If a shared vehicle is missing, won’t unlock, or looks damaged, don’t force access or start a trip you’re unsure is safe. First check the booking and the operator’s instructions; then document the problem, contact support, and ask what to do about a replacement, cancellation, or any charge.
What to do first
- Check the ride or reservation status. Confirm that it is active, that you are at the correct pickup point, and that the app shows the vehicle you intend to use. Read any on-screen instructions before trying again.
- Use only the operator’s stated access steps. App, Bluetooth, card or fob, contactless tap, and dock systems differ. Don’t force a door, tamper with a lock, or try to bypass the access system.
- Stop if the vehicle may be unsafe. Don’t drive or ride it until the operator advises you what to do if you see damage or a fault that could affect safe operation.
- Record and report the problem. Take clear photos where relevant, note the time and location, and include the vehicle identifier when contacting support.
- Ask support about next steps. Depending on the service and circumstances, ask whether it can locate or substitute the vehicle, move the reservation, cancel it, or review a charge. These remedies are not universal.
If the app won’t unlock the vehicle
Follow the provider’s troubleshooting instructions
Check that the app is showing the correct vehicle and that the reservation is active. Then follow the service’s own connection or access steps. For example, SIXT share’s guidance says to enable mobile data and Bluetooth and disconnect from Wi-Fi for its app unlock; if that does not work, contact customer service. Communauto FLEX’s instructions suggest refreshing the app or logging out and back in, and describe alternate key-fob or contactless access in some cases.
Those are provider-specific examples, not universal fixes. Use only an alternate access method your operator supports. If its stated steps fail, stop retrying and contact support through the app or the operator’s official support channel.
When the reservation exists but the vehicle is inaccessible
Tell support where you are, identify the vehicle or reservation, and explain what you tried. Ask whether the operator can move the reservation, locate the vehicle, offer another one, or cancel it. In the situation described on its vehicle access FAQ, Communauto says its team can help move a reservation or cancel the trip without cost. That is a Communauto-specific remedy, not a general promise for other services.
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If the car or bike is missing
Confirm that you are at the pickup location shown in your reservation, then contact the operator promptly. Give support the reservation details and location, and ask it to locate the vehicle or explain the available alternative. For Canadian Enterprise CarShare members, the mobile-app FAQ says to call if a car is not at its pickup location; support can locate it or switch the reservation. Other providers may have different procedures, cancellation rules, or fees.
If the vehicle is damaged or has a fault
Decide whether it is safe to use
Check the vehicle before setting off. If damage or a fault could affect safe operation, don’t start or continue the trip while you wait for the operator’s instructions. A cosmetic-looking mark does not establish that a vehicle is safe; report anything concerning rather than guessing.
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Document the condition and report it
Take clear photos and report the issue through the app if that option is available. Include the vehicle number, location, and a short description. Enterprise’s U.S. membership policies instruct members to report damage or vehicle issues before driving. Zipcar’s pickup guidance, published through Uber Help, asks for photos and a report, and says to contact support if damage makes the vehicle unsafe or unusable.
If a shared bike won’t release from its dock
The problem may be with the bike, the dock, or the rental state in the app. Follow the bike-share operator’s instructions rather than repeatedly pulling or forcing the bike. Capital Bikeshare’s unlock help says a red dock light signals that maintenance is needed, suggests trying another dock for a dock issue, and notes that an open rental can prevent starting another bike rental. Use another bike or dock only as the operator directs, and check the app to see whether a rental is already open.
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If the problem affects a charge or trip status
Check the app to establish whether the ride or reservation actually started or ended. Save the relevant photos, timestamps, vehicle identifier, and support messages. Ask the provider to review the charge or adjust the bill; don’t assume an adjustment is automatic. Communauto’s vehicle access FAQ says members may need to contact it afterward to request an adjustment in the described situation. Refunds, cancellation charges, and billing reviews depend on the provider’s current local terms.
If a fault happens during an active car trip
Move to a safe place if you can do so safely, then follow the provider’s emergency or roadside-assistance instructions. Tell support the vehicle’s location and what happened. Enterprise CarShare’s Canadian FAQ says to call for its roadside assistance for a breakdown or flat tire; its applicable coverage, fees, and dispatch rules depend on service terms. Do not rely on another provider’s roadside procedure for your own trip.
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What to have ready when you contact support
- Your reservation or ride details and the vehicle identifier.
- Your location and the time the problem occurred.
- A brief description of what happened and which operator-approved steps you tried.
- Photos of damage, the vehicle, or the dock when relevant.
- A clear question about the next step: access help, a different vehicle, a moved or cancelled reservation, roadside assistance, or a charge review.
Support routes, operating zones, app screens, and policies can change. Check the live app and the operator’s official local guidance for current instructions; this practical advice does not replace emergency directions or applicable legal requirements.
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