Whether you’re looking to rent an electric car for the weekend, subscribe to a Zilch EV long-term, or simply want to understand how shared electric mobility works, you’ve come to the right place.
We’ve pulled together the most common questions Kiwi drivers ask — and answered them in plain English. From how to book and unlock a Zilch EV, to charging, pricing, insurance and subscriptions — we’ve got you covered.
Trying something new can be a bit daunting, especially if you’ve never driven an EV before. But don’t worry — we’re here to make it simple, affordable and stress-free. If you can’t find your answer below, get in touch with our amazing New Zealand based support team here.
Before you book
You will need to sign up for an account, verify your Driving Licence, and add a Credit Card. Once all that is done you will be set to book a car.
We will post the card out to you, however if you need it sooner, please contact the Zilch team on 0800 2 Zilch and they will assist you.
Currently in Auckland, Christchurch, Rotorua and Hamilton, but keep an eye out, we are looking to expand further all the time.
We are 100% Electric, and have a range of cars to suit your needs, from Hyundai Ioniq’s to Konas.
Our rates start from $16 per hour, you can find them here.
Picking up your car
Shortly before your booking begins, you will receive an SMS and email containing your vehicle location, your booking start time, and your vehicle registration number. You can also click on the link in your SMS text, start your booking and you will see the location of your vehicle.
We monitor bookings to ensure the vehicle is ready for you upon arrival. If, for any reason, your booked vehicle is unavailable, we will transfer your booking to another available vehicle and notify you. Just give us a call on 0800 294 524.
Things happen, meetings run late, we understand. Click on the link in the SMS to start your booking early. Please be aware if you don’t start your booking within 15 minutes of the scheduled start time, it will expire and you will be charged for one hours hire.
If you don’t start your booking within 15 minutes of the scheduled start time, it will automatically expire. give us a call and we can reinstate your booking. Please remember there is a charge for any expired bookings.
Simply unlock your vehicle, unplug the charging cable within 10 seconds, and return the cable to the charging station. If you miss the 10 seconds just lock and unlock your vehicle again.
To unlock your vehicle, you can use either your Zilch Acces Card or the link in your SMS text:
Zilch Card: Locate the card reader on the windscreen, swipe your card over it, and the doors will unlock.
SMS Text: Just click on the link in your SMS text and start your booking. Then you will see an unlock icon to click. Please note that this option may not work if you are in poor reception, so always have your access card to hand.
If you have a booked car and find the vehicle has been damaged by a previous user, please report it by emailing support@zilch.nz.
Here are three common reasons why this might happen, along with simple solutions:
You’ve arrived outside your booking start time, so the booking may have been cancelled or isn’t ready yet.
Solution: If you’re early, wait until your booking starts and try again. If you’re late, make a new booking.
You may be trying to unlock the wrong car.
Solution: Double-check your phone for the car name and license plate associated with your booking.
Your Zilch account might not be verified or active.
Solution: Contact us via phone or email during business hours, and we’ll help resolve the issue.
Ensure the charger is unplugged, the charger cap is replaced, and the charging flap is securely closed.
Get into the car, close the door, and fasten your seatbelt.
Press the brake pedal firmly and push the START or ON/OFF button.
This issue can often be resolved with a quick “off and on again” reset:
Turn the car off.
Open the door – any dashboard lights should turn off when you do this.
Close the door.
Tap your Zilch card on the card reader – the unit will beep, and the doors will lock.
Tap the card reader again – listen for the beep and the doors unlocking.
Press the brake pedal firmly.
While holding the brake pedal, press the start button again.
You should now be good to go.
On the road
If you are an AA member with roadside assistance, you can contact them directly and let us know what has happened. Alternatively, you can call us at 0800 294 524, and we will arrange roadside assistance for you. Please be aware that unless the issue is due to mechanical failure, you may be charged for the call out.
Notify the police immediately if anyone is injured, traffic flow is obstructed, or there is a dispute over the facts. Afterward, call us on 0800 294 524, and we’ll assist you.
You will need to either complete an insurance claim form or provide information about the incident for Zilch to make a claim. If the cost of repair exceeds the insurance excess on the vehicle, you will be liable to pay this.
If you have a booked car and find the vehicle has been damaged by a previous user, please report it by emailing support@zilch.nz.
If you damage your car during your booking but it remains safe to drive, please report the damage at the end of your booking or call us on 0800 294 524.
If the car is unsafe to drive or you require assistance, contact us immediately, and we will provide support.
This is displayed on the dashboard of the car. Please note that this is based on the previous trips the car has taken so is only an estimate. Running air con, heating, or blasting the radio could cause the range to drop faster.
The Zilch Access Card works on any Chargenet, bp charge, We.EV or Openloop chargers, and this can be seen in the Zilch App. We suggest that you download PlugShare as this shows all chargers in NZ, including plenty of sneaky free ones that you can plan coffee breaks and lunches around.
Park at any appropriate charging location, such as a public charger or a Zilch hub
BMW i3 – Switch off the car and open the charging flap by pressing on the fuel flap button, located in the usual position for a traditional fuel flap.
Connect the charging cable to the car and activate the charging unit following the instructions specific to that unit.
Hyundai IONIQ – Switch off the car and open the charging flap by pressing on the fuel flap button, located on the lower dash panel.
Connect the charging cable to the car and activate the charging unit following the instructions specific to that unit.
Hyundai Kona – Switch off the car and open the charging flap by pressing on the fuel flap itself, located on the front bumper.
Connect the charging cable to the car and activate the charging unit following the instructions specific to that unit.
Your Zilch access card also serves as your payment method for all ChargeNet, bp charge, Openloop, and WEV charging stations in NZ. This will be charged to you at the end of the booking.
Things happen (such as Auckland traffic) so you might need to extend your booking. Its important to let us know in advance so we can shuffle things around if someone else has the car booked after you.
Simply click the link in your SMS, then select the “Extend” icon. From there, you can choose how long you’d like to extend your booking. If you get a message ‘extension failed’, it is likely because there is booking after yours. Give the Zilch team a call to check your options.
Don’t worry – you simply lock and unlock your car to clear the message.
Driving the cars is not permitted on 4WD tracks, beaches, riverbeds, construction sites, unformed legal roads, or in parks.
Yes, you can take your EV out of the city and explore NZ, in fact we encourage it. However, driving on 4WD tracks, beaches, riverbeds, construction sites, or unformed legal roads is not allowed.
Only the registered driver who made the booking can drive the car. If you are looking at a longer hire and want to share the driving, let us know and we can assist.
Yes, you are welcome to take passengers with you.
You can drive as far as you like. Just remember that anything over 180km per day is charged at a higher rate, and do keep an eye on your battery level, especially if heading into the countryside.
Dropping off
Easy! Drop your car off at the same hub you picked it up from, or to the One-Way destination hub you chose at the time of your booking,
Simply turn off the car, plug in the charging cable, take all your personal belongings and your rubbish with you, and lock the car. Once done you can end the booking via the SMS link. Please note if you are dropping back early and you don’t end the booking, you will continue to be charged
Security is important. Lock your car by tapping your Zilch access card on the card reader on the windscreen or by clicking the “lock/unlock” icon via your SMS link.
Yes. Once you have returned the car to the original hub, or the designated One-Way destination hub click on your SMS link and click on the icon “End Booking”. Please note if you are dropping back early and you don’t end the booking, you will continue to be charged
Drop your car off at the same hub you picked it up from, or to the One-Way destination hub you chose at the time of your booking,
Simply turn off the car, end you booking via the SMS link, plug in the charging cable, take all your personal belongings and your rubbish with you, and lock the car.
Please note if you are dropping back early and you don’t end the booking, you will continue to be charged
After your booking
You will be charged for your trip immediately after you end your booking.
Sign into the Zilch website and on your booking you can click on the icon “View Invoice”.
We are here to help. Give us a call on 0800 294 524 and we can unlock your car and let you get your belongings.