Locking "good to know" info

Description of how bike locking and unlocking works.

Unlocking

• As soon as the rider selects a bike and hits “rent bike” in the app, the rental has started and the lock will then disengage.

• This unlocking process may sometimes take longer in areas of poor cellular network connectivity, or when a mobile device is attempting to connect to a nearby wifi at the same time (turn wifi off if needed)

• If you can hear the AXA lock grinding to attempt to open the metal ring, but the ring does not release, simply move the wheel slightly in case a spoke is putting pressure on the ring lock and prevents it from opening.

• If the ring lock is free from any physical barriers (spokes) it should release automatically when it receives the unlock command from the rider app

• If the AXA lock does not respond at all (i.e. there is no grinding noise indicating it is about to unlock), this may be a sign that the AXA lock battery needs to be replaced (this is very rare, as the batteries have a long life span and we proactively replace them annually).

  • This unsuccessful unlock will get auto-logged as a maintenance ticket and will be escalated for resolution (hardware evaluation and/or manually ending the unintentional rental)

• If for some reason the lock doesn’t disengage, thus preventing a rider from using the bike, we recommend trying the sequence a 2nd time. If the 2nd attempt is unsuccessful, end the ride. There is a grace period for this unlock process (specific to each system, but ranges from 30 seconds to 2 minutes) and when rides are ended within this period there is no charge.

Locking

• End of Ride Locations

  • If the end pin doesn't match the station via the user’s GPS when ending a rental, a maintenance ticket will be created saying “incorrect return location” which will alert a mechanic to locate the bike. If a rental happens after that ticket, the ticket will be automatically closed.

• The locking process may sometimes take longer in areas of poor cellular network connectivity, or when a mobile device is attempting to connect to a nearby wifi at the same time (turn wifi off if needed)

• Rider might be able to hear a whirring sound when a lock command is sent - this is the internal mechanism unlatching.

Support

If the AXA lock does not respond at all (i.e. there is no grinding noise indicating it is about to unlock), this may be a sign that the AXA lock battery needs to be replaced. (This is very rare, as the batteries have a long life span and we proactively replace them. ). Please submit a support ticket either via the movatic app, or via email to [e-mail].

A rider may unknowingly start a rental if they initiate the unlocking process but then walk away from the bike without riding it. This may happen if for some reason the lock doesn't disengage during an attempted unlock. See below section on Customer Support > Resolving Open Rentals.