What to do
Refresh the app and confirm the bike is still locked.
End the ride in the app.
The system will automatically refund the ride as long as:
The ride lasted less than 4 minutes, and
The bike did not travel more than 100 metres.
You’ll receive a notification (within 20 minutes) once the refund is issued (please turn on notifications for MOBY MOVE).
Next steps
Try unlocking the same bike again once it reconnects, or
Choose a different bike nearby.
If you don't recieve the refund notification
Check your Ride History in the app’s main menu. A failed ride attempt should appear as €0.00 within 20–30 minutes, which means the refund has already been processed.
If the ride does not update to €0.00, please contact support via in-app chat a log a refund request ticket or email support@mobymove.com.
If possible, include:
A screenshot of your Ride History
A brief description of what happened
This helps us review the logs and resolve the issue more quickly.
More help
For full details, see:
Ride Didn’t Start or Bike Didn’t Unlock — What To Do