🔐 Problems unlocking or starting your trip
Here are some common causes and how to fix them:
📶 Connectivity issues
Restart Bluetooth, mobile data, and turn on and off airplane mode.
Make sure you're standing close to the vehicle.
Avoid areas with poor mobile signal.
Check that the Poppy app has location permissions enabled.
📱 App glitches
Close and reopen the app to refresh the connection.
Make sure your app is updated to the latest version.
📸 Identity check failed
If we ask for a selfie, make sure to take a clear picture to match your driver's license photo.
Without a valid match, your trip can’t start.
🔑 “Key not detected” error
Step out of the vehicle.
Pause your trip in the app, wait a moment, and then resume.
Try again while standing next to the vehicle.
You can try gently rocking the vehicle by giving it a little push (a bit unconventional, but it can help 😉).
🛑 Vehicle won’t drive?
Gear must be in ‘Drive’ (D) or ‘Park’ (P), depending on action.
Check if the electronic parking brake is disengaged (light above ‘P’ should not be orange).
Make sure the battery (for the ID3) or fuel tank isn’t empty.
Watch for dashboard warning lights and contact support if needed.
🧳 Can’t lock or end your trip?
If you can’t end the trip or the vehicle won’t lock, try this:
🚘 Gear in 'P' mode
For automatic vehicles, the gear lever must be in ‘P’ before locking.
📍 Inside Poppy zone
You can only end your trip in a Poppy zone (Antwerp or Brussels).
🪟 Doors and windows
Make sure everything is fully closed.
If you get a warning, reopen and close again securely.
🔑 Key in keyholder
For vehicles with a physical key (like Seat Arona or vans), make sure it’s placed in the keyholder.
🚧 Poor signal
Move the vehicle slightly and try again. Ending a trip in a poor signal area can cause issues.
🛑 Why your trip may be paused or stopped
Your trip can be automatically stopped or your account deactivated in these situations:
🕒 Driving longer than your pass
If you exceed the duration of your pass (e.g. driving 5 days with a 3-day pass), you’ll receive warnings but we may stop the trip for your safety and coverage.
🚨 Repeated dangerous driving
This includes speeding, harsh braking, or sharp turns.
You’ll receive warnings, but continued unsafe driving leads to trip termination and account deactivation.
💬 Still stuck? Contact us
If none of these steps help, don’t worry, we’ve got you.
Use the in-app live chat for quick help.
Or call the number provided in the app.
⚠️ Important: If you don’t report the issue and extra costs occur (like the trip not ending properly), you will be held responsible. Always reach out if something doesn’t feel right.