Can't book a vehicle or make payments in the app? The following questions may arise:
Why can't I book?
Why is my payment method blocked?
Why is SEPA blocked? Why is the payment via credit card blocked?
Why is my account restricted for a random user account review?
Why am I blocked from team bookings?
Why am I blocked from individual bookings?
When will my account be unlocked?
You can usually find the answer in the app.
Outstanding debts as the cause
Please first check in the app if there are any outstanding debts. If your user account is restricted due to outstanding debts, please settle these debts first. To do this, go to your profile and select "outstanding debts".
Driver's license validation not completed?
Please first check in the app if you are prompted to validate your driver's license. If so, follow the instructions in the app.
Mobile number validation not completed?
Please first check in the app if you are prompted to validate your mobile number. If so, follow the instructions in the app.
No payment method provided?
Please first check in the app if you are prompted to provide a payment method. If so, follow the instructions in the app.
How can my user account be unlocked?
Unlocking your user account requires manual intervention. Please contact customer service or the chatbot after settling the outstanding debts. If your user account is blocked despite no outstanding debts, please also contact customer service or the chatbot.