Frequently Asked Questions By Our Members

How do I unlock the vehicle?

It's easy! Set up your account by downloading the "Envoy There" or "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! Alternatively, get a Key Coin (for Envoy There app)! They're easy and fast! Learn more.



How much does it cost?

Envoy charges both per-minute and daily rates. Please check your Envoy car sharing app for pricing at your location.



What about insurance?

The driver is covered under Envoy's state minimum insurance policy which can be found here. The driver must download the "Envoy There" car sharing app or "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, general insurance card can be found in the vehicle as well as this page.



Can I take the car as long as I want?

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 .



Can my guests or family drive when they visit?

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.



How do these Electric Vehicles work?

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 vehicle-specfic instructional videos: click here. Tesla-specific info: click here.



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

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



What if I get stuck somewhere?

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



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

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.



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

Check out Green Dot Secured Credit Card* by following the link below. Good credit or bank account not required: https://www.platinumsecuredcard.com/Apply/ *Envoy is not affiliated with Green Dot Secured Credit Card



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

If it is an emergency, call 911. Once everyone is safe, please fill out the accident report on this page and contact Envoy via the Support section of the app. If needed, the general insurance card can be found here.



What is this digital license plate?

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.



How does the app work?

Steps: Depending on your community, Download either the Envoy There car sharing app or Envoy Mobility app from the App Store or Google Play Store. Ask info@envoythere.com if you're unsure which app your community is on. Sign Up: 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 for hours or days: 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 or Key Coin to unlock/lock the car during your booking. ( Key Coins are for Envoy There app only - they ensure unlock/lock capabilities even in poor reception areas such as underground garages. Envoy Mobility app comes equipped with Bluetooth for access without reception). Ending Reservation: Return the vehicle to its homebase, 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!



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

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.



What if I need to cancel my trip?

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.



Car Share Etiquette Penalties and Fines

Smoking - up to $100 per occurance Excessive Cleaning Fee - $150 Improper Return/Failure to Charge Car at Trip End - $50 Letting Someone Else Drive on Your Account - up to $100 per occurance Running Out of Battery - up to $100 + towing fees (avoid this by managing your battery level on the vehicle dashboard like a gas gauge. Search "Charging Station" in Google Maps to find a charger near you. Late Return - up to $50 fine Camera Tampering - up to $100 per occurance Declined Payment - $25 admin fee Failure to report Damage - potential suspension Reckless Driving - up to $100 per occurance, potential suspension Fraudulent Account Information - immediate suspension - identity fraud is a crime Using Vehicle Outside of a Booking - potential suspension



Can I smoke in the car?

NO. No smoking of any kind including vaping. You could receive up to $100 fine per occurance.