FAQ Index
Overview
What is ReachNow?
ReachNow is a premium car sharing service, owned by the BMW Group. ReachNow is designed to provide a user experience that’s as convenient as owning a car: Drive on your own terms without the hassle and expense of traditional car rental programs.
Why should I join ReachNow?

ReachNow Members can drive premium vehicles with the following benefits:

  • ReachNow can be used for one-way trips. Simply pick-up and drop-off a vehicle on the street in your neighborhood.
  • Pay by the minute – $0.49 per minute, reduced to $0.41 for a limited time, while driving and $0.30 per minute while parked (for paused trips only). Keep the car for 10 minutes, 2 hours or several days (maximum of 120 hours) – no advance notice is needed. ReachNow is as flexible as your lifestyle.
  • Ability to use membership in every city
  • Parking is included at meters and residential zones within our Home Area.
  • Fuel/charging and insurance costs included.
  • No monthly or annual fees. Sign up once for a $39 lifetime membership (currently waived). Please check the App or Website for any special offers.

 

Please check the App or Website for any special offers.

What Makes ReachNow “Premium”?
ReachNow offers premium BMW, BMW i and MINI vehicles that provide pure driving pleasure, an easy interface and supplementary services. Each car comes fully-loaded with the following features: navigation, heated seats, hi-fi audio with Bluetooth/USB connection, moon roof, premium interior finishes, and special additional features like park distance control/rear-view camera, all-wheel drive, LED headlamps, etc. depending on the model. The user experience is also premium, with fast registration and an almost instant approval process – a first for any car sharing service. Members can register and be able to drive a vehicle in 2 minutes or less, when meeting all acceptance criteria.
Where is ReachNow’s Home Area?
  • Seattle: Our Home Area covers all of the city of Seattle.
  • Portland: The Home Area is centered in downtown Portland and spans north to Columbia Blvd and Portsmouth Ave, south to SE Woodstock Blvd including Sellwood-Moreland, South Portland and John’s Landing, east to 72nd Ave. and the Northwest District/Slabtown.
  • Brooklyn: The Home Area spans north to Greenpoint and Williamsburg, south to Sunset Park at 65th Street and east to include portions of Borough Park, Crown Heights, Bed-Stuy and Bushwick
What makes ReachNow unique?
  • Instant identity verification and access. Register, get approved and find a vehicle in 2 minutes or less.
  • Drive a variety of vehicles depending on your needs or mood.
  • Fuel efficient mixed fleet of both electric and combustion engine vehicles.
  • SeaTac airport off-site parking.
What vehicles are available with ReachNow?
We provide a wide range of models depending on the city:

Seattle: Our fleet consists of 700 vehicles: The BMW 3 Series, the electric BMW i3, the BMW X1 Sports Activity Vehicle and the MINI Cooper and MINI Clubman. More specifically, it’s a mix of:

  • Glacier Silver Metallic and Mineral Metallic Grey BMW 3 Series sedans, equipped with all-wheel drive.
  • Capparis White BMW i3s, which are electric with range extenders.
  • Mineral Metallic Grey BMW X1 Sports Activity Vehicles, equipped with all-wheel drive.
  • White Silver Metallic and Electric Blue Metallic MINI Cooper vehicles (both 2-door and 4-door versions).
  • Digital Blue, Melting Silver and Thunder Grey MINI Clubman vehicles.

Portland: Our current fleet consists of 360 vehicles: The BMW 3 Series, electric BMW i3, BMW X1 Sports Activity Vehicle, the MINI Cooper 2-door hardtop and the MINI Clubman.

More specifically, it’s a mix of:

  • Glacier Silver Metallic BMW 3 Series sedans, equipped with all-wheel drive.
  • Capparis White BMW i3s, which are electric with range extenders.
  • Mineral Metallic Grey BMW X1 Sports Activity Vehicles, equipped with all-wheel drive.
  • White Silver Metallic and Electric Blue Metallic MINI Cooper vehicles (both 2-door and 4-door versions).
  • Pure Burgundy, Lapis luxury Blue and Thunder Grey MINI Cooper Clubman S All-4 vehicles, which are equipped with all-wheel drive.

Brooklyn: Our current fleet consists of 260 vehicles: The BMW 3 Series, the electric BMW i3 and the MINI Clubman. More specifically, it’s a mix of:

  • Glacier Silver Metallic, Mineral Grey Metallic and Mineral White BMW 330i X-Drive
    sedans, equipped with all-wheel drive.
  • Capparis White BMW i3s, which are electric with range extenders.
  • Thunder Grey, Burgundy, Pepper White and Blazing Red MINI Clubman vehicles equipped with all-wheel drive.
Where is the ReachNow local office located?

Seattle: The ReachNow office is located in Belltown at 2118 3rd Avenue, Seattle WA 98121. While we do not have a retail space, members can stop in and see us if you need a replacement Member Key card.

Portland: The Portland ReachNow office is located in NE Portland at 1111 NE Flanders Suite 202, Portland, OR 97232 (enter through parking lot on NE Glisan & 11th). While we do not have a retail space, members can stop in and see us if you need a replacement Member Key or have further program questions. It’s always best to give us a heads up at portland@reachnow.com. Our hours are Monday-Friday 9 a.m. to 5 p.m.

Brooklyn: Please stay tuned, more details to come.

Back to Index ↑

Join
How do I become a Member?
Download the ReachNow App on your iOS or Android device and register with your current driver’s license and credit card. Follow the simple instructions and you could be approved and driving within minutes.
What are the requirements for membership?
To become a ReachNow Member, you must have a valid U.S. driver’s license, acceptable driving record including no major violations (see membership agreement for details) and be at least 18 years old, and have at least 2 years of driving experience. A valid credit or debit card is required in order to make payments. Prepaid credit cards are not accepted.
Do I need a special ReachNow access card?
No, you can utilize the full service with just the App. You can take your first trip as soon as you are approved using the ReachNow App. After registration, you will be asked to enter your mailing address in order to receive a Member Key card for all future trips. This Member Key card functions as the car key – it will lock and unlock any available vehicle in our city-wide fleet and is valuable to have in cases when you phone may have poor cellular reception.
What if I want a Member Key card immediately?
Member Key cars are mailed after you take your first trip. If you need one sooner, please call Member Support at (844) 732-2466 to expedite the process. Please know you can use your app to open a vehicle after you successfully register.
How do I lock/unlock the vehicle before receiving the Member Key card in the mail?
You can unlock and lock the car using your ReachNow App. After registration, you can take one trip using the App to unlock/lock the vehicle. After your first trip, we require you to enter a mailing address.
Can I join ReachNow if my driver’s license is issued outside of the U.S.?
Unfortunately, our insurance provider does not currently allow this.
What are the payment options?
A valid credit or debit card are required to be kept on file.
I am under the age of 18. Can I still become a Member?
Not at this time.
How can I change my personal account information?
You can update your personal account information via the App. Click ‘Profile’ on the left hand menu to change info like your address and phone number.
How do I update my Credit Card information?
You can update your credit card information via the App from the ‘Payment’ section on the left hand menu.
I have a prior violation on my license. Will I still be able to participate in ReachNow?
Possibly, depending the type, date of incident, quantity and severity of the violation. Please see Membership Criteria for more details or contact Member Support at (844) 732-2466 or support@reachnow.com.
Can I bring my pet along?
Any pets must be crated. If the interior of the vehicle is dirty or full of pet hair, we reserve the right to charge a minimum of $50 and a maximum of the actual cost of cleaning plus a $25 administrative fee per violation. Service animals are an exception, of course.
Can I direct my payment when it’s for business?
At this time, we only allow one payment card per account.
Is smoking permitted in the vehicle?
No. In the interest of other members, smoking is not permitted in the vehicle. If subsequent renters or our service personnel notify us that a car smells of smoke, we reserve the right to charge a minimum of $50 and a maximum of the actual cost of cleaning plus a $25 administrative fee per violation.

Back to Index ↑

Book a reservation
How do I reserve a ReachNow vehicle?

Open the ReachNow App to check the nearest available vehicles or simply look for and find a car on the street. The same pricing and other conditions apply to both methods of reserving a vehicle.

Using the ReachNow App
Reserve your preferred vehicle using the ReachNow App. Touch Reserve and the vehicle will be reserved for you for the next 30 minutes, free of charge. If you miss your reservation, that individual vehicle will not be available for you within the next two hours. Please check the in-App map for the location of the next closest vehicle.
Finding a vehicle on the street
Place your Member Key over the card reader in the windshield of any ReachNow vehicle with a green status light. Make sure to take note of any visible damages before getting in the car. Once inside the vehicle, follow the instructions on the in-car screen.
Where can I find a vehicle?
All available vehicles are displayed on the interactive map in the ReachNow App. The vehicles are shown along with specific information, including license plate number and fuel level/state of charge. Users can filter by vehicle brand: BMW, BMW i and MINI.
Is there a car in my neighborhood?
Our cars are primarily self-distributed throughout the Home Area through member usage. Check the ReachNow App for the nearest available vehicle. If you’d like to see more cars in your neighborhood, email support@reachnow.com.
Can I reserve a vehicle more than 30 minutes in advance?
Our service is meant to be flexible and spontaneous, therefore we do not support reservations more than 30 minutes in advance. We do our best to ensure there is high availability of vehicles throughout the Home Area for all Members.
Do I have to specify how long I want the vehicle before starting my trip?
No. Keep the car for as little or long as you like, up to 120 hours (5 days).
Can I keep a car for multiple days?
Yes. Check out the ‘How It Works’ section in the ReachNow App for pricing details. If you would like to keep a vehicle for more than 120 hours, please notify Member Support at (844) 732-2466 or support@reachnow.com.
What if my car won’t unlock? What do I do if the light does not turn green?
Please call Member Support at (844) 732-2466.
What do I do if I lose my Member Key card?
Please call Member Support right away at (844) 732-2466 or visit our local store. There is a $25 fee for replacing lost or damaged Member Key cards.
How do I reset my password?
You can reset your personal account information via the App. Click ‘Profile’ on the left hand menu and select ‘Forgot Password.’ A link will be sent via text to reset your password.

Back to Index ↑

Drive
Can I drive wherever I want?
As long as you stay within the U.S., yes. The vehicle must be returned within the designated Home Area. Please keep in mind mileage over 400 miles per day is billed at $0.45 per mile – over and above any price caps or per-minute pricing charges.
Can I use GoodToGo (Seattle area) or E-ZPass (Brooklyn area) to cross the bridges in the Seattle or Brooklyn area?
Yes, it’s built in to ever BMW and MINI, even if you don’t hear a beep. You will be charged for tolls incurred during your reservation. Please note, some tolls may be billed to your account up to 30 days after ReachNow receives notice of the charge.
Can I drive in HOV or Express lanes?
Yes, if you have more than two people in the car. On certain highways in Washington, you may pay a toll to take advantage of the express lanes. Please note you will be responsible for any fees or fines related to using HOV or Express lanes.
Can I use another user’s Member Key card to open a vehicle?
No. You may only open a vehicle with your personal Member Key card. Misuse is a violation of our Membership Agreement and you may not be covered by our insurance in the event of an accident.
Can other people drive the vehicle using my Member Key card?
No. Only the member who initiated the reservation is authorized to drive the vehicle. Unauthorized drivers are not insured and may be subject to prosecution in the event of an accident.
What happens if I get a speeding ticket or another traffic violation?
You are responsible for any violation of traffic laws, like speeding, and any corresponding fees. Fines for any sort of violations such as speeding, illegal parking, suspected criminal use of vehicles, and abuse of HOV lanes will be transferred to the customer with an additional processing fee. Special fees also apply if our Membership Agreement is violated.

Back to Index ↑

Park and Return
Do I have to return the vehicle to the location where I picked it up?
No. ReachNow is a free-floating car sharing service. You can pick-up and drop-off cars in any legal parking space on the street, including for free at meters and within residential parking zones, throughout the Home Area. One-way trips are encouraged.
Where can I drop off ReachNow vehicles?
You can park your ReachNow vehicle anywhere you find a legal street parking spot. Within the Home Area, you can park the vehicle for free at meters and within residential parking zones. If you’ve ventured beyond the Home Area you are responsible for parking at and paying for meters. On hills, even small ones, always curb your wheels.
How do I drop off the vehicle?
Once you’ve found a legal parking space, tap the Start/Stop Engine Button and lock the car to end your trip using your ReachNow App or tap your Member Key on the windshield card reader. When the light on the reader turns green, your trip is complete.
Can I park in Residential Parking Zones?
Yes, within the Home Area, you can legally park in residential parking zones. You must be within the Home Area to end your reservation.

How do I lock the car if I want to park for a short period of time?
Select ‘Park & Come Back’ on the in-car screen and lock the car with the ReachNow App or your Member Key on the windshield card reader. You will incur charges while the vehicle is parked.
Do I have to use my Member Key card to lock the vehicle when I end my booking?
No. You can also use the Lock Car feature in the ReachNow App. However, we recommend you keep your Member Key with you in case there are connection problems.
Can I use time restricted parking spaces? Can I park in lanes that convert to bus or traffic lanes at a specific time? Food truck spaces? Commercial loading?

Please refer to your Home Area Parking Guidelines for details about such special situations.

Seattle Only: We allow ONE EXCEPTION ONLY IN DOWNTOWN SEATTLE: If the lane will not convert within 1 hour for the following area: bordered by I-5 to the east, Alaskan Way to the  west, Stewart St. to the north and Yesler Way to the south). For example, in this Downtown area you can park in a 4-6 p.m. peak hour lane at 2:30 p.m., but you cannot park there at 3:30 p.m. because it will convert in less than 1 hour.

Can I end my trip in a parking lot or off-street location?
No, parking garages, public lots and public parks, for example, may have restricted hours that prohibit overnight parking or may be locked at night. Please always end your booking at legal parking spaces on the street or in residential parking zones within our Home Area. As always, be sure to check all parking restrictions as members may be liable for parking tickets imposed. Check our Parking Guidelines section for more detailed information. The only exception is in Seattle at our off-airport parking garage location.
What if there is a ticket on the car before I begin my reservation?
Not to worry – we will cross reference the time the ticket was issued with the responsible Member’s reservation time.
How do I clear my Bluetooth information?
After every trip, each vehicle automatically resets and deletes any personally identifiable information such as your phone’s bluetooth connection and any synced information.
Where can I locate the vehicle’s owner’s manual?
All of our vehicles have electronic owner’s manuals which are accessible via the in-car entertainment system. To pull up simply navigate to the BMW or MINI menu using the iDrive controller in the center console. Then choose ‘Vehicle Info’ and select ‘Owner’s Manual’.
How do I shift?
All of our vehicles are automatic transmission. On the BMW i3, the gear shift and park button are behind the steering wheel, on the right hand side. On the BMW 3 series and MINI vehicles, the gear shift is in the center console.
How does Lost and Found work?
If you’ve lost something, please contact Member Support. If the vehicle is still available, we may reserve it so you can run back and grab your belongings. Please remember, we take no responsibility for your personal belongings, but we will do our best to help. We will hold lost and found items for 30 days.
What if my car is dirty?
When you rate your trip after the drive, indicate that the vehicle was dirty so we can make sure to clean it.
How do I adjust the seats?
BMW i3 and MINI vehicles: To move the front seat forward and back, use the lever under your thigh. To adjust the height and angle, use the lever on the side of the seat. BMW 3 Series: Use the electronic controls on the side of the seat.

Back to Index ↑

Fuel and Charge
Can I see my car’s fuel level or state of charge before I pick it up?
Yes. You can view individual vehicle details including fuel level or state of charge in the ReachNow App. Before reserving a vehicle, check the fuel/charge level to ensure it suits the needs of your trip. Our fleet team works around the clock to make sure cars are adequately fueled and charged.
Do I need to refuel/recharge the car before I return it?
Members will be required to return a vehicle with at least 5 miles of fuel/charging capacity remaining – as calculated by the vehicle’s range computer while the vehicle is in its default drivetrain setting (i.e., comfort mode rather than Sport or Eco Pro for the BMW 3-series). If the vehicles is returned with less than 5 miles of range, a $5 fuel surcharge may be assessed.
What do I do if I run out of fuel/energy during my booking?
Before reserving a vehicle, check the fuel/charge level to ensure it suits the needs of your trip. Members are responsible for additional fuel costs if the provided fuel is insufficient.

Back to Index ↑

Rates and Billing
What is ReachNow’s pricing?
Driving is $0.49 per minute, reduced to $0.41 for a limited time and parking is $0.30/minute. Full pricing is available in the How It Works section. Please check the App or the Website for any special offers.
What are fines and additional fees?
Please find the full overview of pricing, additional fees and potential fines in the How It Works section.
What are Automatic Rate Caps? How do they work?
We automatically cap our pricing at three different tiers: $50 for up to 3 hours, $80 for up to 12 hours, $110 for up to 24 hours. In Seattle only, we offer additional rate caps for longer trips: $180 for up to 48 hours, $250 for up to 72 hours, $300 for up to 96 hours, and $350 for up to 120 hours of parking or driving during your trip. After the automatic rate cap time limit is met, per minute pricing applies again until the next tier is met. These prices include insurance, fuel (for trips under 24 hours), parking (at public meters on street within our Home Area), and up to 400 miles per day. Mileage in excess of 400 mi./day is billed at $0.45/mile.
What is the $1 Shared Asset Fee added to each of my trips?
In Portland and Seattle, we add a $1 Shared Asset Fee to every trip to offset our expenses related to cleaning, maintaining and repairing the entire fleet of ReachNow vehicles. The Shared Asset Fee is not assessed in Brooklyn.
Do I have to pay parking fees myself?
Within the Home Area, you may park at any meter or in residential parking zones free of charge. Fees for private garages and parking outside of the Home Area are solely your responsibility.
Do you pre-authorize my credit/debit card prior to my trip?
Yes, during registration we will pre-authorize $0.50 to confirm your card is active. We will also pre-authorize $1 when you reserve a vehicle to ensure your credit card is up-to-date and valid. You should see these pre-authorizations drop off your account within 24-72 hours depending on your bank.

Back to Index ↑

Insurance
What if I notice damage to the vehicle when I am picking it up?
Members are required to inspect the vehicle before their trip and report any damage via the App or by calling Member Support. Tap on a blue dot on the vehicle illustration to report new damage. Previously reported damage will be indicated by a yellow dot. If the damage you have noticed is already registered, you don’t need to do anything further. If you notice new damage, please report it on the App or contact Member Support.
Are ReachNow vehicles covered by liability or other insurance, or do I need to purchase my own car insurance?

 

ReachNow maintains the state mandated insurance minimums.

For Washington we maintain $30,000 per person, $60,000 per accident and $10,000 in
property damage

For Oregon we maintain $25,000 per person, $50,000 per accident and $20,000 in property damage.

For New York we maintain $60,000 in combined single limit coverage.

Members are responsible for a $500 insurance deductible if they are found at-fault in an accident.

What should I do if I’m in an accident?
Call 911 immediately. There is an accident reporting brochure located in the glovebox of every vehicle. Review the instructions and be sure to fill out the form as accurately as possible. If another party was involved in the accident, be sure to provide the attached insurance cards to those parties. Notify Member Support at (844) 732-2466.

Back to Index ↑

Driving Electric
What do I have to keep in mind when driving electric
The BMW i3 offers the same flexibility as the rest of the vehicles in our fleet, but there are some differences to be aware of if you have never driven an electric vehicle:
  • Silence: When you start the motor you will hear… nothing. Drivers should keep in mind that the absence of noise could mean pedestrians and cyclists may not hear the car approaching.
  • Range: Depending on factors such as your driving style, the topography of your route, or the outside temperature, for example, the total range of your trip will be up to 130 miles. That’s like a trip from Downtown Seattle to Tacoma and back. Always be aware of your state of charge. There are multiple ways to view how many miles remain on the current charge: 1) Press the button on the cruise control stick (left side of the steering wheel) until you see remaining miles displayed on the control panel; or 2) Use the iDrive Controller to find your state of charge under vehicle settings. The BMW i3 has three driving modes: Comfort, ECO PRO and ECO PRO+. ECO PRO and ECO PRO+ support an efficient driving style to conserve energy by reducing AC output and limiting acceleration and speed.
  • Regenerative Braking: The one-pedal control of the electric BMW eDrive system
    lets you brake using the accelerator pedal. If you take your foot off the accelerator,
    the innovative braking recuperation kicks in, the car slows down noticeably, and the
    brake lights illuminate. Drivers should keep this in mind when signaling other drivers.Once you’re familiar with pedal regeneration, you will find cruising through the city without pushing the brake very comfortable. Driving this way provides energy to the battery and helps to prolong the range of the vehicle. We strongly suggest that you use the brake pedal when you come to a complete stop, especially when you’re on an incline. Even though the car has an automatic transmission, keeping your foot on the brake pedal will ensure that you maintain your current position.
  • Charging: Don’t worry about charging. This is managed by our fleet team, so any BMW i3 available should have enough charge to cover all trips around the city during
    a day. The BMW i3 with Range Extender, included in the ReachNow fleet, greatly extends the range of the vehicle depending on driving habits and environmental conditions. The Range Extender adds a lightweight and efficient two-cylinder gasoline engine. When the initial charge is depleted to approximately 5 percent, the Range Extender automatically starts to maintain the battery’s state of charge. The engine only produces electricity to charge the battery.
What should I do if I’m running out of energy when driving with the electric BMW i3?
  • Conserve Energy.
  • Know your remaining driving miles.
  • Find the nearest charging station.

 

First, save energy by switching to EcoPro mode (press the EcoPro switch on the center
console) and by driving more conservatively.

Press the button on the cruise control stick (left side of the steering wheel) until you see remaining miles displayed on the control panel. You can now determine the distance you can safely drive to the nearest charger.

Find the nearest public charging location by using the in-car navigation or call Member Support at (844) 732-2466.

Back to Index ↑

Fleet Solutions
What Is ReachNow Fleet Solutions?

ReachNow Fleet Solutions takes the car sharing experience one step further by offering a dedicated fleet of vehicles to a selected group of residents or employees. You can quickly and easily reserve a BMW or MINI car in your building or campus’ parking lot to take a car for an hour, day or weekend getaway.

ReachNow Fleet Solutions is currently in the pilot phase with residential partners in current ReachNow cities throughout the U.S. For information on how to bring the ReachNow experience to your building, please contact a representative at fleetsolutions@reachnow.com.

Where Is ReachNow Fleet Solutions currently available?

Our pilot projects are currently taking place with selected residential buildings in the greater New York, Seattle and Portland area. To learn more please contact a representative at fleetsolutions@reachnow.com.

Why should I bring ReachNow Fleet Solutions to my building?

ReachNow members in your communities would have access to a dedicated fleet of premium BMW, all-electric BMW i, and MINI vehicles. Residential or corporate members would have:

  • The ability to rent a vehicle for as long as 14 days (with a scheduled reservation).
  • Vehicle insurance costs included in rate.
  • Flexible availability (24/7) of premium vehicles – BMW i3, BMW 3 Series and MINI – to use as they wish, subject to the terms of the Membership Agreement.
  • Free parking in residential zones within ReachNow home area.
  • No annual fees. Users sign up once for a $39 lifetime membership. Please check the ReachNow app or website for any special offers.
  • Initial 50%+ fuel/charge level provided with each new reservation fuel (Please note that upon return, the vehicle must have enough fuel in the fuel tank as is necessary for the vehicle to travel five (5) miles.)
As a tenant of a building with ReachNow Fleet Solutions, why should I use this service instead of your free-floating car sharing?

Our dedicated residential and corporate fleet solutions include vehicles which are exclusively available to your residential and corporate colleagues or neighbors.

Currently the service is spontaneous, you may reserve an available vehicle up to 30 minutes in advance at no charge. In the coming months we will provide a more robust reservation experience where you can reserve a car up to 30 days in advance, more details coming soon.

How can I sign up to become a Member in my building

If ReachNow is available within your building, you will receive an invitation to join the program via an internal newsletter or email from your property or corporate administration. This will also contain general information about ReachNow Fleet Solutions, a download link for the ReachNow app and a promo code for activation. Please follow the instructions to get the ReachNow app and register with your current driver’s license and credit or debit card. Enter the promo code during registration to be approved for your building’s ReachNow Residential program. You can be approved and driving within a few minutes.

I didn’t receive an invitation to join the program even though it is available within my building.

If ReachNow is available in your building but you have not received information from your building administration, please contact us at support@reachnow.com.

For further information or support needs, please feel contact Member Support at 844-732-2466.

What are the requirements for becoming a member?

To become a ReachNow Member, you must have a valid U.S. driver’s license, acceptable driving record with no major violations (see membership agreement for details) and be at least 18 years old, with at least 2 years of driving history. A valid credit or debit card is required in order to make payments. Prepaid credit cards are not accepted.

Do I need a special ReachNow access card?

No, you can utilize the full service with just the App. You can take your first trip as soon as you are approved using the ReachNow App. After registration, you will be asked to enter your mailing address in order to receive a Member Key card for all future trips. This Member Key card functions as the car key – it will lock and unlock any available vehicle in our city-wide fleet and is valuable to have in cases when you phone may have poor cellular reception.

How do I reserve a ReachNow Fleet Solutions (dedicate Residential or Corporate) vehicle?

To reserve a vehicle for your trip open the ReachNow app and tap a vehicle designated to the garage or in the immediate proximity of your building (e.g. Building Name, Company Name). To select a vehicle tap the “Reserve” button. The vehicle will be reserved and available to start your trip for 30 minutes.

How do I lock/unlock the vehicle before receiving the Member Key card?

To open the car via the ReachNow app reserve a car dedicated to your building, and tap the “unlock car” button. If your garage is a valet garage you may open the car after the valet has handed it over to you. Please note that opening the car is only possible within a 55-yard radius and can only be locked via app again after starting the booking with entering your PIN in the in-car screen. Plan/Start your Trip

Can I specify which vehicle I would like to drive?

Yes, you are free to choose among the available vehicles. Scroll the slider at the bottom of the screen to choose between the available models.

What if the vehicle I want is not available for the time I need it?

The availability of vehicles is currently first come, first served. A scheduled reservation functionality will follow in the near term.

How long can I keep my ReachNow vehicle? What is the maximum booking time?

You can reserve a ReachNow car for up to 14 days.

How can I pick up or drop off my ReachNow car?

ReachNow works with each residential and corporate property to integrate with the existing parking and building policy so you should follow the same process to pick up or drop off your ReachNow car as you would any car within your building (valet, self-parking, etc). Please also make sure to end your booking and lock the vehicle before handing it over to the valet.

What happens if I am late or unable to pick up my reserved car?

You have 30 minutes from the start of your reservation to start your trip. If you are unable to pick up your car within 30 minutes, your reservation will be cancelled automatically. ReachNow may block the Member from beginning a trip in the Reserved Vehicle for two (2) hours from the end of the reservation period. Please contact Member Support to request an extension of your reservation if necessary.

Can I cancel my reservation?

Yes, using the ReachNow app, you can cancel your reservation at any time before picking up the vehicle for no additional charge.

How do I unlock my ReachNow car?

At a valet garage: After the valet hands over the ReachNow vehicle to you, open the vehicle with your Member Key card or with the ReachNow app. Please confirm that the valet provided you with the correct vehicle by verifying the license plate number on the app.

At a self-parking garage: You can find and unlock your reserved vehicle as explained above. Please make sure that you unplug the car from its charging station before driving off (further details on charging can be found in the vehicle).

Do I have to return my car to the location where I picked it up from?

Yes. With our ReachNow Residential system our cars are dedicated to your building and need to be returned to the same Home Station. You can only select ‘End your Trip’ at your Home Station.

Where can I park ReachNow vehicles using the ‘Park & Come Back’ option?

You can park your ReachNow Residential vehicle anywhere you find a legal street parking spot, at your building and within the ReachNow Home Area. Outside of the ReachNow Home Area, you are responsible for all metered parking. On hills, even small ones, always curb your wheels.

Please refer to the Brooklyn/New York parking guidelines for further details.

How do I ‘End my Trip’?

Within your building you can ‘End your Trip’ by tapping the Start/Stop Engine Button and selecting ‘End Trip’ on the in-car screen. Lock the car to end your trip using your ReachNow app or tap your Member Key on the windshield card reader. When the light on the reader turns green, your trip is complete. Please make sure the light on the reader turns green before you hand over the vehicle to a valet.

Can I return any ReachNow free-floating Car Sharing vehicle at my building’s Home Station?

No. free floating car share trips may only be terminated within a legal street parking space in the free floating Home Area. You may use the ‘Park & Come Back’ option to park your free-floating vehicle at your building for a short period of time and continue your trip. You will incur charges while the vehicle is parked. Check the How it Works section of the ReachNow app for details.

Can I use a valet service during my reservation (not the one at your building)?

You cannot use a valet service at a restaurant or other parking location that is not authorized by ReachNow.

Can I see my car’s fuel level or state of charge before I pick it up?

Yes. You can view individual vehicle details including fuel level or state of charge in the ReachNow App. Before reserving a vehicle, check the fuel/charge level to ensure it suits the needs of your trip. Our fleet team works around the clock to make sure cars are adequately fueled and charged.

Do I need to refuel/recharge the car before I return it?

Members will be required to return a vehicle with at least 5 miles of fuel/charging capacity remaining – as calculated by the vehicle’s range computer while the vehicle is in its default drivetrain setting (i.e., comfort mode rather than Sport or Eco Pro for the BMW 3-series). If the vehicles is returned with less than 5 miles of range, a $5 fuel surcharge may be assessed.

What do I if I run out of fuel/charge during my booking?

Before reserving a vehicle, check the fuel/charge level to ensure it suits the needs of your trip. Members are responsible for additional fuel costs if the provided fuel is insufficient.

What is the ReachNow Residential pricing?

Driving is $0.41/minute (reduced from $0.49 for a limited time only), and parking is $0.30/minute. Our rates automatically cap at $19 per hour, $129 for 24 hours, and $270 for 72 hours (plus taxes and fees). All trips include insurance and 400 miles per day (additional miles billed at $0.45/mile). Full pricing is available in the ‘How It Works’ section. Please check the ReachNow app or the website, reachnow.com, for special offers.

Do you pre-authorize my credit/debit card prior to my trip?

Yes, during registration we will pre-authorize $0.50 to confirm your card is active. We will also pre-authorize $1 when you reserve a vehicle to ensure your credit card is up-to-date and valid. You should see these pre-authorizations drop off your account within 24-72 hours depending on your bank.

Back to Index ↑

RideCell
Tell me more about ReachNow’s application technology partner, RideCell?
Members are required to inspect the vehicle before their trip and report any damage via the App or by calling Member Support. Tap on a blue dot on the vehicle illustration to report new damage. Previously reported damage will be indicated by a yellow dot. If the damage you have noticed is already registered, you don’t need to do anything further. If you notice new damage, please report it on the App or contact Member Support.
Are ReachNow vehicles covered by liability or other insurance, or do I need to purchase my own car insurance?

ReachNow has selected RideCell as its technology partner. RideCell is the leading provider of software to power mobility-as-a-service (MaaS), including car-sharing, ride sharing, fixed-route, and dynamic transit, companies launching new mobility services, cities and transit agencies, and campuses.

RideCell’s unique differentiator is Autonomous Fleet Operations: technology that automates end-to-end business operations from the consumer apps to the day to day fleet management, demand and supply analytics, marketing, CRM, and payments.

The end-to-end automation translates into operational efficiencies that allow us to service more riders while delivering a superior customer experience.

What are the key features of the technology that RideCell provides to ReachNow?

Back to Index ↑