Frequently Asked Questions

Can I get immediate help now?

Yes! Make an assistance request via our web app on your mobile phone. You can monitor the progress of your assistance request and will receive an SMS to confirm your provider is on their way. Get help now.

What is the standard arrival time for an assistance provider?

Our assistance providers will arrive within 1-1.5 hours for flat battery, flat tyre, fuel delivery assistance requests during non-peak hours. Towing requests are expected to be be 1-2 hours. Our assistance providers will contact you to advise of any additional delays.

When will my provider be dispatched?

Once you make a request via our web app, we’ll assign an assistance provider in under 15 minutes. We’ll keep you up to date via SMS and your provider will be immediately dispatched to your location. In the case that our providers are occupied or unable to attend your location, we’ll notify you and any payments will be refunded.

Can I request assistance at a specified time?

Road Angels is an on-demand service and provides immediate assistance when you need it. This means that we cannot pre-book an assistance. You can simply request assistance at the time you need it.

How do I request roadside assistance with Road Angels?

Simply click the Get Help button to request assistance. You will then be guided through our online web app and help will be dispatched for a one-time call out fee. The entire process is super easy.

What services does Road Angels provide?

Road Angels provides assistance for flat batteries (jumpstarts or replacing a battery), changing flat tyres and fuel delivery. If your problem falls outside of these areas, you can request a tow to your nearest mechanic or dealership within 10km. Get help now.

What happens after I make a request?

Once your assistance request has been made via our online web app, you will be matched with a service provider close to your location. Your assistance provider will be immediately dispatched and you’ll be notified via SMS and in our web app.

Can I leave my vehicle?

Once you have made an assistance request, please remain with your vehicle until your assistance provider arrives. If you are not at your vehicle or your provider is not able to contact you, they will not be able to provide assistance and our call out fee will still apply.

Can I change my location?

You will need to remain at the location that was specified when you made your assistance request. Our assistance providers carefully plan their routes to help many customers and will only travel to the location you have specified in the web app. If you have changed your location, they may need to move on to the next customer and call out charges may still apply.

What happens after I’ve been assisted?

Once your assistance provider has helped you get back on the road, simply shake their hand and drive away. There’s no messy paperwork to sign, or payments to be made.

What if my vehicle is located on a freeway, motorway, parkway or highway?

Unfortunately, we are unable to assist on a major freeway, motorway, parkway or highway. Please note that this is mentioned in the web app when you specify your location.

What if my vehicle is parked off street or in an undercover parking lot?

Our web app allows you to specify if your vehicle is parked offstreet or in a parking lot. Please provide any additional location information in the description box to assist your provider. You will also need your mobile switched on and available at all times if your assistance provider contacts you.

What if my vehicle is locked?

Unfortunately, we do not provide lockout services. Your vehicle will need to be unlocked for your assistance provider to gain access. We cannot assist with malfunctioning locks or microchip issues and charges may still apply if our provider arrives onsite and are unable to unlock your vehicle.

How do I specify my location and track my assistance provider?

When requesting assistance, our website will auto-detect your position to help you specify your location. You can adjust this manually if needed. We’ll also send you an SMS link to track your assistance providers location and estimated arrival. Please note that this feature requires a stable 4G/5G mobile data connection and may not be available for all providers.

How can I contact Road Angels?

Once you have made an assistance request, you can contact our support team at any time via our online form.

What should I do if I am unsure of my vehicle issue?

Our web app allows you to select from a flat battery issue, tyre change, fuel delivery or towing up to 10kms. You will need to select the correct issue to ensure your assistance provider is able to assist. If your issue sits outside of these categories, you will need to select the towing option and our provider will transport you to your nearest mechanic or dealership for a comprehensive diagnosis and solution. Get help now.

What if I select an incorrect vehicle issue?

Our assistance providers can help with flat batteries, tyre changes and fuel delivery. If you have specified an incorrect issue, our team will attempt to assist where possible, but will not be able to provide services outside of these issues and you will be charged for the call out. If you are unsure, it is best to select the towing option and your vehicle can be towed to a mechanic or dealership of your choice.

What if my vehicle is an EV battery powered vehicle?

Road Angels does not currently provide services for EVs.

Do you provide vehicle unlocking services?

Road Angels does not provide vehicle unlocking services.

What is the pricing for an assistance call out?

We have an easy one-time fee when you request assistance with Road Angels. You can see pricing by starting an assistance request via Get help now.

 Is there a joining fee?

Road Angels has no joining fees and no ongoing subscription fees. When you need assistance, simply make a request via our web app and we’ll help you out immediately for a one time call out fee.

How do I pay for my Road Angels service?

Payment for a roadside assistance call out and is via credit card, through our website. You can see our pricing once you select the Get Help option and select your vehicle issue.

How secure is the Road Angels payment gateway?

Payments are handled by Braintree, a PayPal company. Your details are completely secure with full PCI compliance.

What happens if I want to cancel an assistance request?

Once your assistance provider has been requested and dispatched, you will not be able to cancel your request. We will initiate a one time fee for your assistance call out. Please see our Terms and Conditions for further information.

What happens if I receive a message that no assistance providers are available?

If you have made an assistance request and receive a message that our team are unable to assist, your request will be automatically cancelled and no funds will be removed from your account. The transaction will be automatically voided by your bank within 3-4 business days. Please note that this will not be listed as a refund as your bank will remove the transaction from your statement and no funds will be removed.

What is the process when I have a flat battery?

When you make an assistance request for a flat battery, our assistance provider will inspect your battery, peform a diagnosis and attempt to recharge your battery where possible. If the diagnosis reports that your battery has insufficient charge, you will be provided with the option to purchase a new battery at an additional cost.

What should I do after my battery is recharged or replaced?

After a battery replacement or recharge, your assistance provider will recommend to drive your vehicle for a period of time to recharge it. Please note that this is an important step to maintain your battery charge. If you do not drive your vehicle as recommended and your battery loses its charge, you will need to request and pay for another call out if you need additional assistance.

Will I need to visit my dealer after I change my battery?

Some vehicle models may require a dealer to reset the settings after replacing a battery. This is a standard automotive procedure due to your vehicle’s computer being disabled during the battery change over. Your assistance provider will advise if this is required and you will need to visit your dealership.

What if my assistance provider is unable to change my battery?

Our assistance providers will always do their best to replace your battery and provide competitive pricing. However, in some cases a battery housing may become corroded or have overly tight bolts from a previous service. If this occurs, it may not be possible to replace your battery and you will need to take your vehicle to a mechanic with additional equipment. Please note that your assistance provider will still be able to jump start your vehicle and advise on the next steps.

What should I do before requesting flat tyre assistance?

Please ensure you check the condition of your spare tyre, as the replacement tyre will need to be roadworthy. If a spare tyre has not been inspected for some time, it can develop roadworthiness issues and may not be able to be inflated. If you are unsure about the condition, you can select the towing option and we will transport you to your nearest tyre specialist for further assistance. Get help now.

Can I request flat tyre assistance if I have multiple flat tyres?

You will need to select the towing option if you have have two or more flat tyres. Please note that we are not able to assist or tow vehicles that have been damaged or involved in an accident.

How do I request assistance if my vehicle does not carry a spare tyre?

If your vehicle does not have a spare and you require flat tyre assistance, please select the towing option.

My tyre, lock nuts or a related tyre screws are damaged

If your tyres, screws or lock nuts have been damaged, our assistance provider will not be able to remove or replace your tyre. You will need to select the towing option and we can transport you to your nearest mechanic or dealership.

Can you change a tyre with security lock nuts and without the original key tool?

If you have custom wheels with security lock nuts, we will require the original key tool to remove your tyre. If you do not have the tool, you will need to request a tow to your nearest mechanic or dealership. We recommend call them in advance to confirm they can remove custom lock nuts as not all mechanics or dealerships provide this service.

Will I need a lowering rod to lower my spare tyre?

Yes, if your spare tyre needs to be lowered prior to replacement, you will need a lowering rod with your vehicle. This piece of equipment can be specific to a vehicle and assistance providers may not carry unique equipment. If your assistance provider arrives on location and you do not have this tool, they may not be able to change your tyre and you will still be charged for the call out.

How does towing work?

When you request a tow, you can specify the location of your nearest mechanic or dealership within 10kms of your location. They can diagnose and resolve issues that fall outside of our services. Selecting a tow is also preferable if you are unsure of your vehicle’s issue. Please be aware that a towing provider will only be able to tow your vehicle. They cannot assist with other services such as a flat battery, tyre change or fuel replacement. Get help now.

Do you have any standard requirements for towing?

A standard tow assumes your vehicle can be placed in neutral, your parking break is able to be released and you are in an accessible position to be lifted onto the tow truck. If your vehicle aligns with these items and has not been involved in an accident, you’re fine to proceed.

Can I request towing for more than 10kms?

Currently, we only provide towing services for up to 10kms. Our web app will allow you to specify a location and destination within this distance.

Can I change my towing destination after i’ve booked it?

Once you have selected your towing destination in the web app, it will be locked in and cannot be changed. Please check your destination before confirming your request as an incorrect destination will still incur a call out fee.

Can I receive towing if my car is located in an underground, undercover or multi-level car park?

We are not able to provide towing from underground, undercover or multi-level car parks. These areas may not fit a standard towing vehicle and require specialised services for extraction.

What if my vehicle is on a hill, in a space restricted area or not easily accessed?

When requesting towing, please ensure your vehicle is not on a steep incline and features adequate space for a towing vehicle. If you are unsure if a towing vehicle can assist, please contact us prior to making your assistance, as a call out fee may still apply if our towing provider arrives on site and does not have suitable access.

Can I request a tow if my handbrake is not functioning?

If your handbrake is not functional or your vehicle is unable to be placed in neutral, we will not be able to tow your vehicle. This will require extraction towing via a specialised service.

Can you tow a trailer or horse float?

Unfortunately, we cannot provide towing for trailers or horse floats.

Can you change a flat tire on my trailer or horse float?

We can replace a flat tyre with your spare tyre on a standard caravan or car trailer. Please note that we are unable to change tyres for a horse float.

What if my vehicle has been in an accident or has damage?

We are unable to provide assistance or tow vehicles in an accident. You will need to contact road traffic authorities to have your vehicle removed from an accident scene.

How do I contact Road Angels?

You can contact our friendly support team at any time via our online form. If you need immediate assistance, you can click the Get help now button.

Why am I unable to detect my location?

When making an assistance request, our web app will attempt to detect your location via your mobile phone. If you are experiencing issues, you may need to enable “Location Services” via the settings on your mobile phone and ensure you have an active mobile 4G/5G connection.