FAQs for PoolCar Users

Why can’t I see a specific vehicle when trying to book?

I’m not seeing some vehicles — what’s up with my search filters?

The vehicle may have been moved to a different pool that you no longer have access to.

Check if filters like body type, fuel type, or transmission are active — they might be hiding the vehicle you want.

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I’m trying to book but a vehicle doesn’t show — do I have the right license?

Can I drive manual cars? I only see automatics.

I’m on a probationary licence — why can’t I book certain vehicles?

Ask your administrator to confirm your licence type matches the vehicle’s requirements, including manual vs. automatic transmission.

If “Can drive manual?” isn’t checked in your profile and the vehicle is manual, it won’t appear for you.

Some cars prohibit probationary drivers. If “Probationary driver” is checked in your profile and the vehicle prohibits them, it won’t appear.

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Why do I get no results even though I should be able to book?

How do I know which access groups apply to me and vehicles?

Ask your administrator to double-check both your access groups and the vehicle's assigned groups. If they don’t overlap, you won’t see it.

Ask your administrator to look at your Driver Record in the Driver Register, and the Vehicle Record in the Vehicle/Asset Registers to compare which access groups are assigned to you and each vehicle

The vehicle seems invisible — has it been hidden or disabled?

My vehicle disappeared after I was able to book it before — what changed?

Ask your administrator to check if the vehicle is marked “Hidden from booking system” or has booking date restrictions. This may prevent visibility.

It’s possible the vehicle’s settings (like “Hidden” or date restrictions) or your own profile permissions were changed. Review recent changes.

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Could the vehicle be in the wrong pool?

I changed pools but the vehicle still doesn’t show — what do I do?

Yes. If it's not assigned to the pool you're viewing, it won't show up. Confirm with your administrator if it's correctly assigned and active in the appropriate pool.

Make sure it’s been officially unassigned and reassigned using the right dates. If it’s stuck in the wrong pool, it won’t show up

Still can’t figure it out — what’s the next step?

If none of the above apply, take a screenshot of your advanced search page and your booking attempt, and raise with your organisation’s administrator.