Answers to Our Frequently Asked Questions

To be eligible, you must meet the following criteria:

• Be a current tenant/employee/guest of a Quantum Mobility affiliate property.
• Be 18 years of age or older and have a valid U.S. driver’s license. For those 18-21 years old, you must have zero moving violations on your driving record.
• Pass our Motor Vehicle Record screening by Checkr.

Quantum Mobility reserves the right to decline or terminate membership at any time. Please see Terms of Service and Rental Agreement for further details.

Steps to sign up:

• Download the Quantum Mobility app.
• Enter your email address to create a new account.
• Type in promo code if you have one.
• Take a picture of your driver’s license.
• Confirm your identity with a selfie check and confirm your mobile phone number.
• Select your property and choose your driver preferences.
• Fill out the driver’s qualification checklist.
• Add your credit card information.
• Agree to background check and Terms of Service.
• Verify your email.

Once approved, you’ll be ready to drive – GET THE APP

• No, only the account holder is authorized to drive the vehicle.
• Allowing anyone other than yourself to drive the car is not allowed. Members who share their login credentials or knowingly let anyone else use the vehicle will incur a fee of $250 and account suspension.

• We accept all major credit cards. We do not accept debit cards or prepaid cards.
• Cardholder name must match the name on the account.
• We currently do not accept Apple Pay, PayPal, or Google Pay.

• Open the QM app and click the “reservation” button on the bottom of the screen. Or click the “Let’s Go!” icon.
• The current date/time will display as the pick-up time by default. Click to open the calendar and select your desired date/time. Pick-up times can be adjusted in 15-minute increments.
• The minimum reservation length is 2 hours and the calendar defaults to this timeframe for all reservations unless you adjust the drop-off time.
• Your location should auto-generate. If it does not appear, click on “locations nearby” and select your property icon from the map.
• If there are no vehicles available, you will need to edit your reservation times and search again.
• Reservations can be made up to 30 days in advance.

• Minimum reservation duration is 2 hours.
• Maximum reservation duration is 7 days.

• Your phone is your key! No physical key fob is required. You will lock and unlock the vehicle through the QM app.
• To start the vehicle, press the brake pedal and push the start button.
• If the vehicle doesn’t start on the first attempt, or if “no key detected” displays on the dash, please press and hold the start button and brake pedal for 5 seconds.

• Members can travel up to 200 miles per day. For multi-day reservations, per day mileage is averaged across the total duration of your reservation.
• Exceeding 200 miles per day will result in an excess mileage fee of $0.53 for each additional mile traveled.

• Yes, members can use toll lanes at their own discretion.
• Tolls are not included in the cost of your reservation. If you use toll lanes, you are responsible for the total cost of tolls used during your reservation, plus a $5 processing fee. We will notify you of toll charges via email 2-5 business days after completion of your reservation.

• You may check-in to the vehicle up to 15 minutes early. However, you will be billed a prorated amount for the additional time based on the hourly rate for the vehicle.

• Your payment method will be billed $0.01 authorization when you create or edit a reservation.
• The remaining balance will process when you check-in to your reservation. If your payment method is declined, you will not be able to start your reservation.
• You will not be able to create a new reservation if you have a balance due on your account. These reservation attempts will show up as “rejected” in the QM app.

• Return the vehicle to the designated QM parking space (where you picked up the vehicle) and ensure all belongings are removed from inside.
• Follow the “end reservation” prompts to lock the vehicle and check out of your reservation.
• Completed reservations and invoice details will appear in the “past” tab on the activity page.

• Ensure you are parked at the designated QM parking space. You MUST return the vehicle to the designated QM parking space to end your reservation.
• If the reservation is still active, refresh the app and click “connect to vehicle.” This should re-establish a Bluetooth connection.
• If you have exceeded your reservation end time by more than 14 minutes, you must extend your reservation end time. After updating the end time, you can connect to the vehicle and check-out of your reservation.

• To extend your reservation, please edit the end time in your active reservation by clicking the little pencil icon next to your current end time.
• When you select a new desired end time, you will be billed for the additional time, based on the hourly rate of the vehicle.
• PLEASE NOTE: If another member has an upcoming reservation with the same vehicle, you will not be able to extend your reservation. If you encounter this issue and are unable to extend your reservation, please contact QM Support immediately.

• Please lock and unlock with the QM app while the doors are closed. This should re-enable the vehicle start button.
• If you continue to encounter issues and you’ve verified that your reservation is active, please contact QM Support.

• There is no charge if you cancel your reservation more than 6 hours before your reservation start time.
• If you cancel less than 6 hours before the start time, you will be billed for the cost of your reservation, with a maximum charge of 12 hours. PLEASE DO NOT MAKE SAME DAY RESERVATIONS YOU DO NOT INTENDED TO FULFILL.
• If you make a reservation that starts within 1 hour, there is a 5-minute grace period to cancel at no cost.

• If you encounter minor damage or cleanliness issues, please use the in-app features during the “check-in” process. You will be able to type a comment or use our damage reporting feature to upload photos from your mobile device.
• If the damage is major and the car can’t be driven, please call QM Support at (512) 882-4902 to report the issue.

• You are solely responsible for any citations incurred during your reservation – either moving violations or parking tickets.
• If a citation is issued due to failure to pay for parking (meters, pay stalls, etc) or illegal parking (ADA, loading zones, valet parking, etc) you will be billed for the cost of the citation plus a $25 processing fee.
• Excessive citations may result in account suspension.

• If you or any of your passengers are injured because of an accident, or if you are unable to move the vehicle from travel lanes or off the highway, please call 9-1-1 for emergency services immediately.
• Once you are in a safe location, please call us at (512) 882-4902 to report the accident.
• If the vehicle is not safely drivable, our agent will end your reservation and schedule a rideshare pick-up through Lyft Concierge. This will get you home or to your intended destination safely, and at no cost. Our local roadside assistance will deal with vehicle recovery and towing services if needed.
• Please take many photos and/or videos of all involved vehicles and property. Please collect as much information as you can from other drivers, police reports, impound location (if police are towing the vehicle), etc. A QM team member will contact you within 1-2 days to collect this information. Alternatively, you can reach out to us at claims@qmcarsharing.com

• Quantum Mobility handles all customer billing requests via email within 24-48 hours. Please email us at support@qmcarsharing.com and a QM team member will help solve your issue promptly.

• Texas coverage is 30/60/25 Third Party Liability Coverage with a $1,500 deductible.

• Yes, you can bring your personal auto However, you must still successfully pass through our registration process to be eligible to drive with Quantum. You may want to contact your insurer to verify coverage while driving QM vehicles.

• Yes, we require that all vehicles be returned with the same fuel as they did at the start of the reservation. You may incur a fee for failing to replenish fuel used during your reservation.
• We do not reimburse for fuel.

• We ask that you plug-in the EV when you return it to the designated QM parking space to ensure adequate charge for the next member.
• Not plugging in the EV at the end of your reservation may result in a fee.

• If you smoke, or permit others to smoke in the vehicle, you will incur a fee of $250 and your account may be suspended.
• The use of cigarettes, vapes, cannabis, or any illegal drugs is strictly prohibited.

• If you’ve found something left behind in the vehicle, please take the item(s) to your community manager or concierge. If this is not possible, please email us at support@qmcarsharing.com and we will do our best to retrieve the item and bring it to your community manager or concierge.
• If you’ve lost an item, please check with your community manager or concierge. If they do not have it, we can investigate to see if it has been reported as found by another member.
• Quantum Mobility is not responsible for lost items.

• Yes, but please be safe, courteous, and as clean as possible if you bring a pet on board. We understand that your pet is a big part of your world!
• We require that you use an appropriate pet carrier or a specialized elastic pet seat belt for maximum safety.
• Protect the interior of the vehicle with a blanket, quilt, etc. Clean up after your pet. Your neighbor driving the vehicle after you (even if they LOVE pets) does not want to see fur on seats, nose prints on the glass, or drool on the dash.
• If excessive dirtiness is reported, a cleaning fee may be incurred depending on the severity of the soiling, up to $250.