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Driver FAQ's - Smartphone Access

These FAQ's are for pool car users only that have access to a smartphone.

Andy Barnes avatar
Written by Andy Barnes
Updated over a week ago

How do I book a vehicle for myself?

  1. 🔎 Enter your location into the search box on the homepage or app and see all the cars in your area.

  2. 🔎 Use the filters if you’re looking for something specific.

  3. 📅 See one you like, then enter the times and dates you need and make a booking request.

  4. Your booking will automatically be accepted and you will be able to view this in ‘My Bookings’ in the Hiyacar app or webpage.

  5. 🚙 When it is time for your booking, turn up at the location provided, pick up the car using the app (for pictures of the cars condition).

How do I access the vehicle?

When you get to the car follow these 5 steps:

  1. 📱 Open the booking in your app

  2. 🤳 Confirm your identity with a live selfie, just so we can make sure it is you

  3. 📸 Take condition pictures of the car

  4. ️The virtual key will now be downloaded to your phone and the car will unlock

  5. ⛽️ Take an interior picture and one of the fuel gauge

See full article and videos here.

Can someone else book a vehicle for me?

Yes your Admin Support can place a booking for you, when a booking is made on your behalf you will get a notification from the Hiyacar app and then be able to see all the details under ‘My Bookings’ in the app.

How do I amend the times of my confirmed booking?

  • Before your booking has started:

    Under 'My booking's' you can find the 'Amend booking' option to change the times of your booking.

  • After your booking has started:

    To extend your booking go to the “Extend your booking” link in your active booking screen.

  • Your Admin Support can also amend the times for you.

How do I cancel my confirmed booking?

You can cancel your booking in the Hiyacar app or web page under ‘My Bookings.’ Please remember to cancel your booking if you do not end up needing the vehicle so that it can be used by another member of staff.

If you do not pick up your vehicle within 90 minutes of the start time your booking will automatically be cancelled.

I need the car longer than expected. How do I extend my booking?

You can extend the booking in your app, make sure you remember to do this otherwise you won't be able to unlock the car once your booking has ended. If you need to extend the booking outside your booking times and the app will not allow it, please contact on the Live Chat.

I have an issue during a booking. Who do I contact?

Message the team on the Live Chat by clicking ‘Help’ in the right corner of the app for all general enquiries. Please save this number 020 3856 3180 in your contacts to call if you have any issues during a booking.

What if the car has broken down during a booking?

1. Let us know on Live Chat or by calling 020 3856 3180.

2. We will then provide you with the specific breakdown and recovery number for your vehicle.

3.If the vehicle needs to be recovered and you need a replacement vehicle it is important you tell the breakdown to activate the 48 hour relief vehicle option and they can provide you with a replacement car.

What happens at the end of a booking?

Please return the car to the location you picked it up, never take a pool car home even if you have booked for the next day.

Take condition pictures of the interior and exterior of the car as well as one of the fuel gauge.

Make sure to let us know of any damage that has been made to the car and take photos of this.

If it is an EV place it back on charge the instructions will be in the app for how to do this.

Make sure to take all your belonging and don't forget to lock the car!

How do I refuel/recharge the car during a booking?

Use the fuel card provided in the car to refuel, the pin code is on the card. Always leave the tank at least 75% full at the end of your booking.

Fuel Card lost/not working?

If the fuel card will not work, call All Star fuel card support. Telephone: 9am-5pm 0330 123 2511. If this option is not possible and you have the ability please proceed to pay for the fuel, keeping all receipts and then claim back through the Selenity Expenses platform. If you are unable to pay for the fuel yourself, please proceed with the pink slip provided by the garage. The pink slip should then be emailed to the Travel Office ASAP to avoid extra fines, please provide clear reasoning of why this option had to be used. Email

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