Frequently Asked Questions - FAQ

To reset your password, tap "Forgot my password" on the login screen and follow the instructions sent to your registered email. If you don't receive the email, check your spam folder or contact our support team.

No — phone, email, and random keys all work too. We prefer CPF keys because they help verify your identity and prevent fraud, ensuring payments go to the right person.

Trip validation can take up to 24 hours. You can check its status on your profile page in the app. If a trip stays in validation for an extended period, it means Emilha (our AI) had trouble collecting evidence for that trip — reach out to our team on WhatsApp.

Your trip may have been rejected due to inconsistencies in the information provided or because it didn't meet the established sustainability criteria. Check the details on our tutorials page.

To log a fuel-up, go to the "My Vehicles" section, then tap "Add Fuel-Up" in the app. Upload a screenshot of your receipt (date, quantity, and ethanol certification). See our tutorials for more details.

After registering your electric or flex vehicle, it will go through a validation process that can take up to 48 hours. Once approved, you can start logging trips and earning Ecomilhas.

The Green Card plan is a subscription that offers exclusive perks for users who commute sustainably. To subscribe, open the app, head to the Subscriptions section, choose the Green Card plan, and follow the payment instructions.

After redeeming, your PIX is processed within 24 business hours into your in-app wallet. We process full redemption payouts on the 10th of each month, with up to 5 business days for the transfer to reach your PIX-linked bank account.

The Green Card unlocks PIX redemptions, an exclusive perk for subscribers. It also gets you free entry into select Grand Prix events.

To redeem rewards, tap the "Rewards" icon in the app, pick the reward you want, and follow the instructions to complete your redemption.

The shop restocks automatically between the 10th and 15th of each month. Our partners have that window to add new rewards. If a partner doesn't restock, it means they've hit their contracted redemption quota — the item will then show as "sold out" in the app.

If you redeemed a gift card and haven't received it, check your email's Promotions or Spam tab, as well as the Notifications section in the app. If you still can't find it, contact our support team.

Fill out this form and our sales team will get in touch:

If the "Export Trips" button isn't working on your account dashboard, contact us directly at contato@ecomilhas.app

After logging into the business dashboard with your corporate credentials, click on CO2 REDUCTION > Manage Rewards.

Only users with Administrator privileges can access the dashboard. Contact the Ecomilhas team to request dedicated access for the staff responsible for managing the dashboard.

To request a company link, your employer needs to have signed up for our rewards-based decarbonization program. Email contato@ecomilhas.app for more details.

Your company will set up a custom rewards shop in your app, giving you exclusive access to special redemptions tied to the decarbonization campaign through internal communications.