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Rider FAQs

Pedal through our FAQs for all the answers you need to keep your ride smooth and your wheels spinning!
  • What is Tandem Mobility?
    Tandem Mobility is a comprehensive bike share service provider offering hardware, software, operations, account management, customer support, and marketing solutions.
  • What types of bikes does Tandem Mobility offer?
    We provide both traditional pedal bikes and pedal-assist bikes (e-bikes) for a comfortable and efficient riding experience.
  • What are the specifications of Tandem's traditional pedal bikes.
    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.
  • What are the specifications of Tandem's pedal assist bikes (e-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.
  • How much weight can the basket of a bike hold?
    No more than 15 pounds. Tiny dogs are welcomed.
  • Are there any age restrictions for using Tandem Mobility bikes?
    Users must be at least 18 years old to use our bike share service.
  • What kind of customer support does Tandem Mobility offer and when is it available?
    Tandem Mobility, offers rider support via phone, email, and in the mobile application, 7 days a week and 24/7.
  • How do I reach out to Customer Support?
    1. In App: Go to riders system -> customer support 2. Email: support@tandem-mobility.com 3. Voicemail: +1-313-217-9220
  • Are helmets provided with Tandem Mobility bikes?
    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?
    How many miles does an e-bike cover with a fully charged battery?
  • Are the bikes equipped with lights for nighttime riding?
    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.
  • Can kids ride with me if I rent both bikes under my profile?
    No. Riders must be 18 or above.
  • Do you offer gift cards?
    Yes! Please contact customer support
  • Do you offer any discounted passes?
    Many programs offer discounted monthly and annual passes, along with student membership options. Check the app for the current offerings.
  • Do you offer any student passes?
    Many programs offer student membership options. Check the app for the current offerings.
  • How does Tandem Mobility handle lost and found items?
    We do not have a lost and found program.
  • What is the hold amount for checking out a bike?
    Check the app for credit card hold details for your location. Typically the hold is around $10.
  • How many languages does your user app support?
    We are able to support 103 languages. You can see the full list by clicking here.
  • Can I use my own bike lock in addition to the built-in lock?
    While not necessary, you can use your lock for additional security if you prefer.
  • Can I carry passengers on Tandem Mobility bikes?
    No, our bikes are designed for single riders only.
  • How do I adjust the bike seat for my comfort?
    You can adjust the seat height using the lever provided on the bike frame.
  • Can I bring my pet on a Tandem Mobility bike?
    For safety reasons, pets are not allowed on our bikes. But we still welcome and appreciate users sharing and capturing moments with their pets.
  • Can I use Tandem Mobility bikes in hilly areas?
    Yes, our electric-assist bikes are suitable for hilly terrain. Enjoy the boost when needed.
  • What is Tandem Mobility's policy on users who repeatedly misuse or damage bikes?
    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.
  • Can I use the Movatic app on multiple devices?
    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.
  • Is there an option to track my carbon footprint reduction using Tandem Mobility bikes?
    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.
  • Do Tandem Mobility bikes have child seats or attachments for transporting goods?
    Our bikes are designed for individual riders. Child seats or cargo attachments are not available to ensure the safety and comfort of all users.
  • Is there a Tandem Mobility rewards program for frequent riders?
    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.
  • Do Tandem Mobility bikes have adjustable gears for different terrains?
    Yes, our bikes have between 3-5 gears.
  • Can I take a Tandem Mobility bike on public transportation during rental?
    Absolutely!
  • Can I use Tandem Mobility bikes in areas with poor GPS signal or no internet connectivity?
    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.
  • How do I sign up for Tandem Mobility's bike share service?
    Download the Movatic app, enter your phone number, agree to Terms, and complete SMS verification.
  • What information is required during registration?
    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.
  • Are there any registration fees?
    There are no registration fees; you only pay for bike rentals based on your chosen plan.
  • How do I pay for my rides?
    You can pay for your rides through the Movatic app, utilizing a linked credit card provided during account setup.
  • I don't have a credit card, how can I pay for my ride?
    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.
  • Can I register for Tandem Mobility without a smartphone?
    Please check tandem-mobility.com and navigate to your particular location to see If your community offers a cash pay option.
  • Can I pause my membership if I don't plan to use Tandem Mobility for a while?
    Memberships cannot be paused, but you can cancel and rejoin at any time.
  • Are there any cancellation fees for memberships?
    No.
  • Can I transfer my membership to another person?
    Memberships are non-transferable. Each person should have their own account.
  • Can I use multiple payment methods for a single ride?
    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.
  • Can I use my Tandem Mobility membership in different cities/bikeshare programs?
    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.
  • Can I transfer my Tandem Mobility membership to a different city/bikeshare program if I relocate?
    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.
  • What steps are involved in the first rental?
    On Movatic app, choose a membership plan or opt for pay-as-you-go, then enter credit card details.
  • How do I initiate a bike rental?
    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).
  • How do I end the rental?
    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
  • How do I find the QR code on bike?
    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.
  • I'm having trouble unlocking a bike. What should I do?
    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.
  • Ring lock won't open after rental started. What should I do?
    Try using orange tab to manually release lock. Rotate wheel slightly so spoke is not pressing on lock mechanism.
  • Can I lock the bike temporarily during my rental?
    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.
  • Can I return the bike to any station?
    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.
  • How do I check if the bike is properly locked before leaving it?
    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.
  • What happens if I park off-station?
    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.
  • How is the rental time calculated?
    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.
  • Can I go outside the bikeshare services area during my ride.
    Certainly! However, it is necessary to return the bike to one of our designated stations at the end of your ride.
  • Is there a limit to how long I can rent a bike?
    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
  • How do I check bike availability at a specific station?
    Use the app to check real-time bike availability at each station.
  • Can I reserve a bike in advance?
    We currently do not offer bike reservations. Bikes are available on a first-come, first-served basis.
  • What do I do if a station is full?
    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.
  • The app is not displaying accurate bike availability information. What should I do?
    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!
  • What should I do if there are no bikes in the station?
    Submit a support ticket via the app or by emailing support@tandem-mobility.com. Open the app to find the nearest station with bikes.
  • Are there any Tandem Mobility bike maintenance workshops or events for riders?
    In some communities we offer "learn to bikeshare" popup events. Reach out to customer support to request an event in your location
  • What security measures are in place to prevent bike theft?
    Our bikes are equipped with secure locks and GPS tracking. Additionally, always lock bikes at designated stations to deter theft.
  • What do I do if I encounter a maintenance issue during my ride?
    Report any maintenance issues through the app or contact customer support (support@tandem-mobility.com) for guidance.
  • What do I do if I get a flat tyre?
    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.
  • What happens if I forget to end my ride on the app?
    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.
  • What should I do if the bike is damaged when I rent it?
    Contact customer support in the app to report the damage. Choose another bike
  • What should I do if I can't end the ride on the movatic app?
    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.
  • What should I do if I can't end the ride on the movatic app?
    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.
  • How can I end my ride, if the battery of my phone dies during the ride?
    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.
  • How do I report a lost or stolen bike?
    Contact our customer support immediately to report a lost or stolen bike. Provide any relevant details to assist in recovery.
  • What safety measures should I follow when riding Tandem Mobility bikes in heavy traffic areas?
    Follow local traffic laws, use designated bike lanes, and wear a helmet for safety. Choose less congested routes when possible.
  • What should I do if I crash my bike?
    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.
  • How does Tandem Mobility handle user payment and billing disputes?
    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.
  • What happens if my payment method fails during a ride?
    Update your payment information promptly to avoid any service interruptions. Contact support if you need assistance.
  • What should I do if I'm incorrectly charged for a ride?
    Contact customer support with details of the incorrect charge for prompt resolution.
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