There are cases when riders can submit complaints about not being able to start their ride, because the vehicle was not unlocking. Let's look into different cases that may cause this issue.

Case 1:
The user sees the below error message in the app which states that the vehicle is already rented, even though the user is standing next to it:

First check the Rides section in your Dashboard and confirm if there is still an active ride taking place with this vehicle. Sometimes riders leave the vehicles on the street without ending their ride in the app, which is why the vehicle is not available for other customers yet. In the Dashboard open the Rides section, make sure to filter the active rides or enter the vehicle ID in the Rides section search, so it will show the particular vehicles and its rides in the results list.

To avoid such situations we suggest to use Automatically end the ride if the vehicle is not moving function that can be enabled in the Dashboard under More -> Settings -> System Preferences -> Other.

Case 2:

Mobile network connectivity issues. Reach out to your mobile operator and check if they are performing any maintenance in your area or if perhaps there is any issue with the SIM card in the IoT. As soon as the IoT reconnects, ATOM will deliver the commands that were standing in queue step by step and the Unlock command will be delivered to the IoT at that point as well.

Case 3:

Faulty QR code. Always make sure that the QR codes placed on the vehicles are clearly visible, are not faded, scratched or otherwise made unreadable. If the QR code scanner does not react, the user can also type the vehicle number manually in the app (you can read here more information on the QR codes and how to use them correctly).