Mercury Mobility
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Troubleshooting
Solve common issues quickly
Report Issue
Report accidents or damage
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Our Service Level Agreement (SLA)
| Issue Priority | Response Time | Resolution Time |
|---|---|---|
| Critical (Accident, Safety) | 15 minutes | 1 hour |
| High (Vehicle Breakdown) | 30 minutes | 2 hours |
| Medium (Billing, Damage) | 1 hour | 24 hours |
| Low (General Inquiries) | 4 hours | 48 hours |
Troubleshooting
App Won't Login
Try these steps:
- Clear app cache and restart
- Check internet connection
- Try resetting password
- Update app to latest version
Vehicle Won't Unlock
Try these steps:
- Check Bluetooth is enabled
- Move closer to vehicle
- Restart the app
- Contact support immediately
Payment Failed
Try these steps:
- Check account balance
- Try a different payment method
- Wait 30 seconds before retrying
- Contact payment gateway support
Vehicle Not Responding
Try these steps:
- Restart vehicle using app (lock/unlock)
- Check vehicle internet connection
- Move to stronger signal area
- Contact support (Priority: High)
Reporting Issues
Report an Accident or Damage
Steps to Report:
- Stop vehicle immediately and check for injuries
- Call emergency services if needed: 112
- Open Mercury Mobility app and tap "Report Issue"
- Select "Accident" or "Damage"
- Take clear photos of all damage
- Provide detailed description
- If applicable, get police report number
- Submit and wait for support response (15 min)
What We Need:
- Multiple photos of damage (all angles)
- Description of how damage occurred
- Third-party contact info (if applicable)
- Police report number (if filed)
- Any witness information