Upgrade Frequently Asked Questions
We’ve summarized the most frequently asked questions about the upgrade below, from accessing your Flexicar with the new Pin Pad device to plan changes and billing.
Have the prepaid credit plans changed?
No, all of the prepaid credit plans and rates will stay the same with the upgrade. Prepaid credit plans will stay the same, and if you have any credit on your account this will be moved over to the new system. If your prepaid plan currently includes credit rollover, this will remain the same. Even better still; we’re upgrading the daily kilometre allowance on our Light plans from 100km to 150km per daily booking! That’s a whole heap more driving for less.
How do I log in to the new platform to get started?
Just click Member sign in as normal. You will get a pop up box with a link to head to the new system; this will open in a new tab. Keep the old tab open so you can follow the directions, or see below. You’ll no longer use the Flexicar username as log in, but will use the email address associated with your account. If you are a company administrator you will continue to use your username.
For your first login after the upgrade:
1. Select the ‘Forgot your password?’ button and enter the email address (username if you are a company admin) into the field
2. Retrieve temporary password on your email and log in
3. Set up your new password
4. Add a valid debit or credit card, and you’ll be ready to book and drive!
You won’t be able to book any Flexicars until you set up a valid method of payment. If you are a driver on an account, your account administrator will be responsible for setting up the group payment method. If you are a driver and you want to use Flexicar for driving outside of your group account, this is easy too! Just add another personal payment card via this section and you can select it for any personal bookings you make. These won’t show to your group administrator and will be charged to your designated card. No more complicated dual logins, and an asy to manage booking account.
Accessing your Flexicar
What is the change?
You will have noticed the new Pin Pad device on the driver’s side of the windshield of your Flexicar. The Pin Pad is card-less vehicle entry, which means you’ll no longer need a card to access your Flexicar. You’ll book, receive your PIN via SMS, and use the Pin Pad device to unlock and start your booking, and again to lock and end your booking. That way, if you forget or lose your Flexicard, you won’t have to worry!
How do I get my PIN code to access my Flexicar?
Your PIN code will be sent to you by SMS 15 minutes prior to your booking start time. You’ll also be able to access this in the coming Android App and the new iOS App under ‘My bookings’.
When do I use my PIN code?
You use your PIN to unlock and lock your Flexicar at the start and end of each booking. During your booking, use and take the keys with you as you do now to lock and unlock the car. To access the car type the 6 digit PIN code onto the Pin Pad on the windshield of your Flexicar (driver’s side), and again when you wish to end your booking.
My Pin Pad is flashing. What does this mean?
Your Pin Pad device will light up if you press any button or swipe a card. That’s just it telling you it is active and ready to go. Enter your 6-digit PIN into the Pin Pad to unlock the doors and begin your booking. A green pulse will indicate the PIN has been accepted, and the doors will unlock. A red pulse will indicate that the PIN has not been accepted, and you may need to wait a few seconds to try again.
Handy tip – the Pin Pad device will look for the correct sequence of numbers. If you enter the PIN incorrectly, you won’t need to wait, just start again with the correct numbers.
When can I start using the Pin Pad?
Once we upgrade - the night of Wednesday 16th to Wednesday 17th November you will then begin to use the slick new Pin Pad device. Refer to the helpful guide on our website if you need help. There will be “How it Works” stickers next to the Pin Pad on your Flexicar to help you out, and the Re:Member Manual has a handy booking summary in the front which will take you through it.
Do I need a smart phone?
No, you will just require a phone that is able to receive SMS.
Will my old Flexicard work?
With the upgrade, your old Flexicard will become obsolete. The good news is you can also use a swipe card with the Pin Pad. So if you’re more of the swiping type, we have new, compatible Flexicards available to you. Just send a request and we can send one out to you for a small fee.
How does billing work?
There are some changes that we’ve made to billing which means no more complicated invoices or large costs in one go. We’ve updated to Pay As You Go billing. This way you’ll just pay for what you use when you use it. You’ll book your Flexicar as normal, drive, and you’ll receive an invoice straight after for your booking. This will be debited from your allotted payment card or business account. Easy driving, and easy payments. Easier to keep track of, and no big hits in the middle of each month.
What’s a pre-authorisation?
We hold a pre-authorisation of the time component of your booking on your account when you make the booking. When the booking is completed the invoiced amount is deducted from your account. If this exceeds the pre-authorisation amount then you may see two transactions on your account. Please note, different financial institutions release pre-authorisation amounts at varying speeds.
I am a driver on a business account. How do I drive a Flexicar in my own time?
The great news about the new system is that you are able to add different payment methods for different reasons. That way you’ll have one Flexicar account with all of your details and booking information in one place. If you are a driver under a business account and want to use your Flexicar in your own time, simply set up another payment method to your personal card. You’ll be able to set one as default, and you’ll be able to change the default method depending on why you’re booking.
What about my invoice from November?
You’ll receive your invoice for any driving up until the 16th November as normal in December, and payable as you currently are billed. From November 17th onwards, you will be charged pay as you go (PAYG) and an invoice will be sent to your email after each transaction, like bookings, prepaid driving credits according to your plan or annual membership fee renewal.
What about my prepaid plan?
Your prepaid plan will stay the same and your rates are the same. You’ll still be charged the prepaid credit amount as normal and you’ll use the credit through the month. The only change is that instead of being charged in the middle of each month for the coming month, you’ll be charged on the first day of that month.
What about my historical invoices?
If you would like to access your historical bookings and invoices after November 15th, you’ll be able to log in to the old Flexicar system and download invoices until July 31st, 2017. Make sure you do this as soon as you can. You’ll need to use your former Flexicar login details (username and password) to access this information.
What if I need help?
Your friendly Member Care Team is still available as always to help. If you get stuck during a booking give us a call at any time of day and we’ll be able to help you access your Flexicar. As normal, the afterhours team can help with active bookings only, so if you have any questions relating to your account, billing, or this upgrade, make sure you give us a call during business hours.
Will there be any disruption?
We’re looking forward to a seamless transition and are working hard to make this an easy change for you. We appreciate your patience and understanding in this time of change. We’re doing our best to minimise the impact on you and we’re excited about the great benefits this is going to provide!