Follow these steps to unlock an E-bike:

Step 1: Find a nearby E-bike or locate it on the map in our app.

Step 2: Scan the QR code on the e-bike or manually enter the vehicle number to unlock it.

Step 3: After tapping “Unlock,” decide whether to use the helmet provided in the basket.

Step 4: Make sure to wear the helmet. Then, pedal the e-bike to accelerate and ride.

Follow these steps:

1. Quickly end the trip within 2 minutes to avoid additional charges.
2. After ending the trip, take a photo showing the problem with the bike.
3. Submit feedback through the “Vehicle Issue” form in the app, including details and attaching the photo of the
4. Contact our customer service for compensation (refund amount depends on the case).

Additional Notes:

Trips exceeding 2 minutes will be charged at the normal rate. If you were charged for a faulty bike, please contact customer service. We will promptly refund any charges incurred or provide compensation if the bike is confirmed to be faulty. However, the third attempt to end a trip within 2 minutes will incur extra charges, and no refund will be issued.

You may click the ‘Pause‘ button in the app to temporarily lock the vehicle. During the pause, no one else can unlock the vehicle. Please note that the normal riding fee will still be charged while the vehicle is in Pause status.

Follow these steps:

1. Ensure you are within the Service Zone or a special “P” spot in the No-Parking
2. On the homepage of the app, press “End “
3. Ensure the bike is locked.
4. Press “Proceed to Payment” and select your preferred payment method to complete the payment.

Additional Note:

A $20 relocation fee will be imposed if the bike is parked in a No-Rading zone or a No-Parking Zone, unless it is a special “P” spot where parking is allowed.

If you encounter issues making payment after ending your trip, consider the following steps:

1. Try using another payment method such as Apple Pay or Google Pay.
2. For tourists, ensure that your payment method is authorized for overseas

If the issue persists after attempting the above steps: Contact customer service and provide your phone number for further assistance. Our Customer Service team will respond within 3 business days.

To unbind your credit card, follow these steps:

1. Click on the three bars located in the top left corner of the app.
2. Click on your username (e.g., Hello1234).
3. Choose “Bank Card.”
4. You will then be able to remove or add a new payment method as needed.

Additional Note:

Apple Pay and Google Pay are not bound within the app, so there’s no need to unbind these payment methods.

You will need to manually push the bike back into the operation area. Once you are within the boundaries, the bike’s power will automatically be restored.

A fine of $20 will be imposed for parking the bike outside the operation area. Additionally, the bike will power off outside the operation area. We encourage you to stay within the designated area to avoid penalties and disruptions.

To file an insurance claim, you will need to provide the following information:

• Your Helloride account details
• Date and time of the incident
• Description of the incident
• Photos or videos of the damage
• Police report (if applicable)

The processing time for insurance claims can vary depending on the complexity of the case. Typically, claims are processed within 10-15 business days. Our customer service team will keep you updated on the status of your claim throughout the process.

Yes, Helloride reserves the right to reject an insurance claim if there is insufficient evidence to support the claim or if we determine that Helloride is not responsible for the incident. Please ensure that you provide all necessary documentation and information when filing your claim to avoid any delays or rejections.

Regular bikes are identified by numbers starting with 650000xxxx.

Price Structure

• First 30 minutes: $1.00
• Every subsequent 10 minutes after the first 30 minutes: $0.50

Example:

• Ride duration: 23 minutes = $1.00
• Ride duration: 51 minutes = $2.50
• Ride duration: 147 minutes = $7.00

Additional Note:

Hellopass is applicable only to regular bikes; not valid for family bikes.

Follow these steps to unlock a bike:

1. On the homepage of the app, press “Scan code to “
2. Scan the QR code provided on the bike and wait for it to unlock.
3. Once unlocked, check the handbrake before starting your ride.

Additional Notes:

• The seat adjustment handle can be found under the seat.
• The bike’s light will automatically switch on between 7 pm to 7 am, when unlocked for riding.

Follow these steps:

1. Use our app to locate a designated parking lot marked with a “P” You may also look for the nearest designated parking lot (Yellow Box).
2. On the homepage of the app, press “End “
3. After the bike is locked, scan the QR code provided at the designated parking lot (normally installed on floor or wall).

Press “Proceed to Payment” and select your preferred payment method to complete the payment.

Additional Note:

• A $5 convenience fee will be imposed if the bike is parked outside the designated parking lot or if the QR code is not properly scanned.

Follow these steps:

1. Ensure that your phone is connected to the
2. Exit the app, restart it, and try to end the trip again.

If the issue persists after attempting the above steps: Contact customer service, provide your phone number and end trip time for further assistance. Our Customer Service team will respond within 3 business days.

If you encounter issues making payment after ending your trip, consider the following steps:

1. Try using another payment method such as Apple Pay or Google Pay.
2. For tourists, ensure that your payment method is authorized for overseas transactions.

If the issue persists after attempting the above steps: Contact customer service and provide your phone number for further assistance. Our Customer Service team will respond within 3 business days.

This situation primarily occurs due to GPS drift, especially when there are overhead obstructions like ceilings. It’ s a common issue with GPS systems used in devices.

If you can’t find a bike, try using our “Bell” function in the app. It rings the bike’s bell and helps you locate it.

7-day riding pass details:

• Unlimited rides per
• First 30 minutes of each trip are free.

Trips exceeding 30 minutes will be charged at the normal rate (as explained in FAQ No.1).

Fee structure WITH the pass: The first 30 minutes are free, and after that, $0.50 per 10 minutes.

• Examples:
  • 15-minute ride: Fee = $0.00
  • 30-minute ride: Fee = $0.00
  • 35-minute ride: Fee = $0.50
  • 60-minute ride: Fee = $1.50

Fee structure WITHOUT the pass: The first 30 minutes cost $1, and after that, $0.50 per 10 minutes.

• Examples:
  • 15-minute ride: Fee = $1.00
  • 30-minute ride: Fee = $1.00
  • 35-minute ride: Fee = $1.50
  • 60-minute ride: Fee = n$2.50

Additional Notes:

• Each pass has different usage and limit, kindly refer to Hellopass for more
• Hellopass is applicable only to regular bikes; not valid for family bikes.