From  January 25th – February 1st, 2021, our entire fleet will be offline and unavailable for reservations and the office will be closed for the technology switch

Pre-registration will be open January 18th – February 14th, 2021.

New software will be live on February 1st, 2021!

New Software Frequently Asked Questions

Questions about the technology switch timeline

What will the timeline look like?

Mark your calendars – from January 25th – February 1st, 2021, our entire fleet will be offline and unavailable for reservations and the office will be closed. January 24th will be the last day to use the old system, and we’ll be back online February 1st, 2021 on the new software!

We’ll be slowly converting cars to the new system starting in mid-January, so your favorite car may be less available than normal – don’t worry, it’s only temporary. Your membership fees for January will be waived to account for this.

What dates will the cars be converted on?

We’ll begin converting cars the week of January 11th, 2021 and are targeting to convert 10-12 cars a week.

From January 25th – February 1st, 2021,our entire fleet will be offline and unavailable for reservations and the office will be closed for the technology switch. We’ll be back online February 1st, 2021 with over half the fleet available, and more cars will be converted every day until the whole fleet is on the new system! 

Questions about using the HOURCAR app

How do I make a reservation in the mobile app?

Making a reservation in the mobile app is easy! 

Additional information here

 

How do I use the reservation function in the mobile app?

Using the reservation in the mobile app is quick and easy!

Additional information here

How do I use the reservation function with my Metro Transit GoTo card?

You can choose one access method (either the HOURCAR app or the Metro Transit GoTo card) to stick with throughout your trip.

Additional information here if you prefer to use your Metro Transit GoTo card.

How do I extend my reservation?

Need to extend your reservation? No problem!

Additional information here

Questions about membership changes

How will my membership be changing?

All membership fees for the month of January will be waived.  

You’ll need to pick a new rate plan in pre-registration, but the core of your membership is staying the same – you‘ll still pay a membership fee, reserve a car online or by calling us, and we’ll continue to always be here for you 24 hours a day with live support.  

Will I still get my Member Rewards?

Member Rewards will be paused starting in December 2020, resuming in March 2021!

Will I need a smartphone to use HOURCAR?

No. While our new reservation software is optimized for mobile devices, we will still have a desktop reservation site available.

Members will be able to access their reservations via app or via Metro Transit Card.

Can I submit a new application in January?

No, we aren’t processing new applications in January.

What are the new rates for the new membership plans?

All of our current and legacy plans are going away in this new system, and we think you’re going to like the new rate plans! Please be prepared to choose a new plan when pre-registration opens on January 18, 2021.

 

We will only have monthly membership billing and will match back membership fees in driving credits on all paid plans.

 

We are moving the annual Damage Fee Waiver enrollment to a $5 monthly Damage Fee Waiver.

Here are the details:

  • If you are already enrolled in the Damage Fee Waiver, we will prorate the remainder of your existing waiver and credit any remaining balance to your account in the new system.
  • To simplify billing, in the new system the Damage Fee Waiver will be bundled in with membership fees. This will be called the PLUS option, and more details will be released later in January.
  • If at any point you wish to opt-out of the Damage Fee Waiver program, you can choose to enroll in the standard plan for that month.
  • Terms of coverage have not changed.  If you are in an at-fault damage incident during a month in which you have paid the $5 waiver, you will not be required to pay the at-fault damage fee of up to $2,000. In this scenario, you will be able to purchase coverage for the remainder of the month for an additional $5.

Questions about new membership rate plans

What are the new membership rate plans?

Try-It ($0 per month)

This will be our no-membership fee plan and the default plan if you do not select another rate. This is best for people trying HOURCAR for the first time and members who rarely take trips. If you’re driving regularly, you’ll get the most benefit on our Everyday or Adventure plans.

Everyday ($7 per month) and Everyday PLUS ($12 per month)

These will be the plans most of our members will choose. Our Everyday plan combines the best parts of our current Neighborhood and Voyager plans. You’ll get the benefit of included miles on every reservation, as well as a low hourly rate for driving time. The PLUS version of this plan includes Damage Fee Waiver coverage in the membership fee and additional lowered rates.

Student ($6 per month) and Student PLUS ($11 per month)

These are discounted rate plans available for student, faculty, and staff of an accredited university. You’ll get included miles on every reservation, as well as a discount on the hourly rate for driving time. The PLUS version of this plan includes Damage Fee Waiver coverage in the membership fee and additional lowered rates.

Adventure PLUS ($30 per month)

This plan is the answer for those who want to use HOURCAR for longer trips! You’ll get 300 miles included per reservation per day and discounted daily rates, making it easy to take a trip up north or visit friends out-of-state once it’s safe to gather again. For our 3-day maximum reservation time, you’ll get 900 miles included. We expect that most of our members will upgrade to this plan for the month they plan to travel, then switch back down to the Everyday rate for the next month. This plan includes Damage Fee Waiver coverage in the membership fee.

 

It will be easy to switch between rate plans – you’ll no longer need to contact us to change your membership rate.

Why are there two hourly costs?

All plans will include two different hourly costs– one cost for when you are actively using the car, and a lower cost for when the car is turned off and in stopover mode. For our membership fee plans, driving costs will be $6-7 per hour, and stopover costs will be $4 per hour.

 

It will be easy to switch between rate plans – you’ll no longer need to contact us to change your membership rate.

Questions about old membership rate plans

What if I have an annual membership?

The annual plan is no longer an option. We’ll prorate the remainder of your annual plan and apply it to your new account as a driving credit. We’ll also be matching back membership fees as driving credit for monthly accounts in the new system.

What if I have a business/nonprofit membership?

You can toggle between a business and personal profile like other car-sharing apps. Stay tuned for additional information (invoices, transferring reservations to the new system, etc.). We’ll contact your account administrator shortly with more details, and they will be able to pass along information to you.

What if I have a legacy membership?

The legacy memberships (Go Plan and Freedom Plan) are no longer an option, so be prepared to choose a new plan when pre-registration opens on January 18th, 2021. 

What if I have a household membership?

Household accounts will not be available in the new system, so each member of your household will have to pre-register for their own individual account on January 18th, 2021. There’s some new benefits in the new system that we hope make up for it! 

  • We’re matching membership fees back as driving credit in order to provide the cost savings of a shared membership.
  • You will only have access to view invoices for your trips, but you and the other members of your household account can still register the same credit or debit card to your individual accounts so that your trips and membership fees are still charged to the same place 

What if I have an annual damage waiver fee?

We are moving the annual damage fee waiver enrollment to a $5 monthly damage fee waiver because our new system only supports monthly billing.

We will prorate the remainder of your existing waiver and credit any remaining balance to your account in the new system. The damage fee waiver will be bundled into the monthly membership fees. Be sure to select the PLUS plan option to enroll in the monthly damage fee waiver. You’re welcome to opt-out at any time. Terms of coverage haven’t changed. If you are in an at-fault damage incident during a month in which you have paid the $5 waiver, you will not be required to pay the at-fault damage fee of up to $2,000. 

What do I do if I pay with ACH or have a monthly membership?

Our new system doesn’t support monthly billing via ACH payments for non-business entities. We apologize for any inconvenience and suggest you add a credit or debit card to your account to be billed monthly for your membership fees and any reservations you make.

Because our invoices post-date, you’ll see a charge for December’s membership in the Invers system on January 16th, 2021 , and then nothing for January. Instead, we’ll set-up the new system for February 1st, 2021and you’ll pay in real-time (if you buy a membership on February 1st, 2021 then that covers you for a month, on March 1st, 2021 your membership will auto-renew again. 

Can I access HOURCAR with my AWID fob?

Our new system does not support access to reservations via AWID fob. Instead, you will be able to access your trips via app. If you’d like to link a Metro Transit GoTo card to your account to serve as a backup access method, please let us know your card’s serial number. If you don’t currently have a Metro Transit GoTo card and would like us to send you one, please fill out this brief form.

Questions about billing & invoices

What are the details on the monthly billing options?

We’ll only be offering monthly billing options in our new software. We will be matching back your membership fee in driving credits each month as an extra perk. For those on a PLUS plan, your membership fee match back will not include the $5 Damage Fee Wavier cost, only the membership price.

 

We’ll be releasing more information about the details of these plans as we get closer to our pre-registration window, so stay tuned for more details!

How can I access my recent invoices?

If  you’d  like a record of your recent invoices, please download invoices from your account summary page before January 18th, 2021. 

Because our invoices post-date, you’ll see a charge for December’s membership in the Invers system on January 16th, 2021 , and then none for January. Instead, we’ll set-up the new system for February 1st, 2021 and  you’ll pay in real-time (if you buy a membership on February 1st, 2021 then that covers you for a month, on March 1st, 2021 your membership will auto-renew again).

Questions about upcoming reservations

What will happen to my future reservations?

If you have an upcoming reservation beyond February 1st, 2021, we will automatically transfer it to the new system for you.  

How do I make an upcoming reservation in the new system?

Please fill out this form. If you’d like to make a reservation between February 1st – 5th, 2021.

Will I be able to take one-way trips in the new system?

Not yet. Our service model is still round-trip, meaning that you will reserve a car, pick it up from its designated hub, and return it to that same hub when your reservation is over.

Our one-way EV service will launch Mid-2021.

Questions about pre-registration

Why should I pre-register?

This will ensure your account is ready to go when our new system launches on 
February 1st, 2021!

Pre-registering will ensure your account is ready to go when the new system goes live.

What's the pre-registration deadline?

In order to ensure a smooth transfer between systems, we will be enabling a pre-registration window beginning January 18th, 2021 – February 14th, 2021. We encourage you to pre-register sooner rather than later, especially if you plan to make a reservation within the first couple weeks of February 2021.

What information will be transferred in pre-registration?

Your email address, any driving credits on your account, and your Metro Transit GoTo card information will be moved to the new system. You’ll need to update your personal details, driver’s license info, password, and payment information to finish up your pre-registration.