Vehicle Access Problems and Other Issues

If the vehicle you reserved is not at the station at the start of your reservation, you can try the following:

• View your reservation details in the app to double-check the time, location, and car number for your trip.
• Check the car’s real-time location in the app. If the last member released the car at a different location (e.g., if the usual parking space was occupied) you can use the map on the app to navigate to the car’s exact location.

If none of these solved the issue, please call our hotline. Our customer service team can assist by contacting the previous member or moving your reservation to a nearby vehicle.

Viewing car location before the start of your trip

10 minutes before the start of a reservation, it is usually possible to see your reserved vehicle’s location on the app. However, you must wait for the start of your reservation before accessing the car.

Still don’t see the vehicle on the app?

Don’t worry just yet! This might be because the previous user has not yet released it (if they are returning at the last minute). The vehicle will also not be visible if it is in a non-communicating station (generally underground). Learn more.

If you cannot unlock the vehicle using the app, you can try the following:

• View your reservation details in the app to double check the time, location, and car number for your trip.
• Check that you have a good cellular signal on your phone.
• Close and reopen the app.
• If you have one, try using your RFID key fob or equivalent instead of the mobile app to access the vehicle.

If you don’t have a key fob (or equivalent):

You may be able to “wake up” the vehicle using a credit card with tap capability or a smartphone that is set up for contactless payment (e.g. Apple Pay).

Here’s how:

• Click on Start Trip in the app as usual
• Tap your credit card or smartphone on the reader. If using your phone, follow your usual steps for activating contactless payment.
• The lights will flash green and red, indicating that the vehicle is communicating.
• At the end of your trip, click End Trip in the app as usual, and if the vehicle is still communicating it will lock.

If none of these resolve the issue, please contact us. Our customer service team can assist by contacting the previous member or moving your reservation to a nearby vehicle.

If you cannot unlock the vehicle at the start of your reservation using your RFID key fob or equivalent you can try the following:

• View your reservation details in the app to double check the time, location, and car number for your trip.
• After two unsuccessful attempts, wait 30 seconds before trying your RFID key fob or equivalent again. Repeated attempts may cause further delays.
• Try using the Communauto app on your phone to start the trip.

If none of these solved the issue, please contact us. Our customer service team can assist by contacting the previous member or moving your reservation onto a nearby vehicle.

If you can’t access the station location where you started your trip, check the station information in the app by clicking on the station name. This may include information on whether it is suitable to park in another space in the lot or on a nearby street. In any case, please respect signage and avoid parking somewhere where the car might be towed.

If you can park close enough to be in view of the original space, there is no need to contact us. The next member will see the car location in the app at the start of their trip.

If you need to park farther away, or in a location that might have parking restrictions (even at a later time) please contact us so we can notify the next user or move the vehicle to avoid a ticket or towing.

Please note: If you fail to return the vehicle to its station without contacting us, you could be responsible for vehicle abandonment fees. See Appendix – Penalties and other fees.

As soon as you realize that you won’t be able to return the vehicle on time, check the app to see if you can extend your reservation. If the vehicle is available for the additional time you need, this is the easiest way to adjust your trip.

If that’s not the case, call us immediately so our team can try to resolve the situation. Contacting us right away will help us minimize the impact on the next users.

Please note that fees apply for extending a reservation by phone and for returning a vehicle late. See Appendix – Penalties and Other Fees for details.

If you encounter a problem with the vehicle, please pull over to a safe location and contact our customer service team immediately.

There are no charges for calls related to vehicle problems or emergencies.

If you need roadside assistance, our team will arrange it for you. In such cases, you’ll usually be asked to remain at the location while waiting for help, just as you would with your own vehicle.

If it’s not an emergency and you simply need to extend your reservation, see: What should I do if I’m going to be late returning the vehicle?

If the vehicle does not lock as it should:

• Make sure you are in the right place (back at the station or within the limits of the station zone, if applicable)

• Check if any accessory is missing in key/card holder in the glove compartment and that all doors (including the rear hatch, if applicable) are properly closed.

• If you used the app to start the trip and cannot end it the same way, use your RFID key or equivalent to lock the doors, or vice versa.

If you started the trip with your RFID key or equivalent instead of using the app, make sure to use the same key you used at the start to end it.

If the situation persists, contact us.

Important note for members using an RFID key fob (or equivalent) instead of the app to lock the doors at the end of a trip:

Locking the doors in this way will secure the vehicle, but this does not release the vehicle and make it available to other users.

If you are close to the end of your reservation, this might not make a difference. Otherwise, it is better to return to the app to release the vehicle. If you return a vehicle several days earlier than planned, it is very important to release it properly. You will be responsible for the cost of the additional days if you do not release the vehicle. This can be done later, even if you are not near the vehicle.

Please contact us if you find yourself in this situation, if the problem persists, and if you are unable to release the vehicle.

See also:

If I lock the doors with my RFID key or equivalent, why doesn’t this “release” a station-based vehicle?

We make every effort to ensure that the car you reserved is ready for you at the time and location you specified when booking your trip. Sometimes, however, circumstances require us to make a change: a car might have been in an accident, or the previous member might be late returning it.

If the car you booked is no longer available, we will try to move your reservation to an equivalent vehicle, for the same time, at the closest possible station to the one you selected. This information will be communicated to you by email and often by phone as well.