User Guides

How to Guides

• How to Guides

Starting your first reservation
To start your first reservation, you simply need to make sure you have the Enterprise Car Club app downloaded on your mobile device. Once logged into your account on the app you can then use the 'unlock and start trip' button to start your reservation and follow the prompts shown on the app screen.
Extending a reservation
If you are running late and need to extend your reservation, don’t worry this happens to us all.  Which is why we make it as easy as possible to extend your reservation.
You can extend your reservation using the app.
If in doubt, please call the clubhouse team on 0345 266 9290 to prevent any other members being inconvenienced. If members are late or extend causing an inconvenience to another member, the below fees apply:
If you are going to be late and are still within your reservation time but the vehicle is unavailable to extend in the app (due to another members reservation) a £10 ‘Inconvenience Fee’ is charged. (Plus, the cost of additional time and mileage used at the normal rate).
If you do not manage your lateness at all you will be charged a £30 ‘Late Return Fee’ (plus the additional time and mileage used at the normal rate).
All other charges can be viewed here.
 
Click here to watch our easy guide on How to Extend Your Reservation.
 
For more information on how to extend a booking, click here.
 
Ending a reservation
Once you have returned the car to the designated bay simply switch off the engine and remove the keys from the ignition (if applicable). Then open the glove box and place the key fob, which is attached to the keys, into the key holder. The key holder will illuminate green when the keys are safely returned.
Then navigate to your reservation on the mobile app and click ‘Lock & End Trip’ and follow the prompts on the mobile app, leave the keys attached to the key holder, collect your belongings, and exit the vehicle.
Once outside of the vehicle, end the reservation using the mobile app by clicking, ‘Lock & End Trip’. Listen out for the door mechanism locking then check the door handles to ensure the vehicle is secure before leaving.
Click here to watch our easy guide on How to End a Reservation.
For more information, click here.
 
If you have any issues with any stage of this process, please give the Clubhouse a call on 0345 266 9290 whilst you are still with the vehicle and one of the team will be able to assist you.
 
Charging an electric vehicle
Park the vehicle and switch off the engine. Retrieve the charge card from the back of the key holder. Alternatively, it can be found on the side of the dashboard, to the right of the steering wheel (please note that this may only be visible when the driver's side door is open). Hold the pre-paid charge card up to the EV charging port reader. Some vehicles may have a charging cable attached, if it doesn’t a cable can be located securely inside the car then lift the port cover and plug in the charger.
Other useful information:
-          There are three main types of EV charge point (slow, fast and rapid) as well as a number of charging connectors, some of which are suitable for a particular EV.
-          You can use Zap-map.com to find your nearest or plan your journey, but you can also see what type of charging point is where.
- The vehicle charge port is unlocked in different ways depending on the cars make and model. These include using a button on the dashboard or manually open the fuel cap. This information can be found within the vehicle guide or within the Enterprise Car Club app.
- All Enterprise Car Club cars use a type 2 charger watch the How To Charge An Electric Vehicle to find out more; click here.
- You can check if the vehicle is charging by looking for the corresponding light on the dashboard
Unplugging an electric vehicle
Retrieve the charge card from the back of the key holder or on the side of the dashboard to the right of the steering wheel. Hold this card up to the card reader on the charging port and remove the charging cable from the both the charger and vehicle charging ports. Some charging cables are fixed to the charger in which case just removed from the vehicle, however, if the charging cable can be disconnected from both ports it will belong to the vehicle and must be gathered then securely stored inside the vehicle. Ensure all ports are covered are securely closed before leaving the charger.
Fuelling the vehicle
 Park the car and switch off the ignition. Retrieve the fuel card from the back of the key holder. Alternatively, it can be found on the side of the dashboard, to the right of the steering wheel (please note that this may only be visible when the driver's side door is open). Check whether the vehicle takes petrol or diesel and fill up the vehicle as normal. After you have refuelled the vehicle, take a note of the current mileage on the dashboard, and use the pre-paid fuel card at the kiosk to pay.
Members will need to enter a unique 4-digit PIN when using the card at petrol stations. You’ll no longer receive the unique 4-digit PIN number for the fuel card in your booking confirmation email. Now, the PIN number will be easily found in the 'Important Information' section of the Enterprise Car Club app. This is found by selecting your reservation, where you will see the Important Information section. This information will be updated with the vehicle’s fuel card PIN once your reservation has begun’.
If you're still unable to find your pin number, please email helpdesk@enterprisecarclub.co.uk. For optimised security these codes will regularly change so please refer to this email with each new booking. Once paid, return the fuel payment card to the computer in the glovebox, or the holder on the dashboard, along with the receipt.
Please note you cannot use Pay At Pump with our cards.
Please look to use standard fuel, not premium where possible.
We ask our members to return the vehicles with at least a quarter tank of fuel for the convenience of the next member.
Please note that fuel card has a limit of £80 per transaction. Numerous transactions are permitted, however there is a daily limit of £150. If you exceed this limit (even slightly) when refuelling at a petrol station, you will not be able to use the card.
Click here to watch our easy guide on How to Refuel the Vehicle.
If you have any further questions, please do not hesitate to contact the Clubhouse on 0345 266 9290..
Making a mobile reservation
1. Log in using your member ID and password. 
2. Choose your current location or type in a postcode, street name or city.
3. Select the date and time you want the vehicle.
4. Select the vehicle you want to book.
5. All the details and a cost estimate will be displayed.
6. You can add a memo to track the reason for your rental.
7. Then press the ‘reserve’ button and you will receive a confirmation email.
8. Your vehicle will be ready and waiting for you.
Take 5 before you drive
Before you begin your journey, retrieve the damage evaluator from the glove box. Use the evaluator to check the exterior and interior for damage. If the evaluator tool indicates that damage should be reported, please email time stamped pictures and description to eccdamage@enterprisecarclub.co.uk. If you are unable to email, please contact the Clubhouse on 0345 266 9290.
Make a web reservation
1. Log in usuing your member ID and password. 
2. Choose your booking date.
3. Choose your booking time.
4. Choose your vehicle size and features.
5. Choose a saved location or create a custom location.
6. You will see all our available vehicles and how close they are to your selected location.
7. A green dot will indicate if the vehicle is available.
8. The estimated cost will be displayed.
9. Select the vehicle you want to book.
10. Click on the ‘reserve it’ button.
11. You will receive a confirmation email when your reservation is complete.
Changing your password
When you first sign-up to Enterprise Car Club, you'll be asked to create a password. The password is for you to log in to your account to view, amend and create bookings.
You can change your password at any time in your account preferences. Click here to find out how or click here to watch our easy How to change Your Password guide.
If you have any questions, the Clubhouse are available on 0345 266 9290 to provide assistance.
Updating your marketing preferences
1. Log in to your account using your member ID and password.
2. Click on ‘my account’.
3. Select the ‘preferences’ tab.
4. Change your settings.
5. If you want to be made aware of our special offers.
6. Click on ‘save changes’.
7. Your changes have been saved.