Missing Vehicle Recovery

If one of your vehicles can't be found or you suspect it may have been stolen, follow this guide to investigate and recover it. Acting quickly gives you the best chance of getting the vehicle back.

Step 1: Confirm the Vehicle Is Actually Missing

Before escalating, rule out common explanations. Vehicles that appear missing often turn out to be misplaced, offline due to a dead battery, or parked in an unexpected location.

1. Go to Vehicles and search for the vehicle by number or IMEI
2. Check the vehicle's current status — is it Available, In Use, or Maintenance?
3. Look at the last signal time — how long has it been since the vehicle reported in?
4. Check the map for the last known location

Step 2: Review Location & Ride History

The vehicle's history in the dashboard will tell you a lot about what happened.

Check Location History

1. Open the vehicle detail page
2. Review the location trail on the map to see where the vehicle has been
3. Look for the last point where the vehicle was in a normal location, then trace where it went after that

Check the Last Ride

1. Go to the Rides section on the vehicle detail page
2. Find the most recent ride and note:
   • Who rented it (customer name, email, phone number)
   • When the ride started and ended
   • Where the ride ended (drop-off location)
   • Whether the ride was properly ended or is still showing as active

Check Lock Event History

Review the lock/unlock audit trail on the vehicle detail page:

• Was the vehicle properly locked after the last ride?
• Were there any unlock commands sent after the ride ended?
• Were there any motion alerts while the vehicle was locked?

Step 3: Contact the Last Renter

In most cases, a "missing" vehicle is still with the last person who rented it. They may have forgotten to end the ride, parked it somewhere unexpected, or kept it longer than intended.

How to Contact Them

1. From the last ride record, find the customer's phone number and email
2. Call or text the customer first — this is the fastest way to resolve it
3. If they don't answer, send an email

What to Say

Keep it friendly and non-accusatory. Most of the time it's an honest mistake.

"Hi [Name], this is [Your Fleet Name]. We noticed our scooter #[number] may not have been returned to the designated drop-off area after your recent ride. Could you let us know where the scooter is currently located? If you still have it, please return it to [location] at your earliest convenience. Thank you!"

If the Renter Responds

• They still have it — Arrange a return or pick it up. Consider whether a late fee or extended rental charge applies.
• They say they returned it — Ask where they left it and go check that location. They may have parked it somewhere non-obvious.
• They're unresponsive after multiple attempts — Proceed to Step 4.

Step 4: Attempt Remote Recovery

If you can't resolve it through the renter, use the platform's remote tools.

If the Vehicle Is Still Online

1. Check its live location on the map and dispatch someone to retrieve it
2. Send a Lock command to immobilize it so it can't be ridden further
3. Send a Sound/Locate command when your team is near the location to pinpoint it
4. Monitor the location — if it's moving, watch where it goes and coordinate retrieval

If the Vehicle Is Offline

1. Note the last known location — this is your best lead
2. Visit the last known location to search the area physically
3. Check if the vehicle is in a building or garage — GPS may have shown it outside but it could be indoors nearby
4. Keep checking back — if the vehicle's battery recharges or it regains signal, you'll see it come back online

Step 5: File a Police Report

If you've exhausted Steps 1–4 and the vehicle is still unaccounted for, it's time to involve law enforcement.

When to File

• The last renter is unresponsive or denies having the vehicle
• The vehicle has been offline and missing for 48+ hours
• The location history suggests it was taken from your service area
• You have reason to believe it was stolen (e.g., lock was tampered with, moved while locked)

Information to Gather Before Filing

Prepare the following before contacting police — having this ready will make the report much faster:

How to File

1. Call your local police non-emergency line (or visit the station) to file a theft report
2. Provide all the information above — the GPS data is especially useful to investigators
3. Get a case number — you'll need this for insurance claims and follow-up
4. Report to Levy — email support@levyelectric.com with the police report case number and vehicle details

What Happens After Filing

• Police may investigate based on the GPS data and renter information you provide
• Levy will flag the vehicle as stolen in the system
• If the vehicle comes back online at any point, you'll be able to see its location immediately
• Keep the police case number on file for any insurance claims

Step 6: Ongoing Monitoring

Even after filing a report, keep an eye out:

• Check the dashboard periodically — stolen vehicles sometimes come back online days or weeks later when the battery is recharged or the device regains signal
• Set up offline alerts — make sure your notification settings will alert you if the vehicle reports in again
• Watch for the vehicle physically — let your field team know to keep an eye out in the area it was last seen

Preventing Future Losses

To reduce the risk of vehicles going missing:

• Monitor offline vehicles daily — investigate any vehicle offline for more than 24 hours
• Configure motion alerts — get notified immediately when a locked vehicle is moved
• Deploy in well-lit, visible areas — vehicles in high-traffic locations are less likely to be taken
• Ensure rides end properly — vehicles left in "In Use" status with ended rides are more vulnerable
• Use geofences — get alerts when vehicles leave your designated service area

For a full overview of security features, see the Anti-Theft & Vehicle Security guide.

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