What to do if you're about to start a ride
If you notice:
Faulty brakes
Damage to wheels
Light not functioning
Broken lock
Strange noises
Do not start the ride.
Instead:
Tap on the bike icon on the map
Tap More > Report and log the issue
What to do if you have started the ride
If you start a ride and ended it quickly due to a bike issue, the system will automatically refund the ride cost to you — no need to contact support.
Automatic refunds happen when:
The ride lasted less than 4 minutes, and
The bike traveled less than 100 meters
Please enable notifications for the MOBY MOVE app so you recieve these notifications.
End the ride and report the damage to us on the end ride screen:
If you discover damage during a ride
End the ride in the nearest safe, legal location
Report the damage per above
If you see an abandoned or poorly parked bike
Open the Support menu in the app, tap Chat with us, then Start a conversation, Report an Abandoned Bike
Submit a ticket with a description of the location or address and a photo of the bike if possible.
Our operations team will collect and remove it as soon as possible.
