FAQs

  • TOP FAQS

    What is Hertz 24/7®?

    Hertz 24/7 is the convenience of renting a car by the hour or day - with fuel and insurance included! Enjoy 24/7 access to a wide range of vehicles by making a reservation online, at a Hertz kiosk, or on your mobile device using our iPhone or Android app. Then simply walk to the car, hold and swipe your entry device over the front windshield to unlock the doors, get in and go. It's easy to enroll in just a few quick steps. First, complete the enrollment form either online or by using the mobile app. Then, verify your driver's license by uploading a photo online or by speaking to a LiveExpert via video chat. Once verified and your enrollment activated, you will receive your vehicle access device by mail, within seven business days. Book. Unlock. Go.!

    How can I contact Hertz 24/7?

    You may contact us via email at membercare@hertz.com or by using the Live Help feature available on the 'Contact Us' page. We are also available by phone (877) 654-4400, fax at (866) 777-9018, or mail at Hertz 24/7 Customer Care Center, P.O. Box 26120, Oklahoma City, OK 73126.

    Where can I use the hourly car rental service?

    Cars are available at over 2,000 locations across the globe, including many university campuses and corporate offices. Hertz 24/7 is even available in Paris, London, Madrid, Berlin, Melbourne and Sydney, so you can use us when you travel too!

    What makes Hertz 24/7 different from the competition?

    Hertz 24/7 provides a car rental experience and options that the competition cannot match. Here are just a few exclusive benefits of renting with Hertz 24/7:

    • No annual fees.
    • Hertz Gold Plus Rewards® members can earn Points to be redeemed for Hertz Rent-A-Car rentals.
    • Vehicles equipped with a Hertz Neverlost GPS, free of charge (limited availability).
    • In-car access to 24/7 Customer Care at just the push of a button.

    What types of cars are available?

    Hertz 24/7 offers a wide range of vehicle options to choose from including compact through full size cars, and small SUVs. Hertz 24/7 also offers you fuel efficient, low-emission car choices with a vast range of clean diesel, hybrid, hybrid SUVs, EPA SmartWay certified and electric vehicles that meet any transport need. Click here to see the Hertz 24/7 fleet now and pick the one that best suits your needs!

    How long after I enroll can I expect to receive my entry card or key fob?

    Once your driver’s license has been verified and your enrollment activated, you can expect to receive your access device by mail within seven business days of completing your enrollment.

    I have enrolled in Hertz 24/7 and received a notification to verify my driver’s license to complete my enrollment. Why is this necessary?

    For verification and security purposes, we require that every customer presents a valid driver’s license in order to enroll in Hertz 24/7. Visit our ‘Contact Us’ page to verify your driver’s license by uploading a photo or speak to a LiveExpert via video chat. Once your license is verified, your enrollment will be activated immediately. Once validated and approved, you will receive an email confirming your enrollment and your vehicle entry device should be mailed to you within seven business days.

  • RESERVATIONS

    How can I reserve a car?

    You can reserve a car online, at a Hertz kiosk, on your mobile device, or by using our iPhone or Android app at no charge. Reservations may also be completed over the phone through our Customer Care Center, however, a fee of $3.50 will be charged at the time of booking.

    When can I use Hertz 24/7?

    Hertz 24/7 vehicles are conveniently available to you 24 hours a day, 7 days a week.

    Is there a limit to the number of reservations I can make?

    We need to make sure Hertz 24/7 cars are available for as many of our customers as possible. Therefore, we limit advanced bookings to a maximum of four reservations per customer at any one time.

    Where can I find the Hertz 24/7 car for my rental?

    Check our locations map online to find the exact spot where your car will be parked. If using the mobile app, select "Find My Car" in the Reservations menu to see the exact location of the vehicle you reserved. We will also confirm the location of the vehicle in an email and text message within 15 minutes of your reservation.

    How far in advance can I book a Hertz 24/7 car?

    You can reserve a Hertz 24/7 rental car up to 10 days in advance.

    How long am I able to reserve a car?

    You can reserve a Hertz 24/7 vehicle for as little as an hour or as long as 9 days.

  • DRIVING

    How do I get into the car?

    Your Hertz 24/7 vehicle entry device acts as your personal key to the car, with around the clock access. Hold and swipe the device across the reader on the front windshield to unlock and lock the doors.

    How do I turn the car on?

    The ignition key is securely tethered inside the vehicle. Just start it up & go!

    How do I refuel the car?

    Fuel is included in your rate. If you need to refuel, you have two options:

    1. Fuel Card

    If there is a fuel card in the vehicle (usually found above the sun visor), you are to use that fuel card to pay to refuel it. When using the fuel card, you will be asked for your PIN and the car's mileage. If you do not know your PIN, scroll to "Fuel" on the screen pad menu and select "Pin Code" for the number.

    2. Pay Directly

    If the vehicle does not contain a fuel card or you wish to use your own method of payment, Hertz will reimburse you for the cost of fuel needed to refuel the vehicle by issuing a credit to your payment card. To be reimbursed, email the Customer Care Center at membercare@hertz.com, attach a copy of your receipt to your email and note the mileage at the time of refueling in your email. A credit will be applied to the payment card in your profile within 48 hours of Hertz's receipt of your email. If the payment card used to refuel is not in your profile, please add it to your profile prior to emailing the Customer Care Center to request reimbursement.

    Where can I return the vehicle?

    The vehicle must be returned to the same location in which it was picked up. Failure to return the vehicle to the correct location will result in you being charged an Incorrect Location Return Fee. Please refer to our Terms & Conditions for more details.

    Can I reserve a vehicle in other countries and cities?

    Yes. You can reserve cars online or on our iPhone or Android app in any country or city where we operate.

    What happens if the Hertz 24/7 car breaks down?

    If the car breaks down or you need assistance, you can alert the Customer Care Center by pressing the middle button on the screen pad found on the dashboard. Shortly after sending the alert, you will receive a call back on the in-car, hands-free communication system, which you can answer if it is safe to do so. If you would like to contact us by phone directly, simply call 1-877-654-4400 when it is safe to do so and we will sort everything out.

    What is Hertz NeverLost®?

    NeverLost is Hertz's customized in-car GPS (navigation system) that gives you turn-by-turn audio and visual driving directions to virtually any destination in North America. You can use the touch-screen display to view the map of your route. Hertz NeverLost® units are available in most Hertz 24/7 vehicles.

    NeverLost will also help you plan your trip in advance with Online Trip Planning available at www.neverlost.com and is available in 10 languages: Dutch, English, French, German, Italian, Japanese, Spanish, Brazilian Portuguese, Chinese, and Korean.

    Can I allow someone who is not enrolled in Hertz 24/7 to drive the vehicle?

    No. Any person behind the wheel of a Hertz 24/7 vehicle MUST be enrolled in Hertz 24/7. If someone who is not enrolled is caught driving the vehicle you reserved, your own vehicle access will be cancelled immediately.

    What if the fuel card does not work or is missing from the vehicle?

    If the vehicle does not contain a fuel card or you wish to use your own method of payment, Hertz will reimburse you for the cost of fuel needed to refuel the vehicle by issuing a credit to your payment card. To be reimbursed, email the Customer Care Center at membercare@hertz.com, attach a copy of your receipt to your email and note the mileage at the time of refueling in your email. A credit will be applied to the payment card in your profile within 48 hours of Hertz's receipt of your email. If the payment card used to refuel is not in your profile, please add it to your profile prior to emailing the Customer Care Center to request reimbursement.

    What if I have a question while on rent about how to use the service?

    It’s all in the glove box. Wherever the road may take you, our Driver's Guide is there to help. Have a question about using the fuel card? Or how to extend a rental? It's all in the Driver's Guide. Just check the glove box for answers to our most frequently asked questions or, if it is safe to do so, contact Customer Care Center by using the screen pad on the dashboard to request a call back on the hands free, in-car communication system.

  • RATES & BILLING

    How much does Hertz 24/7 cost?

    Our hourly and daily rates include fuel, insurance, 180 miles per 24 hour period, and 24/7 roadside assistance. Although there is a PlatePlass® transponder unit available in each vehicle, toll charges are not included in your rate, and will be billed to you separately. See Tolls & PlatePass® for more information.

    How will I be charged?

    To reserve a car, a valid credit or debit card number must be provided at time of enrollment. An authorization is required based on the estimated rental charges. In order to cover incidental charges, such as extra hour charges if the reservation is extended, we require credit approval for up to $140.00 over the total estimated rental charges. When you return your car after a rental, we will charge the credit or debit card you provided for the costs incurred for the rental. An invoice will be emailed to you at the close of each reservation and available for your review online by visiting 'My Account' and clicking on the 'Reservation History' tab and then 'Past Reservations/Receipts'. Any additional charges incurred such as tolls, damages, fines, etc. will be billed to you on a second invoice, separate from your rental charges.

    What methods of payment does Hertz 24/7 accept?

    We accept all major credit cards, including American Express, MasterCard, Visa, Diners Club, Discover, JCB, Optima Amex and debit cards or check cards issued under a Visa or MasterCard logo that take funds directly from your bank account. The name on the credit card must match the name on the customer profile. Naturally, you will need to have available funds in your account for the estimated charges, plus up to $140 for any incidentals. Hertz 24/7 will not be liable for any overdraft charges, so it is up to you to ensure that you have sufficient funds in your account. Please note that we do not accept prepaid or store cards that have a Visa or MasterCard logo.

    What other charges might I receive?

    For a listing of possible additional charges, see below.

    Also, please do not smoke in the car, remember to leave the pets at home, and do not remove any of the car items in the car. If you have an accident or the car is damaged, just speak to the Customer Care Center once it is safe to do so.

    • $0.45 cents per mile (after the first 180 miles) per 24 hour period that you keep the vehicle
    • $20 entry card/fob replacement fee
    • Up to a $40 fee will be charged for tickets and violations that have not been resolved on time, plus the cost of the ticket and/or violation
    • $25 for returning a vehicle with less than ¼ tank of fuel at the end of the reservation (except for Miami-Dade County where the car must be returned with at least 1/2 tank).
    • $45 for returning a vehicle to a location other than the location from which it was picked up
    • $50 if a customer takes or loses a fuel card
    • $200 for losing or taking an ignition key
    • $45 cleaning fee if vehicle is not left clean and free of trash at end of rental
    • $3.50 booking fee for reservations completed over the phone
    • If the vehicle is returned late, a $10 charge will be incurred for every 15 minute period after the reserved return time
    • If PlatePass is used, you will be charged a service fee of $4.95 for each day of your rental, including prior or subsequent days on which the PlatePass service is not used (capped at $24.75 per rental month) plus incurred tolls at the applicable Tolling Authority's highest undiscounted rate

    Why does Hertz 24/7 put a hold on my credit/debit card that is more than the estimated rental costs?

    An authorization is required based on the estimated rental charges. In order to cover incidental charges, such as extra hour charges if the reservation is extended, we require credit approval for up to $140.00 over the total estimated rental charges. Approval for this additional amount cannot be waived. If authorization for the estimated amount cannot be obtained, the rental reservation will be denied.

    Additional authorizations (holds) will also be obtained if the vehicle is not returned on the date/time noted on the Rental Agreement or if the original terms of the rental change which result in additional charges.

    I've returned the vehicle. Why is there still a hold on my credit/debit card?

    When the car is returned, a charge for the total amount due is submitted to your credit card company. Depending on the credit card company, there may be a delay between the time the charges are received and when the hold is released. The length of time this takes is not determined by Hertz. Since the card issuer is responsible for releasing authorization holds/funds back to their customers' accounts, you must contact the card issuer directly for assistance.

  • POLICIES

    Can I smoke in a Hertz 24/7 rental car?

    No. All Hertz 24/7 vehicles are smoke-free.

    Can I transfer my Hertz 24/7 access to anyone else?

    No. Your vehicle access is yours and yours only. Allowing others to use your access is a violation of the membership agreement and could result in the loss of your vehicle access.

    Are there any fees for changing or canceling my reservation?

    There are no fees for changing or canceling your reservation, as long as we are notified with at least five minutes notice before the start of your reservation. To modify or cancel your reservation online, visit 'My Account' and click 'Reservation History' to see your upcoming reservations. Then click the 'Change Booking' or 'Cancel Reservation' button to update your current reservation. To modify a reservation using the iPhone or Android app, tap 'Reservations' in the bottom menu and view 'Upcoming Reservations'. Tap the reservation you would like to modify and change information you would like to update or tap 'Cancel Reservation' to cancel your booking.

    Can I take pets in the vehicle?

    With the exception of service animals, accompanying a driver or passenger with a disability, animals are not allowed in the vehicle at any time unless they are contained within an appropriate animal carrier. Animals too large for carriers are not allowed in the vehicle.

    Does Hertz 24/7 provide child seats?

    No. Unfortunately, we do not supply child seats in our vehicles. However, if you are driving with a child who requires a child seat, you are required to use your own for the safety of all passengers.

    What if I get towed?

    We will pay the towing fine initially, but you will be responsible for the cost, along with an administration charge, any damage to the vehicle, as well as any impound or storage fees beyond the cost of the tow.

    What happens if I return the car late?

    It is important to return the car on time, as another customer may be waiting to use it. If you think you are going to be late, and need to extend your rental, please do so by using the in-car screen pad next to the steering wheel and select the length of additional time needed in the vehicle or by calling the Customer Care Center when safe to do so and we will try to accommodate your request. If you need further assistance, please call the Customer Care Center at (877) 654-4400 when safe to do so. If you return the vehicle late, you will be charged $10 for every 15 minutes after the reserved return time ends.

    What if the vehicle I rented is dirty?

    Each customer is responsible for ensuring that the vehicle is left in good, clean condition for the next customer. Should the vehicle be left in unsatisfactory condition at the end of your rental, a cleaning fee of $45 will be incurred. If the vehicle is found dirty at time of pick up, please contact us immediately to report it. You do have the option of taking the vehicle to the nearest car wash to be cleaned, and we will gladly reimburse you up to $30 for the wash. Just fax or email your receipt to the Customer Care Center and a credit will be issued to your account.

  • COVERAGE

    Is the insurance included in the rate?

    Yes. Liability Insurance is included in your rate, subject to a $750 deductible. Review our Terms and Conditions for more information on the Liability Protection provided.

    What is the deductible for damage to or loss of a vehicle?

    You will have to pay a $750 deductible if the car is damaged while being operated in accordance with our Rental Terms and Conditions. If the repair cost is less than this amount, you will only need to pay the lesser amount.

  • ELECTRIC VEHICLES

    If I reserve an Electric Vehicle, how do I know that it will be charged when I get there?

    Once your reservation has been confirmed, our system will hold the car for you to ensure it is sufficiently charged.

    How do I know what the range is of my Electric Vehicle?

    Be sure to check our Vehicle Page to learn the range of the vehicle as well as the mileage of your round trip before confirming your reservation.

    Will running the climate control or the headlights reduce the range of the vehicle?

    Yes, running the heat, the AC, the headlights, or any other vehicle component or attached device will reduce the maximum range of the vehicle.

    When driving, how can I tell how much range I have left?

    Each vehicle indicates the range either in mileage or a percentage of the remaining battery power. The Nissan LEAF indicates the remaining mileage on the dashboard, while the Smart EV indicates the percentage of remaining battery power. On the Smart EV, for every 10% you have about 7 miles of range.

    If I rent an Electric Vehicle, do I have to return it fully charged?

    No, there is a charging station on site and the valet will recharge it for you.

    If I want to take an Electric Vehicle farther than its range, what do I do?

    It is not recommended to take an Electric Vehicle farther than its range. However, with careful planning you may be able to do it

    Please keep in mind these helpful tips:

    1) Map out your route and determine the round trip mileage

    2) Your final destination should be within the range of the vehicle

    3) Know what your recharging options are ahead of time

    What are my recharging options?

    There are two types of recharging options currently available: Level 1 and Level 2.

    Level 1 charging cords are provided in the trunk of all Hertz 24/7 Electric Vehicles. Level 1 charges the vehicle at 110 volts and plugs into a regular three prong outlet. This level of charge is also known as a “trickle charge” because it takes about 15-20 hours to fully charge depending on the battery size.

    Level 2 charges the vehicle at 220-240 volts and can fully charge a vehicle in 5 to 8 hours depending on the battery size. Please note that the more charge that is left in the battery, the less time it will take to recharge. For example, if you drive the Nissan LEAF 50 miles, it will take roughly 3.5 to 4 hours to charge back up to 100%.

    When and where can I use a Level 1 charge?

    Level 1 charges may be used on trips where you will be parked overnight and have access to a 110 three prong outlet. Please make sure that your destination is within the range of the vehicle.

    When and where can I use a Level 2 charge?

    Level 2 charging stations may be located by using the Hertz NeverLost® GPS system in the vehicle, or by calling the Customer Care Center to direct you to the nearest station.

    How do I pay for fuel/recharging?

    Fuel/recharging is included in your rate. If you need to refuel, you have two options:

    1. Fuel Card

    If there is a fuel card in the vehicle (usually found above the sun visor), you are to use that fuel card to pay to refuel it. When using the fuel card, you will be asked for your PIN and the car's mileage. If you do not know your PIN, scroll to "Fuel" on the screen pad menu and select "Pin Code" for the number.

    2. Pay Directly

    If the vehicle does not contain a fuel card or you wish to use your own method of payment, Hertz will reimburse you for the cost of fuel needed to refuel the vehicle by issuing a credit to your payment card. To be reimbursed, email the Customer Care Center at membercare@hertz.com, attach a copy of your receipt to your email and note the mileage at the time of refueling in your email. A credit will be applied to the payment card in your profile within 48 hours of Hertz's receipt of your email. If the payment card used to refuel is not in your profile, please add it to your profile prior to emailing the Customer Care Center to request reimbursement. Prepaid receipts are not accepted.

    What if I don't have enough charge to return to the Hertz 24/7 location?

    Please contact the Customer Care Center for assistance in locating the closest charging station. If you are unable to return the vehicle to the Hertz 24/7 location, you will be held responsible for any costs incurred to return the vehicle.

  • TOLLS/PLATEPASS®

    Does Hertz 24/7 offer a service to allow me to pay for tolls electronically?

    Yes, Hertz 24/7 offers PlatePass®, which allows tolls to be paid electronically. If you choose to use it, you will avoid delays at toll lanes and be on your way faster. If you use PlatePass®, the credit or debit card that you used for your rental will automatically be charged for tolls incurred at the Toll Authority's highest undiscounted toll rate and the applicable service fee, and you will be able to bypass cash lanes. PlatePass®, a division of American Traffic Solutions, administers this service for Hertz.

    Where is PlatePass® available?

    PlatePass® is currently available on multiple toll roads in various states across the U.S. The PlatePass® service may be used on toll roads administered by the following toll road services:

    E-Z PassFor DE, MA, MD, ME, NC, NH, NJ, NY, OH, PA, VA, WV
    I-PassFor IL, IN
    EZ Tag/TX TagFor TX
    Sun Pass/E PassFor FL
    EXpress TollFor CO
    FasTrakFor Greater San Francisco Bay Area Bridges
    Good to Go!For SR 520 Bridge and Tacoma Narrows Bridge ONLY

    How Does PlatePass® Work?

    Depending on where you go, PlatePass® works differently.

    For E-Z Pass & I Pass toll roads, PlatePass® is used with a toll transponder located within a shield box that is affixed to the windshield below the rearview mirror. To use PlatePass®, simply pull out the transponder from the shield box, so that the toll agency can electronically read the pass. If you don't want to use PlatePass, please make sure the transponder remains fully within the shield box and pay all tolls with cash or your own toll transponder compatible to the toll road.

    For all other toll systems on which PlatePass® may be used, the toll road system will automatically read the vehicle's license plate if the vehicle passes through a toll lane without paying the toll with either cash or a compatible toll transponder. There is no device inside the car that needs to be used. If you don't want to use PlatePass®, you must pay all tolls with cash (if a cash option is available) or with your own toll transponder compatible to the toll road.

    How much does the PlatePass® service cost?

    If you use PlatePass®, you will be charged a $4.95 service fee for each day of the rental including any days on which PlatePass® is not used, up to a maximum of $24.75 per rental month, plus incurred tolls at the Toll Authority's cash toll rate or highest undiscounted toll rate. PlatePass LLC will automatically charge the credit card used for the rental, typically one-to-three weeks after the rental closes. Processing of charges can at times take up to a month or more. Cash customers will be invoiced by PlatePass LLC. PlatePass® charges will not appear on your invoice for your rental. PlatePass® charges can be viewed at www.platepass.com.

    How do I get more information regarding a PlatePass® charge that I received while renting a Hertz 24/7 vehicle?

    You can obtain more information regarding a PlatePass® charge by contacting PlatePass LLC at www.platepass.com or 1-877-411-4300 (8am-7pm CST M-F) or email Help@PlatePass.com.

  • PIN PAD

    When can I expect to receive my 6-digit entry code?

    Your one-time use, 6-digit entry code will be sent to you via email or text message, within 30 minutes prior to the start of your reservation.

    Why do I need an entry code to access the vehicle?

    A 6-digit entry code is required to unlock/lock all Pin Pad enabled vehicles.

    Can I still use my access card or key fob to unlock the car?

    Yes, you may still use your current access card or key fob to unlock/lock a Pin Pad enabled vehicle if you choose. Just hold the entry device over the designated area at the top of the Pin Pad unit to unlock/lock the car.

    Where can I find the Pin Pad on the car?

    The Pin Pad unit can be found on the driver’s side windshield of the vehicle.

    How do I enter my entry code using the Pin Pad?

    Enter the 6-digit entry code using the Pin Pad on the front windshield. If the Pin Pad flashes GREEN, your entry code has been accepted and the doors will unlock/lock. If entered incorrectly, the Pin Pad will flash RED, and you will need to re-enter the entry code. The Pin Pad will remain inactive for 30 seconds should more than 2 attempts (12 digits in total) be entered. If 2 additional attempts (another 12 digits in total) the Pin Pad will remain inactive for 5 minutes.

    Will my entry code expire ?

    Your entry code will expire at the close of your rental.

    Will my entry code still be valid if I extend my rental?

    Yes, your entry code will remain valid until the close of your rental.

    Can the entry code I receive be used by someone other than myself?

    No. Your vehicle access whether by entry code or access device, is yours and yours only. Allowing others to use your access is a violation of the membership agreement and could result in the loss of your vehicle access.

    How can I retrieve my entry code, if misplaced or lost?

    If your entry code has been misplaced or lost, please contact Customer Care immediately, so that we can issue you a new entry code, and deactivate the previous code.