We’re Sorry You’re Having Issues!
This section provides solutions to common problems you might encounter during the Zipcar application process, including issues with submission, verification, and payment. To address these issues, follow the troubleshooting tips outlined below.
If you need further assistance, please contact our support team.
Step by Step guide on the application process can be found here. Other commonly asked questions regarding the application process can be found here.
If you're experiencing difficulties submitting your application and can't proceed, even after trying the troubleshooting tips below, please email us at newmembers@zipcar.co.uk. Be sure to include a screenshot of the error message or a brief, clear description of the issue you're encountering.
Including a screenshot or providing a detailed description of the problem helps us quickly identify and resolve the issue, leading to a faster approval process for your application.
Before you email, make sure you have done the following:
- Make sure you are logged in via www.zipcar.co.uk.
- Use a full desktop browser (ideally Google Chrome, Internet Explorer, or Edge - latest version). Using a mobile device will not work.
- Clear your browsing history, cache, and cookies and ensure you are not using the auto-fill feature.
- Disable any ad-blocking software.
- Try an incognito window.
If you already have a Zipcar account, you won’t be able to create a new one using the same email address. Each member is only permitted to hold one account. To move forward, you can either reactivate your old account or log in to your existing account to continue making reservations.
If you’re unable to reactivate your old account or are experiencing login issues, please contact us at memberservices@zipcar.co.uk. If we’re unable to resolve the issues with your existing account, we may request permission to remove your email from our system so you can start a new application using that email address.
Please be aware that while there is an option to delete your account within the app, this action does not immediately free up your email for use with a new account and won't resolve the issue of reusing your email.
We accept a wide variety of driving licences, so any issues with uploading your licence or selfie are likely due to technical factors.
Here are a few things to check:
-
File Size and Type: Ensure that the image files you're uploading are within the acceptable size and format:
- Allowed file types: jpg, png, gif, jpeg, pdf
- Size limit: 2MB
- Image Quality: Make sure the image is clear, well-lit, and that the entire licence is visible. You should upload both the front and back of your licence, along with a selfie. If you're using a folded paper licence, be sure to include a picture of both the photocard page with your details and the categories page for faster approval.
If you've confirmed that the image files meet these requirements but are still unable to proceed, please email us at newmembers@zipcar.co.uk. Include a brief description of the problem and, if possible, a screenshot of the error message. Unfortunately, we cannot process your account for approval until your application is fully submitted. This means that we cannot approve your application if you only send us your licence photos outside of the application process.
Please Note:
For more details on specific error messages related to driver's licence submissions, please refer to the section titled "Why Can't I Submit My Zipcar Application?"
If you're encountering issues with your Zipcar application, please start by trying the troubleshooting tips below. They often resolve common issues and can help speed up the process.
Try These 5 Troubleshooting Tips First:
- Check Your Login: Ensure you are logged in via www.zipcar.co.uk.
- Use a Desktop Browser: For best results, use a full desktop browser such as Google Chrome, Internet Explorer, or Edge (latest version). Mobile devices may not be compatible. If you're using the app, make sure it's updated to the latest version.
- Clear Browser Data: Clear your browsing history, cache, and cookies. Also, make sure you’re not using the auto-fill feature.
- Disable Ad-Blocking Software: Ad-blockers can interfere with the application process, so disable any ad-blocking software.
- Try Incognito Mode: Open your browser in incognito or private mode to avoid issues caused by stored data.
If You're Having Payment Issues:
- Verify Billing Information: Ensure your billing address matches exactly with the address on your bank card statement.
- Payment Authorisation Issues: If you encounter a payment authorization error, contact your bank for assistance. Let us know if you’ve already spoken to your bank.
- Card Restrictions: Note that we do not accept pre-paid cards. Payment card details must be in the member's name, unless you are an additional driver.
Verification error
If you encounter a blank screen after verifying your details on the Zipcar app or website, this indicates a verification error. This issue can occur on either platform.
To resolve this, please email us at newmembers@zipcar.co.uk. Include a screenshot or a brief description of the error so we can quickly identify and address the problem.
Driver Not Approved Error
After adding your driving licence details, you will be presented with the error, 'driver not approved'.
If you receive a "Driver Not Approved" message after entering your driving licence details, please contact us at newmembers@zipcar.co.uk. In your email, include your driving licence number (located in category '5' on your UK driving licence). This information will help us determine the issue preventing your approval and guide you on the next steps.
This usually indicates that you’re accessing the US website due to an incorrect URL. Please return to the UK site to complete your application. Additionally, ensure that your VPN is not set to a location outside of the UK, as this could redirect you to a US site.
If the information provided in the 'Application Troubleshooting guide' answers your questions, then please contact us at newmembers@zipcar.co.uk.
The more details you include in your email, the faster we can provide a resolution to your issue.