Lockbox instructions and troubleshooting

Short answer:

The vehicle’s key is stored within a secure lockbox (we call it ‘Fred’).

To access the vehicle, you will need to find Fred, and enter a code to open him and get the key. You'll find full instructions when you log in to the website 
or app from 15 minutes before your trip starts.

 Need help now?

If you have a trip in progress and need help with the lockbox right now, please see these troubleshooting tips for help with common lockbox issues.

Finding Fred (the lockbox)

Fred will either be on the rear driver’s side window of the car or attached to a wall, fence, door or water meter near the car. Log in to the website or app and check ‘Step 4 – Find key lockbox and generate code’ for instructions on finding Fred.

Opening Fred

From 15 minutes before the start of your booking, you can generate a PIN from the website or app under ‘Step 4 – Find key lockbox and generate code’. You can use this code for up to 4 hours, or you can generate another code by pressing the ‘Generate code’ button again.

Entering the code

  1. To wake Fred, hold [ENT] until the keypad lights up or beeps.
  2. Input the code: you should hear a beep for every button you press.
  3. Press [ENT].
  4. The “Ready” light should flash green, and you should hear a beep and a whirring noise as the lockbox unlatches.
  5. If you enter the code incorrectly four times, then you will need to wait one minute before you can try again.

Getting the key and storing Fred

  1. Open the lockbox from the top (you have about 5 seconds before the hinge will relatch - if this happens just enter the code and [ENT] again)
  2. Take out the key, and then CLOSE Fred completely. If you leave him open, he will lock in an open position and you will need to generate a new code to close him again.
  3. If Fred is on the car's window take him off before you drive. Wind the window halfway down and lift Fred and his bracket off the window. Place Fred in the boot while you're driving – do not drive with Fred on the window.
  4. Keep the key with you for the whole duration of your reservation and only return it to the Lockbox once you have returned the car to its home location.

Returning the key and Fred at the end of your trip

  1. To return the key and lockbox at the end of your trip, generate a new code under step 10 of your trip instructions. Then follow the same instructions for entering the code and opening Fred above. (You won't be able to generate a code if you are more than two hours late in returning the car - you will need to call us to get the code.)
  2. Place the key inside the lockbox and close it completely. Check the lockbox is properly closed and can’t be pulled open.
  3. If Fred was on the car’s window, remember to put him back in place. Wind the window down halfway, place Fred and his bracket back over the window and wind the window back up so that Fred is sitting securely.

Watch this video to see it all in action.

Lockbox troubleshooting

The tips below cover some of the most common lockbox issues. Please read these carefully, and if you are still having trouble call us

I can't find the lockbox

Make sure you’ve carefully checked the instructions in step 4. If you still can’t find the lockbox, give the owner a call or call us. Our member support line is available to help 24/7.

Fred won’t wake up

To wake Fred, hold [ENT]. The keypad will light up and beep. You can now enter the lockbox code. If you are in a loud or busy area you may not hear the beep as Fred wakes up so listen carefully and look for the keypad lighting up.

If the lockbox is still unresponsive, it may need to be reset. Try inserting any credit card sized card into the slot at the bottom of the lockbox. This will wake the device and you can enter the code following the steps above.

If you’re still having trouble, call us. We’re available to help 24/7.

I can't get a code

You won't be able to generate a code if you are more than two hours late in returning the car - you will need to call us to get the code.

The lockbox code doesn’t work

Take a deep breath and make sure you’re following the steps for opening Fred above exactly. You should hear a beep for each button you press. Enter the code slowly and make sure you hear a beep for each number. Press [ENT]. You should see the ‘Ready’ light flash green and hear a whirring sound as the lockbox unlatches.

If it’s the end of your trip, make sure you’ve generated a new code under step 10 of your trip instructions.

If the code still won’t work, call us. We’re available to help 24/7.

The lockbox has become unresponsive

If you enter the code incorrectly 4 times, you’ll need to wait one minute before you can try again.

If this doesn’t work, call us. We’re available to help 24/7.

The lockbox won’t open fully

The lockbox latch may have become stuck. Try entering the code again, but rather than opening the lockbox hold it closed tightly to allow the latch to click properly into position. Try entering the code and opening the lockbox again.

If this doesn’t work, call us. We’re available to help 24/7.

I can’t close the lockbox

The key might be getting in the way. Take the key out and see if the lockbox will close without it. If it does, re-enter the code (it will last for 4 hours), open the lockbox again and fit the key in a such a way that the lockbox will shut.

Something might be caught to prevent the lockbox from closing. Check that the rain jacket or other items aren’t preventing the lockbox from closing properly.

You might not be pushing hard enough. Firmly press the lockbox closed - you might need to apply some gentle force.

If these steps don’t work, call us. We’re available to help 24/7.

The lockbox is stuck open

The lockbox may have been left open for too long causing the latch to fully engage. Enter the lockbox code to unlock the latch, then try closing the lockbox again.

If this doesn’t work, call us. We’re available to help 24/7.

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