> For the complete documentation index, see [llms.txt](https://documentation.movatic.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.movatic.co/movatic-app/rentals/end-a-rental/error-ending-the-rental.md).

# Error Ending the Rental

If the user is unable to end the rental due to an error in the process, they will be prompted to record a video and optionally describe the issue. The video is intended to confirm that the user has indeed left the hardware locked and secured.

The type of error can vary, such as the app identifying that the user is not near a station or another system error preventing the user from completing the rental. The rental will remain open, and once the user submits the information, the system administrators can review and manually end the rental on the admin site, adjusting the end time based on when the ticket was reported.

When this scenario occurs, the user will see the following prompt in the app:<br>

<figure><img src="https://3693766063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxId4PbGGTlBib03KztrO%2Fuploads%2FxF9Eq8C4YrGjMTlBkWC0%2Fimage.png?alt=media&amp;token=138a6311-35e8-4531-a237-a675d79c94a1" alt="" width="320"><figcaption><p>OBS New Hardware represents the system name, <br>which is changed based on the one the user is using.  </p></figcaption></figure>

Additionally, the system admins will receive an email with the report information from where they can access the admin site and take action.&#x20;


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