FAQ
Registration and account
How can I join GoTo?
Download the GoTo App, easily set up an account, add your payment method, take a picture of your driver’s license, and that’s it – you’re set to go! Your registration confirmation will be sent by email
Who can join the service?
Any driver age 21 or over, who has had a license for at least two years, without any convictions of severe traffic violations.
Can young drivers join the service?
Drivers between the ages of 21-24 must pay an additional fee of ILS 80 for a young driver insurance.
Can I join your service with a foreign license?
Drivers holding a foreign license must sign a form stating that they are staying in Israel for less than one year. If you’re staying for more than one year, you’ll have to issue an Israeli license. We’re always happy to assist you at our sales hotline: *8255.
How can I pay for the service?
Payment is made directly and only through a credit card (using a foreign card may involve currency conversion fees, depending on the customer’s credit conditions). The owner of the subscription must also be the owner of the credit card used for payment. Can family members pay? No problem, but they’ll have to sign a letter of guarantee. We do not accept direct/debit/postal credit cards.
If I registered to your service in a certain city, are my trips limited to that city?
Our subscribers can use all our cars in all our locations, under one subscription. We call it a multi-model :)
In what cities is your service available?
Our “Two Way” model is available in: Tel Aviv, Jerusalem, Haifa, Netanya, Ramat Gan, Givatayim, Holon, Kfar Saba, Ra’anana and Herzliya. The “One Way” model is only available in Netanya. We update the list of cities from time to time in our app and on our website.
Can I add another driver under my subscription?
Private subscribers can only add first degree relatives as drivers, for a one-time fee of ILS 45. Business subscribers can add any driver, for a one-time fee of ILS 82. To add a driver, please visit the “Personal area” on our website or call our sales hotline at *8255 for support.
How can I cancel my subscription?
We would be sad to see you go. Anyway, you can cancel or pause your subscription at any time through our website or our sales hotline. Your request will be processed within 3 business days.
What is the password for opening my invoice/receipt?
For security reasons, you’ll need to enter your ID Number or your company’s PC number.
How do I log in to my personal account on the app?
When logging in to the app, you can log in to the account via the top banner or enter the main menu at the upper left side of your screen, and tap “Log in/Register”. Users who registered the service before July 2020 will be able to log in to their account via email and password. Users who have registered for the service after this date will be able to log in using their phone number. Can’t remember your password? Tap “Forgot password?” And we will set you an email to reset.
Where can I view the membership plans’ price list? 
The user contract you have signed includes a price list detailing membership plans. You can upgrade or change your plan at any time according to need. You can also view the current price list at here.
How can I update my payment method?
Just tap the menu button on the left side of the screen (3 lines) > Settings > Payment settings > Add a new credit card; or update it through the personal area on our website.
I’m not happy with the price. What can I do?
We recommend staying up to date with our special offers and discounts by subscribing to our newsletters, or speaking to our sales department, so they can help you pick the best track that would give you the best value.
How can I see how much driving credit I have?
The trip credit in the account can always be checked in the app. In addition, each receipt includes a line stating the trip credit you have used. Your monthly invoice also includes the amount of credit used during that month, alongside your balance.
What special offers do you have?
There are many! We recommend joining our mailing list to stay up-to-date. 
Round Trip cars
What about blue and white parking with Pango?

We have a Pango subscription. To activate it, you can call *4500 > Extension 2, and activate it through Pango’s automatic system. Encountered a problem? You can contact our call center at *8255 and we’ll activate it for you. Please note that following your use, we attribute the fee to the subscription, and therefore the billing is made up to 45 days following the time of use. Do you have your own subscription to Pango or another parking app? You can always activate the parking through your own subscription.
What about canceling/changing of a reservation?
With the “Round Trip” model, you can cancel your reservation free of charge up to 6 hours before the scheduled time.
A short notice cancellation (between 6 and 1 hour(s) before the scheduled time) will cost you 25% of the amount of the reservation’s duration.
An immediate cancellation (less than one hour before the scheduled time) will cost you 50% of the amount of the reservation’s duration.
What should I do when I reach the car?
First of all, make sure the car is clean, that at least 25% of its gas tank is full, and that you haven’t noticed any damages not reported on the app. Noticed any new damage? Report it to us before your trip, to make sure you’re not held liable for it. In addition, please return to car to us with at least 25% of the gas tank full. You can fuel up for free at any of the large gas stations: Paz, Delek, Dor Alon, Sonol, and Ten. All our cars have an automatic gas credit card. You’ll even get an automatic ILS 10 credit for it in the following month.
What is the Round Trip model?
In this model, you can pick up a car from a reserved parking space, return it to the same parking spot, and pay according to the length of time you had the car + the distance you drove (in km). This model is intended for medium and long distance trips, inside and outside of the city. The red Round Trip model is available in: Tel Aviv, Jerusalem, Haifa, Netanya, Ramat Gan, Givatayim, Ra’anana and Herzliyaת Holon and Kfar Saba.
I have a flat tire, what should I do?
Please report this immediate to our call center at *8255. Change the flat tire with the spare tire and drive to the nearest repair shop in order to fix the tire. Do not continue your trip with the spare tire, as it is only intended for short drives to the shop.
How do I authenticate my smart card?
Take the card out from the glove compartment. It’s placed inside an envelope. Following this, please contact the call center to authenticate the card.
How can I book a car?
Enter the app’s car map > tap any car showing on the map or tap “Future reservation” at the bottom of the home screen, then choose the location and times, tap “Search cars” and choose the most suitable car on the map or on the list (using the list button on the upper right side). The filter button will help you choose certain car categories. To watch our video guide click here.
How long in advance should I book a car?
Under the “Round Trip” model, you can book a car three months in advance. But it’s also fine to book one a few minutes prior. Either way, we recommend booking the car in advance to assure its availability, especially on weekends and during the holidays. You can book a car with the “One Way” model free of cost 15 minutes before your planned trip. You can extend the booking by another 15 minutes for a symbolic fee.
For how long can I book the car?
The “Round Trip” model allows you to book cars for as long as you need from two hours and above: Five hours, two days, or up to seven days. It all depends on the car’s availability, which you can view while trying to book it on the app.
Is smoking allowed in the car?
The “Round Trip” model allows you to book cars for as long as you need: One hour, five hours, two days, or up to seven days. It all depends on the car’s availability, which you can view while trying to book it on the app.
Could I take a Round Trip car and end its reservation at another location?
Under the “Round Trip” model, the car has to be brought back to its home parking space. If there’s any issue with this parking space, please contact our 24/7 call center at *8255 so we can direct you at another one.
Is there a booster seat in the car?
Of course, there are, just note that they are by availability, in case there is a shortage of boosters in the cars you can switch to another car and also report it in the app.
One way cars
What about canceling/changing a reservation?
Under the “One Way” model, you get 5 free cancellations per year. From the 6th cancellation and above, you’ll have to pay a cancellation fee of ILS 5 for every cancellation.
What should I do when I reach the car in the One Way model?
First of all, make sure that the car is clean, and that the battery meter is enough for the distance of your trip. Make sure there’s no new damage that hasn’t been reported on the app. Noticed any new damage? Report it to us before your trip, to make sure you’re not held liable for it. In addition, please return to car to us with enough battery for at least 15km.
What is the One Way model?
Under this model, you pick up the car from a designated parking space of the service, and return it to another designated parking space or to a blue and white parking area inside the city. The blue “Way One” model is currently only available in Netanya.
Payment: Only according to the duration of use (in minutes). To stop the rental duration, please end your booking through the app.
What about blue and white parking with Pango?
Using blue and white parking spaces is free of charge inside Netanya. Outside the city? We have a Pango subscription. To activate it, you can call *4500 > Extension 2, and activate it through Pango’s automatic system. Encountered a problem? You can contact our call center at *8255 and we’ll activate it for you. Please note that following your use, we attribute the fee to the subscription, and therefore the billing is made up to 45 days following the time of use. Do you have your own subscription to Pango or another parking app? You can always activate the parking through your own subscription.
What is a stop-over?
If you need to stop the car for a while without driving it, you can tap the “Stop-Over” button while the car is shut off, after you’ve stepped out of it. You’ll only pay 50% per minute for this time. You can exit the stop-over status by starting the vehicle.
How do I charge an electric car?
Ended your booking at a charging station? To charge the car:
1. Press the “Disconnect charger” button located to the left of the wheel on the lower area.
2. Take the cable from the trunk. Connect the blue side of the cable to the charging socket at the front of the car (behind the Renault logo).
3. Connect the other side of the cable to the charging station, and wave the chip connected to the cable in front of the station’s card reader.
How do I unplug the electric car from the charger?
In order to unplug the electric cable from the car, please:
1. Open the car
2. Press the “Disconnect charger” button located to the left of the wheel on the lower area.
3. Disconnect the cable from the front of the car, and then from the charging station. Then place the cable in the car trunk.
I have a flat tire, what should I do?
Please park the car at a legal parking space and report this immediately to our call center at *8255. 
How can I book a car with the One Way model?
“One Way” model cars can be booked by tapping one of the icons shown on the map in the home screen. To watch our video guide click here.
How can I extend a reservation?
All you need to do is tap “Extend reservation” on the app. This shows up about two minutes before the end of your reservation. The cost of extending your reservation is half of the cost per minute.
How long in advance should I book a car?
You can book a car with the “One Way” model free of cost 15 minutes before your planned trip. You can extend the booking by another 15 minutes for half of the price per minute. 
Can I take a One Way car and end the reservation in another city?
Under the “One Way” plan, you must return the car to the same city where you picked it up. You cannot end your reservation under any plan if you do not comply with these conditions.
The car battery is running down, what should I do?
First of all, contact our call enter at *8255, so we can direct you to the nearest charging station. Don’t reach the end of the battery. If you do, you might get stranded in the middle of your trip, and we’ll have the charge you for the cost of towing. Just make sure to keep an eye on the battery meter, which shows you whether you have enough km for your trip.
Electric bike
I rode an electric bike, and now I also want to drive a car. How does this work?

Select a car through the app’s car map, tap the “Upgrade” button, and go on from there. Select the relevant membership plan, confirm the terms, wait for your upgrade to be approved, and you are set to go.
How do the electric bikes work?
The engine will be activated when you pedal the bike, and will increase the speed according to where you’re riding. We limit the speed in certain places. Those can be viewed in advance to help you plan your trip through the app.
How can I book an electric bike?
Just choose the map on the app, or tap “Scan,” scan the bike’s barcode, select “Open lock,” and you’re set to go.
I finished my trip. How do I end the reservation?
Through the app, select “End ride,” lock the helmet, take a picture of the bike’s parking space, and we are all done.
Where are electric bikes available?
Electric bikes are only available in Tel Aviv. You can use them for trips outside the city, but you’ll have to end your reservation inside Tel Aviv.
How much does the electric bike service cost? 
This service is charged by the minute, each minute at a cost of ILS 0.7 + a rental fee in an amount of ILS 4.9. No rental fee will be charged from subscribers in the Lite and Drive membership plans. At the end of your trip, an invoice will be sent to the email address you provided during registration.
How do I lock and unlock the bike?
You can only book one bike from each mobile device. You can unlock the bike by scanning the QR code, and through Bluetooth. Please make sure it’s enabled during your reservation. You can end the trip in the same way.
What should I do if I can’t unlock the bike?
Restart the CAR2GO app and scan the bike’s QR code again. If there’s any issue, it will show up on the app (for example, if the bike is already reserved). Still can’t unlock? Try contacting our call center at *8255, and we’ll do our best to help.
When does the charge on the bike end in actuality? 
The reservation ends and the charge stops in actuality once you tap “End trip” on the app, park in a permitted spot, and take a picture of the bike and the helmet. Immediately following this, you’ll receive a receipt detailing the duration and cost of the trip.
Regular bike
I would like to take a car. What should I do?

Select a car through the app’s car map, tap the “Upgrade” button, and go on from there. Select the relevant membership plan, confirm the terms, wait for your upgrade to be approved, and you are set to go.
I would like to take an electric bike. What should I do?
To ride an electric bike, we’ll need a picture of your driver’s license. Select an electric bike on the app’s map, select “Upgrade,” take a picture of your license, confirm the terms, wait for the upgrade to be approved, and you are set to go.
How can I order a regular bike?
Just tap “Scan” on the app, scan the barcode on the bike, tap “Unlock,” and you’re set to go.
Car reservations
How I do unlock the car?

You can unlock the car through the app or through a smart card. Don’t have a smart card? Now is the time to contact our call center at *8255 to authenticate a new card.
Policy, insurance and procedures
What about toll roads: Road 6, the Fast Lane, Carmel Tunnels, or Road 6 North?

We are subscribed to all services. Please note that after using these roads, we attribute the fee to the subscription, and therefore the billing is made up to 45 days following the time of use.
What about car insurance?
All our cars are insured. In the event of any accident or damage to the car when the car is in your keeping, you’ll be charged up to a maximum deductible amount according to the type of car, as specified in the price list. You can purchase a “no deductible” insurance through our sales hotline, under which the insurance company won’t charge you with deductibles. Subject to terms.
Can I drive on public transport lanes?
Driving on public transport lanes is strictly forbidden. Doing so carries a penalty of approximately ILS 500. 
Can I use the service with a temporary license?
Yes, you can also use the service with a temporary license.
Can I smoke in the car? 
Smoking in the car is strictly forbidden. We are a community of drivers using a shared car, and our users’ experience is important. Smoking in the car carries a monetary penalty, as specified in the terms of service. 
Can I let animals in the car?
Please do not drive with animals in the car, including dogs. This is a sensitive issue, and we want to guarantee the safety of our subscribers who are allergic to animal hair. However, we do permit driving guide dogs only. 
Do you have wheelchair accessible cars?
Yes, we have accessible cars. However, to book a reservation, you’ll need to call our hotline and make a reservation (subject to availability) at least 24 hours prior to the desired time. The car will be waiting at 20 Lincoln Street, Tel Aviv, and it must be returned to the same parking space when you finish your trip.
Can I let someone else drive the car under my reservation?
The car is only insured with respect to the subscriber and the other drivers added by them. If you need to, you can add another driver under the same subscription for a fee of ILS 45. Driving without a subscription carries a penalty.
Can tourists join the service?
Yes. If the driver has a foreign license, they must sign a form stating that they are staying in Israel for less than one year. If they’re staying for more than one year, you’ll have to issue an Israeli license. You can sign through our call center at *8255.
I would like a parking space/car added to my area. What should I do?
Thanks for the feedback! Just send us an email, and we’ll forward it to the department responsible for parking spaces and operation to check whether we can add a car to your area, in case there’s demand from other subscribers.
Malfunctions and exceptional cases
If I reached a car without gas (under two lines). What should I do?

Please report this to our 24/7 call center at *8255, so we can help you change cars, if possible. You can also fuel up for free at any of the large gas stations: Paz, Delek, Dor Alon, Sonol, and Ten. All our cars have a universal automatic gas credit card. You’ll even get an automatic ILS 10 credit for it, straight to your account in the following month.
The car isn’t starting. What should I do?
First of all, pull the key out of the switch. Tap “Open doors” on the app (or wave your smart card in front of the reader) and try again. For any assistance, please contact our call center at *8255.
The car is dirty. What can I do?
Please report this to our call center at *8255 to check if we can replace it with another nearby car, and send us pictures/videos so we can forward it to the operation department. You can also take the car for a free wash at a Shtifomat station, and automatically receive a credit of ILS 35 for it the next month in your account.
I got a traffic ticket. What should I do?
Please contact out call center at *8255 and send a picture of the ticket. We’ll contact you to have the ticket registered in your name. You can also pay for the ticket yourself and send us your reference.
I found a ticket on the car when I started my reservation. What should I do?
You can contact our call center at *8255, or send a copy of the ticket to info.il@gotoglobal.com, and we’ll handle it with the relevant entities.
There’s been a car accident during my reservation. What should I do?
First of all, the most important thing is ensuring the safety of everyone involved. Afterwards, please contact our service center at *8255, and one of our representatives will assist you in filling out an accident report form.
How can I report a malfunction or litter in the car?
Through the damage report button on the app (during an active reservation). Take a picture and send it to us. We’ll confirm the picture, and then add it to the damage report.
What should I do if I’m late?
Please try not to be late in returning the car. This materially impacts the quality of the service we provide to our customers. If you’re still late, please try extending the reservation on the app or calling our 24/7 service center at *8255. If you’re unable to extend the reservation, that means there’s another reservation after yours, and the time of that reservation will show on the app. Any delay in returning the car carries a fine of an ILS 75 delay fee + ILS 1 per each minute of delay. This will be automatically charged by the system.
I’m on my first reservation next to the car. What should I do?
We’re happy to have you! The most important thing is contacting our call center at *8255 so we can authenticate your smart card. This will allow you to park in places with no reception, such as underground parking lots, or when your phone battery runs out.
I can’t find the car. What should I do?
Thanks for the feedback! Just send us an You’re at the specified parking space, but the car isn’t there? Contact our 24/7 call center at *8255, and we’ll help you find the car or replace it with another one. email, and we’ll forward it to the department responsible for parking spaces and operation to check whether we can add a car to your area, in case there’s demand from other subscribers.
I can’t park the car in its designated space. What should I do?
Tried returning the car, but the parking space is taken? Please contact our call center.