In case you are getting an error message and the app won't let you finish your trip, there could be multitude of reasons why depending upon the error message.
Follow the following to ensure there is no user error:
- Ensure you are in the right location, moby bikes can only be locked and rides finished in the marked public Sheffield stands. You can check if you are in the right location to end the trip by checking the in-app map. The virtual stations are marked by green lines, If you are outside the station, you will not be able to end the trip. Please get the bike back to the stands marked in the app and try again.
- The other reason could be that the lock hasn't slid into the mechanism properly. Ensure that the lock slide has gone through the mechanism and you hear a beep. If you can manually slide the lockdown, it means that the lock mechanism is not confirmed. Please unlock the bike and slide the lock in again and wait for the mechanical click and a digital beep.
- The only other scenario in which you can't end the trip is that you have walked away from the bike without ending the trip and are trying to end the trip from different geolocation. This is a safety mechanism and the app will not allow you to end the trip unless you are next to the bike. Please get back to your bike and then try to end the trip.
If none of these are the errors (and this is a very highly unlikely scenario) that involve a mechanical or a software malfunction. In case of the lock or the App does not open, please close your App, and wait for 15 seconds. Reopen the app and try the whole process again, before contacting us. Sometimes, it is only an updating problem. No need to panic, just ensure that the bike is locked properly, take a picture and email our support team through the app with the location, bike number, and picture and they will be sure to help you right away.