Rider FAQs
Pedal through our FAQs for all the answers you need to keep your ride smooth and your wheels spinning!
Frequently Asked Questions
Tandem Mobility is a comprehensive bike share service provider offering hardware, software, operations, account management, customer support, and marketing solutions.
We provide both traditional pedal bikes and pedal-assist bikes (e-bikes) for a comfortable and efficient riding experience.
The Tandem Pedal Bike was built for accessibility, comfort, and reliability. This bike is over 30% lighter than the average bike share bike in the industry, at just 32.12 pounds. It is easy to handle, making it a great solution for a citywide program. Please click here to review the detailed specifications of our pedal bikes.
The Tandem Electric Bike has 26-inch wheels, an aircraft-grade aluminum body, and enough power to travel a 65+ mile range. Please click here to review the detailed specifications of our e-bikes.
No more than 15 pounds. Tiny dogs are welcomed.
Users must be at least 18 years old to use our bike share service.
Tandem Mobility, offers rider support via phone, email, and in the mobile application, 7 days a week and 24/7.
1. In App: Go to riders system -> customer support
2. Email: support@tandem-mobility.com
3. Voicemail: +1-313-217-9220
Helmets are not provided, but we strongly encourage riders to wear one for their safety.
How many miles does an e-bike cover with a fully charged battery?
Yes, our bikes have built-in lights.Rider doesn't need to do anything to turn on the lights. They are hub-generated and turn on and off automatically. The lights will remain lit even when stopped temporarily, such as at a stop light.
No. Riders must be 18 or above.
Yes! Please contact customer support
Many programs offer discounted monthly and annual passes, along with student membership options. Check the app for the current offerings.
Many programs offer student membership options. Check the app for the current offerings.
We do not have a lost and found program.
Check the app for credit card hold details for your location. Typically the hold is around $10.
We are able to support 103 languages. You can see the full list by clicking here.
While not necessary, you can use your lock for additional security if you prefer.
No, our bikes are designed for single riders only.
You can adjust the seat height using the lever provided on the bike frame.
For safety reasons, pets are not allowed on our bikes. But we still welcome and appreciate users sharing and capturing moments with their pets.
Yes, our electric-assist bikes are suitable for hilly terrain. Enjoy the boost when needed.
Users who repeatedly misuse or damage our bikes may have their membership suspended or terminated. We encourage all users to treat our bikes with respect and care for the benefit of all users.
Yes, you can log in to your account on multiple devices, but only one device can be actively used to unlock bikes at a time.
While we don't provide a specific feature for tracking carbon footprint, you're contributing to a greener environment by choosing bike transportation. To evaluate your contribution, click here for EPA carbon offset calculator.
Our bikes are designed for individual riders. Child seats or cargo attachments are not available to ensure the safety and comfort of all users.
We appreciate our frequent riders! While we don't have a formal rewards program, stay tuned for any announcements or promotions on our app and social media.
Yes, our bikes have between 3-5 gears.
Absolutely!
While the app requires internet connectivity for unlocking and ending rides, the bike itself operates independently, allowing you to continue riding in areas with poor signal.