Vehicle Access Problems and Other Issues (FLEX)

If the FLEX car you’ve blocked doesn’t appear at the location indicated on the app, there could be some GPS interference preventing the location from updating accurately. This may occur more frequently in areas with tall buildings. The car should not be far from its location on the map, so please check the general area. If you still cannot locate the vehicle, contact us for assistance.

If the mobile app isn’t allowing to you to unlock the car, try refreshing the app, or logging out and back in if needed.

The issue could be due to a temporary communication issue between our system and the vehicle.

If you have a key fob (or compatible RFID card) on hand (see “How do I start my trip with a vehicle I blocked, or spotted on the street?”), try unlocking the vehicle with your fob.

If you still can’t open the vehicle, please call us so we can diagnose the issue.

If you are having trouble using your key fob (or compatible RFID card) to unlock the FLEX vehicle (see “How do I start my trip with a vehicle I blocked, or spotted on the street?”), there are a couple of things that might be the reason.

Did you block the vehicle in advance?

If you did not block the vehicle in advance, it may simply not be available. You will know if the vehicle is available by looking at the card reader:

• a green flashing LED, the car is available
• a red flashing LED, the car is already being used by another member
• both green and red LEDs flashing, the car has been blocked for use by another member (that member could be you, if you already blocked the car)

In addition, the system may need about 10 seconds to wake up before it can provide a response, or it’s possible there was a communication error. Try fobbing in again if needed.

If you did block the vehicle in advance

There may be a communication issue between the vehicle and our system. Try fobbing in again.

If the FLEX vehicle you are trying to access is in Toronto, Halifax, Calgary or Edmonton, you can try to access it via the mobile app, just click on “Start trip” in your current reservation.

If you still can’t open the vehicle, please call us so we can diagnose the issue.

At the end of your trip, the simplest and most reliable way to end your trip is by using the Communauto app.

It is not enough to simply close the doors or lock them from the inside using the buttons

You can also end a trip by tapping RFID key fob or equivalent on the reader, but this only works if you used this method to start your trip.

If you are still having trouble ending your trip, here are some options you can try:

• If you used an RFID key fob or equivalent to start the trip and you can’t end it the same way, use the app instead to end it. This will most likely resolve the issue.
• If you used the Communauto app to start the trip, it is normal that you cannot end it using an RFID key fob or equivalent.
• Check that you are inside the boundaries of the FLEX zone or at a FLEX drop-off point. An indicator light near the steering wheel will illuminate if you are outside of the zone.

If the situation persists or if you are unable to use the app, contact us.

Other possible problems and solutions:

Interference from a nearby wi-fi signal:
If you are trying to end a trip close to your home, your phone might be connecting to your home’s wi-fi network. If this connection is weak, it could prevent you from ending your trip. To get around this, simply turn off your phone’s wi-fi connection temporarily.

Technical problem:
If the end of your trip coincides with the announcement that a technical problem is disrupting the service, click on the “Learn more” link in the banner displayed in the app. Follow the instructions to find out how to complete the trip under the circumstances.