When a renter fails to return your vehicle on time—or you suspect misuse—your priority is recovering your car safely, quickly, and properly documented.
🧭 Step 1: Assess the Situation
- Check trip status in the Mobi dashboard
- Attempt contact via message and phone call
- If you have Passtime GPS or other telematics, check location and alerts (movement, battery, tampering)
If the renter is unresponsive for more than two hours post-trip and the vehicle is not returned, we recommend that you begin recovery steps. We understand that most delays are honest - guests may be preoccupied driving, working, or caught in traffic.
🔍 Step 2: Attempt Safe Recovery
If GPS location is known and nearby, and you feel safe:
- Bring a spare key or use remote unlock (if applicable)
- Do NOT confront the renter directly
- For added safety, contact local authorities and request a Civil Standby. Officers can stand with you at the recovery.
- Take photos of the vehicle’s condition before entering or moving it
- Once recovered, document mileage, fuel, and any damage
If location is unknown or recovery is unsafe:
- Contact local authorities to report a civil matter or unauthorized use
- Provide VIN, plate, and GPS info if applicable
💵 Step 3: Submit for Fees & Follow-Up
- You may be eligible for additional fees which can be found in our Additional Charges & Collections Policy.
- Upload documentation through the payment collection tool
- Mobi will assist with processing fees and renter penalties
✅ Recovery Pro Tips
- Always use Passtime GPS or other telematics for real-time tracking and recovery speed
- Never put yourself in danger—use authorities if a situation escalates
- Keep spare keys accessible but secure
- Log all communication via Mobi and take time-stamped photos for your records
- If repeated issues occur, flag the renter and contact support to block future trips