the franchise will reach 750€. It may not exceed this amount.

Billing is apportioned on the actual consumption time basis rounded to the next minute except for the indivisible first 20 minutes (minimum charge).

“Recharge” rates for private vehicles

(1)Billing is calculated on a pro rata basis, taking into account the actual duration of use rounded up to the nearest minute, except for the first 20 minutes for which there is a minimum charge.

(2) Minimum charge of 20 minutes for the first half hour.

NB : These rates may be modified or revised during the contractual period.

The 1-year Autolib’ subscription card is valid only for the named user(s).

Which card types are accepted?

The cards accepted by the Autolib’ service are Carte Bleue, Visa and MasterCard.

From the time I sign up on the internet and receive the confirmation email or SMS, how long do I have to finalise my subscription?

If you wish to subscribe for a year, that is Premium (“Solo” or “Famille”) or Refill/ Recharge, and only for those two categories, you can pre-subscribe on the Internet, to spare time at the subscription kiosk.

You will receive a confirmation by email or SMS, with a number to be able to sign up later, at a subscription kiosk to finalize your subscription and get your badge.

You will have 15 days to finalize your subscription at a kiosk.

I have made a reservation but I now don’t need the vehicle. Will there be a penalty payment?

No. When you reserve a vehicle it is held for you for only 20 minutes. After that time, the car becomes available again for rental.

Who can use Autolib’? What is the minimum age requirement for the Autolib’ service?

Autolib’ can be used by anyone over 18 years of age who has:

• a valid national driving licence (French citizens or citizens of an EU country).

• or a valid international driving licence for citizens of a country outside the EU and a valid driving licence issued by the authorities of the national's country.

What happens when my subscription comes to an end?

At the end of your subscription (1 Day, 1 Week, 1 Month, 1 Year Package or Shared 16h) there is no automatic renewal. You will need to resubscribe.

Is the recharge included in the price?

The recharge is included in the rental price which is itself calculated according to the duration of the rental.

How can I keep tabs on my expenditures?

It is possible to view all your payments in your secure account area of the site www.autolib.eu

What do I do if I lose my subscription card?

If you lose your subscription card, please contact the Autolib’ call centre who will inform you of what you should do.

What are the conditions for cancelling my subscription?

For Premium subscribers, you can cancel your contract if you move outside the Ile-de-France, by sending a registered letter with acknowledgment of receipt to:

Société Autolib’
27, rue du professeur Victor Pauchet
92420 Vaucresson

It must be accompanied by proof concerning your moving.

The termination will be effective the last day of the month following the date of receipt of your registered letter and documents.

What do I do if my card details or bank account details change (including if the card is lost or has expired)?

If you are a Premium subscriber and you have chosen bank transfer payments, you should sign into your customer account on our website, complete the new details, print out the bank transfer authorisation form (authorisation de prélèvement), sign it and send it to Autolib'.

Société Autolib’
27, rue du professeur Victor Pauchet
92420 Vaucresson
FRANCE

For all other subscribers, if you have chosen to pay using a card, you can input your new card details at a subscription kiosk.

Insurance, Guarantee, Excess

Is insurance included?

Yes, the insurance is included in your subscription. The General Conditions for Access and Use sets out the cover and limits of the Civil Liability cover, the Named Driver Cover and the Damage/Fire/Theft/Vandalism Cover.

What is the excess to be paid in the event of an accident?

The level of the excess varies according to the type of subscription and is raised each time you have an accident for which you are entirely or partially responsible:

Is it necessary to pay a security deposit?

No, not when you subscribe.

However, in case of default of payments, not regularized within ten days, a deposit can be requested to:
-Guarantee the payment of the excess according to the conditions of the Autolib' Contract,
-Guarantee the payment for the use of the Autolib' Service,
-Ensure the return of the Autolib’ vehicle and the payment of the damage at your expense,
-Guarantee the payment of the penalties in case of failure to comply with your obligations by the Autolib' Contract.

Offences, Accidents, Inspection

Who pays in the event of a fine or traffic offence?

You. Any fine, traffic offence or impounding notice received by Autolib’ will be sent with your identification and contact details to the “service de traitement des contraventions" (traffic offence office) so that the fine can be addressed to you directly.

Administrative fees will also be charged to you.

The Bluecar which has been assigned to me is damaged or I am dissatisfied with its condition, what should I do?

Contact the Autolib’ help center at the rental kiosk or via the help button in the car.

I have had an accident or the battery is flat, who should I contact?

If you need assistance, you can contact the call centre using the help button in the Bluecar. If the emergency is confirmed, the rental period is suspended during the time when the car is inspected and ended if the user can no longer use the Bluecar. Procedures following accidents, breakdowns or flat tyres are conducted by the call centre in liaison with staff in the field.

What can I do and not do ?

Can a vehicle rented from one station be returned to another?

Yes, that's the principle of Autolib'. You can rent a vehicle in one given station and take it back to the station of your choice.

Can I use the Navigo card for Autolib'?

Not currently. During 2012, subject to agreement with the relevant partners, it will be possible to access the Autolib' service via the Navigo Pass.

Where can I use the car? How do I know when I leave the Autolib’ zone?

You are only permitted to drive within the administrative area of the Ile-de-France region. Click here to see the map .
If you leave the zone, the call centre will contact you in your vehicle to inform you and you will have to turn around and return to the authorised zone.
If you leave the Autolib’ zone, you will incur an extra cost (+2 euros per half-hour).

I have driven too far and there is no battery left, what should I do?

If you leave the authorised zone and if you do not have enough battery to return the vehicle to a station or Autolib' centre, you will be charged a flat rate of 300 euros towards the cost of recovering the vehicle (also applied if you have a breakdown or accident outside the authorised zone).

Can I park temporarily in an Autolib’ space without returning the Bluecar?

During the rental period, you can park in an available Autolib’ space. However, temporary parking is limited to 15 minutes. After that time a supplementary parking fee will be charged.

Can I park my private vehicle in an Autolib’ space?

Autolib’ spaces are reserved for Bluecars. Only recharge subscribers can, for recharging purposes, within the conditions of their subscription,  park in Autolib’ spaces. Any other vehicle will be reported and a request will be made for it to be impounded.

Can I use an Autolib' card belonging to a friend or a member of my family?

No, our subscriptions are for named users. Only the subscriber can drive the Bluecar. If you lend your card to someone, or borrow a card from a third party, you will still be responsible for the car and you will not be insured.
If you lend your Autolib’ card to a third party, your subscription will be terminated immediately, except if the card has been stolen and the theft reported to the police, and you will be banned from using the service for 6 months.

I have found an Autolib’ card, who should I send it to ?

If you find an Autolib’ card, please send it (in an envelope without a stamp) to:
Société Autolib’
27, rue du docteur Victor Pauchet
92420 Vaucresson.

Can I use the car as a learner driver under supervised driving (en conduite accompagnée)?

No. To use the Autolib’ service, the driver must be at least 18 years of age and hold a valid driving licence.

Can I smoke in the vehicles?

No, all the vehicles are no-smoking.

Can I carry a young child in the car?

Yes, an Isofix system is installed in the back seat of the vehicle to allow you to attach your child seat.

Can I drop and leave the car off station/ kiosk?

No, if you will be charleave the vehicle, even while awaiting for the arrival of an ambassador, you ged with a penalty fee of 300 euros, in addition to the rent of the vehicle until its return to the station (limited to a maximum amount of 500 euros).

How to find us.

List of participating communes as of 14th June 2011:

Contact us

Contact us

Call Center :
Open 24/7
Phone number: 0800 94 2000
E-mail : contact@autolib.eu

Reception Center :
Open from 7am to 10pm
Address: 5 rue Edouard VII
75009 Paris

By mail :
Autolib'
23, rue du professeur Victor Pauchet
92420 Vaucresson