Ride Didn’t Start or Bike Didn’t Unlock — What To Do

Here’s what to expect and what you can do.

Sometimes a bike cannot be rented due to:

In these cases:

Simply choose another nearby bike.

If this happens repeatedly at the same location, please report the bike number to support.

This is different.

Here, the app begins the ride, but the bike itself doesn’t open or move.

It can happen if:

This situation triggers our automatic refund rules.

If the ride began in the app but the bike didn’t unlock or didn’t move, the system will automatically refund it as long as:

These cases are refunded automatically:

Make sure notifications for the MOBY Move app are enabled so you don’t miss it.

If your ride:

…the system won’t automatically refund it because it appears to have been a completed ride.

If you believe you were still charged incorrectly, contact support and we’ll investigate.

Try these if the app shows the ride started but the bike won’t open:

If the automatic refund rules don’t apply or you believe something is wrong, message support with:

We’ll check the ride logs and resolve it for you.