Troubleshooting for any car issue:

 

  • - Check battery voltage 
  • - Gear on P
  • - Steering wheel is locked or not 
  • - Handbrake is released 
  • - Check the brake pedal if it is pressed
  • - All of those steps are while trying to move the car 
  • - Check fuel level 
  • - Check if the device is working or not by sending unlock orders to it
  • - Check any dashboard warning
  • - Failed Payment
  • Check if the car is immobilize or not

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How to troubleshoot unlock issues?

Common Unlock Errors and Solutions


If a customer reports that they are unable to unlock the car, review the following common scenarios and guide them through the appropriate fix.

1. “Get closer to the car”

  • The customer is beside the car, but the app shows this error.

  • Ask them to check and adjust their location settings:

    • Go to Phone Settings → Udrive App → Location → Allow all the time.

  • ? For Samsung devices:

    • Go to Settings → Apps → Udrive → Permissions → Location → Allow all the time.

    • Also ensure “Nearby Devices” permission is enabled.

2. “We’re having trouble processing your payment”

  • Ask the customer to contact their bank to verify the issue.

  • Possible reasons include:

    • Blocked or restricted card

    • Insufficient funds

    • Expired or invalid card

3. “Car is offline”

  • This usually occurs due to an IoT connectivity issue or low vehicle battery.

  • Advise the customer to book another car instead.

4. “Trip started but doors are still locked”

  • Possible causes:

    • IoT delay

    • Keys not placed inside the vehicle

  • Ask the customer to call Udrive support immediately at 800 837483.

  • The agent may attempt a remote unlock if the feature is available.

Escalation

If none of the above troubleshooting steps resolve the issue, escalate to the RSA Team for onsite assistance.


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What do I need to do if the car is not starting?

Basic Steps to Start the Car


1. Check Gear Position

  • Ensure the gear lever is in Park (P) for automatic cars.

2. Press the Brake Pedal

  • Keep your foot firmly pressed on the brake pedal.

3. Start the Engine

  • While pressing the brake, press the Start/Stop button (for push-start cars) or turn the key (for key ignition cars).

4. Check Steering Wheel Lock

  • If the steering wheel is locked, the car will not start.

  • Gently turn the steering wheel left and right while turning the key or pressing the start button to release the lock.

Escalation

If the issue persists after completing these steps, escalate to the RSA team for further assistance.