FAQ

Frequently Asked Questions

Welcome to the RideMovi world!

  • Download the RideMovi App from Play Store or App Store and create a personal account.
  • Enter your mobile phone number and request the verification code.
  • You can ride one vehicle at the time with each account.
  • Unlock and ride a bike or eBike (if available in your city) with the same app.

To Start a Ride:

  • Open the RideMovi app and find a Bike or eBike on the map.
  • Scan the QR code on the vehicle and ride.
  • For those cities where the bike has a chain lock in the basket, a code will be shown in the app. Use this code to unlock the chain lock.


To End a Ride:
Standard Bike:
Please end your trip by clicking on End Ride in the app and follow the parking instructions given by 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 by clicking on End Ride in the app and follow the parking instructions given by the app.
In some cities, you’ll be required to take a picture at the end of the ride to confirm that you parked correctly.

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

At RideMovi 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 by clicking on the customer service icon 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 app wallet.
  • Your pass expired and you have been using your top-up to ride. Please consider activating the automatic top-up functionality.
  • You parked outside the geofence, in a No Parking Zone or outside a Parking Hub and a parking penalty has been applied. (Hubs are mandatory only in specific cities and highlighted in the app).
  • You did not end the trip as instructed.

If your wallet has a negative balance, you will not be able to unlock a vehicle. 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 ride. 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 rear wheel lock until open. If you still are having trouble unlocking a Movi, please ensure:

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

Also, when you scan the QR code double-check your RideMovi App:

  • The app will highlight that the vehicle might have been reported for repair, in which case, simply unlock another Movi.
  • If you see your last trip running it means that you did not end the trip as instructed so please proceed to end the ride. If you are still unable to unlock, please report the issue in your App by clicking on the customer service icon or write to us at support@nullridemovi.com
  • I received a parking penalty or I cannot close my ride.
    For parking penalty or trip reimbursement please appeal directly in the app by following these instructions:​
  • Go to My Trips page in the main menu​
  • Select on the ride with penalty or incorrect price​
  • Select Request Reimbursement​
  • Follow the instructions entering the ride ending time and/or the total ride time. Once your appeal will be processed you will receive a confirmation message. 

Enter your payment method
Before you can ride, you will need to add your payment method: credit card, Google Pay or App Pay.
Each payment option will vary depending on the city you are using our service and can be checked directly in My Wallet section in the app.

Top-up your wallet or purchase a Bike Pass or eBike Promo Pack
Go to ‘My Wallet’ in your RideMovi App profile and choose to top-up for single rides or select a Bike Unlimited Monthly Pass and eBike Promo Pack.

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

Bike Pass and eBike Promo Pack 

  • The Bike Unlimited Monthly Pass allows you to ride for unlimited rides up to a certain time per ride with our traditional bikes.
  • The eBike Promo Pack allows you to ride with our electric bikes for a specific time or number of rides. You can see the available prices and special promos available in your region at My Wallet section in the App.

Check your app for riding details:
Before start riding, please make sure to check in your RideMovi App the operating area, no parking zone and specific parking instructions in your city. Remember to always end the trip on your app in order to see 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 additionally close manually the lock on the back wheel.

Park it right!
To avoid a parking ticket issued by local authorities, please follow local parking laws and regulations. Ensure that you are not obstructing pedestrians or traffic, that you are parking in a public bicycle parking or designated parking areas and never in private spaces. Help to set a good example for others and please move a bike when is parked the wrong way.

Remember that if you park outside RideMovi 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 a balance, or directly from your credit card, and will vary depending on the city you are using our service.

PLEASE NOTE: If you move a bicycle back inside the operating area within 4 hours we will refund the additional parking fee! If you try to park an eBike outside the operating area you will not be able to close the ride.

Operating area and additional parking service fees
See at this link additional details for our operating area, parking instructions and the table summary for exact additional service fees in our cities: https://www.ridemovi.com/operating-area/

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 RideMovi 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!

RideMovi 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, Lignano Sabbiadoro, Caorle, Venice, Imola, Santa Margherita Ligure.

Spain: Hospitalet de Llobregat, Barcelona.

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

What is the minimum age to ride with RideMovi?
Before signing up for RideMovi, please 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 RideMovi 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 RideMovi Terms and Conditions on www.ridemovi.com/terms
You can read our Privacy Policy at www.ridemovi.com/privacy

Why is my Account being transferred from Mobike to RideMovi SpA?
Mobike business in Italy and Spain has been taken over by RideMovi SpA (commercial name RIDEMOVI).

Does this mean that I will no longer be a Mobike user?
From the day you will download RideMovi App and accept RideMovi privacy policy and terms and conditions you will become a user of the services provided by RideMovi SpA (with commercial name RIDEMOVI) 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. RideMovi SpA 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 RideMovi app and agree to the new Terms and Conditions and Privacy Policy. You can find these new documents at www.ridemovi.com/terms or www.ridemovi.com/privacy if you wish to review them.

What personal data is being transferred from Mobike to RideMovi SpA?
RideMovi SpA 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 RideMovi 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

We are increasing the sanitizing guidelines for our vehicles and inviting our riders to always wear gloves or wash hands before and after the use of our vehicles. We are also suggesting to follow the guidelines from the World Health Organization (WHO) and local city councils, which are updated with the latest information regarding basic protective measures.