1. Ride Charges
Your ride cost includes:
Unlock fees (where applicable)
Per-minute riding fees
Paused-time fees (if applicable)
Time rounding (charged in minute blocks based on current pricing)
Your wallet must have the minimum required balance before starting a ride.
A full breakdown of each trip is available in your app history.
2. Wallet Top-Ups
Wallet top-ups appear as one-off card payments.
When adding a payment method or completing a top-up, your bank may ask you to approve the transaction (for example through 3D Secure).
If you don’t confirm this request in your banking app, the top-up will fail.
Accepted payment methods
Apple Pay
Google Pay
Most major debit and credit cards
Not accepted
Disposable or one-time virtual cards
(for example Revolut single-use cards)Prepaid cards
These card types often fail verification or cannot be charged reliably.
If you’re using one of these, switch to a regular debit or credit card or use Apple Pay / Google Pay
3. Why Was I Charged More Than Expected?
Several situations can cause a charge to appear higher than expected.
Ride-related reasons
The ride lasted longer than planned
You paused your ride (paused time may be billed)
You ended your ride outside a valid parking zone
You took multiple rides on the same day
A previous failed payment retried and completed
Subscription or Pass usage
If you purchase a Pass (for example a 30 or 60 minute pass), it only covers the included minutes.
Any additional time is billed at the standard PAYG rate.
This may happen if:
A 60 minute pass is used for a 75 or 120 minute ride
You use your pass earlier in the day, then ride again later
Your pass expires before your ride ends
These extra minutes are charged as PAYG and can make the total appear higher than expected.
Wallet-related reasons
Auto Top-Up
If auto top-up is enabled, your wallet will automatically top up when your balance drops below €3, bringing it back above the minimum riding balance (€5).
This appears as a separate charge and is not tied to a specific ride.
If auto top-up is turned off:
You must top up manually
Your ride will automatically end when your balance reaches €1
You need to top up before starting another ride
Discounts or coupons didn’t apply
A discount might not apply if:
It was already used
It expired
It isn’t valid for that ride type or pass
You can confirm this in your trip history.
4. Payment Errors and How to Fix Them
Card declined
Try:
Approving the request in your banking app
Checking your balance or card limits
Adding a different card
Using Apple Pay or Google Pay
Wallet balance not updating
If your bank shows a successful payment but your in-app wallet hasn’t updated:
Pull down to refresh the screen
Log out and back in
Check whether the transaction is still pending in your banking app
If the top-up failed verification, it will not appear in your MOBY wallet.
Duplicate charge
This can happen when:
A previous failed payment was retried
Verification was completed more than once
Two top-ups were attempted close together
If two payments settle instead of one, contact support.
5. Still Unsure About a Charge?
If something doesn’t look right, message support with:
A screenshot of the charge
The email or phone number on your MOBY account
The approximate ride time or bike number
We’ll review the logs and resolve the issue.