FAQ
Answers to frequently asked questions from drivers
Select topic
Breakdown, accident and damage
If you have requested the fuel and charge card service for your Ayvens vehicle you will automatically receive your personal login for the Shell app and/or Aral Fuel & Charge app by email shortly before your new company car is delivered. You can then use the app straight away to charge your vehicle in the German and European Shell and/or Aral Recharge network.
Your personal fuel and charge card will be posted to you a few days later, followed by the 4-digit PIN, which is sent by separate post.
Please check that all the details on your card are correct. In that case, all you need to do is sign in the space provided on the back. Memorise your PIN and don’t share it with anyone else. Don’t write your PIN on the card and don’t keep it together with the card in your wallet. When entering the PIN, make sure that nobody else can gain knowledge of it.
If the card is not issued in your name and you share it with other drivers, please enter the registration number of the leased vehicle in the signature field.
Your personal fuel and charge card will be posted to you a few days later, followed by the 4-digit PIN, which is sent by separate post.
Please check that all the details on your card are correct. In that case, all you need to do is sign in the space provided on the back. Memorise your PIN and don’t share it with anyone else. Don’t write your PIN on the card and don’t keep it together with the card in your wallet. When entering the PIN, make sure that nobody else can gain knowledge of it.
If the card is not issued in your name and you share it with other drivers, please enter the registration number of the leased vehicle in the signature field.
If your employer consents you can buy your company car at the end of the lease. Request a purchase price from us three month before the lease expires.
If your vehicle breaks down or isn’t roadworthy as a result of a technical defect, flat tyre, accident or other damage, call our central driver hotline:+49 211 91358221. You can reach us at any time of the day or night from Germany or abroad.
We’ll organise the recovery service, a replacement vehicle and, if necessary, book you into a hotel.
We’ll organise the recovery service, a replacement vehicle and, if necessary, book you into a hotel.
Here’s how to get glass damage repaired by one of our partners:
Locate your nearest glass repair partner with our local partner search and arrange an appointment. Always take the vehicle to one of our glass repair partners if you need glass damage repaired.
Service partner search
Locate your nearest glass repair partner with our local partner search and arrange an appointment. Always take the vehicle to one of our glass repair partners if you need glass damage repaired.
Service partner search
You can also call our glass partner hotlines to make an appointment:
(freecall service in Germany)
Carglass 0800 088 73 55
Euromaster 0800 333 54 72
junited Autoglas 0800 586 48 33
To avoid long waits for tyre changes, we recommend that you make an appointment with one of our tyre partners well in advance of the peak tyre-change period. Make an appointment for winter tyres in September and an appointment for summer tyres by late April.
Find your nearest tyre station from our partner network and make an appointment. To the area search
Find your nearest tyre station from our partner network and make an appointment. To the area search
Yes, you
will receive the PIN by post.
If your vehicle is involved in an accident or stolen, please always inform the police first. If possible, also ask for the case number. A police report is a mandatory requirement in order to claim contractual liability reductions. Then call the car rental company’s service hotline. You’ll find the number in your rental contract – and on the car windscreen in some cases.
If you have a long-term rental from our LEAN car rental company, please contact the respective LEAN station.
If you have a breakdown, please call the car rental company’s service hotline. You’ll find the number in your rental contract – and on the car windscreen in some cases.
If you have a long-term rental from our LEAN car rental company, please contact the respective LEAN station.
If you have a breakdown, please call the car rental company’s service hotline. You’ll find the number in your rental contract – and on the car windscreen in some cases.
The vehicle purchase offer is based on the imputed end of the contract. You can request the purchase price via our online form if your leasing contract ends in the next three months. If your contract ends in more three than months, please contact your fleet manager to discuss a purchase option.
Your fleet manager can tell you when the vehicle lease ends. Otherwise, if your employer has arranged a direct driver communication service with us, you can ask your Ayvens customer account manager.
Please ask your fleet manager.
You or a person authorised by your fleet manager inspect the vehicle with the forwarding agent that picks the vehicle up. Then both persons sign the vehicle return document and our forwarding agent takes the vehicle to a logistics centre where it is inspected by an independent appraiser.
Please ask your fleet manager.
If you have a no claims bonus and your company car insurer offers a no claims bonus system, your no claims bonus can be transferred. Talk to your fleet manager about it. Fixed-rate premiums don’t take personal no claims bonuses into account, so if you pay a fixed premium you can’t transfer your no claims bonus.
We currently have one app available in the app stores: the My ALD app.
You can use the My ALD driver app to quickly and conveniently make service or repair appointments, to find the nearest tyre, glass or accident repair partner, to book a rental car, report damage or calculate the cost of your next company car. If you don’t have a login, you can simply register with your business email address.
The mobile application is free and available as download on Apples App Store (german) and the Google Play Store (german). In addition, the functions are available to all users as mobile site especially for mobile devices at www.myald.de (german).
You can use the My ALD driver app to quickly and conveniently make service or repair appointments, to find the nearest tyre, glass or accident repair partner, to book a rental car, report damage or calculate the cost of your next company car. If you don’t have a login, you can simply register with your business email address.
The mobile application is free and available as download on Apples App Store (german) and the Google Play Store (german). In addition, the functions are available to all users as mobile site especially for mobile devices at www.myald.de (german).
If your car is no longer roadworthy due to a puncture, call our central driver hotline:+49 211 91358221. You can reach us at any time of the day or night from Germany or abroad. We'll organise a recovery service, a replacement vehicle and, if necessary, book you into a hotel.
Please only use our partner network for the purchase of summer or winter tyres, tyre changes or tyre storage.
You can find a tyre station near you in our area search.
You can find a tyre station near you in our area search.
Please take your fuel and charge card or service card to the appointment at the tyre station. It entitles you to have work done and the partner will then bill us directly.
If you need a replacement vehicle while the repairs are being done let the tyre partner know when you make the appointment. You can also call our central driver hotline after making the appointment with the partner on central driver hotline:+49 211 91358221 to book a rental car.
Due to the legal obligation to mitigate damage, we would like to inform you that a rental car cannot be driven on weekend days if your vehicle is still roadworthy and operational, because the other party’s insurance company will not pay any costs in that connection.
The average distance driven in the rental car should not be less than 25 km/day. Also, the rental car must be one rental car class lower than the rental car class for your vehicle, otherwise the insurance company is entitled to make deductions.
Due to the legal obligation to mitigate damage, we would like to inform you that a rental car cannot be driven on weekend days if your vehicle is still roadworthy and operational, because the other party’s insurance company will not pay any costs in that connection.
The average distance driven in the rental car should not be less than 25 km/day. Also, the rental car must be one rental car class lower than the rental car class for your vehicle, otherwise the insurance company is entitled to make deductions.
If your vehicle isn’t roadworthy as a result of an accident, call our central driver hotline:+49 211 91358221. You can reach us at any time of the day or night from Germany or abroad. We’ll coordinate everything else for you.
Ayvens has specialist partner networks for all leased vehicle-related services. You can find your nearest partner in our area search for partners.
If there is no partner in our network within a 30 km radius who can perform services and repairs on the vehicle, you can take the vehicle to any manufacturer-authorised repair shop.
If there is no partner in our network within a 30 km radius who can perform services and repairs on the vehicle, you can take the vehicle to any manufacturer-authorised repair shop.
Pressure: Check your tyre pressure every four weeks when the tyres are cold. Keep your summer and winter tyre pressure 0.2 bar higher than the manufacturer’s recommendation. Don’t forget to check the spare tyre (its pressure should be 0.5 bar higher). Ensure that the valves all have caps on to prevent dust and dirt from getting in, which can cause leaks.
Damage: Careless driving over sharp surfaces can damage the tyres. If you notice this kind of damage, always have your tyres removed for checking and replaced if necessary.
Overloading: Your tyres are designed to carry the vehicle’s maximum admissible weight. Extreme loads over and above the maximum weight can cause damage.
Damage: Careless driving over sharp surfaces can damage the tyres. If you notice this kind of damage, always have your tyres removed for checking and replaced if necessary.
Overloading: Your tyres are designed to carry the vehicle’s maximum admissible weight. Extreme loads over and above the maximum weight can cause damage.
If your fuel and charge card has been lost or stolen, please inform us immediately by sending an email to kartenservice.de@ayvens.com or calling our 24h hotline on +49 211 91358221.
You can reach our hotline at any time of the day or night. We’ll block the card and send you a replacement.
You can reach our hotline at any time of the day or night. We’ll block the card and send you a replacement.
Certain vehicle categories have been agreed between your employer and Ayvens for car rentals. We can only provide you with an available model corresponding to the agreed category. It isn’t possible to choose the make and model of rental car.
You can easily configure your next company car in the My ALD online tool. It also enables you to calculate your full cost instalment, driver contribution and taxable non-cash benefit. If you don’t have a login, you can simply register with your business email address.
The international motor insurance card, also known as the ‘green card’ is not legally mandatory. However, we do recommend that you take it with you when driving abroad because not every official is aware of the current green card regulations. If your vehicle is insured with Ayvens you can request a green card from us. Insurance companies usually send the green cards to the fleet manager.
Download the Ayvens My ALD driver app app onto your smartphone:
from the Apple App Store if you have an iOS device
from the Google Play Store (german) if you have an Android device
from the Apple App Store if you have an iOS device
from the Google Play Store (german) if you have an Android device
For more information on the Ayvens My ALD driver app, please visit our driver app service page.
Please always note down the registration number, first and surname, complete address and insurance details of the other party, plus the names of any witnesses.
You can always arrange appointments online in MyALD or with the local partner search tool.
Alternatively, our service team is available to you during our business hours on +49 211 91358221
Alternatively, our service team is available to you during our business hours on +49 211 91358221
If your vehicle tyre pressure monitoring system (TPMS) warning light comes on, please arrange a repair shop appointment. The fault will be rectified by one of our tyre partner stations or a manufacturer-authorised repair shop, depending on whether the vehicle has winter wheels with original or accessory rims, which type of TPMS is installed and whether the fault occurred within the warranty period.
The warranty period for the original wheels generally ends 2 years after the vehicle’s registration date. You can find detailed information on this in your vehicle’s operating manual or service record.The active TPMS sensors for winter wheels supplied by Ayvens often have an extended warranty period.
If you are not sure whether your winter wheels have original or accessory rims, please contact your fleet manager.
Which wheels are affected?
WINTER WHEELS
A. Accessories supplied by Ayvens (not fitted ex works)
The warranty period for the original wheels generally ends 2 years after the vehicle’s registration date. You can find detailed information on this in your vehicle’s operating manual or service record.The active TPMS sensors for winter wheels supplied by Ayvens often have an extended warranty period.
If you are not sure whether your winter wheels have original or accessory rims, please contact your fleet manager.
Which wheels are affected?
WINTER WHEELS
A. Accessories supplied by Ayvens (not fitted ex works)
- •Active tyre pressure monitoring sensors: please only contact one of our tyre partners. Locate the nearest tyre partner in our network for your appointment with our area search.
- •Passive TPMS
B. Fitted ex-works
- •Within the warranty period, please contact a manufacturer-authorised repair shop. Locate the nearest service or repair partner in our network with our area search.
- •Outside the vehicle warranty period please only contact one of our tyre partners. You can locate the nearest one with our area search.
SUMMER WHEELS
In this case the vehicle warranty period is decisive. If the active or passive tyre pressure monitoring system on the summer wheels causes the warning light
- •within the warranty period, please contact a manufacturer-authorised repair shop. Find the nearest service or repair partner in our network with our area search.
- •outside the warranty period, please contact one of our tyre partners. Locate the nearest tyre partner in our network for your appointment with our area search.
Private customers are not permitted to purchase end-of-lease vehicles with damages.
If you have access to it, our My ALD online configurator has an overview of all current vehicle models and accessories. You can also find detailed information about specific models at the relevant car dealership.
If the TPMS warning light comes on after a wheel change, please refer to your vehicle's operating manual first. It may be necessary to activate the sensors by carrying out a calibration drive. This is not a standard repair shop service.
If the fault is not rectified by a calibration drive, please continue reading at the question:
If the fault is not rectified by a calibration drive, please continue reading at the question:
If you have an active TPMS, the tyre pressure is measured by
special sensors in the wheel. The air pressure data can then be read out via
the on-board computer.
A passive TPMS only records a loss of pressure via the rolling circumference of the tyres. (The ABS sensors passively measure the rolling circumference of the tyres but they do not record any air detailed air pressure data).
To check which system you have installed, start your car and look at the on-board computer. If the TPMS light comes on, a TPMS system is fitted. You have an active TPMS if the tyre pressure of all wheels can be read individually for each wheel while driving.
A passive TPMS only records a loss of pressure via the rolling circumference of the tyres. (The ABS sensors passively measure the rolling circumference of the tyres but they do not record any air detailed air pressure data).
To check which system you have installed, start your car and look at the on-board computer. If the TPMS light comes on, a TPMS system is fitted. You have an active TPMS if the tyre pressure of all wheels can be read individually for each wheel while driving.
Please always inform the police if someone is injured, or if there has been vandalism, break-in/theft or damage caused by an unknown third party (hit and run) or the damage occurs outside Germany.
Cars/vans (LCVs):
Summer tyres:Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 2mm.
Winter tyres: Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 4mm. Only purchase the minimum size as per the registration document. First fitting with steel rims only. If you have tyres in storage, keep the storage receipt safe.
Trucks (17.5”+):
Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 4mm.
Summer tyres:Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 2mm.
Winter tyres: Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 4mm. Only purchase the minimum size as per the registration document. First fitting with steel rims only. If you have tyres in storage, keep the storage receipt safe.
Trucks (17.5”+):
Replacement tyres will only be provided in the same size as the tyres being replaced and replacement is subject to the profiles being less than 4mm.
Use the spare wheel unless it is an emergency wheel.
Do not order tyre inflation gases.
Please note when changing a wheel: wheel nuts must be retightened! For every wheel change on motor vehicles, the principle applies that the wheel nuts must be retightened after a certain distance of travel for safety reasons. This should also be done after 100 kilometres at the latest when changing to winter tyres.
Do not order tyre inflation gases.
Please note when changing a wheel: wheel nuts must be retightened! For every wheel change on motor vehicles, the principle applies that the wheel nuts must be retightened after a certain distance of travel for safety reasons. This should also be done after 100 kilometres at the latest when changing to winter tyres.
Please report the accident or damage online.
You can also report your damage in advance by telephone via our central driver hotline: +49 211 91358221. You can reach us at any time of the day or night from Germany or abroad.
You can also report your damage in advance by telephone via our central driver hotline: +49 211 91358221. You can reach us at any time of the day or night from Germany or abroad.
For more information about changing and storing tyres, for phone numbers and for an overview of our tyre partners, please visit our tyre service page.
Depending on the scope of services you have agreed for your vehicle, you can use your fuel and charge card for cashless payments at participating filling stations and as legitimation when you have work performed by service partners (glass, tyres, maintenance and repairs).
Please notify our rental car partner as soon as the vehicle is ready for collection. You will find the telephone numbers in your booking confirmation or on the rental contract. The vehicle should always be returned with a full tank of fuel. If you can’t be present for the handover, we recommend that you take photos of the car and the fuel gauge. You can also call our reservation centre on +49 (0)211 91358221 to let them know the car is ready for collection.
Always ensure that you return all accessories with the vehicle. That includes original keys, summer tyres, the vehicle registration certificate I and service booklet. Please remove all personal items from the car before you return it. When returning the vehicle, cancel the fuel card(s) by cutting into the magnetic strip.
To ensure that the return of your vehicle goes smoothly, we have compiled all the relevant information for you to download.
To ensure that the return of your vehicle goes smoothly, we have compiled all the relevant information for you to download.
If you know which car dealership will be supplying the vehicle, contact it to arrange the delivery date. If you don’t know who is supplying the vehicle, ask your fleet manager.
The so-called "green" international insurance card serves as proof of your motor vehicle liability cover abroad. Even though in most EU countries the registration number is sufficient as proof of insurance, carrying the green card is still mandatory in some countries.
Please
take your Ayvens fuel and charge card or service card along to the repair
partner. It entitles you to have work done and the partner will then bill us
directly.
Yes, you can purchase refill engine oil on a cashless basis with your Ayvens fuel and charge card or service card.
You have an Aral or Shell fuel and charge card, so you don’t need a service card as additional proof of legitimation for our partners.
You can use the Aral fuel & charge card in Germany and Europe for cashless fuel and car wash payments at all Aral/BP, Agip, Statoil, TOTAL and OMV stations in the acceptance network in Germany and Europe. It can also be used at all Westfalen filling stations in Germany.
The Shell hybrid card can be used for cashless fuel and car wash payments at almost all Shell, ENI (Agip), Esso, OMV, Westfalen, ORLEN and Star stations in the acceptance network in Germany and Europe, plus AVIA stations in Germany.
With the Shell hybrid card and Aral fuel & charge card you can charge your Ayvens EV in the Shell and Aral acceptance network in Germany and Europe. Both cards offer access to 98 percent of all public charging points in Germany and 78 percent of public charging points in Europe.
The Shell hybrid card can be used for cashless fuel and car wash payments at almost all Shell, ENI (Agip), Esso, OMV, Westfalen, ORLEN and Star stations in the acceptance network in Germany and Europe, plus AVIA stations in Germany.
With the Shell hybrid card and Aral fuel & charge card you can charge your Ayvens EV in the Shell and Aral acceptance network in Germany and Europe. Both cards offer access to 98 percent of all public charging points in Germany and 78 percent of public charging points in Europe.
Your vehicle is appraised by an independent expert before it is sold. Damage to the vehicle that is not typical in terms of mileage or service life is assessed in accordance with our fair and transparent vehicle valuation criteria.
Here you can download our guidelines for our fair and tranparent standard:
Guidelines Cars (pdf)
Guidelines Trucks (pdf)
Here you can download our guidelines for our fair and tranparent standard:
Guidelines Cars (pdf)
Guidelines Trucks (pdf)
Depending on the agreed scope of services, you can use the Ayvens fuel and charge card to pay for fuel, refill oils, small parts (e.g. fuses, bulbs, windscreen wipers) and vehicle washes at participating filling stations. Shop items are excluded from the scope of services. You can also use the Ayvens fuel and charge card to pay toll charges.
Acceptance of cash refunds for goods and services purchased with the card is not permitted.
If you drive a hybrid or electric vehicle, you also have access to 98 percent of all public charging locations and 6,000 filling stations in Germany, as well as 78 percent of all charging locations and 30,000 filling stations in Europe with the Ayvens fuel and charge card. If you have any questions please contact your fleet manager.
Acceptance of cash refunds for goods and services purchased with the card is not permitted.
If you drive a hybrid or electric vehicle, you also have access to 98 percent of all public charging locations and 6,000 filling stations in Germany, as well as 78 percent of all charging locations and 30,000 filling stations in Europe with the Ayvens fuel and charge card. If you have any questions please contact your fleet manager.
Payments with your Ayvens fuel and charge card are confirmed with your 4-digit PIN and the vehicle’s current mileage. Ask the filling station staff to give you a copy of the receipt, which you check and confirm by signing. Keep the receipt for your own reference.
You can use various access methods for authorisation at charging stations. With the Ayvens Shell hybrid card or Aral fuel and charge card, the Shell app and Aral fuel & charge app you can charge on a cashless basis at 98 percent of the available charging locations in Germany and 78 percent of the available charging locations in Europe. The access media available at a charging station are displayed in the Shell app and Aral fuel & charge app. You can also conveniently start and stop the charging process with the app.
Charging processes can be started using the Shell card or Aral fuel & charge card or the app. There are now some charging points that can only be started with the app. The app not only has a charging function, it also provides information about charging station locations and prices. Since the charging price models differ considerably, we recommend that you check the prices in the app before charging to prevent high costs being incurred.
Never sign a declaration of assignment or cost acceptance confirmation.
Always take the vehicle to one of the repair partner workshops to get accident damage repaired.
If it is going to cost more than EUR 300 net to repair accident damage, the repair partner must always obtain Ayvens’ approval before commencing work.
Please always inform the police if someone is injured, or if there has been vandalism, break-in/theft, or damage caused by an unknown third party (hit and run), or the damage occurs outside Germany.
Always take the vehicle to one of the repair partner workshops to get accident damage repaired.
If it is going to cost more than EUR 300 net to repair accident damage, the repair partner must always obtain Ayvens’ approval before commencing work.
Please always inform the police if someone is injured, or if there has been vandalism, break-in/theft, or damage caused by an unknown third party (hit and run), or the damage occurs outside Germany.
New vehicles generally have a two-year guarantee and manufacturer warranty commencing on the date of registration.
The Ayvens fuel and charge card must be kept safe from unauthorised access. In particular, it must not be kept in unlocked or unsupervised leased vehicles. Memorise your PIN and don’t share it with anyone else. Don’t write your PIN on the card and don’t keep it together with the card in your wallet. When entering the PIN, make sure that nobody else can gain knowledge of it. The magnetic strip has to be intact for the card to work. To protect it, keep it away from car radios, loudspeakers and magnets and do not expose it to sunlight.
Please notify our rental car partner as soon as the vehicle is ready for collection. You’ll find the phone number in your booking confirmation.
The vehicle should always be returned with a full tank of fuel. If you can’t be present for the handover, we recommend that you take photos of the car and the fuel gauge.
You can also call our reservation centre on +49 211 91358221 to let them know you’ve dropped off the car.
All information and our form for requesting a purchase price for your company car without obligation can be found on our buying a company car service page.
You can find an overview of the company car return procedure on our return company car service page.
For quick and easy stone chip damage repairs by one of our glass partners, use our local partner search tool: It will help you to locate a glass repair partner in your area, and you simply make an appointment with them.
Vehicles have different service intervals depending on their make and model. You can find this information in your vehicle’s service booklet and most vehicles indicate when a service is necessary.
Please note that you have a general obligation to minimise loss and that the costs will only be covered by the other party’s insurance if:
The rental car is one class lower than your leased vehicle and is only rented for the duration of the repair.
The rental car is not used for less than 25 km/day.
Never sign a declaration of assignment or cost acceptance confirmation.
The rental car is one class lower than your leased vehicle and is only rented for the duration of the repair.
The rental car is not used for less than 25 km/day.
Never sign a declaration of assignment or cost acceptance confirmation.
If your vehicle is insured with Ayvens you can request a green card here from us.
You can see the price per charging process, minute or kWh in the Shell app/Aral fuel & charge app.
Your leased vehicle must be presented for a TÜV inspection three years after initial registration and every two years thereafter. Please keep track of these dates yourself.
You can have the TÜV inspection carried out at any authorised workshop, or at a TÜV or DEKRA inspection centre.
Please take your Ayvens fuel and charge card or service card along to the repair partner.
Commercial vehicles with a gross weight of up to 3.5 tonnes have to go in for a TÜV inspection 24 months after initial registration and then at 24-month intervals.
Commercial vehicles with a gross weight of more than 3.5 tonnes have their first TÜV inspection 12 months after first registration and then at 12-month intervals.
You can have the TÜV inspection carried out at any authorised workshop, or at a TÜV or DEKRA inspection centre.
Please take your Ayvens fuel and charge card or service card along to the repair partner.
Commercial vehicles with a gross weight of up to 3.5 tonnes have to go in for a TÜV inspection 24 months after initial registration and then at 24-month intervals.
Commercial vehicles with a gross weight of more than 3.5 tonnes have their first TÜV inspection 12 months after first registration and then at 12-month intervals.
When you take possession of the vehicle, make sure that all previous damage is documented. Any damage that is not documented must be reported to the car rental company before you set off. The same applies to removable parts that are obviously missing. The rental car must be clean, free from technical defects and refuelled. Deviations from this should be documented.
If you experience a technical problem, please call the charging station operator’s hotline. Click on the public charging station you want to use in the Shell app/Aral fuel & charge app. You can call the charging station operator from the app if there’s a technical problem. Ayvens assumes no responsibility for the operation of a charging station. The operator has sole responsibility for this.
If the charging station operator determines that there is no technical defect in the charging station, please contact the Ayvens driver hotline on +49 211 91358221. The hotline staff will help you to resolve any problems with your fuel and charge card. If possible, try the card at another charging station to see whether it works there.
If the charging station operator determines that there is no technical defect in the charging station, please contact the Ayvens driver hotline on +49 211 91358221. The hotline staff will help you to resolve any problems with your fuel and charge card. If possible, try the card at another charging station to see whether it works there.
The
UVV (accident prevention regulations) inspection is due once a year and can
be conducted by most of our tyre partners or when your vehicle goes in for a service.
If the workshop appointment has been arranged by Ayvens, the UVV inspection
is automatically requested. If you make an appointment yourself, please ask
the partner to perform the UVV inspection. You can find the nearest tyre
station in our partner network here: local partner search
Yes. The costs are billed to your company car account. Please contact your fleet manager in advance for information about your employer’s specific rules.
The Ayvens fuel and charge card can be used for charging in other countries. As long as a charging station is listed in the app, you can charge your vehicle there as usual. However, your employer may have certain rules for charging abroad that we’re not aware of, so you should check with your fleet manager before you travel to a another country. Prices abroad can vary greatly as there are no common pricing guidelines for charging electricity tariffs. So please make sure you check the price before every charge.
You can find the following information in the Shell app/Aral fuel & charge app:
- •Address of the charging station (incl. location on the map)
- •Distance between user and charging station in km
- •Opening times (if the charging station isn’t publicly accessible)
- •Connection types and charging capacities
- •Price list
- •Information about the charging station operator
Please take your Ayvens fuel and charge card or service card to the repair partner with you. It entitles you to have work done and the partner will then bill us directly.
Please take your Ayvens fuel and charge card or service card along to the repair partner. It entitles you to have work done and the partner will then bill us directly.
Send us an e-mail to kartenservice.de@leaseplan.com or give us a call at +49 211 91358221. We’ll then send you another letter informing you of your PIN.
Rentals are always for an exact period of time. The exact rental period can be found in the rental agreement or the booking confirmation. If you need to extend your rental, please contact the reservation centre on +49 211 91358221.
If you have a long-term rental from our LEAN car rental company, please contact the respective LEAN station.
If you have a long-term rental from our LEAN car rental company, please contact the respective LEAN station.
Find out what you should do after you have reported your claim on our service page for reporting (accident) claims.
You can
find all the information, telephone numbers, repair partners and forms on our
glass damage service page.
You can find all the information, an area search for partners and forms relating to workshop visits on our maintenance, repairs and MOTs service page.
You cannot change it afterwards. Just enter the correct mileage next time you fill up with fuel. Our system will then automatically correct it.
You must always collect the car yourself. You’ll need to take your original driving licence and identity card with you. The rental company won’t accept copies.
All information on this topic can be found on our company car configuration service page.
If you need a replacement vehicle while the repairs are being done let the repair facility know when you make the appointment. You can also call our central driver hotline after making the appointment for repairs on: +49 211 91358221 to book a rental car.
Due to the legal obligation to mitigate damage, we would like to inform you that a rental car cannot be driven on weekend days if your vehicle is still roadworthy and operational, because the other party’s insurance company will not pay any costs in that connection.
The average distance driven in the rental car should not be less than 25 km/day. Also, the rental car must be one rental car class lower than the rental car class for your vehicle, otherwise the insurance company is entitled to make deductions.
Due to the legal obligation to mitigate damage, we would like to inform you that a rental car cannot be driven on weekend days if your vehicle is still roadworthy and operational, because the other party’s insurance company will not pay any costs in that connection.
The average distance driven in the rental car should not be less than 25 km/day. Also, the rental car must be one rental car class lower than the rental car class for your vehicle, otherwise the insurance company is entitled to make deductions.
In that case pay for your fuel in cash or with your debit/ credit card. You can then submit an expenses claim to your employer. Please inform us immediately afterwards so that we can rectify the card defect by sending an email to kartenservice.de@ayvens.com or by telefone on +49 211 91358221.
You can find all the information, telephone numbers and rental car booking forms on our rental car service page.
You can find all the information, telephone numbers, repair partners and forms on our report (accident) damage page.
The ID
number is the six-digit number on the front of the card.
We
automatically send you a new fuel and charge card in the month when the old
card expires.
When you return or exchange the vehicle, deactivate the card by cutting through the magnetic strip.
Fleet managers who cannot deactivate a card themselves can ask Ayvens to put a block on the card by sending a block request to kartenservice.de@ayvens.com.
Fleet managers who cannot deactivate a card themselves can ask Ayvens to put a block on the card by sending a block request to kartenservice.de@ayvens.com.
Expired
fuel and charge cards can be disposed of.
The PIN is the same for the replacement fuel and charge card if it has the same six-digit ID number.
An overview can be found on our Ayvens fuel and charge card service page.
Contact central driver hotline
If your leased vehicle is no longer roadworthy or if you need to block your fuel or charge card call our 24/7 central driver hotline on +49 211 91358221 from Germany and abroad.
CALL DRIVER HOTLINE