Phone Unlock FAQs

Your phone is your key. Tap Activate Phone Unlock in the GoGet app, then tap Unlock at the car.

You can activate from 10 minutes before your booking starts, and you'll need signal for that step. Once you’re next to the car, tap Unlock. You’ll need signal to activate, but after that Lock and Unlock work even without reception, as long as you’re beside the car. 

What happens if my phone battery is dead?

Your phone is your key, so keep it charged for your whole booking.

You lock and unlock through the GoGet app, so your phone needs enough charge to last the trip. GoGet cars have a USB port, so bring a cable that fits your phone and top up as you drive.

Running low? While your phone still turns on, you can log in to the GoGet app on another phone. We’ll text a verification code to your number, so your phone needs to be on to receive it.

Phone completely dead with no way to charge? If an extra driver on your account is with you, they can activate Phone Unlock on their own phone and open the car. If not, call us on 1300 769 389 and we’ll talk through your options, though without a working phone there’s no way in, so it’s best not to let it run flat. 

Can I lock and unlock with no mobile reception?

Yes, once you've activated Phone Unlock.

Activating needs a signal. After that, Lock and Unlock work even where there's no reception, as long as you're right next to the car.

For underground pods, we’ll send a reminder before your booking starts to activate Phone Unlock while you’ve still got signal. Heading underground, activate before you drive in. 

No signal and can’t unlock? If you haven’t activated yet, move somewhere with reception, activate Phone Unlock, then come back to the car. Once you’re activated, Lock and Unlock work without signal. 

Can I still use my Smartcard?

Not on Phone Unlock cars.

Once a car switches to Phone Unlock, your Smartcard won’t work on it. The GoGet app is the only way to lock and unlock it.

During the Brisbane rollout, some cars still use Smartcards, so keep yours handy. Your booking shows which a car uses before you go, so you’ll always know what you need.

In Melbourne or Sydney? Cars there still use Smartcards for now, and we’ll let you know before anything changes in your city.

Why can't I use both a Smartcard and Phone Unlock?

Going fully to Phone Unlock means fewer flat batteries and more reliable access.

Smartcard readers draw more power from the car's battery than Phone Unlock does. Switching over completely reduces that drain, so cars are more likely to be ready when you are.

How can I tell which cars use Phone Unlock?

Look for the badge under the car’s name when you’re browsing. An orange Phone unlock badge means you unlock with the app. A grey Card unlock badge means you’ll need your Smartcard.

Your booking also shows which system the car uses, so you’ll know what to bring before you leave home.

Not sure which you’ve got? How do I know if a car uses Phone Unlock or a Smartcard? 

Can I start my booking early? 

Yes, if the car’s free. Tap Start Now to begin up to 30 minutes early. You’ll just pay for the extra time, shown before you confirm. 

What if I can't log in to the app?

Call us on 1300 769 389 and we'll help you.

Phone Unlock cars only open through the GoGet app, so if your login can't be fixed straight away, you won't be able to get into the car until it's sorted.

💡 Handy Hint: Check you can log in before your booking day, so there’s time to sort a password reset or a missing verification SMS if anything’s not working. 

How do I end my booking?

Park at the car’s home pod, switch off the engine, lock up, then tap End Booking.

The app runs a quick check that the engine is off and the car is back at its pod. If something isn’t right, the app tells you what to fix.

On a Smartcard car, there’s no End Booking step, just tap your card off and go. End Booking only applies to Phone Unlock cars.

Can I get back in after I’ve ended my booking? 

Yes, up until your booking end time. Tap Resume Booking to get back in, you’ll need signal. Once your booking ends, Resume Booking disappears, so make sure you’re done before then. 

I left something in the car after my booking ended 

Call us on 1300 769 389. We’ll unlock the car so you can grab your things, then lock it again once you’re done. 

Can I extend my booking if I'm running late?

Yes. Open your booking and tap Extend.

You can extend any time during your booking, and for a short while after it ends. Extensions round up to the next half hour. You can only extend if no one else has the car booked straight after you.

If you’re running past your end time, you’ll need to extend before the car will unlock. Late return fees can still apply, and extending may not always avoid one, so it’s best to extend before your time runs out.

What happens if I don't extend in time?

If your booking ends and you haven’t extended, you’ll lose the ability to lock and unlock with the app. You’ll also pay for the extra time you’ve used, and a late return fee may apply on top. Extending before your time runs out keeps it simple. 

Why can't I extend my booking?

It’s likely someone else has booked the car straight after you. Return the car on time, or call us on 1300 769 389 if you can’t. 

What if I can't find the car?

Check you're at the right pod first.

Open your booking in the app to see the pod location and directions. Check the car's make, model and number plate so you know exactly what you're looking for.

Still can't find it? Call us on 1300 769 389. We're here 24/7.

Why did the car lock itself, and how do I get back in? 

For security, the car locks itself after the ignition’s been off for a while. This is normal, during and after your booking. Just tap Unlock in the app to get back in, then start the car when you’re ready. If you’re waiting a while with the engine off, tap Unlock again to keep it open. 

Do I need to lock the car when I leave it during my booking?

Yes, every time. Tapping Lock in the app keeps the car and your things secure, and it keeps you on the right side of the law, since in Australia you have to lock a vehicle once you’ve walked a few metres from it. One tap and you’re sorted. 

What can I do if Phone Unlock isn’t working? 

Most unlock problems are fixed by refreshing your Phone Unlock details in the app.

1. Check Bluetooth is on and you’re next to the right car.
2. Tap “I have an issue with my booking”, then “Phone Unlock isn’t working”, then “Refresh Credentials”.
3. Tap Unlock again.
4. Still stuck? Stay near the car and call us on 1300 769 389.