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FAQ
Have questions? We have answers. Check out our frequently asked questions to learn more about our electric scooter and bike rental services. Click here to get all the information you need and start your urban adventure!
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How to Rent an e-Scooter or Bike?To rent an e-scooter or bike, simply Download the E-Fly App and complete the instructions in the app. Note: You are responsible for the vehicle once it is unlocked.
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Do I Have to Wear a Helmet? Additional Safety Measures?We prioritize safety and highly recommend the use of a helmet while riding an e-Fly scooter or bike. You can contact us to rent a helmet. Additionally, our scooters and bikes undergo regular maintenance checks to ensure they are in optimal condition. We also offer a how-to-ride guide to help riders familiarize themselves with the scooter controls and safety procedures.
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How Do I Find an e-Fly Near Me? Are GPS Tracking Maps Available?Our vehicles are GPS-enabled and can be easily located using the E-Fly mobile app. Once you open the app, you will see icons for the fleet types available in your vicinity. Our vehicles are equipped with GPS tracking maps for added security and convenience. This feature allows you to track your scooter's location in real-time and provides peace of mind while exploring the city.
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How Old Do I Have to be to Rent an e-FLY Scooter or Bike?If you are 18 years old or older, you can register for an e-Fly account and ride any of our bikes, e-bikes or e-scooters. If you are at least 13 years old and your parent or guardian gives you permission by creating an account and registering you as a minor under their guidance, you can ride our pedal bikes. Note: Pedal bikes may not be available in all locations/communities. Please contact us at support@eflyscootersandmore.com if you would like to see pedal bikes added to the e-Fly fleet in your community.
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The App is Not Working, What Do I Do?Ensure that your phone is connected to the internet, Bluetooth is on, and you have “location services” enabled. If you haven’t already, please update to the latest version of the app. If an update does not correct the issue, please send the issue to support@eflyscootersandmore.com or contact the e-Fly Support Team at 888-213-9161.
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How Do I Delete My Account?To delete your e-Fly account, navigate to the Settings menu in the e-Fly app and select “Delete your account.” You will be asked to submit a confirmation form in order to proceed with deletion. Deleting your account will permanently delete any data associated with your account, and unused funds in your e-Fly wallet will be forfeited. If you need help deleting your account, create a support request within the e-Fly app or contact our customer service team via phone or email: 888-213-9161 or support@eflyscootersandmore.com. Please share the phone number associated with your account in your request.
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I Cannot Locate Any e-Fly Vehicles in the App, What Happened?If you are not located within an e-Fly service area, rides will not be visible on the map. If you are in our service area, please check your internet connection, enable “location services” in your phone settings, and restart the app to correct the issue. If this doesn’t resolve it, please send the issue to support@eflyscootersandmore.com or contact the e-Fly Support Team at 888-213-9161 so that we may escalate the issue.
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How Do I Pay For My Trip?Enter your payment information into the e-Fly app to deposit money into your e-Fly account, which you can use immediately and for future rides. Note: - Loading Your Balance: All rides are paid for using your account balance, which is automatically topped up through your Balance Auto Update plan. When you start your first ride, the selected amount (e.g., $5, $10, or $20) will be loaded onto your account. - Automatic Reload: If your balance reaches $0, the same amount will be automatically reloaded to your account. This can happen multiple times if you take several or long rides. The reload is processed automatically from your default payment method, which you can update in the Payment section of the app. Adjusting Your Balance Auto Update Plan 1. Change Your Amount: To update the amount of your Balance Auto Update Plan, toggle the switch off and then back on. 2. Balance Requirement: You may need to have a $0 balance for the selection screen to appear and make changes.
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How Do I Request a Refund?At this time, the balance is not refundable. If you have a special circumstance causing you to be overcharged, please let us know through the “request a refund” contact form in the app and we will promptly address it.
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Will My Trip End When My Deposit Runs Out?Your trip will not end when your deposit runs out. Your scooter will remain on and you can continue riding. The remaining balance will be charged to the card we have on file when you end your trip. Note: - Loading Your Balance: All rides are paid for using your account balance, which is automatically topped up through your Balance Auto Update plan. When you start your first ride, the selected amount (e.g., $5, $10, or $20) will be loaded onto your account. - Automatic Reload: If your balance reaches $0, the same amount will be automatically reloaded to your account. This can happen multiple times if you take several or long rides. The reload is processed automatically from your default payment method, which you can update in the Payment section of the app. Adjusting Your Balance Auto Update Plan 1. Change Your Amount: To update the amount of your Balance Auto Update Plan, toggle the switch off and then back on. 2. Balance Requirement: You may need to have a $0 balance for the selection screen to appear and make changes.
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Payment Declined, What Do I Do?Make sure you’ve entered the correct number, expiration date, and CVV number. If it still declines the payment, please contact your bank.
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How to Unlock an e-Scooter or Bike?Using your smartphone, scan the QR code on the vehicle that you wish to ride. If you are unable to scan the code, you can manually enter the 8-digit ID to unlock the vehicle.
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Can I Unlock Multiple Scooters and/or Bikes at the Same Time?The Group Ride feature allows one account holder to start and end multiple simultaneous rides from the e-Fly app on their phone. We are working to bring this feature to all cities soon. You’ll know if it is available in your city when you see a separate “Group Ride” button on your map screen in the e-Fly app. If your city does not yet have Group Ride available and you would like to ride alongside friends or family, all individuals would need to download the app and set up an account on their smartphone to ride.
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I Cannot Unlock My e-Scooter or Bike, What Should I Do?Did the app show that the vehicle is under maintenance? If so, please try to unlock another one. Did the app ask you to check your Internet connection? If so, please make sure you are connected to data or using a strong WIFI signal and have Bluetooth turned on. Then give it a second try. If none of these approaches work, visit the “Contact Us” page or use the "Chat" feature in the app to get in contact with the e-Fly's Support team so that we may help you troubleshoot further.
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How Long Can I Keep an e-Fly Bike or Scooter?You may keep a rental active for up to 48 hours; however, the fare meter will keep running until you park your bike or scooter in the appropriate designated parking area shown on the map and lock the vehicle. If you park outside of a service area, you may be charged a retrieval fee that can range from $15 to $300, depending on the distance. Please contact us to ask about membership passes if you'd like to keep a rental for an extended period of time.
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Where Can I Ride My e-Fly Scooter or Bike?It’s best to ride in bike lanes, if available, and go with the flow of traffic. Sidewalks are designed for pedestrians, so please avoid traveling there. While you may ride inside or outside the geofenced areas shown on the map (following the proper rules governing your area), make sure you can bring it back into the appropriate service area before locking it. You can only end your trip, and stop the fare, inside the geofenced service area at designated parking spots.
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How Do I End My Ride?Park in a designated parking location before tapping the “End Ride” button in the app to end your trip. Please note that engaging the kick-stand will not end the trip if the vehicle remains unlocked. You will receive a notification in the app and an email once the vehicle is properly parked.
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I Forgot to End My Ride, What Do I Do?If you are unable to return to a designated parking spot, you can notify us in the app’s “Contact Us” page or "Chat" box so that we may dispatch one of our technicians to help you and inform you of any associated costs.
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E-Fly Doesn't Provide a Vehicle I Can Ride, What Do I Do?The availability of our vehicles vary by location. Based on demand we distribute a higher number of vehicles. To inquire about additional types of vehicles you would like to see in your city, please send us an email description of the vehicle at support@eflyscootersandmore.com or contact us via phone at 888-213-9161 for any questions about availability of vehicles in your city.
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Where Can I Park?While you may ride inside or outside the geofenced area (following the proper rules governing your area), make sure you can bring it back into the appropriate service area before locking it. You can only end your trip, and stop the fare, inside designated parking locations. Note: Be sure you properly end your ride and receive confirmation to prevent additional charges if vehicles are not parked back in designated parking locations.
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How Do I Properly Park an e-Fly Vehicle?End your ride in an appropriate designated parking location. Please park the bike or scooter in an upright position with the kickstand down. Make sure to park in areas designated for bike or scooter parking. If you’re parking on a sidewalk, give at least 3 feet of clearance for accessibility. It is important that the bike or scooter does not impede pedestrian access, nor block car traffic or encroach on private property.
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What Does the "NO PARKING" Sign on the Map Mean?We work with the communities we serve to set up parking and riding guidelines. Some ask for “no parking” areas to keep bikes and scooters from being left there. If you try to park your vehicle in one of the no parking areas, you won’t be able to end your trip and stop the fare meter. So, to avoid being charged for parking inappropriately, just avoid those areas when you’re done riding and you’ll be good to go!
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How Do I Bring e-Fly to My Community?We appreciate your interest! Just contact us at support@eflyscootersandmore.com so we can work with you to determine if e-Fly is a good fit.
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An e-Fly Vehicle is Parked in a Spot It's Not Supposed to be Parked. How Do I Report It?We are sorry for the inconvenience. e-Fly strives to be a good neighbor and we will send a member from our logistics team to pick it up. Please contact us at 888-213-9161 or support@eflyscootersandmore.com to report the vehicle’s address and – if possible- a picture of the vehicle that's improperly parked.
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What if an e-Fly Vehicle Gets Damaged?Every rider is encouraged to report any issues via the e-Fly app as soon as possible to help the e-Fly support team. Charges may occur to the last rider for damage to the vehicle, to prevent being charged we highly encourage you to reach out to our support team as soon as the damage is spotted.
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I Have a Problem With My e-Fly Vehicle, What Do I Do?Riders can report all issues through the e-Fly app. Be sure to include your bike or E-scooter ID number.
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I Was Involved in an Accident on an e-Fly Vehicle, What Do I Do?If a rider is involved in an accident while riding an e-Fly scooter or bike: • Check to make sure that you and anyone else involved are safe. • Call local emergency authorities if necessary. • Once all parties involved are safely out of harm’s way, you can send us an email with details to support@eflyscootersandmore.com Provide the following information in your email: Name Phone Email Vehicle Type and # (if available) Date of Accident Approximate Time of Accident Address, landmark or approximate location of accident Description of the accident Submit/attach photos/video
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