Help

  • My Account

    ReachNow offers two services: Drive and Ride. To Drive yourself you must be at least 21 years of age and have a minimum of 2 years driving experience.  You must also have a valid U.S. driver's license and an acceptable driving record free of major violations and accidents (see Membership Agreement for details). You will also need a valid credit or debit card; prepaid credit cards are not accepted.

    If you only want to get a Ride, you must be at least 18 years of age with a valid debit or credit card.

    You can update your address, payment information and password in the ‘My Account’ section of the ReachNow app. For any other changes, please email support@reachnow.com.

    You can update your credit or debit card information in the ‘My account’ section of the ReachNow app.

    You can reset your password in the 'My account' section of the ReachNow app. Select 'Forgot Password” and a reset link will be sent to you via text message.

    Your PIN is the unique 4-digit number you create during sign up. You'll need to enter your PIN using the iDrive controller in the car before you can start each Drive. If you forgot your PIN, select “Resend PIN” from the 'My Account' section of the menu and we’ll text you a reminder.

    At this time we only allow one form of payment per account .However, we know how important this is for you, and we're working on it. Stay tuned!

  • Drive

    Begin Trip

    The nearest available car will be selected for you each time you open the ReachNow app. If it's not the car you want, you can choose another car by tapping on its location on the map, or you can select the 'List View' icon, located at the right of the 'Where to?' box, to choose from a list of available cars. 

    Once you've found the car you want, tap 'Let's Do This' and that car will be held for you for free for 30 minutes. 

    When you select a car via the app, it will be held for you for free for 30 minutes. If you arrive at the car after your 30 minute hold has expired and the windshield card reader is green, you can still use the car. Simply tap the windshield reader with your Member Key card to unlock the car and go. If the windshield card reader is yellow or red, this car is no longer available and you'll need to look for a different one via the app. 

    You will find available ReachNow cars each time you open the app. Zoom in or out on the map to find the car you want, and select 'Let's Do This' to hold it for free for 30 minutes. 

    ReachNow is designed to be flexible and spontaneous, and hold times are limited to 30 minutes.

    No. You can keep the car for as little or as long as you'd like, up to 5 days at a time (120 hours max per usage).

    You can lock and unlock the car using the ReachNow app. We will also mail you a Member Key card that will function like a key if you're in an area with poor cell coverage. Your Key card can always be used to lock and unlock any car. and if you're heading out of town we highly recommend you keep it in your wallet. 

    You can lock and unlock the car via the ReachNow app. If that doesn't work, you can use your Member Key card to lock and unlock the car. And if that doesn't work, call Member Support at (844) 732-2466 and we'll get you on the road. 

    If you lose your Member Key card you can email support@reachnow.com or visit your local ReachNow office during business hours. 

    No. You may only unlock and drive a car with your personal Member Key card. Misuse violates the Membership Agreement and you will not be covered by our insurance in the event of an accident.

    If someone you are with is also a ReachNow Member, they can drive the car while you're in it. Allowing someone who is NOT a ReachNow member to drive the car violates the Membership Agreement. Remember that you are responsible for the rental; unauthorized drivers are not insured and may be subject to prosecution in the event of an accident. 

     

     

    If the people with you are also Members, they can drive the car while you’re in it. However, you are responsible for the rental, so they cannot take the car if you’re not in it. Unauthorized drivers are not insured and may be subject to prosecution in the event of an accident. Members who allow unauthorized drivers to operate a ReachNow vehicle will be in violation of the Membership Agreement.

    En route

    Yes, you pretty much can. ReachNow cars must stay in the lower 48 U.S. states (sorry Alaska), so as long as you're not driving to Hawaii you're free to roam wherever you like. Mileage is capped at 400 miles/day, and each mile over 400 will be billed at $.045/mile (on top of the appropriate per minutes charges and applicable taxes). You can keep you car for up to 5 days per rental (120 hours max).

    Yes, you're responsible for any tolls/fees/fines you incur during your Drive.

    In Seattle, all our cars come with a GoodToGo Pass, so you'll get a better deal anytime you're commuting to the east side. You are still responsible for this reduced toll fee. 

    You'll receive a separate notice within 7 business days for any charges you incur on your Drive (along with applicable taxes).

    As long as you meet the requirements, you can drive anywhere you'd like. Remember that some HOV/Express lanes have tolls, so always double-check the posted signage. 

    As with other tolls/fees/fines, if you violate traffic requirements you'll receive a separate invoice within 7 business days of your Drive. 

    Parking

    With ReachNow you can park for free in any legal on-street parking space in Seattle and Portland. We also offer designated parking at select drop zone lots throughout Seattle. For more details on parking, go to the About section in the app. 

    If you venture outside our Coverage Area you are responsible for any metered parking fees and/or pay parking lots. 

     

    You can park your ReachNow car anywhere you can find a legal street parking space in the Coverage Area. In Seattle and Portland, we’re happy to offer free parking at meters and within residential parking zones (RPZ). We also offer designated parking at select lots throughout Seattle. Check out www.reachnow.com/parking for details.

    If you've ventured beyond the Coverage Area, you are responsible for parking at and paying for any meters and parking lots.

    Yes, within the Coverage Area you can legally park in all residential parking zones (e.g. zoned residential areas). 

    If you need to run into a store and aren't done using your car, we've got you covered. Simply exit the car, close the doors and select 'Keep Car' in the app. You can also select 'Park and Come Back' on the in-car screen, and then lock the car with your Member Key card.

    While the car is parked your per minute rate is reduced to $.10/minute. 

    If you decide that you don't want to continue using the car, tap 'End Trip' in the app. 

     

    End Trip

    Once you're parked in a legal on-street parking space or designated drop zone in Seattle or Portland (see the 'Parking Guidelines' in the 'About' section of the app for more details), you are ready to end your trip. Turn off the car by pressing the Start/Stop Engine button. Make sure the windows and sunroof are closed, collect your belongings and exit the car. Select 'End Trip' in the app to lock the vehicle, or swipe your Member Key card on the windshield card reader. When the light on the reader turns green, your trip is finished and you're good to go. 

    If the light on the reader does not turn green or the doors do not lock, your trip is still active. Double check that all doors, windows and sunroof are closed and try again. If that doesn't do the trick, call Member Support at (844) 732-2466 for assistance in ending your trip. 

    No. We want to keep things as fleixble as possible, and you can end your trip anywhere in the Coverage Area. 

    You can only end your trip in any legal on-street parking space within the Coverage Area or a ReachNow designated parking lot for Members, including locations at Sea-Tac Airport and Portland International Airport. If your car is ticketed or towed after you've parked, you will be liable for any fees, fines, and towing charges, plus applicable taxes. 

    Check our 'Parking Guidelines' in the 'About' section of the app for more detailed information.

    We've got your back. After every trip your car will automatically reset and delete all personal information, including your phone's Bluetooth connection and any synced information.

    Troubleshooting

    All ReachNow cars have automatic transmissions. 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, BMW X1 and MINI vehicles, the gear shift is in the console between the seats.

    To adjust the seats on BMW i3 and MINI cars, pull up the lever under your legs and slide the seat forward or back. Use the levers on the left side of the seat to adjust the height and seat angle.

    On the BMW 3 Series and BMW X1 SAV, use the electonic controls located on the left side of the seat to adjust your settings. 

    ReachNow is a car sharing service with many different users. If you get into a car that's overly dirty or has garbage in it, please let us know so we can keep things tidy and improve our services. You can use the comments area of the ratings section via the app, or, if your car is simply too dirty to drive, contact Member Support at (844) 732-2466 and we'll help you find another car. 

    All of our cars have owner's manuals that are accessibe via the in-car screen on the dash. Use the iDrive controller in the center console to select 'Vehicle Info' and then 'Owner's Manual.'

    Lost & Found

    We get it - when you're on the go sometimes things get left behind. While we aren't responsible for your personal belongings, we'll do our best to hep you get back any items you might have left behind in one of our cars. If you left personal items in your car, please contact Member Support at (844) 732-2466. We'll do our best to hold the car you had been driving or collect your things and store them at our office for 30 days. 

  • Ride

    Overview

    In markets with Ride service, open the app and tap the 'Ride' button. Enter your destination and we'll give you a price estimate for your trip. Tap 'Get A Ride'. Once you're matched with a driver we'll send a confirmation that he or she is on the way to pick you up.

     

    You can schedule a Ride up to 7 days in advance. Tap the calendar icon to the right of the 'Ride' button on the home screen. Follow the prompts to set up your Ride and you'll be good to go.

    We're committed to meeting all your Ride needs, but sometimes there aren't drivers nearby or they are providing a Ride for another Member. When that happens, your Ride request may time out. You can request another Ride or schedule a Ride for a later time.

    If you're approved to Drive, you can also look for nearby cars and drive yourself. 

    When you're confirmed for a Ride you'll see the vehicle's make, color and license plate. You'll also see the driver's name and picture. When the driver arrives at the pickup location, he or she will also confirm your name before you get in the car. 

    Coverage area

    At this time the pick up and drop-off areas for Ride are different. The pick up area is concentrated in downtown Seattle; once you're in the car, your Ride can drop you off anywhere in the city, including Sea-Tac. 

    Please see the map below for greater detail.

    Lost & Found

    If you think you accidentally left something in a ReachNow Ride vehicle, we're here to help.

    Contact our Member Support by phone at (844) 732-2466 or by sending an email to support@reachnow.com. Please provide your driver's name or the time and date of your Ride (available on your Ride receipt) and a description of your missing item. We'll do our best to locate your things and get them back to you as quickly as we can. 

  • Citations and Damages

    Rules

    Don't worry, you're not responsible for that. Place the ticket in the glovebox and send us a note at support@reachnow.com. 

    You are responsible for any violation of traffic laws, such as speeding, illegal parking, suspected criminal use of vehicles, abuse of HOV lanes and other infractions. Any fines and fees, plus applicable taxes, will be yours to pay, including additional fees should you violate the ReachNow Membership Agreement.

    Damages

    If you are in an accident call 911 immediately.

    Once things are settled down and you're safely off the road, contact Member Support at (844) 732-2466. If you aren't able to notify Member Support in that moment, you must report the accident within 12 horus of the incident. 

    Insurance cards and accident reporting forms are in the glove compartment of every car. You may supply the other party involved in the accident with the information on the insurance card. Fill out the accident form as accurately as possible, then email a photo of the form to support@reachnow.com

    You’re required to inspect the car before your trip and report any damage. Follow the in-app instructions. Indicate where the damage is located on the vehicle, add photos and provide additional details. Once you’re done, submit the damage report.

    If you’re unable to submit a Damage Report via the app, please contact Member Support at support@reachnow.com. 

    If you don’t report damage or you report that there is no damage and damage is discovered after your trip, you could be held responsible.

  • Accessibility

    At present, ReachNow does not operate wheelchair accessible vehicles. To arrange for a wheelchair accessible vehicle, please contact Yellow Cab +1.206.622.6500.

  • Member support

    If something is wrong with our service please contact ReachNow Member Support by phone at (844) 732-2466 or by sending an email to support@reachnow.com.

    You may also contact the Seattle Department of Financial & Administrative Services by
    phone at (206) 684-2489

    For more information please visit the FAS Website:
    http://www.seattle.gov/your-rights-as-a-customer/file-a-complaint/taxi-for-hire-and-tnc-complaints

    You can reach Member Support by phone at (844) 732-2466 or by sending an email to support@reachnow.com.

    You can find more information about ReachNow online at www.reachnow.com.