FAQ

FAQ Topics

• General

What is car sharing?
Car sharing is a membership based program where, once you join, you can rent a vehicle 24/7. Members can rent a vehicle for an hour, a day, or overnight.
how does car sharing work
How does it work?
Pick Up
When you've arrived at your reserved vehicle and you're ready to start your trip, follow the steps below. 
 
1. UNLOCK the vehicle. 
Select “Unlock” on your mobile app. The doors will unlock. Enable Bluetooth for the fastest, and most reliable connection to your vehicle.
 
2. COMPLETE the checklist and select "Start Trip" to begin driving. 
This includes checking for interior and exterior damage.
 
3. REMOVE KEY from the holder inside the glove box. 
The keys are attached to a circular fob, remove them from the holder inside of the glove box. Now, you can turn on the ignition.
 
4. TAKE KEYS with you: 
When you reach a destination, take the keys with you. During your trip use the keys to lock and unlock, just like you would a normal vehicle. 
Return
When you're ready to lock and secure the vehicle, follow the steps below. You will no longer be able to access the vehicle once you've ended your trip in the mobile app.
 
1. RETURN the vehicle. 
When you return to your reserved location, turn off the ignition.
 
2. RETURN KEY to the holder inside the glove box. 
Insert the circular fob into the holder inside the glove box.
 
3. EXIT the vehicle. 
Shut all doors but DO NOT manually lock them. Select “Lock & End Trip” on your mobile app. You’ll know you’ve successfully ended your trip when the doors lock.
 
4. SELECT "Lock & End Trip" on your mobile app. 
Our dynamic checklist ensures you've secured the vehicle and ended your trip properly.
What are CarShare Best Practices?
Six Rules to Remember:
1. Take 5 Before You Drive
Report prior damage to Member Services before you drive. You won’t be held responsible.
2. Keep it clean.
Remove all of your trash and personal belongings before ending your reservation.
3. No Smoking.
Smoking in the vehicle is not allowed.
4. Keep your pets safely secured.
Pets are required to be crated at all times while in the vehicle. Please return the vehicle free of pet hair.
5. Fill the fuel tank.
Always leave ¼ tank of fuel in the vehicle before ending your reservation.
6. Return on time.
To avoid extra charges and to be considerate to other members, please return the vehicle on time.
What types of vehicles are available?
Enterprise has the world’s largest and most diverse fleet of vehicles. When you rent from Enterprise CarShare, you can choose from a variety of newer models and well-maintained vehicles that best fit your business' needs. We offer a large and diverse fleet, including fuel-efficient sedans, SUVs, pickup trucks, electric and hybrid models.
Where is CarShare available?
We operate in the US, Canada & UK. Locations & availability will vary by market.
where are the vehicles, locations
Do you have a mobile app?
Yes! Use our mobile app to manage your trip from start to finish! You can download our mobile app for free from the App Store or Google Play.
Once you log-in to the app, you’ll enjoy the following:
• Automatic geolocation to find vehicles closest to you
• Create, modify, or cancel reservations in just a few clicks
• Unlock the vehicle and end your trip with the click of a button
• View current rental or extend your reservation
• Upload gas receipts on-the-go
Do you have a mobile app

• Join

I applied. Where is my member ID?
After submitting your application, you should expect an approval email or additional follow up steps within 1-2 business days. (International applicants may take longer to get approved.)  
When your membership is approved, we will send you your membership ID at the email address you applied with.  Once you have that you can login and manage your trips!
What is the minimum age to rent?
Age requirements will vary by city, program and requirements by law. 

• Reserve

Do you have a mobile app?
Yes! Use our mobile app to manage your trip from start to finish! You can download our mobile app for free from the App Store or Google Play.
Once you log-in to the app, you’ll enjoy the following:
- Automatic geolocation to find vehicles closest to you
- Create, modify, or cancel reservations in just a few clicks
- Unlock the vehicle and end your trip with the click of a button
- View current rental or extend your reservation
- Upload gas receipts on-the-go
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How do I make a reservation?
Use your member ID and personally selected password to log in online via your desktop or mobile device. Select the time you need and search for vehicles in your desired area.  Reserve and use 24/7 with an hour minimum, with as little notice as you like.  You’ll receive a confirmation email with details and directions to the vehicle. 
What type of car can I reserve?
Vehicle classes vary based on your program. We have an assortment of vehicles ranging in class from economy to luxury.
How long can I book a reservation for?
Reservations can be as short as one hour. Maximum reservation length is typically seven days, but can vary based on your program. If you need a car longer than seven days, give us a call and we’ll do our best to accommodate your driving needs.
What is the reservation cancellation policy?
To maximize availability for all members, we ask for at least three hours’ notice when canceling your reserved time. If you cancel with less than three hours’ notice, you will be billed for the first three hours of your reservation, or the cost of your reservation, whichever is less. If you do not cancel your reservation and do not drive, you will be billed for the full estimated cost of your reservation.
Can I drive out of state?
Yes. Please refer to the Terms and Conditions for driving guidelines.

• Unlock & Go

How do I unlock the vehicle?
When you arrive at your reserved vehicle, select “Unlock & Drive” on your mobile app. The doors will unlock. Enable Bluetooth for the fastest and most reliable connection to your vehicle.
 
COMPLETE the checklist and select "Start Trip" to begin driving. This includes checking for interior and exterior damage.
 
The keys will be inside in the vehicle. Now you're ready to roll!
 
Why won’t the Mobile App unlock the vehicle?
Try refreshing and restarting the mobile app. If you are experiencing problems unlocking the vehicle for your reservation, please call Member Services for assistance.  
Who can drive the cars?
Only you or another driver approved on your Enterprise CarShare account can drive the vehicle during your reservation.
Who is responsible for filling the gas tank?
One of the responsibilities of membership is to refill the gas tank prior to returning your vehicle. Fuel policies vary by program. Confirm you understand your program’s expectations & how to fuel prior to renting. Contact Us if you have questions.  

If there are EHI fuel cards provided in the vehicle, the car can be refueled at any one of 160,000 gas stations that display the Wright Express logo. 



fuel, gas
How do I refuel the vehicle?
When you pull into a gas station, retrieve the fuel card and swipe the card like you would any credit card at the pump. When prompted, enter the vehicle mileage from the odometer and the unique 6-digit fuel PIN. Fill the tank with regular unleaded gasoline and then return the fuel card where you found it. Please contact us with any questions, while still at the pump.
I don't know my PIN. What do I do?
Check your messages in the mobile app to find your PIN when using an Enterprise CarShare branded fuel card. If you have any issues using our fuel cards, please contact Member Services and we will troubleshoot and work to resolve the issue. In the unlikely event you need to purchase fuel on your personal credit card, you can upload your fuel receipt via our mobile app to be reimbursed.
Please note that the receipt must be final and include the date and gallons purchased. Fuel reimbursements must be requested using the Fuel Reimbursement Form on the desktop site or the mobile app within 30 days of purchase.
Are pets allowed in the vehicles?
Pets are required to be crated at all times while in the vehicle.  (Service animals used by members or passengers with disabilities are allowed in the vehicle without a carrier.) Please return the vehicle free of pet hair. Pet hair on the seats may result in a cleaning fee.
Can I smoke in a car?
No—there is a fine for smoking in our vehicles.
Am I responsible for cleaning the vehicle?
Members are responsible for picking up trash and taking personal belongings upon exiting the vehicle.  If you find the vehicle in less than acceptable condition at the start of your reservation, call Member Services immediately. Be sure to leave the vehicle in good condition for the next member. If the member using the vehicle after you reports that the vehicle was left in an unacceptable condition, it could result in a fee or affect your membership status.
What happens if the vehicle breaks down during the reservation?
In the event of a breakdown, flat tire or other problem, call us immediately so we can dispatch our 24-hour roadside assistance.
How do I use my Mobile App to start and end my trip?
Arrive at your vehicle no more than 5 minutes prior to your reservation start time. Select “Unlock and go” to access the vehicle. (Don’t forget to accept Bluetooth permissions when prompted). Then, review the checklist and select “Start My Trip” to begin driving. Use the ignition key to lock and unlock the vehicle throughout your reservation.
 
End of Trip Experience: To end your trip, return the keys to the key holder, exit the vehicle, close the doors but do not manually lock them, and select “lock and end trip” in the mobile app. Our new dynamic checklist ensures you’ve secured the vehicle and ended your trip properly. 
You will no longer be able to access the vehicle once you’ve ended your trip.

• Return

How do I end my reservation?
Return the vehicle to its designated parking space. Please remember to leave the vehicle ready for the next member:
• Clean up any trash or spills, return seats to upright position, remove keys from ignition (if applicable), and turn off the lights and engine. 
• Take all your personal belongings. Don’t forget your stuff! 
 
End of Trip Experience:
• Turn off the vehicle.
• Return the circular fob on the ignition key to the glovebox keyholder. 
• Exit the vehicle, close the doors but do not manually lock them. 
• Select “Lock & End Trip” in the mobile app. 
• Our new dynamic checklist ensures you’ve secured the vehicle and ended your trip properly. 
• You will no longer be able to access the vehicle once you’ve ended your trip.
 
Please note: Simply returning the car to its designated parking space will not notify us that the car has been returned—you must also complete the steps above to ensure your reservations ends, or late fees may apply. 
What if I am running late bringing the vehicle back?
If you know you're going to be late, please attempt to extend it yourself or contact us by phone before the end of your reserved time. If there's no reservation right after yours, we can extend your reservation without a problem. If your extension or late return delays another member who has reserved the vehicle you are driving, an inconvenience fee may also apply.
What happens when I return the vehicle and there is an unauthorized vehicle in the reserved parking area?
Contact us immediately so we can make arrangements to remove the unauthorized vehicle and give you directions on where to park.  We may ask you to find another parking space close by and provide location details to us so we can move the vehicle or direct the next member to the car.
How can I retrieve personal belongings I left in the car?
Always check the vehicle before exiting to ensure you have all of your belongings and that the vehicle is clean and fueled. If you do leave behind an item, contact Member Services for temporary access to the car as long as it isn’t on reservation with another member. Please be aware that Enterprise is not responsible for any personal belongings left behind. 

• Driver's License Validation

Are instructional permits or temporary licenses permitted?
Instructional permits, such as learners permits or provisional, probationary and junior licenses, are not accepted. Some locations do not accept temporary licenses. Please wait to receive your permanent license before applying for a membership.
permit, learner, temp, temporary, provisional, probation, junior
Is my international driver’s license permitted?
Yes. If you have an international driver’s license you will be required to validate it in person, which, includes verifying expiration and photo. Bring your driver’s license, plus your International Driver’s Permit if the license is in a language other than English. Some locations may require additional information, including address verification and a second form of government-issued identification. Please call the location prior to your arrival for details on what to bring.
international, country, passport, license, IDP, requirements, required
I am validating my driver’s license at an authorized Enterprise location. What do I bring?
Please bring a valid, unexpired government-issued driver's license which includes your photograph. Photocopies are not accepted.
 
If you have an international or temporary driver’s license, additional information, including address verification and a second form of government-issued identification may be required. Some locations do not accept temporary licenses – please call prior to your arrival.
validate, license, international, passport, IDP, requirements, required
I am required to validate my license in person, but I can’t get to an authorized location. What do I do?
Some locations may provide alternate or expedited options for license validation. Contact Member Services for assistance and options available.
validate, license, location, office
I just applied and will validate my license in person. Can I pick up my membership materials at the same time?
We’d love to help and may be able to accommodate this in some locations! Typically in major cities. Contact Us for more information on these locations.
If the location is equipped to provide these materials, you’ll need to bring along the following to receive your membership card: 
• The credit card you provided on your application
• Proof of current address (ex. a recent utility bill) is required If your license does not reflect your current address provided on your application
validate, license, membership card, member card, office
I’m already a member and you contacted me to validate my current license. Why?
As part of your CarShare membership, Enterprise needs to see you and your driver’s license, either by photo or in person, annually (even if your license is not expiring) and prior to its expiration. Your license needs to be reviewed by the due date provided to avoid interruption of your membership.
validate, license, review, annual, expired
My license is due for an annual review, but I have a temporary license because I just renewed it. Can I use it?
Sometimes, because it depends on your location. We recommend that you wait for your permanent license if possible. If you are waiting for your permanent photo license and must validate a temporary/paper license, please keep in mind:
• Some locations do not accept temporary licenses - please call prior to your arrival
• Temporary/paper licenses cannot be validated online and must be reviewed in-person
• If you validate with a temporary license, we will contact you to validate again with your new permanent photo license prior to the expiration of your temporary license
• Additional information, including address verification and a second form of government-issued identification may be required
renew, renewal, temp, temporary, validate, license, expired

• Physical Damage & Liability Protection

How to check for damage before I drive?
Take 5 before you drive
Report Prior Damage before you drive. You will not be held responsible.
1. Grab the Damage Evaluator.
Check the interior and then do a quick walk around the outside of the vehicle.
2. Report It – We’ll Fix It.
Let us know about dents, dings or scratches on the exterior body of the car that are outside the guidance provided on the Damage Evaluator. Or any of following:
• Any cracks or chips in headlights, side lamps, mirrors or glass
• Any maintenance lights or warning lights
• Any concern that makes you feel unsafe to drive
• Tires that appear low, soft or bald
• Soiled interiors, lingering smoke or odors
• Call us to make a report.
Before driving away, check for any damage or vehicle issues and report to our emergency line immediately to avoid being held responsible for damages. Additionally, failure to report damage could result in suspension or termination of membership.*
Am I covered to drive?
Physical damage and liability protection levels vary by program. In some markets, you may purchase additional coverage options for your hourly or daily rental, or even to cover you for the year.
What if I get into an accident?
If You Are In An Accident,  Take These Steps:
1. Stay calm, don’t leave the scene.
If you are not injured and the vehicle is operable, move it to the shoulder of the road and out of the way of traffic. Turn car engine off and turn on hazard lights, if necessary.
2. Call 911 to file a police report. 
The police will file a report of the incident and request any necessary emergency assistance.
3. Call Member Services to alert us. 
Any accident or new damage must be reported to us immediately, before you leave the scene. Member Services will create a report of the information you collect and assist you in any way possible. We are available 24/7 to take your call.
4. Towing.
 If the vehicle is towed, you must provide a Tow Slip number.
What happens if I damage the vehicle?
Report any damage or vehicle issues to Member Services before continuing to drive to ensure your safety and avoid further damage or cost.  We will document damage and work with our internal teams to determine next steps to resolve (someone will be in contact with you or your company).  Please do not attempt to repair a vehicle on your own. 
What if the vehicle is damaged when I arrive for my rental?
Before driving away, please take a few minutes to check for any damage or vehicle issues. Report the discoveries immediately to our Member Services team to avoid being charged fees for damages that may have existed prior to your use of the vehicle. Failure to report damage could result in suspension or termination of membership.
We don't want to hold you responsible for damage that existed prior to your use of the car. You’ll find a damage evaluator and instructions for reporting damage or vehicle issues in the glovebox. Please call us immediately to report any problems so that we can document the vehicle’s condition prior to your use and, if needed, make other arrangements for you. 

• Other

Enterprise Holdings Safety Recall Policy
Policy: The Federal Motor Vehicle Safety Act requires auto manufacturers to send a notice of any safety recall to vehicle owners. When Enterprise Holdings receives such a safety recall notice and the corresponding Vehicle Identification Numbers (VINs), it is Enterprise Holding’s policy to not rent such vehicles until the manufacturer’s specified remedy or authorized interim repair has been implemented.
Process: After receiving the safety recall notice, Enterprise Holdings identifies affected vehicles by VIN and then places a “mandatory hold” on them in our rental management system. This “hold” directs the recall work be completed before renting the vehicle. Sometimes manufacturers advise that certain recalled vehicles can be safely operated once an authorized interim repair has been completed. In such cases, Enterprise Holdings may rent vehicles after the interim repair has been completed – but only until the final remedy is available.
 
What if I need a vehicle equipped with a Mobility Device?
Enterprise CarShare is committed to providing mobility options for our customers with disabilities. Mobility devices including left hand controls with spinner knobs, left foot accelerators and pedal extenders are available at no additional charge.
Due to the unique nature of our services and the fact that mobility devices require installation, please contact a service representative by phone, 24 hours a day at 866-225-4284 to reserve a vehicle with such devices. Please note mobility device-equipped vehicles will be provided by Enterprise Rent-A-Car. 48 hours advanced notice is required. Visit our Customers with Disabilities page for more information.
How do I remove a driver from our business or government account?
The account administrator can contact us to remove a driver from the account.
Who pays for a traffic ticket?
The member is responsible for paying for all traffic or parking tickets while using an Enterprise CarShare vehicle.
How do I pay for tolls?
Members are responsible for paying any tolls they incur when traveling on toll roads. If using an Enterprise CarShare owned toll pass box, you will be billed for the cost of the toll after the reservation, plus any administration fee that occurs.