Please check the most common scenarios that users reach out for to get a quicker resolution. If your issue is not addressed with these user FAQs, feel free to contact us here
Please note that some circumstances may require that we redirect you to Zipcar for support including in the following scenarios:
- Issues with lock/unlock on your rental
- 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 contacting them at 1 (866)- 494-7227. An Uber representative will not be able to assist with these issues at this time.
Frequently Asked Questions:
How do I lock/unlock my car?
You can lock and unlock your Zipcar directly in the Uber app — no key or card needed:
- Open the Uber app → Rental Cars.
- Select your active reservation → Manage car.
- Tap Lock or Unlock.
- Make sure you have Bluetooth connection when using the lock/unlock feature.
If the car doesn’t respond after a few tries, call Zipcar Support at 1 (866)- 494-7227 for further assistance.
Bluetooth isn’t working
If the app can’t connect via Bluetooth to start or unlock the car:
- Move closer to the car and make sure your phone’s Bluetooth is turned on.
- Close and reopen the Uber app, then try again.
If it still won’t connect:
- Click here to chat with an Uber agent.
- 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:
- Take clear photos of the issue before starting your trip (you’ll be prompted in the app).
- 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:
- Make sure you’ve tapped Start trip in the Uber app.
- Check the dashboard for any messages (e.g., low fuel, dead battery).
- 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.
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.
- If you no longer wish to continue, Zipcar can help cancel and confirm any applicable refunds or credits.
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.