You can do this from the website, using the MOVI Chatbot or with the "Report a vehicle" form: there is no need for an account or to download the app. If you have the RideMovi app, you can also send the report from there; if you don't have it yet, you can download it for free from the App Store or Google Play.
The more details you provide (location, vehicle code, etc.), the faster we can intervene.

Check the map in the app before setting off:

• White zone → you can ride and park

• Blue zone → recommended parking (mandatory in some cities)

• Yellow zone → speed reduced automatically

• Orange zone → outside operating area, go back to avoid fines. If there are external white zones in your city, you will be able to cross it.
  In some cities, the vehicle may slow down and stop automatically.

• Red zone – No parking → parking forbidden in the area.

• Dark red zone – No riding → riding forbidden in the area. The vehicle will stop automatically.

In the MOVI Chatbot you can check the specific parking rules for your city.

On the HELP page of the app you will find more information on the correct use of the service.

Verify that Bluetooth is active and that the app has all location and camera permissions.
If the camera does not work for the QR code, enter the vehicle ID manually.

The vehicle is in use or undergoing maintenance. Please select another one.

Add or update your payment method in the app → Wallet → Payment method. To top up your balance → Wallet → Balance → Top up.

For other issues, open the MOVI Chatbot in the app or on the website.

Check on the app map that you are in a white zone or a designated parking space. If the app does not respond:

• check your phone's data connection

• do not interact with the app or your phone for about 10 minutes to activate the automatic closing

Close and reopen the app, check your internet connection, and log out and back in to your account. If the situation persists, the ride will end automatically.

For security reasons, it is not possible to force close a ride or terminate it remotely.
In case of extra costs, go to the My Rides section of the app → Report an issue.

You are in an amber or red zone. Move back towards the white zone: the vehicle will start working again automatically.

Check in the app → Wallet → Transactions and receipts.

• If it is the cost of a ride or a fine: to contest it, go to the My Rides section of the app → Report an issue.

• If it relates to a Pass/subscription: RidePass section of the app, select the active subscription, manage subscription.

• If it is a pre-authorisation (€1 or €5): this is not a real charge and will be automatically released.

For further assistance open the MOVI Chatbot.

The app automatically accepts most major payment methods. If your payment is declined by the system, please try an alternative payment method or contact your bank to check for any limits.
It is not possible to force the acceptance of a payment method.

In the app → Wallet → Transactions and receipts → Need receipts?

In the app → menu → Ride Pass → select the pass → Read the conditions and Buy now.

In the app → menu → Promo code → enter the code → Claim. Case sensitive.

In the app → Ride Pass section → select the pass → Manage pass.

Share your code from the 🎁 icon on the home page of the app. Your friend gets a discount on their first ride, and you automatically receive a €5 coupon.

Check your phone's connection, verify that your SMS inbox is not full and that spam filters are disabled. If you have made too many attempts, wait an hour and try again. For assistance, open the MOVI Chatbot.

This can happen for security reasons (multiple accounts, unusual usage, flagged payment method). Open the MOVI Chatbot in the app or on the website to contact support.

In the app → Settings → Account & Security → Manage Account → Delete Account.

Get to safety, help other people involved, and call 112 if necessary.
Afterwards, you can report the accident in the app → My Rides section → select the ride → Report an accident.

Select the Road Accidents section in the MOVI Chatbot on the website or in the app — fill out the form and your request will be forwarded directly to our insurance.

Every ride includes third-party liability insurance. Personal accident coverage is optional and must be activated in the app before the ride. For more details, open the MOVI Chatbot.