moby

FAQ

If my phone battery goes dead - how do I return the bike?

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What are the MOBY Bike rental prices?

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What do the colours of the bike rear light mean?

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A bike is damaged/fails, how do I report it?

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My bike turned off while cycling, what should I do?

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Tutorial

Where can I ride a Moby bike?

Within the red line shown on the map.

Can I go outside the red line?

No. If you try to go outside, the motor will cut and begin to lock the wheel and trigger the alarm. If this happens to you, please push the bike back inside the line to unblock the bike.

Why do you need my credit card?

It is a requirement that you activate your account with your credit card by doing an initial balance top-up.

When your balance reaches 0 EUR, payments for your rentals will happen automatically.

How can I start riding?

Download and install the Moby app. Register, input your credit card details (Initial top-up for Pay As You Go) and you will receive your LOGIN and PIN. Scan the QR code on the back of the bike, press Rent eBike, open the bike lock with the code showing on the left of the screen and off you go!

How can I rent a bike?

You can rent the selected bike in the app by pressing RENT BIKE and then scanning the QR code above the back light.Once your bike is rented, press the brake twice to activate it.

I can’t rent a bike.

Close the app and then restart it. If this does not work it means that the bike has been disabled or is not available to rent with your tariff. If the lights are changing colours like a rainbow, it means that someone else has Paused their rental and that they will be returning to the bike.

Please choose another bike near you or check the app for bikes available nearby (press the refresh icon on the top-right of the screen).

How do I return the bike?

Use our mobile app MOBY  to return the bike and simply press the RETURN BIKE option.

Another way to return the bike is to press either brake three times quickly after parking the bike and closing the lock (code combination on the left side of the screen).

When the bike has been returned the lights will turn off. Press the brake twice if this doesn't happen after ending the rental with the app (light will go yellow when brakes are pressed twice fast, within half a second).

Do I have to use the lock?

Yes, this is a condition of your rental, you’ll receive the lock code in the app when you rent (left side of the screen), use this to unlock and then lock the bike securely at the end of your journey with the same code. Use it when you are using the Pause Function, when to stop cycling but want to keep the bike rented, for a break, going into a shop or other reason.

How to park properly.

You must lock your bike to a bike parking stand. The lock code is shown on the left of the screen and also on a popup window when ending the rental.

When returning a bike, please respect other traffic participants and pedestrians and always park the bike so that it isn’t in the way of others.

You can park at the designated virtual stations shown on the map, for free.

You may also park at any bike parking stand within the clear area, even if it's not a virtual station, for a fee.

Parking on the yellow area isn't allowed, abandoning the bike will incur a fee on your account.

I can’t return the bike.

First check the app map to see if you are in a yellow area (rental end not allowed). 

Close and open the App again, try to end the rental again.

You must return the bike outdoors, in the public street, without a room obstructing the bike's antenna signal.

Poor or no internet signal on your phone may also be the cause.

If you still can’t return the bike, please contact our customer support.

If my phone battery goes dead - how do I return the bike?

Press either brake three times quickly when you are stopped and wait until the bike lights go out. Make sure that the bike has a clear sky view. This will not work if you are in the yellow zone (rental end forbidden). You can call us with another phone if you need help.

I can’t find a bike.

The MOBY Bike GPS signal has a range of 10–15 metres, so it is possible that it is around the corner. If there are buildings around, the range may increase to up to 50 metres.

If you have paused the rental you can see your paused bike on the app map as a little yellow pause symbol.

If you still couldn't find a bike, please submit a report through the App, we will appreciate your help.

What are the MOBY Bike rental prices?

You can find all details regarding tariff prices in the price list on our website, in the tariff information in the mobile app or in the price list in the General terms and conditions.

What do the colours of the bike rear light mean?

Yellow - bike is connecting to the server (when pressing a brake twice)

Green - successful start or end of the hire

Red - bike is rented, red rear light when cycling; it flashes red when braking.

Rainbow - bike paused

Purple - system update

Blue - poor bike signal. Please position the bike at a open sky location and wait until blue light status ends. 

How does the electric engine work?

Riding a MOBY Bike is the same as on a normal bike, but once you start pedalling, the motor will help you so you don’t get sweaty cycling uphill or on the way to an important meeting.

The electric motor is off when you are not pedalling or braking to save energy with it's regenerative braking.

A bike is damaged/fails, how do I report it?

If you find a damaged bike or any technical failure, please contact us in our mobile application – report a failure or damage through the warning sign icon in the left panel.

Or you can send us an email to info@mobymove.com and our staff will set off to collect and/or repair the bike.

My bike turned off while cycling, what should I do?

If your bike turns off while you are cycling, the battery capacity is below the critical level and the bike has switched to power-saving mode (the electric motor assistance stops working), it is necessary to stop the ride as soon as possible and park your bike, preferably at a station for free.

It is the responsibility of each user to check the range of the bike before rental to ensure that it is sufficient.

The user should not start a +15km long ride with a low range (i.e., less than 30km) - there is a risk of reaching low battery while cycling.

Safety tips

For safe rides in urban traffic, we recommend that you observe the following tips for safe cycling.

• A helmet is not mandatory but we recommend wearing the helmet whenever possible.

• Respect the traffic rules on the roads.

• MOBY Bikes are equipped with safety features – front and brake lights, bell, etc.

• If you aren’t sure how to solve a situation, you can always dismount from the bike and solve the situation as a pedestrian.

Stop at red lights. Not only safer, it’s the law and could save you a £70 fine.

Ride with the traffic. Ride on the left in the same direction as other vehicles.

Stay away from parked cars. Try to keep a door's width away in case the door opens suddenly and ride in a straight line past parked cars rather than dodging between them.

Stay back from HGVs and buses. Lorries and other large vehicles might not be able to see you clearly, so stay well back behind them.

Use Hand Signals. Use appropriate hand signals to indicate that you're turning left or right. Do not assume drivers and other riders will stop for you.

Always pay attention. Stay focused on what's going on around you so you can see what other road users might do.

No phones or devices. Don't use a mobile phone or earphones.

Don't pavement cycle. Don't cycle on the pavement or up a one-way street (unless clearly marked for cyclists).

Wear bright clothes. Stay safe by wearing bright clothes during the day and reflective clothing/accessories at night.

Night Lights. Make sure the lights work after dark. It is your responsibility to check.