FAQ

Getting Started

How do I rent a VeoRide bike or e-scooter?

Simply download the free VeoRide app from the App Store or Google Play and sign up for an account with your phone number. Once you get your account set up, you’ll be able to locate a bike or e-scooter through the app and be on your way!

HOW OLD DO I HAVE TO BE TO USE A VEORIDE BIKE OR E-SCOOTER?

If you are 18 years old or older, you can register for a VeoRide account and ride any of our bikes, e-bikes or e-scooters. If you are at least 13 years old and your parent or guardian gives you the green light, you can ride our pedal bikes.

DO I HAVE TO WEAR A HELMET?

We highly recommend the use of a helmet while riding a VeoRide bike or e-scooter. We often provide free helmets at our events.

How can I find a VeoRide bike or an e-scooter near me?

Our vehicles are GPS-enabled and can be easily located using the VeoRide mobile app. Once you open the app, you will see icons for the fleet types available in your vicinity.

The Ride
HOW CAN I UNLOCK A VEORIDE BIKE OR E-SCOOTER?

Using your smartphone, scan the QR code on the bike’s handlebars or the rear lock. On the e-scooter, just scan the QR code on the handlebars. You can also manually enter the 8-digit ID to unlock the vehicle.

CAN I UNLOCK MULTIPLE RIDES AT THE SAME TIME?

Unfortunately, due to our current hardware limitations, it is not possible to unlock multiple bikes or e-scooters using one account. Our team is constantly seeking out ways to improve the VeoRider experience and this one is high on our list, so we are actively working on a solution! In the meantime, each rider would need to have their own account on their own phone.

CAN I TAKE A TRIP AT NIGHT? ARE THE BIKES AND E-SCOOTERS EQUIPPED WITH LIGHTS?

All VeoRide vehicles are equipped with lights that will automatically light up at night when riders are using them.

I cannot unlock my VeoRide bike or e-scooter, what should I do?
  • Did the app show that the vehicle is under maintenance? If so, please try to unlock another one.
  • Did the app ask you to check your Internet connection? If so, please make sure you are connected to data or using a strong WIFI signal and have Bluetooth turned on. Then give it a second try.

If none of these approaches work, visit the “Help & Info” page in the app to get in contact with the VeoRide Care team so that we may help you troubleshoot further.

How long can I rent a VeoRide bike or e-scooter?

You may keep a rental active for up to 48 hours; however, the fare meter will keep running until you park your bike or scooter in the appropriate geofenced area shown on the map, and lock the vehicle. If you park outside of a service area, you may be charged a retrieval fee that can range from $15 to $120, depending on the distance.

Where can I ride my VeoRide bike or scooter?

It’s best to ride in bike lanes, if available, and go with the flow of traffic. Sidewalks are designed for pedestrians, so please avoid traveling there.

The red boundary shows the geofenced area set up in cooperation with your university and/or community. While you may ride inside or outside the geofenced area (following the proper rules governing your area), make sure you can bring it back into the appropriate service area before locking it. You can only end your trip, and stop the fare, inside the geofenced service area.

HOW DO I END MY TRIP ON A VEORIDE BIKE?

The lock is located near the back wheel, under the bike seat. Simply push the slider on the lock to end your trip. The app will automatically stop charging and provide you with a trip summary. Please note that engaging the kick-stand will not end the trip if the bike remains unlocked.

HOW DO I END MY TRIP ON A VEORIDE E-SCOOTER?

Just park in an appropriate location before tapping the “End Ride” button in the app to end your trip. If you are unable to end the ride from your phone, you may also long press the small button in between the handlebars until you hear a beep.

I FORGOT TO LOCK MY RIDE, WHAT DO I DO?

If you were riding an E-scooter, you can end the trip remotely by tapping the “End Ride” button in the app. If you were riding an E-bike or pedal bike, please return to the vehicle to lock it and end charges for your trip. If you are unable to return to the bike and lock it, you can notify us in the app’s “Help & Info” page so that we may dispatch one of our technicians and inform you of any associated costs.

The App
THE APP IS NOT WORKING. WHAT SHOULD I DO?

Ensure that your phone is connected to the internet, Bluetooth is on, and you have “location services” enabled. If you haven’t already, please update to the latest version of the app. If an update does not correct the issue, please send the issue to hello@veoride.com or contact the VeoRide Care Team at 855-836-2256.

I CAN’T LOCATE ANY BIKE OR E-SCOOTER ON THE APP. WHAT HAPPENED?

If you are not located within a VeoRide service area, rides will not be visible on the map.

If you are in our service area, please check your internet connection, enable “location services” in your phone settings, and restart the app to correct the issue. If this doesn’t resolve it, please send the issue to hello@veoride.com or contact the VeoRider Care Team at 855-836-2256 so that we may escalate the issue to our tech team.

Parking
WHAT DOES THE BOUNDARY ON THE MAP MEAN? WHERE CAN I PARK MY VEORIDE BIKE?

The red boundary shows the geofenced area set up in cooperation with your university and/or community. While you may ride inside or outside the geofenced area (following the proper rules governing your area), make sure you can bring it back into the appropriate service area before locking it. You can only end your trip, and stop the fare, inside the geofenced service area.

HOW SHOULD I PARK MY BIKE OR E-SCOOTER?

End your ride in an appropriate service area, per the above question. Please park the bike or scooter in an upright position with the kickstand down. Make sure to park in areas designated for bike or scooter parking, such as public bike racks or other parking zones. If you’re parking in the “furniture zone” on a sidewalk, give at least 3 feet of clearance for accessibility. It is important that the bike or scooter does not impede pedestrian access, nor block car traffic or encroach on private property.

WHAT DOES THE “NO PARKING” SIGN ON THE MAP MEAN? WHAT HAPPENS IF I LEAVE MY BIKE OR E-SCOOTER THERE?

We work with the communities we serve to set up parking and riding guidelines. Some ask for “no parking” areas to keep bikes and scooters from being left there. If you try to park your vehicle in one of the no parking areas, you won’t be able to end your trip and stop the fare meter. So, to avoid being charged for parking inappropriately, just avoid those areas when you’re done riding and you’ll be good to go!

Payment
HOW DO I PAY FOR MY TRIP?

Simply enter your credit card information into the VeoRide app to deposit money into your VeoRide account, which you can use immediately and for future rides.

WHAT HAPPENS IF THE APP SAYS MY PAYMENT IS DECLINED?

Make sure you’ve entered the correct number, expiration date, and CVV number. If it still declines the payment, please contact your bank.

THE APP IS STILL CHARGING ME AFTER I LOCK MY BIKE OR E-SCOOTER, WHAT SHOULD I DO?

Restart the app as this can reset the fare timer. If that doesn’t resolve the issue, reach out to the VeoRide Care Team by emailing hello@veoride.com or giving us a call at 855-836-2256. Please provide the vehicle’s ID number, and we will address the issue as soon as possible. Don’t worry; any extra charges will be refunded.

Can I get a refund for my account balance?

At this time, the balance is not refundable. If you have a special circumstance causing you to be overcharged, please let us know through the “request a refund” contact form in the app and we will promptly address it.

Reporting Issues
A VEORIDE BIKE OR E-SCOOTER IS PARKED IN AN AREA WHERE IT’S NOT SUPPOSED TO BE (FOR EXAMPLE, LYING DOWN ON MY PROPERTY, LEFT IN THE MIDDLE OF A SIDEWALK, BLOCKING MY SHOP ENTRANCE, INSIDE MY BUILDING, ETC.). HOW DO I REPORT IT?

We are sorry for the inconvenience. VeoRide strives to be a good neighbor and we will send our operations team to pick it up. Please contact us at 855-836-2256 or hello@veoride.com to report the vehicle’s address and- if possible- the vehicle number located in between the handlebars.

WHAT IF I HAVE A PROBLEM WITH MY VEORIDE BIKE OR E-SCOOTER?

Riders can report all issues through the VeoRide app. Be sure to include your bike or E-scooter ID number, located on the handlebar or the lock.

What if I’m the last person to ride a bike or e-scooter, and it gets damaged when I’m not using it?

If that is the situation, the last rider won’t be asked to pay for the damage; however, they are encouraged to report the issue via the VeoRide app as soon as possible.

Community
If there’s no cost to the community, how does VeoRide make money?

VeoRide truly seeks to partner with the communities and campuses we serve, so we’ve removed the investment barrier. We earn revenue through bike or scooter rentals and membership fees.

How can I bring VeoRide to my university or city?

We appreciate your interest! Just contact us at hello@veoride.com so we can work with you to determine if VeoRide is a good fit.

Still need help? Send us a note!
For any other questions, please write to us at hello@veoride.com or call us at 855-836-2256.