• How do I start my trip and get into the car?

  While you still have internet (WiFi or 4G/5G), open your booking and start the trip — this includes signing the rental agreement and taking a few photos of the car. Make sure Bluetooth is on. Then, when you're next to the car, download the digital key. Once you have the key you can unlock it with Bluetooth, with no internet needed at the car. Before you drive off, do a quick inspection and note any pre-existing damage in the app. If anything doesn't match, tell us before you leave the building.Few readers

• The car won't unlock or the app isn't working

  Run through these in order, which fixes the large majority of cases: check Bluetooth is turned on; refresh the app by swiping it closed and reopening, then try again next to the car; make sure the digital key has downloaded for this trip; and if you started the trip away from the car, get next to it and re-download the key. Still stuck? Message us — we can unlock the car remotely and refresh your key on our end.Few readers

• The digital key won't download or says vehicle not found

  If the digital key won’t download, or you’re seeing a “vehicle not found” message, please try the following steps: Make sure Bluetooth is turned on for your phone. Check that Bluetooth permissions are enabled for the app in your phone settings. Close and reopen the app, then refresh the booking. Stand near the vehicle and try downloading the key again. If it still doesn’t work after this, please reply here and our support crew will jump in to get it sorted for you.Few readers

• I can't change gears or the car won't go into drive

  Press the brake pedal, then use the power or drive button in the app to wake the car, and refresh the app if needed. If the gear option still won't appear, message us and we'll re-activate it on our end.Few readers

• I left something in the car

  If you're still onsite we can unlock the car remotely so you can grab it. If you've already left, we can have the item handed in to your building's reception or concierge and let you know when it's there. Alternatively, if our support crew is offline, you can make a short booking to get access to the car then message us to claim a refund on this.Few readers