HOW DO I CONTACT GOTCHA?
Our Rider Experience team is always happy to help. For questions, call/text us at 866-BOLT-143. If email is more your speed, hit us up at firstname.lastname@example.org.
WHICH APP DO I DOWNLOAD TO USE GOTCHA?
If you’re trying to bike, scoot, or trike, snag the Gotcha Mobility app. Then create an account with your phone number and email.
THE APP ISN’T WORKING. WHAT SHOULD I DO?
Please make sure you have the latest version of either the Gotcha Mobility app downloaded. You may need to update your app for peak performance and functionality. If you’re still having issues, give our Rider Experience team a shout by calling 866-BOLT-143. You can also email email@example.com.
I BELIEVE I WAS CHARGED INCORRECTLY, WHO CAN I CONTACT?
If you see an incorrect charge, please contact our rider experience team at firstname.lastname@example.org. You can also call/text 844-254-7174. Refunds will be processed in 3–7 business days.
HOW IS PAYMENT FOR MY SCOOTER OR BIKE RENTAL BROKEN DOWN?
A.) There is a $5 minimum charge on the app. Any amount of this $5 that you did not use on your rental is left as a balance on your account, and you can use this towards your next ride. Once your account hits $0, your next rental will initiate another $5 charge. Then tax, because we have to do that.
B.) If your rental is over $5, you will just be charged for the cost of your rental.
I HAVE A PROMO CODE, NOW WHAT.
To enter a promo code, start by selecting a bike or scooter near you on the map. Here you can add a promo code as a payment method. Then just hop on and ride.
HOW DO I RENT A BIKE OR SCOOTER?
To initiate a rental, you’ll need to download either the Gotcha Mobility app and create an account. Once you’re all set up you can locate bikes or scooters within the app on our map (hey, that rhymed!).
CAN I PARK A BIKE OR SCOOTER ANYWHERE?
Technically, yes. But you’ll be charged an out-of-hub fee (and maybe even an out-of-service area fee) if you don’t park in a designated Gotcha mobility hub area. To avoid these fees, find your closest hub on the map in our app.
WHAT IS AN OUT OF SYSTEM FEE?
A $50 fee is assessed whenever a bike, scooter, or trike is parked outside the designated area these assets live in. You can view the system area by looking at the map on the app. It will be drawn out with a teal line.
HOW DO I FIND A PLACE TO RETURN MY BIKE OR SCOOTER?
Please check out the handy dandy map in our app! You’ll see an icon marked with a scooter or bike symbol and the letter P.
WHAT IF I SEE A “NO PARKING” SECTION ON THE MAP?
This might come as a surprise, but that means you can’t park in that area. If you chose to leave a bike, scooter, or trike in that area, your account will be charged a fee*. But don’t worry—our app will warn you if you try to park in an off-limits area. *Fees vary by market. If you feel you’ve been charged a fee in error, please contact our Rider Experience team.
DO I NEED TO WEAR A HELMET WHEN RIDING A BIKE OR SCOOTER?
Gotcha encourages all riders to wear helmets but they are not always required by law. Riders are required to comply with all local safety laws.
WHAT SHOULD I DO IF A BIKE OR SCOOTER HAS AN ISSUE WHILE I’M USING IT?
Like life, sometimes things get a little wonky. If you experience a service or maintenance issue while riding, please report the problem in our apps. From the home screen tap the button that says “Report An Issue”, or use the menu to find the maintenance page.
HOW FAR CAN I RIDE A SCOOTER BEFORE IT NEEDS TO BE CHARGED?
Our scooters can usually go up to 15 miles on a single charge.
HOW DO I END MY RIDE?
When you’re done scootin’ or pedalin’, please return it to a designated hub (see our app for hub locations) and select “end ride” in the app. If on a bike, you should then engage the lock.
SHOULD I RIDE THE SCOOTER ON THE SIDEWALK OR STREET?
Glad you asked. Every state (and even city) can be different. Check your local regulations to see if you should be scooting on the sidewalk, street, or both.
I TRIED TO END MY RIDE IN THE APP, BUT IT WOULDN’T LET ME?
Reach out to our Rider Experience team at email@example.com or 844-254-7174. We will manually end your ride and make sure you don’t get charged for any ride time you didn’t use!