FAQ

Frequently Asked Questions

Welcome to the Movi world!

  • Download the Movi by Mobike App from Play Store or App Store and create a personal account with a local phone number.
  • Enter your phone number and request the verification code.
  • You can ride one bike at the time with one account.
  • Unlock and ride a bike or ebike (if available in your city) with the same app.

To Start a Trip:

  • Open the Movi By Mobike app and find a Movi bike or ebike on the map.
  • Scan the QR code on the bike and ride.


To End a Trip:
Standard bike:
Please end the trip on the app.
After closing your trip in the app please close manually the smart lock on the bike wheel as instructed.

Ebike
Please end your trip in the app.

If you cannot end the trip, please report the problem in your Movi by Mobike App by clicking on the customer service icon or write to us at support@nullridemovi.com

At Movi by Mobike we want to make sure that you can move in your city in the fastest and easiest way. If you encounter any problems you can report the issue in our App by clicking on the bottom right in the app or contact our support team at support@nullridemovi.com

Why do I have a negative balance?
If you have an unexpected negative balance please check the following:

  • You forgot to top up your wallet.
  • Your pass expired.
  • You parked outside the geofence in a No Parking Zone or outside a Parking Hub.

If your wallet has a negative balance, you will not be able to unlock a Movi. Simply top-up your account to a positive balance to enable the use of your credit or pass. If you exceed your balance while on a ride, it will not affect that ride, but you will need to top up before the next one. Contact our customer service if you have any questions regarding a parking issue at support@nullridemovi.com

My Movi doesn’t unlock
If you are using a standard bike, it might be already unlocked, so just try gently pushing the lock open. If you still are having trouble unlocking a Movi, please ensure:

  • Your phone has data connection.
  • Bluetooth is on.

Also, double-check your Movi by Mobike App settings.

  • The Movi may be reserved by another user.
  • Might have been reported for repair, in which case, simply unlock another Movi.
  • You did not end the trip as instructed.

If you are still unable to unlock, please report the issue in your App by clicking on the bottom left of the screen or write to us at support@nullridemovi.com

Enter your payment method
Before you can ride, you will need to add your credit card as a payment method.
Each payment option will vary depending on the city you are using our service and can be checked directly in-app.

Top-up your wallet or chose a Movi Pass
Go to ‘My Wallet’ in your Movi by Mobike App profile and choose to top-up for single rides or select a Movi Pass. PLEASE NOTE: the Movi Pass can be used for traditonal bicycles and cannot be used for ebikes.

Pay As You Go prices
Single rides are calculated depending on the amount of time you ride. Prices can be seen by clicking a bike on the map.

Movi Pass Prices
The Movi Pass allows you to ride for unlimited rides up to certain time per ride with our traditional bikes. You can see the available prices for your region and riding times allowed when you go to My Wallet section in the App. PLEASE NOTE: Not available for ebikes.

You can check the operating area in the map of your App before you ride.

Note that you will be charged a service fee for parking outside of the operating area.

For any issues, you can reach our local support team via app by tapping on the bottom right icon.
You may also contact us at support@nullridemovi.com

How to end your trip:
Before start riding, please make sure to check your Movi By Mobike App the operating area, no-parking area and the parking instructions for your city. Remember to always end the trip on your app in order to see the parking instructions for your city, and to confirm whether any service fees apply for parking in this location. For traditional bicycles please remember to first close the trip in the app and afterwards close manually the lock on the wheel.

When parking, please remember to follow local laws and regulation, to ensure you are not obstructing pedestrians or traffic and to park at public bicycle parking or designated parking areas and never in private spaces. Help to set a good example for others and move a bike when is parked the wrong way.

Remember that if you park outside the Movi operating area, in a non parking area or you have not followed the parking instructions you will be charged a service fee. The service fee will be deducted from your wallet, if you have balance, or directly from your credit card, and will vary depending on the city you are using our service.

Service Fees
See the table summary for exact service fees and parking instructions for your city:

Padua, Reggio Emilia, Bergamo, Ferrara, Pesaro, Lignano:
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee

Milan, Florence, Mantua,Turin, Caorle:
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 10€ service fee

Ebikes (parking with photo):

  • Parking outside the Operating Area will incur in a 50€ service fee
  • Parking in a No Parking Area will incur in a 10€ service fee
  • Parking outside the parking Hub in the Operating Area will incur in a 2€ service fee

Venezia/Mestre
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 10€ service fee
  • Parking outside the parking Hub will incur in a 0.30€ service fee

Ebikes (parking with photo):

  • Parking outside the Operating Area will incur in a 40€ service fee
  • Parking in a No Parking Area will incur in a 10€ service fee
  • Parking outside the parking Hub in the Operating Area will incur in a 1€ service fee

Bologna
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee

Ebikes (parking with photo):

  • Parking outside the Operating Area will incur in a 20€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee
  • Parking outside the parking Hub in the Operating Area will incur in a 2€ service fee

Madrid:
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee

Ebikes (parking with photo):

  • Parking outside the Operating Area will incur in a 50€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee
  • Parking outside the parking Hub in the Operating Area will incur in a 1€ service fee

Parla, Alcorcón and Zaragoza:
Traditional Bikes:

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking Area will incur in a 5€ service fee

Barcelona and Hopsitalet de Llobregat:
Ebikes (parking with photo) and Traditional Bikes

  • Parking outside the Operating Area will incur in a 10€ service fee
  • Parking in a No Parking area will incur in a 5€ service fee
  • Parking outside the parking Hub or not locking the bike with the cable lock will incur in a 2€ service fee

Remember to ride safe!

We invite you to follow general road rules and avoid riding our vehicles on sidewalks. It is prefered to use bike lanes when moving in the city. In case of an accident, you can reach our Customer Support team at support.it@nullridemovi.com

Please make sure that everyone involved in the accident is safe, and if necessary, contact local emergency authorities.

Pass promotions are highlighted in your Movi App. Follow our social media @ridemovi for discount coupons available in your city.
To enter a discount coupon

  • Go to My Coupon page
  • Enter the discount coupon code
  • Et voilà you have your free ride!

Movi by Mobike is the leading player in the European micromobility sector and is operating in the following cities:

Italy: Milano, Firenze, Bologna, Torino, Bergamo, Reggio Emilia, Mantova, Pesaro, Padova, Ferrara, Lignano Sabbiadoro, Caorle, Venice.

Spain: Madrid, Zaragoza, Hospitalet de Llobregat, Barcelona.

Contact us if you want to join the Movi Community at support@nullridemovi.com

What is the minimum age to ride a Movi?
Before signing up for Movi by Mobike, make sure to review the User Agreement for your country, which states age requirements.

Can I unlock 2 bicycles at the same time?
Nope! You can use 1 bike with 1 Movi by Mobike App. Each user must have a smartphone and download our App.

How do you handle my data and sensitive information?
Your data and privacy are very important. We handle your data in line with the European Union’s General Data Protection Regulation (GDPR). You can read more about how we handle our users’ data in our Privacy Policy: www.ridemovi.com/privacy
We never store sensitive information like credit card details, our payment partner does that for us.

Terms and Conditions and Privacy Policy
You can read all about Movi Terms and Conditions on www.ridemovi.com/terms
You can read pour Privacy Policy in www.ridemovi.com/privacy

Why is my Account being transferred from Mobike to Idri bk Srl?
Mobike business in Italy and Spain has been taken overby Idri bk Srl (commercial name Movi by Mobike).

Does this mean that I will no longer be a Mobike user?
From the day you will download the Movi by Mobike App and accept Movi privacy policy and terms and conditions you will become a user of the services provided by Idri bk Srl(with commercial name Movi by Mobike) which will become the data controller of the personal data processed from that day on.

How does this affect me?
This doesn’t affect you. Idri bk Srl will keep the excellent operations and experience that you are used to until now. To continue using the service you just need to download the new Movi by Mobike app and agree to the new Terms and Conditions and Privacy Policy. You can find these new documents in www.ridemovi.com/terms or www.ridemovi.com/privacy if you wish to review them.

What personal data is being transferred from Mobike to Idri bk Srl?
Idri bk srl will only receive your wallet and phone number from Mobike, the essential information to ensure that you can keep riding as per normal with your new Movi by Mobike app.

Does Mobike still process my personal data?
If you need any information, or if you want to exercise any of your rights under the GDPR (such as the right of access or the right of erasure), regarding your personal data processed by Mobike, please write to support@nullmobike.com and a Mobike representative will help you.

We can’t wait to hear about you! Please reach our team via email at support@nullridemovi.com