Frequently Asked Questions
The Co Wheels service is an easy to join, easy to book, and easy to use car rental community.
Having an app and an online booking service enables our car club drivers to have the flexibility of a no hassle car rental service without the need for visiting depots and showing documentation as it's all done in advance.
However we do understand there may be times when members need some simple help on how to use the vehicles so our help library gives members access to a selection of easy to watch short videos and more detailed written instructions to help with booking, using cars, pricing and billing, and using Electric Vehicles.
The page includes FAQs and helpful videos to help with booking, using cars, pricing and billing, using Electric Vehicles and other issues:
Joining
- What is the member joining criteria and driver eligibility?
- What if I have more than six points on my licence?
- What are your terms and conditions?
- Do I need my own insurance?
- What does the insurance cover and am I eligible for your insurance?
- What is driving credit?
- How do I apply with a promotional offer?
- How long does the member application process take?
- Can I join with a Non-UK driving licence?
- My driver profile has been rejected with "authentication unsuccessful" message
- Why is my account 'pending verification' and how long will it take to be verified?
- What are the rules of membership?
Making changes to your account
Booking
- I am trying to book but am receiving an "Asset Conflicts" error message
- Can I extend a booking?
- Can I return the vehicle early?
- Can I cancel or amend my booking?
- What if my booking is cancelled?
- How to make a booking via Co Wheels App
- Can I pick my vehicle up in one location & return it to another?
- Are there any additional charges?
VIDEO: Booking via the Co Wheels app
Using the cars
- Can I take my pet in the vehicle?
- Is there anything I'm not allowed to do in the vehicle?
- Can I take the vehicles anywhere?
- Can someone else drive during my booking?
- Where are the keys?
- I've lost my Smartcard and have a booking!
- Do I have to pay for toll roads and congestion charges?
- How do your new Zone cars work?
- I need to refuel the car but the Allstar card isn't working at the service station
- There is no Allstar fuel card in the car to refuel, what should I do?
Problem with the vehicle when you get to it/return it
- I've arrived at the car and it's damaged, what do I do?
- I've arrived at the vehicle and it is dirty, what do I do?
- What should I do if I get to the vehicle and it has a parking ticket?
- What if the vehicle isn't there when I've booked it?
- I've returned the car to the bay but someone else is parked there, what should I do?
- Locking problems / the car won't lock or unlock with the smartcard
- What is your complaints procedure?
VIDEO: Unlocking and opening a petrol or diesel Co Wheels car
VIDEO: Finding the key when using a petrol or diesel car
VIDEO: Logging out issues with card
VIDEO: How to end a booking
Refuelling
- How do I refuel?
- There is no fuel card in the car, what should I do?
- Can I use E10 in the vehicles?
- I need to refuel the car but the Allstar card isn't working at the service station
Electric Cars
- What if I need to re-charge an Electric Vehicle?
- Charging cars in Orkney (ReFLEX)
- How to put the electric vehicle on charge / how to take the electric vehicle off charge
- Are there any additional charges for charging an electric car?
- Tips for charging an electric car
- My MG ZS won't charge
- The Charge Your Car Network card isn't working
VIDEO: Unlocking an MG4 and starting the car
VIDEO: Returning an MG4 back on charge
VIDEO: Returning an MG ZS EV back on to charge
VIDEO: Using a rapid charger with the MG ZS
VIDEO: Unlocking a Renault Zoe car, taking cable from chargepost and driving away
VIDEO: Returning a Renault Zoe car back on to charge
VIDEO: Driving away the BMW i3 EV
After your booking
- I've received a Penalty Charge Notice, what do I do?
- How do I view my invoices and transactions?
- How do I generate an invoice?
- What if I want to cancel my membership?
- When is my card charged?
- Charges if a vehicle is returned in a poor condition
Password Issues / Account issues