Zipp FAQs
Getting Started
How do I begin my ride?
Download the Zipp Mobility app from the App Store or GooglePlay Store. Create an account. Add your payment method details. You’re ready to go!
Is there anything I need to do before my ride?
Before you ride please make sure to do a safety check! Make sure the brakes are working, the tires are undamaged and the lights work.
How do I park my eScooter?
Zipp Mobility eScooters can be parked almost anywhere within our Operational Area. That said, please ensure that you do not park scooters in the way of pedestrians and drivers.
Can I use my phone during the ride?
No, you are never allowed to use your phone during the ride.
Terms of Use
What are the operating hours?
Our scooters are operational from 5am to 11.30pm
What is the age limit?
You must be over the age of 16 and have a valid driver’s licence (learner / provisional license accepted).
What is the weight limit?
99kg or 200 pounds.
Am I insured when I ride Zipp?
Our eScooters are insured by Zego. When riding a Zipp Mobility eScooter you are covered under Rider Liability Insurance. This is for protection against damages to third parties. You are covered up to £1 million for material damages and unlimited for bodily injury to a third party.
Can one user rent more than one scooter through the same Zipp Mobility account?
Right now, there is no such option. Every user needs to have their own registered profile in order to unlock an eScooter.
Safety
Do I need a Driver’s license?
You must have a valid driver’s licence (learner / provisional license accepted).
Do I need to wear a Helmet?
You are not legally required to wear a helmet but we strongly recommend it.
How do I ride?
Kick off with one foot and press the accelerator.
How do I park?
Park in line with local regulations outlined in the app.
Sustainability
How environmentally friendly is Zipp?
We are passionate about the environment and as such sustainability plays a key role in our business model. Zipp Mobility uses electric cargo bikes to pick up batteries for recharging and uses electric vans where a collection of the eScooters themselves is necessary. The use of electric bikes and vans ensures that Zipp Mobility is environmentally friendly in all aspects of its operation and means that Zipp Mobility has a small carbon footprint.
Problems – Vehicle Hardware
Can’t unlock - Check the following:
- Is the scooter on the Rider Map?
- Does the scooter have more than 20% battery?
- Have you turned on Bluetooth and 4G?
- Do you have the latest version of the Zipp app and phone software?
- Is there enough money on your card?
- Close and restart the app.
If none of the above, please contact Customer Support.
No Parking Zone
- Scooters have to be parked within the operational zone as shown on the map.
- There are some locations inside the geofence where it is not possible to park too! If you try to park in “No Parking Zone”, you’ll get a message asking you to bring the scooter back. Ending the ride a red zone may result in a penalty fee.
- If you’re having problems, don’t worry! Tell us the scooter ID (4 digits on the handlebar) and give us a brief description of what happened.
I damaged a scooter
Contact support and tell us what happened. Your safety is our number one priority, and we want all scooters and riders to be in excellent condition.
I found a damaged scooter
Contact support and tell us the QR code. Your safety is our number one priority, and we want all scooters and riders to be in excellent condition.
Scooter shut down during ride
If a scooter slowed down and stopped during the ride, it’s most likely because it ran out of battery. Our best advice for you here is to check the battery level before you start a long ride (planning is always a good solution!).
Information about the battery level of a scooter is displayed directly in the app. You can check it easily by tapping on a scooter icon on the map.
So, if a scooter has less than 30% and you’re planning a long Zipp, try looking for another one.
Problems – Software
Can’t end ride
Sometimes, the scooter won’t connect when you’re trying to end a ride. In most cases, the reason for the problem lays in connection issues or bad reception/signal.
To make it work, it’s usually enough to:
- Make sure that you’re standing right next to the scooter;
- Reboot the app; Make sure that your app is updated (yes, sometimes it’s the cause of problems with ending a ride!).
If none of these hacks work, contact our support. We’ll end the ride for you!
Phone ran out of battery
Please, ensure you have enough battery before you start the ride! If you ran out of battery while riding a Zipp, the scooter will be considered abandoned and you may be charged a fee.
Please, contact support for further information.
Can’t find the scooter shown on map
We use centimetre level positioning at Zipp so our scooters should always be available when shown on the map. However, sometimes scooters hide some 5-10 meters from the map location. If you really can’t find it, please mark it as missing in the app.
Payments
Unlock fee
There is a fixed unlock fee of £1 after which you will be charged £0.15 per minute of usage. The cost of riding a Zipp may vary from city to city and may depend on the time of day.
How to pay
Paying for your Zipp is simple. After registering for our app, you can add a payment method to your account. To do that, open your profile in the app, click on the payment method and chose the option that fits the best. You can choose from Mastercard, Visa or American Express.
Charged incorrectly?
Don’t worry, we’ll take care of it. Our customer support team is here to help you! Just send us a message with the email registered to your Zipp account, containing the scooter ID and detailing the exact issue you are experiencing via our contact form.
Receipts
You can access the receipts for your Zipp rides directly via the app!
Refunds
If you have contacted Support and are due to receive a refund, please allow 5 to 10 business days for the money to be back to your account, depending on your specific bank.
Card details
If you have any issues putting your card details via our app, please get in touch with Customer Support. You can send us an in-app help request or email us at: service.zippmobility@gmail.com
Reporting
Please see our Safety section for guidelines on how to ride our scooters. If you see a user breaking our rules, please contact Zipp Support via the app or email service.zippmobility@gmail.com
Why is my scooter beeping?
Your scooter may be beeping because it is outside our geo-fenced area or approaching the perimeter of the geo-fenced area.
If you find a scooter that is making noise, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.
In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it and have someone pick it up straight away.
Vandalised
If you see a scooter which has been vandalised, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.
In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it, remove the vandalism and return it to our fleet straight away.
Illegal parking
If you see a scooter which has been illegally parked, please contact our support immediately and provide them with an exact address and, if possible, the 4-digit QR code located on the handlebars.
In addition to this, you can also take pictures or screenshots of the location if needed. This way, we can locate it and have someone move it as quickly as possible.
Suggestions / Feedback
If you have any suggestions or feedback on any aspect of our service, we would love to hear from you. Support is available to you anytime.
Getting in touch with us is easy!
Send us an in-app help request;
Fill the form available on the Website Support Page;
Email us at: service.zippmobility@gmail.com
Zipp Support will get back to you within 24 hours.