How do I reach CarOnSale?
As a registered buyer, you can contact customer service through “My Inquiries” in your CarOnSale account. There, you can submit an inquiry and check its status. You can reach us by phone in German and English. Please submit complaints using the complaint form—not by phone or email.
Open an Account
Log in to your CarOnSale account and open "My Inquiries."
Select a topic
Create a new request and select the appropriate topic.
Send Inquiry
Fill out the required fields and submit the request.
Track Status
The request will then appear under “My Requests” along with its processing status.
Everything you need to know at a glance.
What topics can I submit a request about?
- Account: Account information, setup, or issues with the platform
- Buy Now, Pay Later: Financing Denied or Questions About Payment
- Cross-Border Purchase: Confirmation of Delivery, CMR Waybill, Refund of the Deposit
- Invoice
- Payment—for example, submitting a bank transfer receipt
- Pickup
- Shipping: Status, Cancellation, Address Change
- Vehicle Documents
If none of these apply, select "Other" and describe your issue.
Will Carl, the assistant, help me, too?
Yes. In your account, the digital assistant Carl can answer many questions about purchases, payments, shipping, and documents directly. If Carl can't help, he'll offer to create a support ticket for you.
Can I call CarOnSale?
Yes, at +49 30 311 96 400, in German and English. You can also find the number in your account under “Contact.” Because many customers call, you may not always reach someone right away. We therefore recommend submitting a request via “My Requests”: It’s documented, and you can check the status there.
Is there an email address for customer service?
No. Customer service for the marketplace does not handle inquiries via email. Through “My Inquiries,” your request—along with all the details of your purchase—will be sent directly to the appropriate team.
How do I file a complaint?
You can only submit a complaint using the complaint form in your account; not by phone, email, or through a support request. For instructions on how to do this and the applicable deadlines, see the article on filing a complaint.
I'm not a customer yet. Who can I ask?
The article on registration explains the requirements and documents you need to register. Registration is free. If you have any further questions, please call us at +49 30 311 96 400; we can assist you in German and English.
Can't find your question here?
Submit a request in your CarOnSale account under “My Requests.” There, you can also see the status of your request.
