My Getaround Connect car is malfunctioning

Please note

If you experience any issues with your car after the installation of Getaround Connect, please reach out to Getaround immediately, before bringing the car to a certified workshop approved by Getaround.

If you decide to have the car repaired without first informing Getaround, and without having exclusive confirmation that the Connect device has caused the issue, you will not receive any compensation for the repair.

Remember to set your car as unavailable in your calendar until the issue has been resolved, to avoid having to cancel any new bookings.

You can contact our Customer Support through our contact page.

Connect malfunction

If you suspect a malfunction on your Connect car, you can always check the information reported by the connect details(principal battery, starter battery, Ignition and Immobilizer) by going to your car page > Getaround connect > Car information.

Important: Please note that this information will not be available when the car is being used in an active rental.

If this does not help resolve the problem, below you will find the most common issues that may arise, and some troubleshooting steps you can take to try to solve the issue yourself.

Car doesn’t start

When you lock the car with the Getaround app, you always have to unlock the car with the app in order for you to be able to drive it again. If you only use the car key to open the car again the immobilizer will stay locked.

The Getaround Connect device is equipped with a car immobilizer technology that keeps your car from starting. This is in part to prevent the car from being stolen between rentals, as the car key is located inside the car. The immobilizer system is linked to the Getaround Connect central locking and unlocking feature.

To activate the immobilizer, lock the car with Getaround Connect. And unlock it to deactivate the immobilizer.

If your car is not starting, please check if the battery is drained, and recharge it if necessary. Remember to unlock the car again with the app after recharging the battery, before trying to start it.

Car does not have battery anymore

The Connect device is powered by the 12v battery. We recommend that you drive the car for 30 minutes at least once a week, so that the battery is not drained of power. If this happens, we will lose contact with the Connect device and you will no longer be able to use the open/lock function.

How to check my car’s battery?

You can easily check if your battery has enough power through your car page as mentioned above or by trying to unlock your car with the remote key, if it doesn’t work, it probably means your battery is drained. In this case please:

• Change or recharge your battery
• Unlock with the app
• Try to start the car

Car does not lock/unlock

The first thing to confirm is if the car was locked with the app or not. If the car wasn't locked with the app before, the next Driver won't be able to open it with the app. To confirm this, we have now added, as mentioned above, the immobilizer information to your Getaround connect page on your car listing. Here is how the immobilizer tag can be useful to solve the issue of the driver:

• Is the immobilizer active? This means, the car was closed with the app.
• Is the immobilizer inactive? The car is either in an active rental or the car wasn't closed with the app the last time it was locked.

If the car wasn't closed with the app the last time it was closed, we ask that you perform the following test on your car:

• Unlock the car with the car key
• Physically open all the doors and the car boot
• Physically close the doors and the car boot
• Lock with Getaround Connect through the app
• Try to open the doors physically (they should not open)
• Unlock with the app
• Try to open the doors (they should open)

If it still isn’t working, please check the car's battery. If the battery level is correct please contact us so that we can look further into the issue.

Car cannot be geolocated

Please note that you will not be able to geolocate your car while it’s in a rental.

Geolocation will not be available if your car is parked underground or in a low connectivity area.

In order for the drivers to find the car, please add precise access and return instructions and set the parking type as “Private” in your listing. That way the driver will see the listing address, instead of the erroneous Connect Device GPS location.

Fuel discrepancies

There might be discrepancies between the fuel read by the Connect device and the fuel gauge.

If the difference is under 15%, the device might be more precise than the human eye (especially when the tank is nearly full).

If you notice recurring fuel reading discrepancies, please contact us with specific examples. In some cases we might have to deactivate the automatic fuel reading as it can be incompatible to some cars. Do not worry, in this case the drivers will have to take a picture of the dashboard at the start and at the end of the rentals.

Mileage discrepancies

If you notice recurring mileage discrepancies, please send us a picture of the car's dashboard with the exact mileage of the car and the date and time of the picture in order for us to check the issue efficiently.

Other malfunctions

If the issue remains after you have followed the steps in this article, or if your problem is not related to the ones mentioned in this article, please reach out to Customer support through our contact page.