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 encounter an unexpected problem, please ensure you are stopped in a safe place, then phone our customer service team 24/7 so that we can handle the situation and avoid any unfortunate consequences for the following member (no call fees are charged for calls regarding a problem or an emergency).

If you require roadside assistance, the customer service agent will be able to help you arrange for this.

If your intention is simply to extend your reservation at the last minute, you can do so using the mobile app (or through your online account accessible from your branch’s website), unless the vehicle is not available for an extension. A call charge applies to extend your reservation over the phone.

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 none of these solved 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.

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.