Why can’t I start a ride?

1. Confirm that you’ve selected a plan.

By default, you will be on the Pay Per Ride plan. If you want to choose another plan: 

1. Login to your account on our App
2. Click on the Menu button on the top-left of your screen
3. Click on "Pricing"
4. Select the plan that most suits your needs

OR

1. Login to your account on our Website
2. Click on "Choose a Plan"
3. Select the plan the most suits your needs

2. Update your payment method.

You cannot use the service without a valid payment method. Make sure that your payment information is up to date.

3. Confirm that you don’t have an active trip.

If your last bike wasn’t returned correctly or is still active, you cannot take another bike out. End your previous trip before attempting to start a new one. Please contact Customer Service if you have an active trip and are no longer with the bike.

4. Issue with your User Code

If you believe that there is an issue with your User Code, try the following:

1. Double-check that your User Code is correct. You can do this by logging into the Mobi by Rogers app or visiting the “My Profile” section on the website.
2. If you’re sure that you’re inputting your User Code correctly, you can try unlocking a different bike in case this is an issue with the specific bike/dock.

If it still isn’t working, please contact our Customer Service team at [e-mail] or 778-655-1800 for assistance.

5. Issue with PIN Code

If you have forgotten your PIN code, follow these steps to reset it:

Login to your account on the Mobi by Rogers App:

1. Click on the Menu on the top-left of your screen
2. Click on “My profile” 
3. Click on “PIN code”
4. Follow the prompts

OR

Login to your account on the Website.

1. Click on “My profile”
2. Under “My credentials”, click on “Edit PIN Code”
3. Enter your new PIN code
4. Click on "Save"

6. Issue with User Card

If your User Card is not working, it could be that:

1. It hasn’t been activated → you must activate your card on any bike before you can use it. To activate hit "Enter" on a classic bike to wake it up and Choose option "1" (classic bikes only) and scan your User Card and follow the prompts on the screen. 
2. You are not scanning your card in the correct place on the bike; make sure you are tapping your card on the dedicated space above the keypad. 

If your User Card was lost/stolen, go to “My account” and click on “I lost my card” to receive a User Code to use to unlock bikes.

7. Issue with the bike

The issues could be specific to the bike you are trying to unlock – you can try unlocking a different bike if the above solutions do not resolve the issue.

If issues with starting your ride persist, please contact our Customer Service team at [e-mail] or 778-655-1800 for assistance.