What should I do if I have an accident or breakdown?

If you have an accident, your safety comes first. Move to a safe place if you can, and check that everyone is okay.

• Call the police and fill out the accident report form located in your glove compartment—this is mandatory for all accidents.
• Take clear photos and videos of any damage and the accident scene.
• If your RV cannot be driven, contact roadside assistance right away (see details below).
• After you’ve received help, send all documents, photos, and the police report to roadsurfer using our contact form. Select “I have an existing booking” and “I am already on the way.”

If you can’t reach roadsurfer support or roadside assistance by phone and you’re in a dangerous situation, call local emergency services (911 in the USA).

• For non-life-threatening issues, use the roadsurfer roadside assistance portal or log into your roadsurfer customer account for support options. You can also submit a request through our contact form for help.
• If you are unable to resolve your situation, remain in a safe place and keep trying to reach us or local authorities.

If your RV breaks down and can’t be driven, contact roadside assistance right away using the roadsurfer roadside assistance portal or by logging into your roadsurfer customer account and going to “Help on the Road.”

• During office hours, your call will be routed to roadsurfer support; after hours, you’ll reach the vehicle manufacturer’s mobility service provider directly.
• Have your vehicle information ready (VIN, license plate, model, and your location)—you can find these in your glove compartment and in your customer account under “Help on the Road.”
• Take detailed photos and videos of the situation and any damage. If it was an accident, it’s mandatory to call the police and fill out the accident report located in the glove compartment.
• After receiving help, send all documents, photos, and the transaction number from the service provider to roadsurfer using our contact form. Select “I have an existing booking” and “I am already on the way.”

If you’ve had minor damage or an accident but your RV is still roadworthy, follow these steps to report it properly.

• Document the damage as thoroughly as possible with photos and videos. If it was an accident, it’s mandatory to call the police and fill out the accident report located in the glove compartment.
• Send all documents to roadsurfer via the contact form. Choose “I have an existing booking” and “I am already on the way,” then select the option that best fits your situation.

Be ready to provide your vehicle details and location so help can reach you faster.

• Vehicle Identification Number (VIN)
• License plate number and vehicle model
• Date of registration, transmission type, and vehicle dimensions (length, width, height, weight)
• Your phone number, email address, number of passengers, and your current location
• You can find this information in your vehicle documents in the glove compartment and in your customer account under “Help on the Road.”

If you’re having issues with camping features—such as the kitchen, water, or electricity—please check our help center for troubleshooting advice first.

• Most problems with the camper’s living area are not handled by the external roadside service provider.
• Visit our help center for step-by-step guides on common issues.
• If you still need help, contact roadsurfer customer support using our contact form.

You can reach roadsurfer support at any time during your trip if you need help or have questions.

• Send us a message using our contact form.
• You can also find your dedicated phone number and additional support options in your customer account under “Help on the Road.”

Your dedicated support phone number is available in your roadsurfer customer account under the “Help on the Road” section once your journey has started.

• Log in to your roadsurfer account to access your booking details and support contact numbers.

Yes, roadsurfer roadside assistance and customer support are available in both English and German.

• You can request help or ask questions in either language when contacting us by phone or through the contact form.