FAQ
The Ride
How do I rent a VeoRide bike?
Simply download the free VeoRide app from Apple Store or Google Play. Then, sign up for an account with your phone number. After that, locate a bike using the app and be on your way.
How much does it cost to rent a bike?
VeoRide bikes cost 50 cents for each 15 minutes of use, so unlike other ride share programs that have higher minimum usage times, you do not have to pay for more time than you need.
We offer four packages: Pay-As-You-Ride, as well as Monthly, Yearly and Day passes. Our affordable Monthly and Yearly memberships are discounted for certain university students, faculty and staff.
*Packages include unlimited 30-minute free rides, and the Day Pass includes unlimited 2-hour rides.
How can I find a VeoRide bike near me?
Our bikes are GPS-enabled and can be easily located using the VeoRide mobile app. The map will show bikes in your vicinity.
How long can I rent a VeoRide bike?
There is no limitation on the length of a bike rental; you may keep a rental active for as long as you choose. However, the fare meter will keep running until you lock your bike. To avoid excessive charges, please be sure to complete your trip by pushing the slider down on the lock near the back wheel to lock the bike.
Can I use one account for multiple bikes?
Currently, you are only able to unlock one bike per VeoRide account. However, you can use the same credit card for multiple accounts. We are sorry for the inconvenience, but we are working on a solution.
Where should I park/return my bike?
Please park at bike racks or appropriate locations for bike parking. It is important that the bike does not block car traffic, impede pedestrian access, or encroach on private property.
Someone took my VeoRide bike. What should I do?
Let us know the ID number of the bike you were renting. It can be found in your VeoRide app. We will send our operations team to take care of it as soon as possible.
In the policy, it states that bikes must be locked in a bike rack when done or we can be charged a fee up to $120?
The bike should be returned and parked in a service area, which are marked as a geo-fence area in the VeoRide app. If the bike is parked outside of the designated area, and the rider is not willing to ride it back to the service area, they will be charged the $120 retrieval fee.
What if I’m the last person to ride a bike, 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, and they are encouraged to report the issue via the VeoRide app as soon as possible.
The Bike
How can I unlock VeoRide bikes?
Using your smartphone, scan the QR code on the handlebars or the rear lock. You can also enter the 8-digit bike ID to unlock the bike.
The bikes don’t appear to have lights on them. Why?
All bikes are equipped with lights that will automatically light up at night when riders are riding the bike.
How do I end my ride?
Simply push the slider down on the lock near the back wheel to lock the bike and end your trip. The app will automatically stop charging and provide you with a trip summary.
I cannot unlock my VeoRide bike, what should I do?
- Did the app show this bike was reserved by another user? If so, please try to unlock another bike.
- Did the app show this bike is under maintenance? If so, please try to unlock another bike.
- Did the app show “please check your Internet connection”? If so, please make sure you are not connected to any Wi-Fi and open the Bluetooth. Then give it a second try.
If none of those approaches work, tell us your bike ID number. The bike ID number is on the handlebar or on the lock.
Or you can open the VeoRide app, tap the “report” button on the right-bottom corner, go to the damaged bike section. Choose “report broken lock” button.
What if I have a problem with my VeoRide bike?
Riders can report an issue through the VeoRide app, or by calling 855-836-2256. Please have your bike ID number, located on the handlebar or the lock, handy. On the app, tap the “report” button on the bottom-right corner, and go to the “damaged bike” section to report the problem.
VeoRide technicians are available to handle minor issues, and they respond within two hours of receiving a report. For more extensive damage, VeoRide partners with local bike shops for larger repairs that might need mechanical assistance.
Local staff conduct a full mechanical review of our bikes once a month to maintain the integrity and safety of our equipment.
Is there a certain radius as to how far the bikes can be ridden so they stay in the zone and can be picked up and used by others in the area?
We create specific geo-fence borders that are customized for each community’s requirements. Check the map on the VeoRide app to see the boundaries for your area.
I forgot to lock my bike. What should I do?
If possible, please return to your bike and lock it by yourself. If you are not able to, you can contact us, and we will charge you a service fee to lock the bike for you with our operations team.
A VeoRide bike is parking in an area where it’s not supposed to be. How do I report it?
We are sorry for the inconvenience. VeoRide strives to be good neighbors. Please contact us at 855-836-2256 or hello@veoride.com to report the problem bike. If you can locate the bike’s ID number (located on the handlebar or lock), please report that information to us. Otherwise, inform us of the bike’s address. Our operations team will address the situation immediately.
The App
How do I pay for my ride?
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.
How do I use promo codes?
On the VeoRide app, go to Menu -> My Wallet -> Coupons -> Enter Your Promo Code and click Confirm. Then you can click on the coupons to add riding credits to your balance.
What does the green boundary on the map mean? Where can I ride my VeoRide bike to?
You can ride your bike anywhere you want, but just make sure you can bring it back into the green boundary area. You can only park your VeoRide bike inside the green boundary area.
What does the “no parking” sign on the map mean? What happens if I leave my bike there?
You cannot park your bike within these areas due to local regulations. You will not be able to end your trip and stop the time meter if you lock your bike there, and the rental charges will continue until you lock your bike in the appropriate area.
I cannot locate any bikes on the app. What happened?
If you are out of VeoRide’s service area, bikes will not be visible on the map.
If you are in our service area, please check your Internet connection, close your app, and re-open it to see if it is working. If not, please leave your name and phone number, and we will communicate the issue to our engineering team to resolve as soon as possible.
The app is not working. What should I do?
If you have not already, please update to the latest version of the app. If an update does not correct the issue, please uninstall the app from your phone and reinstall it. If the problem persists, please send the issue to hello@veoride.com or contact the VeoRide customer support number (855-836-2256).
Can I rent a bike if I do not have a credit card?
Yes, we want to make sure those without credit cards have full access to VeoRide. We work within each community to provide the best way to receive access, whether it is through a toll-free number, through text message or RFID technology.
What do I do if the app says my payment is declined?
Make sure you have entered the correct credit card number, expiration date and CVS number. If it still declines the payment, please contact your bank.
What happens if my ride time goes beyond my account balance?
If your ride exceeds your account balance, we will automatically charge your balance with a $5 withdrawal from your saved payment method.
A “Lucky” icon showed up when I searched for a bike. What does that mean?
You are in luck! You have located a Lucky Bike. If you ride the Lucky Bike to a Lucky Zone, you will be awarded free coupons for your future rides.
What is a Lucky Zone? It is a specially designated area where some VeoRide bikes are located. If you click on the Lucky Bike icon, the Lucky Zone appears in red.
The app is still charging me after I lock my bike, what should I do?
Be sure you are not parked in a no-parking area or outside the service area. If this is the case, unlock the bike and move it to the service area.
If you are parked in our service area, call us and let us know the ID number of the bike you are renting. Our technical team will process the issue as soon as possible. Do not worry, your extra charge will be refunded.
Can I get a refund for my account balance?
Currently, the balance is not refundable. If you have special circumstances causing you to be overcharged, please let us know and we will promptly address it.
The Company
How can I get coupons?
We have many ways to reward you! You can earn discounted or free rides by inviting your friends to sign up for VeoRide, by riding a Lucky Bike to a Lucky Zone, or by attending one of our marketing events. Please visit the VeoRide Facebook page to keep up to date.
If there is no cost to the community, how does VeoRide make money?
VeoRide truly seeks to partner with the communities we enter, so we have removed the investment barrier. We earn revenue through bike rentals and membership fees.
Do you sell user data?
No, we do not sell any user data to anyone, ever.
Still need help? Send us a note!
For any other questions, please write us at hello@veoride.com or call us at 855-836-2256.
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