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Onto - Electric Car Subscription

What happens if you lose your key?

If you’ve lost your physical key, remember you can use the Onto app to lock, unlock and drive your car. You just need to activate the key in the app first.

How to activate the key in your app

The key in your app needs to be downloaded before you can use it. You’ll find it’s quick and simple to do this: 

  1. Make sure your device is connected to a Wi-Fi or mobile network.
  2. Open the app and your key will download automatically.
  3. For safety reasons, the key download lasts for 24 hours. 
  4. If you use your car regularly, we recommend you open the app and download your key every day (while connected to a Wi-Fi or mobile network).

On your renewal date, a new key is issued in the app. You just need to download it in order to keep using the app.

Getting a replacement key 

Sadly replacement keys aren’t included in your contract, so we’ll ask you to cover the cost. However we don’t charge any admin fees.

Please let us know about your lost keys as soon as you can. You can email or call 0345 0348 647, and we'll be happy to help!

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