FAQ

The Ride
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. 

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.
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 enter the 8-digit ID to unlock the vehicle.
Can I ride a bike at night? Are the bikes equipped with lights?
All bikes are equipped with lights that will automatically light up at night when riders are riding the bike.
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 show the message, “please check your Internet connection”? If so, please make sure you are connected to WIFI and open the Bluetooth. Then give it a second try.

If none of these approaches work, tell us the vehicle’s ID number through the app. The ID number is on the handlebar or on the lock. Alternatively, you can open your VeoRide app, go to the Help & Info menu, and use the “Message Us” or “Call Us” button to get in touch.

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 your bike or end the scooter ride through the app. If you park your scooter 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 to go with the flow of traffic. Sidewalks are designed for pedestrians, so please avoid traveling there.
How do I end my ride on my bike?
Simply push the slider 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.
How do I end my ride on my scooter?
Just park in an appropriate location, then tap on the End Ride button in the app to stop the ride.
The App
The bike gets stuck in the unlock status and then times out with an error message. What should I do?
Turn on Bluetooth on your phone and scan the QR code again to unlock it.
The app is not working. What should I do?

If you haven’t 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).

I can’t locate any bike or e-scooter 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 with us, and we will communicate the issue to our engineering team to resolve as soon as possible.

Parking
What does the boundary on the map mean? Where can I ride my VeoRide bike to?
The red boundary shows the geofenced area set up in cooperation with your university and/or community. You can ride your bike or scooter inside or outside the geofence area following the proper rules governing your area, but just make sure you can bring it back into the red boundary area. You can only park your VeoRide bike or scooter, and stop the ride fare, inside the red boundary area.
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 time 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!
Where should I park/return my bike or e-scooter?
The app shows a map of appropriate geofenced parking areas. Please park the bike or scooter in an upright position, in areas for bike or scooter parking, such as public bike racks or other designated parking zones. On sidewalks, 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.
I forgot to lock my bike or end my scooter ride, what should I do?
If possible, please return to your bike and lock it by yourself or click the end ride button in the app for the scooter. If you are not able to, you can contact us, and we will charge you a service fee for our operations team to lock the bike or end the ride for you.
Payment
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.
What happens if the app says my payment is declined?
Make sure you’ve entered the correct number, expiration date, and CVS number. If it still declines the payment, please contact your bank.
The app is still charging me after I lock my bike, what should I do?
Let us know the ID number of the bike you are renting. Our technical team will process the issue as soon as possible. Don’t worry, your extra charge 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 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 good neighbors. Please contact us at 855-836-2256 or hello@veoride.com to report the problem. If you can locate the vehicle’s ID number (located on the handlebar or lock), please report that information to us. Otherwise, inform us of the vehicle’s address. Our operations team will address the situation immediately.

What if I have a problem with my VeoRide bike or e-scooter?

Riders can report an issue through the VeoRide app, emailing us at hello@veoride.com or by calling 855-836-2256. Tell us your bike or e-scooter ID number, located on the handlebar or the lock. On the app, you may go to the Help & Info menu, and use the Message Us or Call Us button to get in touch.

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, and 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.