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

Help

HOW DO I CONTACT GOTCHA?

Our Rider Experience team is always happy to help. For questions about our e-bikes, call/text us at 844-254-7174. For questions about our e-scooters, please call/text us at 844-600-9850. If email is more your speed, hit us up at support@ridegotcha.com.

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 either the Gotcha Scooters or Gotcha Bikes 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 for bikes or 844-600-9850 for scoots. You can also email support@ridegotcha.com.

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

If you see an incorrect charge, please contact our rider experience team at support@ridegotcha.com. You can also call/text 844-254-7174 if you’re using our bikes or 844-600-9850 for scooters.

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.

In the Gotcha Scooters app, you can enter a promo code by selecting a 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 Bikes app or Gotcha Scooters 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 maps in our apps! In the Gotcha Scooters app, you’ll see an icon marked with a scooter symbol and the letter P. In the Gotcha Bikes app, you’ll see an icon of a bike with a number above it on the map.

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 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 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 support@ridegotcha.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!

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