Question 1

How does the app work?

Accepted Answer

Steps: Download the Envoy Mobility app from the App Store or Google Play Store.     Create Your Account: Enter your phone number and email.    Register:  Upload your driver's license and credit/debit card and take a selfie so we know you're you.    Add Location: Select your location from the drop down search menu and input the property code given out by your property management or upload a utility bill for proof of address (if function available).   Book a vehicle by the hour or day: Select your community to see vehicles at your location. Select if you want a car today or on another date and for how long, then use the scroll bar to select from the available time slots for your preferred vehicle. Once approved, click Begin Reservation or Start Ride which unlocks the vehicle. Use the app to unlock/lock the car during your booking.  Envoy Mobility app comes equipped with Bluetooth for access without mobile phone reception.   Ending Reservation: Return the vehicle to its home base, plug the charger into the vehicle, click End Reservation in the app and follow the prompts to submit. Once the Thank You page pops up, you're set to go!

Question 2

How do these Electric Vehicles work?

Accepted Answer

Electric vehicles are the future - they're clean, quiet, and quick!   Check out our Electric Vehicles 101 page for more information about EV's including how to charge: click here.    Road Trip? Here's what you need to know: click here.    Learn about charging electric vehicles: click here.    For specific vehicle instructional videos: click here.    Tesla-specific info: click here.

Question 3

How do I unlock the vehicle?

Accepted Answer

It's easy! Set up your account by downloading the Envoy Mobility app, registering your account, and creating a vehicle reservation. Next, use the in-app lock and unlock buttons to lock and unlock the car!

Question 4

Do I have to return the vehicle to where I found it?

Accepted Answer

Yes, all Envoy electric vehicles are round trip, and must be returned to their pick up location.

Question 5

What do I do when I get back? To end reservation:

Accepted Answer

It's easy!  1. Return the vehicle to its Envoy parking space.  2. Plug charger into vehicle. (Certain chargers require scanning a card on the station to release the charge holder from the station. These cards are normally found secured to the station or in the Envoy vehicle.) 3. End Reservation in the app and follow the prompts to submit. Once the Thank You page pops up, the car will lock and you're good to go.     Note: your account is billed for the beginning of your reservation until it is successfully ended in the app (or the full reservation time). 
Fiats only: The key does not come out, but, for Fiat drivers, make sure to switch the ignition off.

Question 6

How much does it cost?

Accepted Answer

Envoy charges by the hour or by the day. Please check your Envoy car sharing app for pricing at your location.

Question 7

What about insurance?

Accepted Answer

The driver is covered under Envoy's state minimum insurance policy. The driver must download the Envoy Mobility app and fully register (upload drivers license, accept terms and conditions, etc) to be covered. If driver is not at fault for accident, Envoy will file the claim with other driver who is at fault. If driver is at fault, basic deductible may apply. If a driver is in an accident,  a general insurance card can be found in the vehicle.

Question 8

What happens if I have my own insurance?

Accepted Answer

Your personal insurance, and/or any other valid and collectible insurance will be “primary” which means it will apply before Envoy’s insurance, and Envoy’s insurance, subject to terms and conditions, will cover excess of yours and/or any other valid and collectible insurance.

Question 9

What if I need to cancel my trip?

Accepted Answer

You may cancel up to 1 hour before your reservation time to avoid cancellation fees.    If you cancel within 1 hour of your reservation, your account will be billed 25% of the reservation amount.    If you do not show up for your reservation within 15 minutes of the start time, and haven't canceled it in the app, your account will be billed for the full reservation amount.    If you're making a booking for instant use and need to cancel, there is a 15 minute grace period to make cancelations without fee.

Question 10

Can I take the car as long as I want?

Accepted Answer

You can book an Envoy electric vehicle for as little as 1 hour or as long as you want. Drivers are charged by the hour or day for the full reservation time. Make sure to end your ride in the app to complete your booking. You may extend your booking in the app as long as there isn't a conflicting scheduled reservation.    Please note, there are also select weekly subscription programs piloting in select areas.    Questions? Reach out through the Support/Help section of the car sharing app.

Question 11

Can my guests or family drive when they visit?

Accepted Answer

Yes they can! Simply have them create their own account, upload their driver's license, and input the property code. To avoid up to $100 fine (per occurance) or possible suspension, make sure the reservation is under the account of the person who is driving for insurance and liability purposes. Read our Terms of Service.

Question 12

What if I get stuck somewhere?

Accepted Answer

Don't worry! Just simply call the Envoy Customer Support Line at 1-888-610-0506 or email info@envoythere.com 7am-11:45pm PST. If you're unable to get a hold of us, contact roadside assistance for the vehicle brand you're driving. See list below.    Please note: it is the driver's responsibility to manage the battery range of the vehicle and to successfully return vehicle to its Envoy parking space and might be liable for $100 fine + towing fees (see terms).    Avoid Running Out of Juice! The battery level and estimated mileage range is shown on the dashboard of each vehicle. Here is some important info about EV's, charging stations, and EV road trips. For specific vehicle instruction videos, click here.   ROADSIDE ASSISTANCE BY VEHICLE BRAND: BMW                        1-800-332-4BMW             FIAT                          1-888-242-6342             NISSAN                    1-877-664-2738             TESLA                      1-877-798-3752             VOLKSWAGEN         1-800-411-6688          CHEVY                     1-800-243-8872          HONDA                    1-866-864-5211          POLESTAR               1-800-806-2504          PORSCHE                1-800-PORSCHE; option 1          AUDI                         1-800-411-9988

Question 13

What do I do if I'm in an accident?

Accepted Answer

If it is an emergency, call 911. There is a general insurance card in the glove compartment of the car, if needed.   Once everyone is safe, please fill out the accident report on this page and contact Envoy via the Support section of the app.

Question 14

Want to use Envoy, but don't have a bank account?"

Accepted Answer

You can use a secured credit card or debit card. Read these resources from Experian for more information:  Secured Credit Cards   Debit Cards   *Envoy is not affiliated with Experian and does not receive compensation for these links. The articles are provided here for informational purposes only.

Question 15

What is this digital license plate?

Accepted Answer

Select Envoy vehicles are equipped with Reviver’s World’s First Digital License Plate, the Rplate, which launched on the roads in California in June 2018, and is now available in Arizona, with more states to follow. The Rplate transforms the 125-year old stamped metal license plate into a sleek, digital, high-definition display, offering a connected car platform to simplify daily life with vast potential for future innovation. Click here for the Rplate DMV Authorization Letter. Learn more.

Question 16

Is Envoy available during COVID-19 Safer at Home orders?

Accepted Answer

Yes. Transportation is an essential service and we want to ensure our community members have access to a clean, sustainable, and affordable option to get the essential items they need (groceries, medicines, etc). We are working with our car cleaning partners (GoodYear and Simply Clean) to enhance the sanitization levels and frequency. We are also encouraging our Envoy community to be a good neighbor by keeping the car clean (wipe down before and after) and following CDC recommendations to keep us all healthy and safe. Learn more.

Question 17

Can I smoke in the car?

Accepted Answer

NO smoking of any kind, including vaping, is permitted in an Envoy vehicle. This applies to all drivers and all passengers  Smoking is bad for your health, the environment and your car.   You will receive a fine per occurrence plus the costs of cleaning and repair if the vehicle is returned with a smoke smell, and/or burn stains.   Please read our Terms & Conditions for a full explanation of all penalties and fees.

Question 18

Car Share Etiquette  - Penalties and Fines

Accepted Answer

Please be a good neighbor and considerate of the next driver! When you return the car take out all trash, wipe down the inside of the car and remove your belongings. If you hit an extra dirty patch of road, you could be extra nice and get the car washed! Remember to plug the car into the Envoy marked charger so it is ready for the next driver.  Please read our Terms & Conditions for complete information on misconduct and penalties..

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