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.

Download the Movatic app, enter your phone number, agree to Terms, and complete SMS verification.

Provide your full name, email address, and agree to the Terms of Service and Privacy Policy. Phone number is required for all mobile app rentals. Phone is not required for systems set up with bikeshare tap cards. Visit tandem-mobility.com and navigate to your location to find out of tap cards are offered in your city.

There are no registration fees; you only pay for bike rentals based on your chosen plan.

You can pay for your rides through the Movatic app, utilizing a linked credit card provided during account setup.

We accommodate the unbanked through locally accepted cash payments in some of our communities. These payments are then credited to the rider's account using the 'wallet' feature in the Movatic Admin software. Please check tandem-mobility.com and navigate to your particular location to see If your community offers a cash pay option.

Please check tandem-mobility.com and navigate to your particular location to see If your community offers a cash pay option.

Memberships cannot be paused, but you can cancel and rejoin at any time.

No.

Memberships are non-transferable. Each person should have their own account.

Currently, our system supports only one payment method per ride. But if you have a pre-paid wallet balance, that balance will be exhausted before your credit card will be charged.

Yes. Many regions support membership reciprocity. Check tandem-mobility.com and navigate to your location to learn about regional membership perks in your area. If none exist, let us know! Reach out to support@tandem-mobility.com to request a regional membership program in your area.

Membership plans are typically tied to specific cities. Contact customer support to explore options if you're relocating to a city where Tandem Mobility operates.

On Movatic app, choose a membership plan or opt for pay-as-you-go, then enter credit card details.

Scan the QR code on the bike's hardware through the app to start the rental process. After the rear wheel ring opens, remove the cable lock (if present).

Follow the instructions in the app to properly start and end your rental. If your bike has both an automated rear wheel lock and an external cable lock, be sure to secure both when ending your rental

The QR code can be found on the bike in two places: in a small rectangular area between the handlebars, and on the lock over the rear wheel.

Check your internet connection and GPS settings. Try disabling wi-fi and ensuring location and bluetooth is turned on. If issues persist, contact customer support for assistance.

Try using orange tab to manually release lock. Rotate wheel slightly so spoke is not pressing on lock mechanism.

Yes, bikes may be locked temporarily to any rack. Follow the in-app process for locking the bike correctly. The rental continues while the bike is secured. The bike may be locked and unlocked during the course of a rental. Once the trip is complete, be sure to park at a designated bikeshare station to end the rental.

Yes, you can return the bike to any designated Tandem Mobility bikeshare station. Some public bike racks may be identified as an approved Tandem Mobility bikeshare start and end location. These will be identified in the app as approved parking.

Follow the instructions in the app to ensure the bike is securely locked before leaving it unattended. Check to see that the ring lock is secured, as is the cable lock (if present). You will be prompted to provide a photo of the locked bike upon ending the rental. This helps our team to verify that you responsibly locked the bike.

Fees are specific to each city. We may impose optional penalty fees for parking off-station; the amount can range from $1-$5. It can also amount up to hundreds of dollars if the bike ends up missing or cannot be retrieved.

Rider must check the app for rental rates for their specific system. Charges may be incurred by the minute, by the 30 minutes, or by the hour. For example, if the trip is $2/30 minutes, as soon as a rental exceeds 30 minutes the rider is charged another $2.

Certainly! However, it is necessary to return the bike to one of our designated stations at the end of your ride.

Our customer support team will investigate rentals longer than 4 hours. In some communities we offer special memberships that allow for all day rentals. Check the app for details on varying membership options

Use the app to check real-time bike availability at each station.

We currently do not offer bike reservations. Bikes are available on a first-come, first-served basis.

Secure the bike to the nearest parking location and attempt to end the rental. If unsuccessful, simply submit a customer support ticket via the movatic app, providing details on where the bike is located. A representative will contact you to confirm, end your rental, and will refund any fees as appropriate. A mechanic will be alerted to retrieve the bike.

Occasionally a bike rental is ended improperly, which may result in a discrepancy in the bike count at the stations. Please report any discrepancies to customer support. If you can provide bike numbers currently at the station, our support team can immediately adjust the information in the software. The next rider will appreciate it!

Submit a support ticket via the app or by emailing support@tandem-mobility.com. Open the app to find the nearest station with bikes.

In some communities we offer "learn to bikeshare" popup events. Reach out to customer support to request an event in your location

Our bikes are equipped with secure locks and GPS tracking. Additionally, always lock bikes at designated stations to deter theft.

Report any maintenance issues through the app or contact customer support (support@tandem-mobility.com) for guidance.

Secure the bike to the nearest parking location and attempt to end the rental. Report flat tires through the app or contact customer support (support@tandem-mobility.com) for assistance, provide details on where the bike is located. A representative will contact you to confirm, end your rental, and will refund any fees as appropriate. A mechanic will be alerted to retrieve the bike. Do not ride the bike with flat tires.

Contact customer support with details on your rental and the exact location where the bike was locked. Our customer support will do an investigation and refund any overages as appropriate.

Contact customer support in the app to report the damage. Choose another bike

Technology can be imperfect at times. Simply lock your bike as you normally would via the app, then submit a support ticket describing the location and circumstances. Support team will end your rental and provide a refund as appropriate.

Technology can be imperfect at times. Simply lock your bike as you normally would via the app, then submit a support ticket describing the location and circumstances. Support team will end your rental and provide a refund as appropriate.

Bring the bike to a secure location and call or email customer support. If available, use a different device with a phone number that differs from your movatic profile, in order to access your account and end the rental.

Contact our customer support immediately to report a lost or stolen bike. Provide any relevant details to assist in recovery.

Follow local traffic laws, use designated bike lanes, and wear a helmet for safety. Choose less congested routes when possible.

If you're involved in a bike crash, prioritize your safety by calling 911 if injured. Report the incident to the local police and file a report for documentation. Remember, the bike remains your responsibility until securely locked at a designated station. Within 24 hours, contact our customer support at +1-313-217-9220 or email support@tandem-mobility.com to share the incident details.

We have a dedicated customer service team that handles such issues. The team responds within 5 minutes, and resolves billing issues within an hour. The resolution could involve a refund, credit, or explanation of the charges, depending on the situation.

Update your payment information promptly to avoid any service interruptions. Contact support if you need assistance.

Contact customer support with details of the incorrect charge for prompt resolution.