Help2018-12-12T22:09:39+00:00

Help

HOW DO I CONTACT GOTCHA?

You can always reach out to our Rider Experience team by calling/texting 844-254-7174, or emailing support@ridegotcha.com. We’d love to hear from you!

WHICH APP DO I DOWNLOAD TO USE GOTCHA?

Depends on what you want to do. If you’re trying to bike, scoot, or trike, snag the Gotcha – Ride On app. If you want to hop in one of our electric ride share vehicles, download the Gotcha Ride app.

THE APP ISN’T WORKING. WHAT SHOULD I DO?

Please make sure you have the latest version of the 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/texting 844-254-7174, or emailing support@ridegotcha.com.

I BELIEVE I WAS CHARGED INCORRECTLY, WHO CAN I CONTACT?

If you see an incorrect charge, please let contact our rider experience team at support@ridegotcha.com or call/text 844-254-7174.

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?

A.)   You lucky duck! Promo codes can be entered by selecting the diamond icon on the home screen of the app or when you enter your payment information.

B.)   In the Gotcha Rides app, you can enter in your promo code on the screen when you are entering in your number of riders where it says “Promo Code”.

HOW DO I USE A BIKE, SCOOTER, OR TRIKE?

To initiate a rental, you’ll need to download the Gotcha app and create an account. Once you’re all set up, you can locate bikes, scooters, or trikes within the app on our map (hey, that rhymed!).

CAN I PARK A BIKE, SCOOTER, OR TRIKE 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, SCOOTER, OR TRIKE?

Please check out the handy dandy map in our app!

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, SCOOTER, OR TRIKE?

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, SCOOTER OR TRIKE 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 app. From the home screen tap the little triangle with the exclamation point (!), 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 SCOOTER RIDE?

When you’re done scootin’, please return your scooter to a designated hub (see our app for hub locations) and select “end ride” in the app.

WHERE SHOULD I RIDE THE SCOOTER?

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 support@ridegotcha.com or 844-254-7174. We will make sure to manually end your ride for you and that you don’t get charged for any ride time you didn’t use!

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