FAQ

The Ride

How do I rent a VeoRide bike or scooter?

Simply download the free VeoRide app from the Apple Store or Google Play. Then, sign up for an account with your phone number. After that, locate a bike or scooter using the app and be on your way.

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

Our fleet is 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 or scooter?

There is no limitation on the length of the bike or scooter 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. On a scooter, you will only be charged a retrieval fee if you leave it outside of a service area. However, that can range from $15 to $120 depending on the distance. To avoid excessive charges, please be sure to complete your trip by parking in the appropriate geofenced area show on the map and pushing the slide down on the lock near the back wheel to lock the bike.

The $1 unlock fee is waived when transferring from one VeoRide vehicle to another type if both are deployed in the same community. Thus, if a scooter rider desires the faster speed of an e-bike after initiating their ride, they can transfer to an available e-bike without paying an additional $1 unlock fee.

Can I use one account for multiple bikes?

A registered user may add up to three additional riders to their VeoRide account, as long as the additional users meet the minimum age requirement.

Where should I park/return my bike or scooter?

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.

Someone took my VeoRide bike or scooter. What should I do?

Let us know the ID number of the bike or scooter 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/scooters must be locked and parked in an appropriate place when done or we can be charged a fee up to $120?

The bike or scooter should be returned and parked in a service area, which is noted as a geofenced mapped area in the VeoRide app. If the bike or scooter 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 or 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.

The Bike/Scooter

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?

For bikes, 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.

Scooters must be locked in app by tapping the end ride button.

I cannot unlock my VeoRide bike/scooter, 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 or scooter?

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 or scooter. What should I do?

If possible, please return to your bike or scooter and lock it by yourself. If you are not able to, you can contact us, and we will charge you a service fee to enable our operations team to lock the bike or scooter for you.

A VeoRide bike or scooter 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?

The green 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 green boundary area. You can only park your VeoRide bike or scooter, and stop the ride fare, inside the green boundary area.

What does the “no parking” sign on the map mean? What happens if I leave my bike/scooter there?

You cannot park your bike or scooter 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 or scooter there, and the rental charges will continue until you move your vehicle and lock it in the appropriate area.

I cannot locate any bikes or scooters on the app. What happened?

If you are out of VeoRide’s service area, bikes and scooters 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 or scooter 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 or via a text message.

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 vehicle. What does that mean?

You are in luck! You have located a Lucky Ride. If you ride the vehicle 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 or Lucky Scooter icon, the Lucky Zone appears in red.

The app is still charging me after I lock my bike/scooter, what should I do?

Be sure you are not parked in a no-parking area or outside the service area noted by the green, geofenced boundaries shown in the app. If this is the case, unlock the bike or scooter and move it to the service area.

If you are properly parked in a parking zone, call us and let us know the ID number of the bike or scooter 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 and scooter 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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