Revive Velo: Frequently Asked Questions

Join Revive Velo

  • REVIVE VELO IS A PRIVATE FLEET AND AS SUCH USERS REQUIRE A VALID MEMBERSHIP IN THE REVIVE VELO APP TO RENT VEHICLES 

    Users need to join via "REVIVE VELO" app available for both IOS and Android.  

    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 signs up via the REVIVE VELO App they will have access to all REVIVE VELO vehicles.

    ALL REVIVE VELO 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 AND ENSURING THE VEHICLE IS PLUGGED INTO THE APPROPRIATE CHARGING STATION IN ORDER TO END THEIR TRIP.

  • 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 Revive Velo vehicles. 

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

Price And Payment

  • If you believe you have been incorrectly charged for your ride, please create a support ticket with Revive Velo using the app or email revivevelo@gmail.com with the following information and we will review your ticket.Full namePhone NumberEmail Addressed used for ShareRide detailsIssue details

  • Revive Velo requires all riders to pay a refundable security deposit of $300 in order to have access to a Revive Velo bike. This deposit will be refunded once the bike is returned to the property where it was rented and a photo uploaded through the Revive Velo App to ensure the bike was returned in good condition.

  • Pricing Varies by location, for the most accurate information please refer to the Revive Velo App for more information about ride prices in your area.

  • After Signing up with Revive Velo, navigate to payment in the app menu. Here you can add your preferred payment method, and choose to pay for each rider separately or add funds to your wallet which will be deducted after each ride.

Trouble With Your Ride

  • If this is your first time accessing Revive Velo, please refer to the section "Joining Revive Velo" at the beginning of the FAQ to create your account.

    Once you gain access to the Share vehicles at your property and have located the Revive Velo Vehicles, unlock the vehicle either by scanning the QR Code on the vehicle or 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 REVIVE VELO RIDE 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 AS WELL AS ENSURING THE VEHICLE IS PROPERLY PLUGGED INTO THE CHARGING STATION PROVIDED. 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:

    Click the GPS button on the top right on the app to update your GPS positioning

    Close and relaunch the app.

    Make sure you have a good mobile network connection.

    Try ending your ride now.

    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:

    Pause the ride to turn the vehicle off.

    Take a picture of the parked vehicle at the station in the building you rented the vehicle from.

    Tap the “+” button on the map to create a support ticket to let us know. 

    Email revivevelo@gmail.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. 

    We will end your trip for you.

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

    Tap the “+” icon on the map to submit a request to let us know you experienced an issue with the vehicle. 

    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):

    Call 1-778-437-7676 and request assistance from one of our associates.

    If you are in a district outside of our immediate service area

    Option B:

    Request an Uber/Lyft or Taxi and bring the vehicle back to the building you rented the vehicle from.

    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.

    Once you are at the property, walk the scooter back to the charging station at the building, end your ride

    This ensures that the vehicle is safely back at the property and not stolen on the streets. This avoids any additional charges.

    Email revivevelo@gmail.com with your rider and ride information, details of the issue, and a copy of your Uber/Lyft or Taxi receipt.

    Revive Velo will reimburse you for your Uber/Lyft ride (including the tip)

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

    Bluetooth connection error to the vehicle

    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.

  • Trouble Shooting:

    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 revivevelo@gmail.com

Emergencies/Accidents

  • IF YOU'RE EVER INVOLVED IN AN ACCIDENT WHILE RIDING WITH REVIVE VELO:

    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. 

    What is your Vehicle ID? You can scan the QR code of the vehicle or Enter it manually. 

    What is your Ridy account phone number?

    What is the address and exact location (Ex: bikelane, sidewalk, indoor, garage, parking lot) of the incident?

    What is the date and approximate time of the incident?

    How did the incident occur? Please provide all the details. 

    Were you injured?

    Which of the following body parts did you injure?

    Which of the following best describes your injury?

    Was there anyone else involved in the incident?

    Did anyone else get injured in the accident? 

    Circumstances of the accident

    Was this your first ride?

    If you have any pictures or videos that you have regarding the incident. Please send them immediately to revivevelo@gmail.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 Revive Velo vehicles 

    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.