You can report an incident directly in the app:
You have identified an incident before scanning the bike:
➡️ Click on the “❔” icon
➡️ Report a mechanical problem and follow the instructions in the app
➡️Click on "Send", then all you have to do is park it next to the station in the maintenance zone, which is a virtual zone, and access the next bike.
You have identified an incident after scanning the bike:
➡️ Click on the support icon at the top left
➡️ Report your problem by choosing the right category and following the instructions of the app
➡️ Click on "Send", then all you have to do is park it next to the station in the maintenance zone, which is a virtual zone, and access the next bike.
A regularization of your trip will be made by the customer service which will come back to you.
If the bike at the end of the line is discharged:
➡️ Click on the assistance button in the top right-hand corner, "Mechanical problem", then "Other".
➡️ Follow the instructions, specifying "No battery".
➡️ Click on "Send", then all you have to do is park it next to the station in the maintenance zone, which is a virtual zone, and access the next bike.
By scanning a bike, it is possible that the incident is already known by the app: you will receive this message “Sorry, this bike is broken”. You just have to follow the instructions in the app.
❓Do not hesitate to contact us via our Live Chat by clicking on the "❔" icon at the top of the app's homepage or by joining our support phone +33 9 78 46 05 64.
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