Question 1

Basics

Accepted Answer

What is online check-in and how does it benefit me as a customer?

Europcar online check-in allows you to upload your driving licence, identification documents (ID card OR passport), a selfie and your contact information before your rental begins, saving you time at the counter during vehicle pick-up. By completing this process in advance, you can reduce your waiting time at the station, and get on the road sooner.

Is online check-in mandatory?

While it is not mandatory, as you can still provide your documents at the rental counter, we highly recommend taking advantage of online check-in to speed up the pick-up process and ensure a smoother experience at the counter.

Can I still check in at the counter if I prefer not to check-in online?

Yes, you can still provide your documents at the rental counter. Our staff will gladly help you and guide you through the process. However, using online check-in can save you time, especially during busy holiday periods.

Question 2

Access & Steps

Accepted Answer

How do I access online check-in?

There are several ways to access the online check-in process:

If you have booked using our Europcar website or the mobile app, you'll see a button on the confirmation page of your booking that takes you to the online check-in process.
If you have booked directly with Europcar, once your reservation is confirmed you will receive an email to say online check-in is available for you. You can click on the button in the email and it will redirect you to the steps needed to complete the process.
If you have booked directly with Europcar and you forgot to check-in online after your reservation was confirmed, don't worry, you'll receive a reminder email the day before your vehicle pick-up letting you know that online check-in is available for you. You can click on the button in the email and it will redirect you to the steps needed to complete the process.
You can manage your upcoming booking from our website or our mobile application, either from your account or by retrieving the booking in the section My Bookings, you will see an option on the top that redirects you to the online check-in process.

What are the steps?

Once you have arrived at the online check-in section, you will be guided through the following steps:

Verify Booking Information: Upon accessing the online check-in welcome screen, you'll be asked to verify your booking reservation number along with your surname or email address. (you might skip this step if you are logged into your account or if you arrive at the process from your email)
Choose Access Device: If you're using a desktop, the page will guide you to scan a QR code with your mobile phone to continue the process. If you're accessing the related page directly on your mobile device, you'll bypass this QR code step.
Document Upload and Selfie: Once at the online check-in section, you can scan your identification documents (e.g. ID card, passport) and driving licence and take a selfie for verification purposes.
Submit, Contact Details Form: After scanning your documents and selfie, your documents will be uploaded for verification. As a final step, review the contact information provided, fill out the missing details and submit to finalise the online check-in process.
Confirmation Email: Upon successful completion, you'll receive a confirmation email confirming that your check-in is complete.

Can I check-in online using a laptop/desktop?

Yes, however, to scan your documents and take a selfie, the webpage will guide you to scan a QR code via your mobile phone. Once you've scanned the QR code, you'll be directed to complete the document upload and selfie process using your mobile device. After completing these steps, you'll be asked to switch back to your web browser on your PC to finalise the check-in process. This ensures a seamless and secure experience across devices.

Question 3

Documents

Accepted Answer

What documents do I need to upload to check-in online?

You will need to take a photo of your ID card or passport, as well as your driving licence and take a selfie for verification purposes. All your documents must be valid (not expired) until the end of your hire period.

Can I use the digital version of my driving licence?

At the moment, we only accept photos of physical documents for online check-in, including your driving licence.

Does my additional driver need to check-in online too?

Online check-in is typically completed by the primary driver listed on the booking. Additional drivers do not need to check-in online separately. However, they will still need to present their physical documents for verification at the rental counter when adding them to the rental agreement.

Can I upload a picture/pdf of my documents?

For security reasons, we only allow scanning the photos of the physical documents for online check-in. This ensures the highest level of accuracy and security when verifying your identification.

Do I still need to bring my physical documents to the counter during pick-up even after uploading them online?

While online check-in streamlines the process, you still need to bring your documents with you. All drivers need their licence to drive a car, and the agent at the counter may need to verify your identity further. So, even after uploading them online, it's important to have your physical documents with you during vehicle pick-up.

Question 4

Fees & Modifications

Accepted Answer

Are there any additional fees associated with using the online check-in service?

Online check-in is a free service to enhance your experience with us. There are no additional fees associated with using this feature.

Can I modify my reservation details after checking-in online?

Yes, you can still modify your reservation details after checking-in online.

Can I cancel my reservation after checking-in online?

Yes, you can cancel your reservation after checking-in online.

Question 5

Security and Privacy

Accepted Answer

How secure is the online check-in system in terms of protecting my personal information?

The security of your personal information is our top priority. We use reliable and well-known partners to process and store data, including AWS (Amazon Web Services) and ONFIDO. These partners are industry leaders in data security and compliance, ensuring that your information is handled with the highest level of protection.

Additionally, we have mechanisms in place to delete your data after usage to further protect your privacy. Rest assured that our systems are designed to meet security standards, providing you with a safe and secure online check-in experience.

What happens if my documents are found to be invalid during verification?

If your documents and selfie are not accepted, we will notify you via email. During your pick-up, our team will assist you in completing the check-in process in person and provide further guidance at the desk. Please ensure to bring your original documents with you to the counter for verification.

How long are my documents stored?

Your documents are securely stored for the duration of your rental period and a reasonable period thereafter, as required by legal and regulatory obligations.

Why do I need to give biometric consent?

We require your biometric consent as part of our verification process to ensure the security and accuracy of your identification. By providing biometric consent, you authorise us to use your biometric data (such as facial recognition from your selfie) for identity verification purposes. This helps us confirm your identity more accurately and efficiently. Additionally, if necessary, we may share your biometric data with trusted third-party service providers who assist us in verifying your identity. Rest assured, we prioritise the protection of your personal information and only share data with third parties under strict confidentiality agreements and in compliance with applicable laws and regulations. If you have any concerns or questions about biometric consent, please don't hesitate to contact our customer service team.

Do you need my credit card information to complete the online check-in process?

We do not require your credit card information to complete the online check-in process. Online check-in primarily requires uploading and verifying your identification documents to accelerate the pick-up process at the rental counter. If you have any concerns or questions regarding payment or security, please feel free to contact our customer service team for assistance.

Question 6

Process & Timeline

Accepted Answer

How do I upload my documents and selfie for verification?

After completing your booking, you will receive an email with instructions on how to securely scan your documents and take a selfie through our website.

How long does the verification process take?

We verify your documents and selfie as quickly as possible. Typically, the process takes between 1 and 24 hours. However, during peak periods, it may take slightly longer.

Is there a deadline for completing online check-in before my rental starts?

You can check in online any time up until your scheduled vehicle pickup, as indicated in your booking. To ensure a seamless experience, we recommend doing so at least 24 hours in advance.

Do I have to check-in online for every reservation? Why?

You will need to check-in online for every reservation. This helps us ensure we have all your personal and contact information updated, that our agents are prepared for your pick-up and it speeds the process up at the counter. However, if you create an account and are logged in during the online check-in process, you will only need to confirm that the information you have provided in the past is still valid.

We adhere to regulatory guidelines regarding the storage of your information and documents. If your uploaded documents contain expiry dates, we delete them once they expire to ensure compliance with data protection regulations.

Is online check-in available for all rental locations and vehicle types?

The availability of this service may vary depending on the country, rental office and rental type. If you receive an online check-in email after your booking, this indicates that you are renting your vehicle from an eligible station and your booking meets the criteria for online check-in. However, please note that it may not be available at certain rental locations or for certain vehicle types.

Online check-in, the way for you to arrange fast car rental

Ready for online check-in?

Frequently Ask Questions