🚫 Connection issues
Your phone needs a stable connection to the car. Here’s how to fix it:
Restart your Bluetooth and mobile data.
Make sure you’re standing close to the car when using the app.
Check that the app has the right permissions, especially location access.
📸 Identity check failed
From time to time, we’ll ask you to take a selfie to confirm your identity. This helps us keep things safe for everyone.
If your selfie doesn’t match the photo on your driver's license, your trip won’t continue.
🕒 Trip too long without a valid pass
If you’re driving for more than two days without an active pass, your account might be deactivated.
This can happen, for example, if you bought a 3-day pass but you’ve been on the road for 5 days.
After several warnings, we’ll stop the trip to prevent misuse or driving without valid coverage.
🚧 Dangerous driving
Your account can be paused if we detect repeated unsafe driving, like:
Speeding multiple times
Sudden braking
Sharp or aggressive turns
You’ll get warnings first. If the behavior continues, we’ll end your trip to protect you and others on the road.
🛠 Need help?
If any of this happens during your trip, contact us right away.
Use the in-app live chat or call the number in the app. We’ll help you as quickly as possible.
⚠️ Tips to avoid issues
See the message “Key not detected”? Step out of the car, pause your trip in the app, then resume it.
Try not to park in areas with poor cell signal—this can interrupt the app’s connection to the car.