Help With Pickup

Please note that the following scenarios may require reaching out to Zipcar directly:

• Issues with lock/unlock on your rental beyond basic troubleshooting
• Issues with a damaged/dirty car
• Mechanical Issues/car won’t start

If you are experiencing one of the above scenarios, please contact Zipcar directly by calling 1 (866)- 494-7227. An Uber representative will not be able to assist with these issues at this time. You can also chat with Zipcar here by selecting the chat icon in the bottom right hand corner of the webpage.

How do I lock/unlock my car?

You can lock and unlock your Zipcar directly in the Uber app — no key or card needed:

1. Make sure that the Bluetooth is activated and that the Uber app is allowed to access the bluetooth functionality in your application settings.
2. Head towards your pick up location.
3. Open the Uber app → Rental Cars.
4. Click on your reservation details through the upcoming reservation screen under “Manage reservation”
5. Tap “Start Trip” and follow the checklist to capture a few photos from different angles and document the car’s condition.
   
6. Starting your trip will unlock the car doors. During the trip, you can lock or unlock the car at any time using the lock and unlock buttons in the app.

If the car doesn’t respond after a few tries, call Zipcar Support 1 (866)- 494-7227 for further assistance. You can also chat with Zipcar here by selecting the chat icon in the bottom right hand corner of the webpage.

Bluetooth isn’t working

If the app can’t connect via Bluetooth to start or unlock the car:

1. Move closer to the car and make sure your phone’s Bluetooth is turned on.
2. Close and reopen the Uber app, then try again.

If you’re locked out or unable to start your trip, call Zipcar Support at 1 (866)- 494-7227 for immediate help.

My car is damaged or dirty

If your Zipcar has visible damage, is dirty, or has low fuel when you arrive:

• Start the trip and then take clear photos of the issue (you’ll be prompted in the app to confirm the car’s condition).
• Report the issue during the pickup photo checklist if possible.
• If the damage looks unsafe to drive or prevents you from using the car:

Call Zipcar Support at 1 (866)- 494-7227 immediately for guidance or to request a replacement.

There is a mechanical issue / My car won’t start

If your Zipcar won’t start or has a mechanical issue:

1. Make sure you’ve tapped Start trip in the Uber app.
2. Check the dashboard for any messages (e.g., low fuel, dead battery).
3. Try locking and unlocking the car in the app once more.

If the car still won’t start:

• Call Zipcar Support immediately at 1 (866)- 494-7227 — they can troubleshoot or arrange help.
• If it’s unsafe or you’re stranded, call emergency services first.

I’m having trouble adding pickup photos

If you’re unable to upload the required pickup photos in the app:

• Check that you have a strong cell signal or Wi-Fi.
• Ensure the Uber app has permission to use your camera/photos (check phone settings).
• Try closing and reopening the app or retaking the photos in better lighting.

If you still can’t upload photos, please contact Zipcar support at 1 (866)- 494-7227. You can also chat with Zipcar here by selecting the chat icon in the bottom right hand corner of the webpage.

My reservation was cancelled/I don’t want the new car

Occasionally, Zipcar may cancel or move your reservation if the original vehicle becomes unavailable (for example, due to damage, maintenance needs, or the previous renter not returning it on time). When this happens, Zipcar will try to rebook you into a comparable vehicle nearby.

If your reservation has been moved or cancelled and the replacement car is too far or doesn’t work for you, you can check your updated reservation details in the Uber app for the new car and pickup location.

If the replacement doesn’t meet your needs, call Zipcar Support at 1 (866)- 494-7227 to request another option or to cancel without penalty.

Uber agents can’t override Zipcar’s vehicle substitutions, but Zipcar Support can help find alternatives or cancel the trip. We recommend calling them at 1 (866)- 494-7227.