Frequently Asked Questions

Joining Ridy

You can create a RIDY account by downloading the “RIDY - Ride Around Town” app in the iOs/Android app store. 

RIDY IS A PRIVATE FLEET FOR YOUR PROPERTY AND REQUIRES A PRIVATE FLEET CODE TO ACCESS THE SCOOTERS OR BIKES. 

  1. Users need to join “My Fleets” located in the RIDY app. 
  2. The “Fleet Code” can be found on the station sign, adjacent to the vehicles. If the fleet code is not available on the station sign, please contact your property management team. 

Once the user successfully joins the Fleet, the vehicle is available to ride! 

ALL RIDY RIDES CAN ONLY BE ENDED BY RETURNING THE VEHICLE BACK TO THE PROPERTY’S VEHICLE STATION WHERE YOU RENTED THE VEHICLE FROM.

RIDER IS RESPONSIBLE FOR RETURNING THE VEHICLE BACK TO THE PROPERTY THEY RENTED FROM IN ORDER TO END THEIR TRIP.

If you are having trouble obtaining the private membership fleet code from your property management team, please create a support request via the app or email us at support@rideridy.com  with the following details:

  • Your Full Name
  • Account Phone Number
  • Your Apartment or Office Name
  • Account Email Address (Work email address if you are contacting regarding Ridy fleet at an office building)
  • Your Apartment Unit No. or Your company name
  • Are you a resident/employee or guest at the building? 
  • Who did you contact from the building Property Management team get the property code?

You must be of the legal age to enter into binding contracts. For most countries, this means you need to be 18 years or older for Ridy vehicles. 

BEFORE SIGNING UP FOR RIDY, MAKE SURE TO REVIEW THE USER AGREEMENT FOR YOUR COUNTRY, WHICH STATES AGE REQUIREMENTS.

Using Ridy - The Basics

Please read the station sign next to the vehicles for your property specific detailed instructions on how to get access to the vehicles and how to ride them.

Every rider will be required to pay a one-time non-refundable security deposit of $10 to have membership access to the fleet. Membership Fee is used to set up your account and is not used towards the rides.

Depending on your property, vehicles are either free to ride for tenants/residents or tenants/residents have to pay for their rides.

Tap the scooter icon on the home screen of the RIDY app to see the current pricing of the vehicle for your property. The current valid price for your location and time will be displayed in the app before you start your trip.

Once you are at the RIDY station at your property, start a ride by scanning the QR code on the vehicle. If you encounter difficulties scanning the QR code, turn on your flashlight while scanning.

If the app prompts an error message, that vehicle is likely in-use, unavailable due to low-battery or maintenance, please try the next vehicle.

If vehicles at your property are locked to the charging station, please refer to “Using the Cable Lock” section below for details on how to unlock and lock our vehicles.

NOTE: ALL RIDY RIDES CAN ONLY BE ENDED BY RETURNING THE VEHICLE BACK TO THE PROPERTY’S VEHICLE STATION WHERE YOU RENTED THE VEHICLE FROM.

To start your scooter ride, place one foot firmly on the baseboard and use your other foot to push off against the ground a few times. Once you’ve gained some speed, press on the throttle near your right thumb to accelerate. Familiarize yourself with the throttle and squeeze the hand brake to slow down when needed.

If you are making a stop at a destination, tap the “Pause” button in the app to turn off and secure the scooter/bike, which activates the anti-theft alarm.

You also should use the attached Cable lock on the vehicle to secure the vehicle to a bike rack. Riders must use this lock to secure the scooter/bike to a bike rack in order to park the vehicle and pause the ride during your trip.

Please refer to “Using the Cable Lock” section below for details on how to unlock and lock our vehicles.

NOTE: ALL RIDY RIDES CAN ONLY BE ENDED BY RETURNING THE VEHICLE BACK TO THE PROPERTY’S VEHICLE STATION WHERE YOU RENTED THE VEHICLE FROM.

RIDER IS RESPONSIBLE FOR RETURNING THE VEHICLE BACK TO THE PROPERTY THEY RENTED FROM IN ORDER TO COMPLETE THEIR TRIP. 

VISIT RENTAL AGREEMENT TERMS TO LEARN MORE ABOUT ADDITIONAL CHARGES AND REPLACEMENT COSTS IF YOU DON’T BRING THE VEHICLE BACK TO THE PROPERTY WITHIN 24 HOURS FROM RENTAL START TIME. 

Once the rider is done with their trip, the rider must return the vehicle back to the charging station at the property the rider rented from. To end the trip, the rider must take a photo showing the vehicle is property parked and is plugged into the charging station. 

Upon the completion of the trip, riders must use the cable lock to secure the vehicle to the charging station. Please refer to “Using the Cable Lock” section above for details on how to unlock and lock our vehicles.

NOTE: ALL RIDY RIDES CAN ONLY BE ENDED BY RETURNING THE VEHICLE BACK TO THE PROPERTY’S VEHICLE STATION WHERE YOU RENTED THE VEHICLE FROM.

IF YOU ARE HAVING ANY ISSUES RETURNING THE VEHICLE BACK TO THE PROPERTY, PLEASE CALL/TEXT SUPPORT IMMEDIATELY AT 1-833-462-7439 (1-833-GO2-RIDY) 

SUPPORT PHONE NUMBER IS ALSO PRINTED ON TOP OF THE SCOOTER/BIKE.

Every scooter or bike comes with a cable lock and has a unique 4 or 5-digit code which is only visible when you select/tap the vehicle you are renting in the app.

  • During the rental period, the lock code is visible on your rider screen.
  • Use this code to lock and unlock the cable lock.
  • Riders must use this lock to secure the scooter/bike to a bike rack in order to park or pause their vehicles during their trip.
  • When you return the vehicle back to the property, use the cable lock to secure the vehicle to the charging station.

Pricing and Payments

If you believe you were charged in correctly, please create a support ticket with RIDY using the app or email support@rideridy.com with the following information and our payments team will review and process refunds:

  1. Full name
  2. Phone number 
  3. Email address used for Ridy account
  4. Ride details
  5. Issue details 

Every rider will be required to pay a one-time non-refundable security deposit of $10 to have membership access to the fleet. 

Membership Fee is used to set up your account and is not used towards the rides.

Depending on your property, vehicles are either free to ride for tenants/residents or tenants/residents have to pay for their rides.

Tap the scooter icon on the home screen of the RIDY app to see the current pricing of the vehicle for your property. The current valid price for your location and time will be displayed in the app before you start your trip.

Upon signing up with Ridy, add a payment method to your account by navigating to your "Payment" in the app menu. You can pay for each ride individually(if applicable) or add funds to your Wallet balance, which will be deducted after each ride.

If you wish to add money to your balance, simply tap on "Payment" in the RIDY app menu, select “Top Up” and select the amount you wish to add. This method of payment will be your default payment method.

As an alternative to the RIDY Wallet, users also have the ability to pay-per-ride. The default payment method will be charged at the end of your ride on a per-hour basis (if applicable).

Trouble With Your Ride

If this is your first time accessing your building’s Ridy vehicle, please refer to the section Joining Ridy at the beginning of the FAQ page to learn how to get access to Ridy. Please read the station sign next to the vehicles carefully. 

Once you gain access to the Ridy vehicles at your property and have located the Ridy station at your property, unlock the vehicle either by scanning the QR code on the vehicle or by entering the QR Code manually in the app. 

If it is dark out, and you are continuing to have a hard time scanning the QR code, you can either enter it manually or you can turn on the flashlight while scanning.

If the app prompts an “under maintenance” message then the vehicle is likely in-use by others or under maintenance. Please try another nearby.

If you find a private lock on the vehicle or the QR code is damaged. Please report the issue to customer service by creating a support request in the app and try another vehicle.

If none of these issues is applicable, please report the issue to customer service by creating a support request in the app.

ALL RIDY RIDES CAN ONLY BE ENDED BY RETURNING THE VEHICLE BACK TO THE PROPERTY’S VEHICLE STATION WHERE YOU RENTED THE VEHICLE FROM.

 

RIDER IS RESPONSIBLE FOR RETURNING THE VEHICLE BACK TO THE PROPERTY THEY RENTED FROM IN ORDER TO COMPLETE THEIR TRIP.

 

When you are not at the vehicle station at the property, you can only pause your trips. You then need to resume the trip in the app to turn the vehicle on and return it back to the station to end your trip. 

You parked the vehicle at the property’s vehicle station and are having trouble ending your ride? Depending on your phone reception, it may take a few seconds for the app to reflect that the trip has ended. If you are still unable to end your ride, please follow the steps below:

  1. Click the GPS button on the top right on the app to update your GPS positioning
  2. Close and relaunch the app.
  3. Make sure you have a good mobile network connection.
  4. Try ending your ride now.
  5. If it doesn’t end right away, please wait 60 seconds and try again. 

If you are still unable to end your trip, please follow the steps below:

  1. Pause the ride to turn the vehicle off.
  2. Take a picture of the parked vehicle at the station in the building you rented the vehicle from.
  3. Tap the “+” button on the map to create a support ticket to let us know. 
  4. Email support@rideridy.com with your rider information and picture of the parked vehicle at the property displaying the vehicle QR code at the top and also that it is parked at the property. 
  5. We will end your trip for you.

If you encounter any issues with a Ridy vehicle that could affect your safety or ability to complete your ride, please stop riding it immediately, pause your trip, and do the following:

  1. Tap the “+” icon on the map to submit a request to let us know you experienced an issue with the vehicle. 
  2. In the support ticket, also note the exact location (address) of where you noticed the issue and stopped riding the vehicle.

Once the support ticket is created, you should bring the vehicle back safely to the property using one of the options below:

Option A (preferred):

  1. Request an Uber/Lyft or Taxi and bring the vehicle back to the building you rented the vehicle from.
  2. If required, please use the help from Uber/Lyft driver’s in placing the vehicle in the car’s trunk and unloading it back at the property.
  3. Once you are at the property, walk the scooter back to the charging station at the building, end your ride
  4. This ensures that the vehicle is safely back at the property and not stolen on the streets. This avoids any additional charges.
  5. Email support@rideridy.com with your rider and ride information, details of the issue, and a copy of your Uber/Lyft or Taxi receipt.
  6. Ridy will reimburse you for your Uber/Lyft ride (including the tip).

Option B:

  1. Park the vehicle in a safe place on the sidewalk. Do not block the sidewalk.
  2. Using the cable lock, secure the vehicle to a nearest bike rack. Refer to the section Using the Cable Lock for instructions on how to use the cable lock. 
  3. Pause the ride in the app. 
  4. Take pictures of the parked vehicle and note the address of the parked location
  5. Email support@rideridy.com with your rider and ride information, details of the issue, pictures of the parked vehicle and address of the parked location. Please include any additional details regarding the parked location to help our staff find the parked vehicle. 
  6. Call the support number on the vehicle and in app’s FAQ to notify our team regarding vehicle pickup
  7. We will dispatch our team to retrieve and repair the vehicle.

Troubleshooting Steps:

Should you encounter an issue with your app, we’d ask that you first try the following troubleshooting steps:

  • Make sure your app is up to date
  • Close out the app and reopen it
  • Make sure you wifi is off and your bluetooth is on

If the issue continues to persist, please reach out to our support team  with the following information for assistance:

  • Location of the problem
  • Explanation of the issue the bug is causing
  • Screenshot of the problem

You can contact our team with this information by selecting “Support” in the app and submitting a request or emailing support@rideridy.com.

If you are encountering an issue ending your ride, it is likely due to one of the following:

  • Bluetooth connection error to the Ridy
  • Loss of connectivity to the App
  • You are trying to end your ride outside the vehicle’s permitted home station - " The property where you rented the vehicle from” 
  • Network Error

Troubleshooting steps: To resolve any of these issues, we suggest the following troubleshooting steps:

  • Ensure that you are at the vehicle’s permitted home station - " The property where you rented the vehicle from” 
  • Turn your wifi on/off
  • Try moving the vehicle a few feet to resolve the potential connectivity issue

If you are still unable to end your ride, please reach out to our team through the “Support” button via the app.

Emergencies/Accidents

IF YOU'RE EVER INVOLVED IN AN ACCIDENT WHILE RIDING WITH RIDY:

  • CHECK TO MAKE SURE THAT YOU AND ANYONE ELSE INVOLVED ARE SAFE
  • CALL LOCAL EMERGENCY AUTHORITIES IF NECESSARY

Once all involved parties are safely out of harm’s way, you can fill out a report by selecting the ‘+’ button on the map of your screen or support in the Ridy menu. Click the "Accidents/Emergencies" option and continue to fill out all of the necessary information on the form.

 

Please be as specific as possible. 

  1. What is your Vehicle ID? You can scan the QR code of the vehicle or Enter it manually. 
  2. What is your Ridy account phone number?
  3. What is the address and exact location (Ex: bikelane, sidewalk, indoor, garage, parking lot) of the incident?
  4. What is the date and approximate time of the incident?
  5. How did the incident occur? Please provide all the details. 
  6. Were you injured?
  7. Which of the following body parts did you injure?
  8. Which of the following best describes your injury?
  9. Was there anyone else involved in the incident?
  10. Did anyone else get injured in the accident? 
  11. Circumstances of the accident
  12. Was this your first ride?

If you have any pictures or videos that you have regarding the incident. Please send them immediately to support@rideridy.com

Safety

You must be the legal age to enter into binding contracts. For most countries, this means you need to be 18 years or older for Ridy vehicles. Before signing up for Ridy, make sure to review the User Agreement for your country, which states age requirements.

  • Use the bike lanes to ride Ridy bikes or scooters. 
  • Do not ride on the sidewalks.
  • Yield to pedestrians while crossing the streets.

We strongly recommend that you wear a helmet every time you ride our bikes and scooters. The helmet should be Snell, CPSC, ANSI, or ASTM-approved. It should be sized, fitted, and fastened per the manufacturer's instructions. 

We encourage riders to have two finger lengths between their chin and the strap to make sure the helmet is securely on your head. The helmet should be comfortable and snug on your head - it should not move around (for example, it should not fall to block your vision or fall behind your head, exposing your forehead). 

While helmet laws vary by region, country and city, please always wear a helmet.

  • Don’t ride on the sidewalk.
  • Walk the vehicle on the sidewalk when you are parking or returning the vehicle back to the property 
  • Do not block the sidewalk when the vehicle is parked and paused.
  • Yield to pedestrians when walking the scooter or bike on the sidewalk.

Promotions & Offers

Ridy has a range of promotions & offers available for your property. Check the “Offers” tab in the RIDY app for the most up to date offers at your property.

Day or Week pass allows you to enjoy free rides for either a day or week for a flat fee. Please check “Offers” tab the RIDY app for pricing on Day or Week Pass

 

  • DAY PASS is valid for 24 hours beginning at the time of purchase.
  • WEEK PASS is valid for 7 calendar days beginning at the time of purchase.

If you believe you were charged in correctly, please create a support ticket with RIDY using the app or email support@rideridy.com with information about your ride.

Ridy Rental Agreement

Ridy has a range of promotions & offers available for your property. Check the “Offers” tab in the RIDY app for the most up to date offers at your property.

Help or Support

FOR FASTER RESOLUTION, PLEASE CHECK THE FAQS ABOVE FOR MORE SPECIFIC INFORMATION REGARDING YOUR ISSUE OR TOPIC YOU ARE INTERESTED IN.

  1. Issues starting the scooter or is this your first ride? refer to JOINING RIDY, and USING RIDY - BASICSsections in the app’s FAQ
  2. Having payment issues? check PRICING & PAYMENTS section in the app’s FAQ
  3. Having issues with your Ride? Check TROUBLE WITH YOUR RIDE section in the app’s FAQ.
  4. Want to report an accident or emergency? Check the EMERGENCIES/ACCIDENTS section in the app’s FAQ
  5. For age verification,helmets, sidewalk & Safety Information, please refer to SAFETY section in app’s FAQ
  6. For day passes, week passes and other promotions, please refer to the PROMOTIONS & OFFERS section in app’s FAQ
  7. For questions on rental agreement, please refer to the RIDY RENTAL AGREEMENT section in app’s FAQ

For further help and support, please email or call Ridy support.  

Email: support@rideridy.com

Phone: 1-833-462-7439 (1-833-GO2-RIDY)