Issues & Support

If something goes wrong with a booking, pickup, payment, or the agency, use this page for what to do first. For full contact options (in-app chat, email, Report problem), see

Contact Support.

Agency doesn’t show up / late pickup

If the agency is late or does not arrive at the agreed pickup or delivery time:

  • Message the agency in the McRental in-app chat and wait a short time for a reply.
  • Open your chat with McRental Support (AI replies first; turn off AI from the ⋮ top-right menu if you need a human—usually under 6 hours).
  • Or email support with your name, rental ID (if you have it), agency name, city, and what happened. For emergencies, set the subject to exactly "urgent" or "emergency".

Email: support@mcrental.app

Car doesn’t match / damage at pickup

Before you leave with the car, check photos, mileage, fuel, and any damage with the agency. Take your own photos or video. If the car is not as listed or has unexpected damage:

  • Tell the agency immediately in the in-app chat and keep a record of the conversation.
  • Contact McRental Support via chat or Report problem (Settings → Report problem) and attach details.
  • Do not start the trip if you are not comfortable—ask support for help before driving away.

Payment or refund problems

If a payment failed, you were charged twice, or a refund is late:

  • Check the rental status in the Rentals tab and your bank or card statement.
  • Review cancellation and refund timing on our Cancellations page—refunds depend on payment type and the full-refund window.
  • Contact McRental Support with the rental ID and payment time. Refunds that are approved usually return via Stripe to your original method within a few days.

Cancellations Return & Refund Policy

Pending request or agency declined

Pay at pickup bookings are requests until the agency accepts. If a request is pending too long, it may cancel automatically. If the agency declines, you can book another car. For questions about a specific request, use in-app Support chat or email with your rental ID.

Fastest ways to get help

  • In-app chat with McRental Support — best for active rentals and quick questions.
  • Settings → Report problem — choose problem type, response language, response email, and description.
  • Email support@mcrental.app — use subject "urgent" or "emergency" during a live rental emergency.

Support is available 24/7. AI handles simple chat questions instantly; after you turn off AI, a human agent replies in chat in less than 6 hours.