Why has my account been suspended?

If you've received an SMS or notification that your account has been suspended, it may be due to one of the following reasons:

1. Outstanding booking payment

We were unable to collect payment for your booking. This may be due to:

• An invalid or expired debit/credit card
• Insufficient funds
• Your bank declining the transaction

Please refer to our article "My payment failed. How do I retry paying it?" for payment instructions.

2. Outstanding accident or damage invoice

If you were involved in an accident or damage incident, you may have an outstanding invoice.

For accidents involving third-party vehicles or government property, you may be responsible for:

• Insurance excess 
• Loss of use
• Towing fees
• Other applicable charges

For damage not involving a third party, you may be liable for:

• Replacement parts
• Labour costs
• Repair and paintwork
• Loss of use
• Towing fees

3. Outstanding convenience fee

A convenience fee may have been issued if, for example:

• The vehicle was not returned to its designated parking bay.
• The headlights were left on after your booking had ended.

For outstanding accident, damage, or convenience fee invoices, a copy of the invoice will have been sent to your registered email address.

Please note that if you have upcoming bookings, you won't be able to start your next booking until all outstanding payments have been settled. Once payment has been received, your account will typically be reactivated within 7 business days.

If you believe your account was suspended in error or have any questions about your outstanding balance, let us know and we'll be happy to assist.