Frequently Asked Questions

START OF THE RENTAL

The rental begins the moment you type the code into the scooter to unlock it.

END OF THE RENTAL

The rental ends when the ‘LIBRE’ (‘FREE’) LED above the screen is lit up in green. Make sure not to leave the scooter until you have confirmed the end of your rental.

On parking spots reserved for 2-wheeled motor vehicles (best option).

In Paris only: in car parking spaces that are free for all electric vehicles with 2 or 4 wheels. Take good care however, to park at 90° to the kerb, at the end of the road, to avoid being blocked between two vehicles or knocked over.

Any other parking can lead to a parking ticket, so please be very vigilant. In case of a fine being imposed or the scooter being removed, you will be charged a repatriation cost of up to €200, as stated in the General Conditions of Use.

No subscription, no commitment. The rental of a Cityscoot is charged per minute, from the first minute of the rental period.

AN ALL-INCLUSIVE RATE FROM €0.20/MIN!

CityMoover is the Basic rate which gives you access to your registration. It is €0.28/MIN, from the first minute.

DO YOU RIDE REGULARLY? Choose a CityRider Package!

Buy minutes in advance, you will benefit from favourable discounts.

  • CityRider100: 100 minutes for €25 inc VAT (which equates to €0.25 inc VAT per minute)

You can buy as many packages as you wish! Your pre-paid minutes will accumulate and there is no limit to their validity. When these minutes are used up, the CityMoover rate will automatically kick in.

You can check in real time just where you’ve rented your Cityscoot and how many minutes you’ve used by connecting to your personal profile.

  • In the ‘My minutes’ section, check your pre-paid minutes balance.
  • In the ‘My rentals’ section, check the details of your rentals.
  • In the ‘My bills’ section, check the cost of your rentals.

You will be charged at the end of the month, or when the accumulated charge of your rentals exceeds €30.

You are insured against all risks during your Cityscoot rental by our partner Allianz, providing that you are respecting the General Conditions of Use of the Service.

This is the zone where scooters available for reservation are situated, and where you must take the scooter back to before finishing your rental.

You can park the scooter and terminate your rental wherever you wish within this zone, as long as it is in an authorised public parking space for 2-wheeled motorised vehicles.

During your rental, you are free to ride and stop temporarily wherever you wish, either within or outside the Cityscoot zone.

 

The service is available every day from 7am until midnight.

So, you can reserve and rent a scooter until midnight. However, if at midnight you still have a rental in progress, it will extend until you terminate it.

Because of security issues relating to the power of our scooters, it is prohibited to carry a passenger, even if they have their own helmet.

Absolutely not. Your account is linked to your own name. You must be the only person to ride the scooters rented on your Cityscoot account.

Before riding a Cityscoot, we strongly advise that you equip yourself with:

  • Snugly-fitting gloves, ideally made of reinforced leather.
  • A thick jacket, ideally made for motorcycling and with padded protection.
  • Closed shoes, ideally boots or high-tops.

Please see our ‘Guide to Safe Riding’ for further information.

 

 

After reserving a scooter, you have 10 free minutes to get to where the scooter is parked and unlock it using the code you receive on the mobile app. Unlocking it with the code marks the end of the reservation period and the beginning of the rental period.

After reserving a scooter, you have 10 minutes in which to cancel your reservation without charge from the mobile app.

If you have not cancelled your reservation via the app OR unlocked the scooter within this 10-minute period, your reservation will be automatically cancelled.

Open your mobile app again.

The code remains permanently displayed until you have terminated your rental.

Check that the number on the front of the scooter corresponds with the one you have reserved.

If it does, check that you have typed the code displayed by the app and press clearly on the keypads on the keyboard.

If the code still doesn’t work, check on your scooter that the green LED saying ‘LIBRE’ (‘FREE’) is off. If it is not, your 10-minute reservation period has probably expired. We ask you to please make a new reservation.

If you still can’t unlock your scooter, please contact Customer Services on +33 9 69 36 20 26.

Let us know about the problem via the form on the app (the ‘Contact us’ section in the Help menu) or contact Customer Services on +33 (0)9 69 36 20 26. Terminate your reservation and choose another scooter.

If the dashboard is illuminated, press the ‘Helmet’ button to the left of the handlebars.

If it is not, re-enter your code.

Switch the red button located on the right of the handlebars to ‘ON’.

If it is already switched to ‘ON’, turn it ‘OFF’ then ‘ON’ again.

Yes.

The yellow light on the left of the handlebars will come on to indicate that you are outside the Cityscoot zone.

You can continue riding and taking temporary stops even if the yellow light is switched on.

However, you must ensure that the remaining service time is enough to allow you to get back inside the Cityscoot zone in order to terminate your rental there. If you break down outside the zone, you will be charged for repatriation of the scooter and any fines, as stated in the General Conditions of Use.

Park the scooter in a parking space reserved for 2-wheeled motor vehicles.

Call Customer Services on +33 (0)9 69 36 20 26 to tell us about the incident. Outside office hours, please send us a message via the app immediately.

It is your responsibility to monitor the battery level.

Repatriation of a broken-down scooter may result in charges; these will be billed to you.

Under the saddle, tucked under the yellow high-visibility vest, there is a copy of the vehicle’s registration documents and the insurance certificate.

If necessary, call Customer Services on +33 (0)9 69 36 20 26.

Of course. However, you cannot terminate your rental outside the zone.

Park the scooter in a parking space reserved for 2-wheeled motor vehicles.

Turn the handlebars fully to the left and make sure they remain in this position, check that the saddle is closed and switch the red button located on the right of the handlebars to ‘OFF’. Wait for the scooter to turn off and check that the handlebars are properly locked before you leave!

Check that the red button located on the right of the handlebars is switched to ‘OFF’. If it is already switched to ‘OFF’, turn it ‘ON’ then ‘OFF’ again.

If it still doesn’t lock, make sure that all the lights on the left of the handlebars are turned off. If a light is turned on to alert you to something, complete the necessary action.

Park the scooter in a parking space reserved for 2-wheeled motor vehicles within the Cityscoot zone (the ‘Hors Zone’ [Outside Zone’] light turned off).

Place the helmet under the saddle facing forwards, visor to the front.

Close the saddle.

Turn the handlebars fully to the left and make sure they remain in this position.

Switch the red button located on the right of the handlebars to ‘OFF’.

When you switch the red button to ‘OFF’, there are 2 ways to finish your rental:

– By pressing the ‘FIN’ (‘END’) button on the scooter (located on the right of the handlebars) after the dashboard has turned off. You have 10 seconds to perform this operation, otherwise the scooter will automatically go into temporary pause mode.

– By clicking on ‘TERMINER LA LOCATION’ (‘FINISH THE RENTAL’), directly from the app once the dashboard turns off.

Whichever method you choose, the end of your rental period is shown by the green ‘LIBRE’ (‘FREE’) LED on the left of the handlebars lighting up. A text message is also sent to you for your records.

Check that the red button located on the right of the handlebars is switched to ‘OFF’. If it is already switched to ‘OFF’, turn it ‘ON’ then ‘OFF’ again.

If it still doesn’t lock, make sure that all the lights on the left of the handlebars are turned off. If a light is turned on to alert you to you something, complete the necessary action.

Ensure you have put the helmet away facing the right direction (forwards, visor towards the front of the scooter) and are parked inside the Cityscoot zone.

If the problem persists, contact Customer Services on +33 (0)9 69 36 20 26.

Outside office hours:

Ensure that the scooter is correctly parked, switch the red button located on the right of the handlebars to ‘OFF’, then ‘ON’, then ‘OFF’ again.

Wait for 2 minutes.

The scooter will turn off.

Immediately send us a message via the app, detailing the problem and the scooter number.

At no time should you ever abandon the scooter when the meter is still turned on!

On parking spots reserved for 2-wheeled motor vehicles (best option).

In Paris only: in car parking spaces that are free for all electric vehicles, with 2 or 4 wheels. Take good care however, to park at 90° to the kerb, at the end of the road, to avoid being blocked between two vehicles or run over.

Any other parking can lead to a parking ticket, so please be very vigilant. If you are fined or towed, you will be billed the total amount plus all management fees, as set out in the General Conditions of Use.

Absolutely not!

It is strictly forbidden and will result in an immediate cancellation of your Cityscoot account.

You don’t need to worry about charging the scooter. We do all of that!

If you have injured yourself, immediately contact the emergency services (SAMU, fire brigade) as well as the Police.

In all cases, contact Cityscoot Assistance on +33 (0)9 69 36 20 26.