moby

FAQ

I am not in DCU can I sign up to the trial?

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My phone battery is dead - how do I return the bike?

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What are the MOBY Bike rental prices?

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What do the colours of the bike lights mean?

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How does the electric engine work and what are the motor profiles in the app?

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My bike turned off while cycling, what should I do?

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What is the trial, can I sign up?

We are launching to the public in Dublin city in February 2020. But first as only a limited trial within the DCU campuses. Open to all students, staff, DCU Alpha or Talent Garden members. There is a limited area of operation and geo-fence, with 8 initial allocated bike stands locations to park & lock at. During the trial you will be emailed a questionnaire for feedback, once completed your account will be credited €20.

Can I go outside the geo-fence?

No, not for the trial period sorry. Using the app please check your destination is with the geo-fence ( yellow zone) before embarking on your journey. If you try to go outside, the motor will cut and begin to lock the wheel and trigger the alarm. You will not be able to bring the bike more than 25m outside the geofence.

Why do you need my credit card?

It is a requirement that you activate your account with your credit card & pay the rental fee and per minute ride cost.

During the trial it is €1 to rent & 10 cent per minute to ride, with a pause fee of 2 cent per minute for up to 1 hour.

At the end of the trial we’ll top up your account with €20 ride credit, if you complete our survey and feedback form, that will be emailed to you.

I am not in DCU can I sign up to the trial?

Yes, but you will not be able to rent a bike outside of DCU until the trial period is over.

How can I start riding?

Download and install the Moby app. Choose the DCU  tariff, register, input your credit card details and you will receive your LOGIN and PIN. You will need these if you change your phone or logout of the app. Scan the QR code on the back of the bike, choose to ride with electric assistance (ebike) or without (pedal bike) and off you go!

Where can I ride a bike?

You can ride within the YELLOW ZONE but you cannot end your rental in this area, you will only be allowed to Pause the bike. In order to end your rental and avoid a rehoming fee, please end your rental at one of the 8 allocated stations in the map.

How can I rent a bike?

You can rent the selected bike in the app by pressing RENT BIKE and then scanning the QR code above the back light.Once your bike is rented, press the brake twice to activate it.

I can’t rent a bike.

Close the app and then restart it. If this does not work it means that use of the bike has been blocked. If the lights are cycling through the colours of the rainbow, it means that someone else has Paused their rental and that they will be returning to the bike.

Please choose another bike near you or contact our customer support.

How do I return the bike?

Use our mobile app MOBY  to return the bike and simply press the RETURN BIKE option.

Another way to return the bike is to press either brake three times quickly after parking the bike.

When the bike has been returned the lights will turn off.

After returning the bike, it takes about a minute for the mobile app to update so it is possible that the bike will still appear as hired during this period.

The app does not charge any fees and does not count any rental time during this period.

Do I have to use the lock?

Yes, this is a condition of your rental, you’ll receive the lock code in the app when you rent, use this to unlock and then lock the bike securely at the end of your journey with the same code.

How to park properly.

When returning a bike, please respect other traffic participants and pedestrians and always park the bike so that it isn’t in the way.

Don’t park the bike in front of entrances, doors, pedestrian crossings or in the middle of pavements.It is better to park on the street side of the pavement than the building side.

It is important not to cause trouble for people in pedestrian areas.

You must lock your bike when you park.

I can’t return the bike.

First check the app map to see if you’re at an allocated station. 

Check if you are in an open space without obstacles between the bike and the sky (roofs, trees, etc.).

It is possible that the Moby does not have enough mobile signal at your location to establish a connection, so try moving the bike and ending the rental a few meters further.

Poor or no signal on your phone may also be the cause.

If you still can’t return the bike, please contact our customer support.

My phone battery is dead - how do I return the bike?

Press either brake three times quickly when you are stopped and wait until the bike lights go out. Make sure that the bike has a clear sky view. This will not work if you are not at one of the parking locations, if you are in the yellow zone. You can call us with another phone if you need help.

I can’t find a bike.

The MOBY Bike GPS signal has a range of 10–15 metres, so it is possible that it is around the corner. If there are high buildings, the range may increase.

If you have paused the rental you can see your paused bike on the app map as a little yellow pause symbol.

What are the MOBY Bike rental prices?

Currently, we only have a Pay per minute tariff.

You can find all details regarding tariff prices or bonuses in the price list on our website, in the tariff information in the mobile app or in the price list in the General terms and conditions.

What do the colours of the bike lights mean?

Red - rear light when cycling; it flashes red when braking . If you try to rent the bike and the lights go yellow, red and then switch off, it means that the bike is not available to rent or you have insufficient credit

Purple - system update

Yellow - bike is connecting to the server

Green - successful start and end of the hire

Blue - poor GPS/GSM signal, or while registering card with chip. Please wait until blue light status ends. 

Rainbow - bike paused

How does the electric engine work and what are the motor profiles in the app?

Riding a MOBY Bike is the same as on a normal bike, but once you start pedalling, the motor will help you so you don’t get sweaty cycling uphill or on the way to an important meeting.

You can choose how much electric motor support you will have whilst riding by changing your engine profile. These are viewable within the application settings. Pedalling is the easiest with the highest support because the motor helps you the most, and vice versa. This setting cannot be changed while riding.

Your chosen engine profile is automatically set at the start of each journey.

The electric motor is off when you are not pedalling or braking to save energy.

Reporting a failure or damage?

If you find a damaged bike or any technical failure, please contact us in our mobile application – report a failure or damage through the warning sign icon in the left panel.

Or you can send us an email to info@mobymove.com and our engineers will set off to repair the bike on the spot

My bike turned off while cycling, what should I do?

If your bike turns off while you are cycling, the battery capacity is below the critical level and the bike has switched to power-saving mode (the electric motor stops working), it is necessary to stop the ride as soon as possible and park your bike, preferably at a station for free.

It is the responsibility of each user to check the range of the bike before rental to ensure that it is sufficient.

The user should not start a longer ride with a low range (i.e., less than 16km) - there is a risk of an empty battery while cycling.

Safety tips

For safe rides in urban traffic, we recommend that you observe the following tips for safe cycling.

• A helmet is not mandatory but we recommend wearing the helmet whenever possible.

• Respect the traffic rules on the roads.

• MOBY Bikes are equipped with safety features – front and brake lights, bell, etc.

• If you aren’t sure how to solve a situation, you can always dismount from the bike and solve the situation as a pedestrian.

Stop at red lights. Not only safer, it’s the law and could save you a £70 fine.

Ride with the traffic. Ride on the left in the same direction as other vehicles.

Stay away from parked cars. Try to keep a door's width away in case the door opens suddenly and ride in a straight line past parked cars rather than dodging between them.

Stay back from HGVs and buses. Lorries and other large vehicles might not be able to see you clearly, so stay well back behind them.

Use Hand Signals. Use appropriate hand signals to indicate that you're turning left or right. Do not assume drivers and other riders will stop for you.

Always pay attention. Stay focused on what's going on around you so you can see what other road users might do.

No phones or devices. Don't use a mobile phone or earphones.

Don't pavement cycle. Don't cycle on the pavement or up a one-way street (unless clearly marked for cyclists).

Wear bright clothes. Stay safe by wearing bright clothes during the day and reflective clothing/accessories at night.

Night Lights. Make sure the lights work after dark. It is your responsibility to check.