Frequently asked questions

• What does Mobilize Pay do?

  We provide a credit card and app to easily integrate sustainability and emission-free mobility into everyday life! Whether charging e-vehicles or making everyday payments: with the Mobilize Pay Card, everything can be done easily, quickly and securely.

• Is Mobilize Pay a bank?

  No, but we have teamed up with a very trustworthy financial service provider for this project: Solarisbank, Cuvrystraße 53, 10997 Berlin. They have a German banking license and are therefore subject to the strict banking regulations and the supervision of the Federal Financial Supervisory Authority (BaFin).

• Who is the issuer of the Mobilize Pay Card?

  The issuer of our card in Germany is our banking partner, Solarisbank. Solarisbank is a Berlin-based bank regulated by the German Federal Financial Supervisory Authority (BaFin), whose systems meet the highest security requirements.
  
  We ourselves provide the Mobilize Pay app and all associated systems, and are always available to answer any questions you may have about the card or app.

• What does Mobilize Pay have to do with Mobilize Financial Services and the Renault Group?

  We are proud to be part of Mobilize Financial Services, a brand of the international RCI Banque S.A. within the Renault-Nissan-Mitsubishi group of companies.
  ‍
  Mobilize Pay is a new subsidiary that is passionate about change for the better. We combine our sustainability focus with the financial expertise of Mobilize Financial Services and the mobility expertise of Renault for a groundbreaking new offering.Mobilize Financial Services helped 4.7 million customers worldwide with their car financing in 2021.
  Thanks to the backing of Mobilize Financial Services, we as Mobilize Pay can dream big and achieve big goals!

Sign-up process

• How does the sign-up work?

  In order to verify your identity, and make sure you are the owner of the bank account, we use the secure procedure of BankIdent.
  
  During the sign-up process, you will be asked to register your personal IBAN. And you will be requested to fill in your identification details for your online banking to validate a 5 cents transaction. This amount will be recredited to your account within a couple of days.This process is subject to our high security standards: the identification details for your online banking will in no way be registered by or visible for Mobilize Pay!

• How does the identification process work?

  In order to verify your identity, and make sure you are the owner of the bank account, we use the secure procedure of BankIdent.
  During the sign-up process, you will be asked to register your personal IBAN. And you will be requested to fill in your identification details for your online banking to validate a 5 cents transaction. This amount will be recredited to your account within a couple of days.
  
  This process is subject to our high security standards: the identification details for your online banking will in no way be registered by or visible for Mobilize Pay!

• What do I need to sign up for a Mobilize Pay Card?

  These elements are important to have at hand when you register for the card:

  • Tax ID
  • The IBAN of the account from which we can debit your credit card charges

  Please note: Your linked bank account must have a German IBAN.

• Where do I find my VAT ID?

  The tax ID can be found on every payslip or tax certificate.

• Can I use a non-German bank account?

  No. To register for a Mobilize Pay Card, you need to be a German resident and have a German bank account.

• Can I use a joint bank account?

  No, we only accept individual accounts. Important: the IBAN given during registration must be in your own name.

• What happens if I don't provide my Tax ID during the sign up?

  Your tax ID is an important and mandatory information when registering for the Mobilize Pay Card. If you do not provide it during your sign-up, you have 90 days to do so in the app.
  
  If we do not receive your tax ID within 90 days, we will not be able to provide the Mobilize Pay Card or the App to you.

• When will I receive my credit card?

  Once your card application has been validated by our banking partner, the card will be sent by mail. Depending on delays in the mail, your card should arrive within about 5 days.
  
  Important: If your card has still not arrived after 15 working days, and you are sure that the address you registered during your sign-up process is correct, please report your card as lost via the app: go to "My account", "Manage Card" and select "Report card lost or stolen". In the drop-down menu, choose "Lost in the post".
  This creates a new card which will be send to you – and the old card will be blocked automatically.

• I received my card, how do I activate it?

  Great news: You've received your Mobilize Pay card!
  To activate it, simply open "My Account" in the app via the profile icon at the top right, then select "Manage Card" and "Activate Card".

• I didn't receive my card, what do I do?

  Your card should be in your mailbox after 3 to 5 working days after successful registration.  
  
  If your card still has not arrived after 15 working days, and you are sure that the address you registered during your sign-up process is correct, please report your card as lost via the app: go to "My account", "Manage Card" and select "Report card lost or stolen". In the drop-down menu, choose "Lost in the post". This creates a new card which will be send to you – and the old card will be blocked and destroyed in case it gets returned to us.

• What fees are charged?

  We stand for transparency – also with regard to our fees: All costs are listed here on our website.

• What is a Revolving Credit and how does it work?

  A revolving credit can be a helpful way to manage personal finances and split the cost of major purchases: You have complete flexibility to set the monthly repayment amount that works best for your situation. This monthly amount ranges from 10% to 80% of your total credit, but must be at least €50.
  
  And if you do want to repay the full amount, you can do so at any time after the first billing cycle (30 days).

• What is a Charge Pass?

  Our goal is to make e-mobility as simple and straightforward as possible. With the guiding principle, "Everything in one card," the Mobilize Pay Card combines barrier-free e-fueling with easy payment at many e-charging points: because it is both a charge card and a credit card. You have access to one of the largest charging networks in Europe.
  
  More information on the integrated Charge Pass can be found here

• Do all payments with the Mobilize Pay Card do any good?

  Yes! Because for every payment made with our credit card, the carbon footprint is displayed in the app: to better understand it and to get tips and ideas to reduce your own carbon emissions more efficiently.
  More details are available here.
  
  Coming soon: Our Møbi Points can be used to offset your carbonfootprint by donating them to selected environmental projects.
  More information on carbon offsetting is available here.
  

• How does Mobilize Pay calculate my Carbon footprint?

  We calculate the individual carbon footprint based on the data from your payments which we  compare to the average values ​​in the corresponding country, as well as climate-related data from the retail sector.
  More details can be found on our website
  

• Is carbon tracking optional?

  Carbon tracking is provided as standard for every use of the card. In line with our intention to advocate for more climate action in everyday life and make sustainable choices easier for everyone, we believe that daily awareness can effectively help with this! We sincerely hope that you agree.
  

• How can I contact Mobilize Pay?

  In case your question has not been answered, or if you want to know more about the Mobilize Pay Card and App, do not hesitate to contact us via email: support.mobilizepay@mobilize-fs.com
  If you are already a customer, we suggest that you contact us via the app via "My Account" and click on "Help".

• Where do I go with a general complaint?

  We are very sorry that there is cause for complaint. We will do our best to solve any issues you might have as quickly as possible and welcome your suggestions for improving our product and service. We can be reached by e-mail: support.mobilizepay@mobilize-fs.com