Zubie guide
Zubie troubleshooting
Fixes for the most common problems when connecting Zubie or syncing cars. Find the message or problem you see.
“Failed to connect Zubie account. Please try again.”
- Why it happens
- The Zubie sign-in was cancelled or timed out, or access wasn't approved.
- What to do
- Go to SettingsConnectionsZubie, click Connect Zubie, sign in to Zubie and approve access.
Zubie still shows Not connected after you approved access
- Why it happens
- You connected while signed in to TuroReports as a team member. Only the account owner's connection counts.
- What to do
- The account owner must do this step: connect Zubie again, then refresh the page.
You see cars you don't recognize, or your cars are missing
- Why it happens
- A different Zubie account was connected, usually because the browser was already signed in to it.
- What to do
- Disconnect, sign out of Zubie at app.zubie.com, then connect again and sign in with the right account. Click Sync vehicles. If cars from the other account were added to your fleet, contact TuroReports support and we'll help you clean them up.
“No vehicles found in your Zubie account.”
- Why it happens
- TuroReports can't see any cars in the Zubie account you connected.
- What to do
- Check that your cars appear at app.zubie.com and that their devices are installed and active. Then click Sync vehicles. If your cars show in Zubie but not here, you may have connected a different Zubie account.
A car shows “No VIN in Zubie” or is listed as Unmatched
- Why it happens
- The car has no VIN in Zubie, so TuroReports can't tell which car it is.
- What to do
- Add the VIN to that vehicle in the Zubie app, or ask Zubie support to add it. Then click Sync vehicles.
A “Sync failed” message appears when you click Sync vehicles
- Why it happens
- Zubie no longer accepts TuroReports' access, for example because it expired or was removed.
- What to do
- Disconnect, connect again, then click Sync vehicles. Your cars and their history stay in TuroReports.
A car you just added in Zubie isn't in TuroReports
- Why it happens
- New Zubie cars are linked automatically once a day.
- What to do
- Click Sync vehicles to link it now. If it still doesn't appear, check that the car has a VIN in Zubie.
A car is connected but its trips aren't showing
- Why it happens
- Usually the trip came before the connection, the device stopped reporting, or the car is missing its Turo listing ID.
- What to do
- Check the trip happened after you connected. Earlier trips aren't brought in.
- Check “Last seen” next to the car under Connected vehicles. If it's old, the device may be unplugged; contact Zubie support.
- Check the car has its Turo listing ID in TuroReports, so its trips line up with its reservations.
“Cars on more than one tracker”
- Why it happens
- The same car also reports from another tracker connected to your account.
- What to do
- On SettingsConnections, choose which tracker each listed car should use. Only the account owner can choose.
“That device is linked to a car in another TuroReports account.”
- Why it happens
- The Zubie device is still linked to a car in a different TuroReports account, for example after the car changed hands.
- What to do
- Contact TuroReports support with the car's VIN and we'll sort it out.
Still need help?
Email support@turoreports.com or use the contact form. Include your TuroReports login email, the car's VIN if a car is involved, and a screenshot of what you see. For device or Zubie login problems, contact Zubie support.